FAQ

Question: How do I contact iDirect Promo?

Answer: Our customer service team is available Monday to Friday from 9:00am till 5:00pm every week. Email us at sales@idirectpromo.com.au or call us on 1800 592 211

Question: How do I become an iDirect Member?

Answer: You can either register to become a member when checking out on your first online order, or you can register for a membership by clicking here. Just enter your details and tick the bottom box to agree to becoming a member and we will contact you about your membership fees

Question: Do you have product minimums?

Answer: Yes, most products require a minimum order, but minimum range can vary from product to product. For less than minimum, a surcharge may be applied. Please check with our customer service team for more information

Question: Can I purchase samples or blank stock?

Answer: Yes, you can order unbranded samples or blank stock, but charges will apply. Normally these will be dispatched from our Melbourne warehouse the same day if ordered before 11:00am. View our samples policy page for more information

Question: How do I place an order?

Answer: Please send your official purchase order, print ready artwork and any other special requests via email through to our customer service team at sales@idirectpromo.com.au

Question: How do I check my order status?

Answer: Either call or email us to speak with our customer service team. Remember to have your purchase order number or artwork name ready so we can advise the order status quickly

Question: Can I order a single item in multiple colours?

Answer: Yes, we can supply a single item in multiple colours for the same pricing. Note this may not be available on some selected products, please check with our customer service team if unsure

Question: What is standard production times?

Answer: Standard production lead times is normally 7 or 12 working days from artwork approval to dispatch

Question: What artwork file format do you accept?

Answer: We accept vector outline artwork supplied in .AI or .ESP or .PDF files. For some full colour digital prints we can accept high resolution images in 300 DPI or more supplied in .PSD or .JPG files. All other file formats will not be accepted. If unsure, please contact our customer service team or view our artwork requirements page for more information

Question: Which shipping methods do you use?

Answer: All orders dispatched from iDirect Promo warehouse will be sent via Direct Freight courier company on standard road service, unless otherwise requested by client or stated by our dispatch department. Other sourier companys that may be used from time-to-time are; StarTrack, TNT, Toll, DHL, Jet and TMCC

Question: Do you ship internationally?

Answer: We can ship internationally but only to certain selected areas due to access and customs. If you require shipping internationally, please contact our customer service to quote

Question: What is the cancellation policy?

Answer: All orders or requests that are wanting to be cancelled must be done in writing. Cancellations over the phone will not be accepted. If requesting to cancel an order please contact our customer service team as soon as possible because if any decoration process has already begun in production, some fees may still apply

Question: What if I am not happy with the final product?

Answer: If you are not happy with the final result of your order or service, please contact us at feedback@idirectpromo.com.au along with photos, videos and explanation to support your case so this can be investigated by our team

Question: What is an artwork approval form?

Answer: Artwork approval form is a document showing what you are wanting to order along with a 2D drawing of the product ordered and your logo in the placement where it will be printed so you can look over all the information to confirm product and print colour, size, position and layout are all correct. If these are correct you are required to sign the approval form before our team can begin any production printing processes

Question: Do you offer rush services?

Answer: Yes, we offer as quickly as 24hour services from artwork approval to dispatch, as well as 3, 7 and 12 working day services. Note some products are unavailable for these services, please contact our custom service team if unsure

Question: What does the pricing online include?

Answer: Pricing online includes the item PLUS 1 colour 1 position printed. Setup, freight and GST are at additional costs

Have a question that is not listed above?

Contact us today via email or phone and our helpful customer service team will do their best to answer all your enquiries.