Help & FAQ

 

Help & FAQ

 

  • When will the production start after placing order?
    Production will not commence on any job until we have received a final art approval which includes a printed name, date and signature. PLEASE NOTE: DELAYS IN RECEIVING SIGNED AND DATED FINAL ART APPROVALS MAY IMPACT UPON DEADLINES.
  • What is the normal production time?
  • Star Promotional - What it's all about, and how it can save you thousands of dollars?
    Customers who plan in advance know that Star Promotional is the way to go when sourcing product. Not only can you make huge savings, but you get the opportunity to create a product which is totally unique and showcases your logo to maximum effect.
  • How does Star Promotional work?
    All you need to do is supply us with a brief of your design idea or request a quote for the decoration style and item you require. Please include a copy of the art so we can work out, for example, the stitches required for embroidery or the number of colours in the print.
    At your request we can produce fantastic visuals of your innovative product that will be tailored exactly to the market you wish to attract.
  • What kind of decoration can Star Promotional do?
    If you're thinking about a cap, why not decorate it by embossing buckles, buttons or the peak? Screenprinting looks brilliant in any position on the outside of the cap, not to mention on the sweat band, seam tapes and under the peak. We can also supply badges, woven tags, labels and more!
    don't forget, you can create a cap using your own corporate colours!
  • Who comes up with the design?
    You can create your own design or use the awesome talents of our very own graphic designers. Tap into their vast industry knowledge and take advantage of their years of experience to create something totally unique which makes your product stand out from the crowd.
  • How can I be sure everything will be OK?
    With Star Promotional, your order is tracked and monitored every step of the way. Quality control starts with the pre-production sample you'll receive for approval, to the factory going into production, right through to delivery of the finished product. We don't leave anything to chance.
    You'll be amazed at the difference a fully customised product will make to promoting a logo. Star Promotional - give it a go!
  • Can you process urgent orders?
    We are happy to accommodate urgent orders, but any extraordinary expenses will be passed on. A surcharge could also apply. Please call us at 1300 85 34 35 for details.
  • How the freight charges are applicable?
    All freight charges per order are based on one delivery point only. For any additional delivery points per order (regardless of value) full freight will apply.The freight details for all products are given below.
    For all orders over a value of $300 to all mainland capital cities, Free of charge to one delivery point.For all orders over a value of $300 to country areas and Tasmania, Half freight plus GST to one delivery point. For all orders whose value is $50 - $300, Full freight is payable plus GST to one delivery point. For all orders under $50, full freight plus a handling fee of $25.00 will be charged plus GST.
  • What are the requirements for artwork?
    We prefer vector created eps files to size for all forms of decoration. You should include the PMS colours where applicable. Please refer to our catalogue for standard decoration areas. Our Customer Service Officer will be happy to help you further with any questions you may have. Artwork and/or artwork adjustments will be charged out at a minimum of $60.00 (plus GST) and in 15 minutes increments thereafter.
  • Can you provide color graphics for our requirement?
    Our art department can provide an A4 colour graphic (which includes your client's logo) for any of our stock product lines. Cost per graphic: $20.00 plus GST.
    For design work on speciality product, graphics can also be produced. Cost: $60.00 per hour or part thereof.
  • What are the size and color requirement for logo?
    Logo Size - Some sizes are specified in our catalogue, but there are exceptions to the rule. If the same design/logo is required in two sizes, they must be treated as two different designs.Please ensure that all lines on artwork supplied to us are a minimum of .35mm in width.
    Logo Colours - Please provide a colour swatch or quote PMS or Permaset colours. All due care will be taken to ensure print and embroidery colours used match as closely as possible. However, due to the colour and nature of various materials, it is often impossible to obtain a 100% match. All materials print differently and if your logo is being applied to two different styles in the same order, variation in colour may occur.
  • What are the different decoration colors available for logo?
    4 colors are available for Screen Printing and 6 colors are available for plastisol (subject to registration / artwork suitability). Note that plastisol transfers may require a white/clear base. Additional charges may apply.
    Maximum of 15 colors acceptable for Embroidery and Multi Color for Puff Print (depending on material).
  • What are the processes involved in changing or cancelling the orders?
    No change to or cancellation of decorated orders after production has begun will be accepted. Please call us at 1300 85 34 35 for details.
  • What are the overrun and underrun conditions applicable?
    2% overrun or underrun is considered fulfilment on all orders.
  • To whom should I contact, if I have some clarification in products or decoration types?
    Please feel free to call our representative at 1300 85 34 35 for details on products or decoration type. In addition you can send your questions using our enquiry form.
  • What are the conditions applicable for returning of products?
    Please note that credits will not be raised on goods after 14 days from invoice.
    Our Customer Service Representative will give you an authorisation number which MUST accompany the goods, along with a copy of the invoice. Goods must be in a saleable condition and only goods returned listed under the authorisation number will be accepted by our carrier. Cartons should be clearly addressed to Epicentre, showing the authorisation number on each one and no other address labels should be visible. Stock received bagged should be returned bagged, or a 10% surcharge will apply.