FAQs

Q. How do I contact iDirect Promo?

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

Q. Do you have product minimums?

A. Yes, most products require a minimum order, but minimums 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.

Q. Can I purchase samples or blank stock?

A. 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.

Q. How do I place an order?

A. 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.

Q. How do I check my order status?

A. 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.

Q. Can I order a single item in multiple colours?

A. 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.

Q. What is standard production times?

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

Q. What artwork file format do you accept?

A. 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.

Q. Which shipping methods do you use?

A. 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.

Q. Do you ship internationally?

A. 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.

Q. What is the cancellation policy?

A. 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.

Q. What if I am not happy with the final product?

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

Q. What is an artwork approval form?

A. 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.

Q. Do you offer rush services?

A. Yes, we offer 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.

Q. What does the pricing online include?

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