GOT QUESTIONS?

Need help with an order, have question about our products, or just want to chat? We are here to help! Check out our FAQ’s, live chat or submit the contact form and we’ll get back to you shortly!

Most items can be produced in 1-2 weeks ( from payment of invoice until when item is completed and ready to dispatch)  We even have express items that can be produced in a few days. Longer lead times apply for products we source from overseas.  At times there are delays that are out of our control. Check with Kit Crew for current Lead Times.

 

Pricing on our website should be used as a guide only. Unit price will fluctuate depending on quantity ordered, branding required and leadtime. Simply submit a quote and we will provide you with pricing based on your requirements 

Not sure if your branding will look like. No hassle – send us your logo and we will arrange one free Concept Mock up to assist with your product selection. 

You bet! All items order will be revieved a detailed artproof. This must be approved by you prior to the job going into production

Absolutely you can. To ensure you are happy with everything first, we prefer to quote first. Read our SAMPLE POLICY for further information.  There may be a small cost involved

Sure thing, but usually, it is not necessary. As part of the production process, you will receive a detailed digital mock-up of your logo on the product for approval. 99% of clients are happy to do this. Preproduction sampling is not cheap. There is a set-up cost, cost of the product, branding and freight cost.  Chat to the Kit Crew for more info. 

Are you stuck on what to order? The Kit Crew can help you choose promotional products.  Haven’t found a product you like – let us source it.  Our design skills start and end with MS paint – we can design it.   Need to send Merch kits to all your staff – let us curate this for you.  No space? we offer 3rd party warehousing and logistics….  Let us be your one stop Merch shop! 

We aim to get pricing back to you within 1 business hour 

Our preference is a Vector file (.ai or .eps. )with any Pantone colours specified and any text converted to outlines. Say what??  Have no fear, if you do not have you logo in this format send us a high resolution jpeg or png and we can usually covert to the correct format for free or for very small fee.

A vector file is a type of file that allows our design team to directly edit your artwork; this is usually through an .eps or Adobe Illustrator file.  We are able to scale the logo without it pixelating. 

PMS or Pantone Matching system is an industry standard.  This ensures consistent colours used across your branding. If you do not have a PMS we can match to screen… however, we cannot guarantee that the colour you see on your computer screen will be the colour you get when you print.  If we do Colour match we cannot accept any returns for wrong colours.   For Full Colour or digital printing we brand using CMYK. Any artwork you have in RGB (Red Green Blue) colour will be converted to CMYK before printing and there will be colour variation due to this.

Unless stated – each item will have a set up cost.  For Pad and Screen printing a set up is charged on a per colour basis ( for each product/item type)  Set ups are $75 ex GST per colour.  Laser engraving $75 ex GST, Digital $75 ex GST, Debossing $75ex GST – $100 ex GST.

Repeat orders usually have a set up but this is at a reduced rate of $50ex GST

New customers who subscribe to the newsletter get 1 x Free set up worth $75 ex GST for orders over $500ex GST ( not available if we have provided special discounted setup rates)

We offer Free Shipping on Orders over $800 ex GST to one Australian Metro Location. 

For Orders over $1500 ex GST we can arrange international shipping.  This will need to be quoted based on order/ location.  Alternatively – we can get items ready to ship and you can arrange your own fright forwarder.

Shipping time is on top of production time. Once production is completed, your order will generally be shipped within 1 business days.  Once dispatched You will receive tracking information via email. 

Once you have approved both Order Confirmation and Artproof we will email you an Invoice for payment.   This must be paid in order to start production.   Our preferred payment is direct Deposit.  We do accept credit cards – however there will be a small merchant processing fee. ( 1.5% ex GST)

Not happy with what you received? Let us try to make it right.  Please email us immediately with images and reason for return.   If the product or branding is faulty we will usually rerun the job for you or offer a credit or discount.  We do not accept returns if the item is per the description and branding is inline with Artproof signoff.