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Category Archives: Frequently Asked Questions

What file formats do you accept for artwork submissions?

The following are the requirements for great quality print: 1. High resolution quality (300 dpi or better), camera-ready artwork. 2. All required fonts should be included with your art file and/or imprint instructions. 3. Software Application Files saved in any of the following applications are acceptable (PC compatible format): Illustrator File .AI Vector Art File…
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Can you supply express custom promotional merchandise?

The industry standard for production time of onshore branded promotional merchandise is usually 2-3 weeks. At PromosXchange, we realize that at times you might require express promotional merchandise to meet tight deadlines or unexpected events. That is why we offer express production time options as quick as 24 hours. We recommend that you submit the…
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What if I have a problem with my merchandise order?

With over 10 years in the industry, a portfolio of thousands of brands including Big Brands and professionally recognised by APPA (Australasian Promotional Products Association), you can be assured that we will work hard to fix any problem that you might have with your merchandise order. We have a liberal returns philosophy that is unheard…
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Can I get a pre-production product sample custom imprinted with my brand?

We always provide a virtual mock-up of how your design will look on a product and only proceed with production once we have your approval. In addition, we can certainly provide a custom imprinted sample before production approval, usually at a cost, with the exception of qualified orders over $5000. The pre-production product sample option…
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What credit cards do you accept?

For your convenience, PromosXchange accepts a wide range of credit cards ie. VISA, MasterCard, AMEX and Diners. For your security, we do not handle your credit card details. Instead, we provide an automated secure online payment facility provided by a merchant facilitator where you can directly enter your credit card payment details. To make a…
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Can you provide storage and fulfilment for my merchandise?

If you have purchased merchandise from PromosXchange, we certainly can help you with the storage and fulfilment of such merchandise. If you are a Black Room VIP member of ours, then you can store merchandise with PromosXchange up to 30 days complimentary from the date of completion of the order. If you require storage or…
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What payment fees should I be aware of?

PromosXchange aims to deliver superior services and products for your branding. In doing so, we request that you are aware of the following fees so that there are no disruptions in our delivery to you: - credit cards VISA and MasterCard payments incur a 1.8% fee per transaction while AMEX and Diners attract a 2.6%…
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What are the fees for credit card payments?

For your convenience, we accept VISA, MasterCard, AMEX and Diners credit card payments. For all VISA and MasterCard credit card payments, the fee is 1.8% per transaction while AMEX and Diners payments incur a 2.6% fee. Credit card fees are additional to your invoice. You will be prompted if you would like to accept the…
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How do I pay via VISA, MasterCard, AMEX or Diners credit card?

For your security and convenience, PromosXchange does not handle your credit card details. Instead, we provide an automated secure online payment facility provided by a merchant facilitator for all credit card payments. To make a VISA, MasterCard, AMEX or Diners credit card payment: 1. View your invoice. 2. Click on Pay. 3. Enter your credit…
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Why don’t you have a lowest price guarantee?

Because we don't treat your brand like a cheap commodity. The most memorable and successful brands realise that branding be it brand concepts, merchandising and advertorial design is a well-spent investment. The question is how much do you want for one of your most precious assets - your Brand? Your all-inclusive PromosXchange price is mainly…
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Are there limits to what I can imprint?

The most memorable designs are almost always clean and simple. Think Apple, Nike, Ralph Lauren or NAB bank. A great designer will design your logo/message with simplicity and ease of transferrability in mind. Due to the nature of production, certain designs are not ideal for imprint, for example: - Multiple coloured designs on certain merchandise…
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How do I send my artwork?

You can send through your artwork by: 1. Clicking on the Get in Touch button found on our website and choosing the file to upload along with specific notes and imprint instructions as per your decoration preferences. 2. Adding the products you're interested in from our store and choose the file to upload along with specific notes…
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Can I use copyright material?

By agreeing to imprint any submitted artwork, PromosXchange will not be held liable for any copyright infringement issue under any circumstance. PromosXchange does not take any responsibility in obtaining permission for reproduction of logos with patents, trademarks and copyrights. We are unable to accept Greek letters as artwork files (these are considered as licensed artworks)…
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What branding services do you offer?

PromosXchange is a fully integrated creative agency. Below is a list of branding services we provide: Merchandise With 10, 000+ promotional merchandise items ranging from custom printed tees, custom shirts, promotional clothing, corporate uniforms including custom made promotional product and promotional item concepts to choose from, our promotional branding onshore and offshore gives your corporate…
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Do you deliver outside Australia?

At PromosXchange we recognise that business is now global rather than just local. We can certainly deliver outside Australia to selected locations. Please let your client service rep know the delivery details at the time of ordering for more information. Please be advised that delivery charges will depend on the product for shipping and delays…
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What are your guarantee policies?

Service Response Guarantee - We guarantee to respond to your voicemail/email submission within 2 hours of submission (standard) or 30 minutes for Black VIP Room members or you will receive $25 credit on your order. Product Guarantee - If you have received a faulty product, please let us know and we'll work towards fixing it.…
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Can I make changes or cancel my order once it has been placed?

Once we receive your order, we work swiftly to get the job fulfilled as quickly as we can. Any order modifications or cancellations are possible only if the order data has not been transferred from Sales to Production within a 24 hour period. In cases where an order cancellation is possible, a 10% cancellation fee…
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What are your hours of operation?

We are open and available via our phone 1800 776 667 AEST Monday - Friday 9AM to 5.00PM.Feel free to email us hello@promosxchange.com.au at any time and we promise get back to your enquiry within 2 business hours (standard) or 30mins (applicable to Black VIP Room members).
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