Although it is easy and hassle-free to buy from us, there are some important things to know and agree with before making a transaction.
Prices Do Not Include Logo Branding, Freight, or GST
For all items, prices are shown on the website ex. GST.
For most (but not all) items, prices do not include logo branding, as we prefer to quote this individually for each customer after we view your logo.
Prices do not include freight to your premises, as this can vary greatly depending on your location and the volume of your order. However, for most orders that fit within a single carton 5kg or less, we deliver free of charge to most metropolitan locations.
Price Changes Without Notice
We make every effort to present correct and current pricing on our website. However, occasionally our manufacturers and importers may change the pricing on their products without notice, and therefore we must reserve the right to do the same.
Usually, and if the price difference is small, we will still honour a price advertised on our website one time only.
In any case, we will advise you prior to you committing to the order and give you the chance to cancel or change it.
Payments in Advance
Business customers that have a trading history with Upbeat can apply for an account on 30 days payment terms. Otherwise all customers must pay for their orders in advance.
Once goods have been decorated, they cannot be returned. With each order that requires custom embroidery or printing, we email you a ‘proof’ image or mockup, based on your supplied artwork, for you to approve.
When you receive the approval form, it is your responsibility to check this for:
- Correct image supplied
- Colour options match your expectations
- Size and position of artwork on printed item
- Fine details (including © and ® symbols, etc.) and the acknowledgement that these may not resolve fully in a small print.
- For text-only printing, all spelling, capitalisation, punctuation, character spacing, etc.
- Printing method and expected result (eg., flat, raised, gloss, matt, etc.)
If you discover something not right about the proof, let us know and we’ll fix it! Once you are satisfied this is right, you must give us your approval to proceed before we will commence the branding job.
Usually you provide your approval by replying in writing (ie., by email), confirming explicitly that you approve the job to proceed.
Once we have your written approval, our printers or embroiderers can add your order to their job queue.
It’s not common, but sometimes changes need to be made after you view the proof or mockup. These are usually simple and easy to fix – eg., making a printed logo appear larger or smaller, or changing the position slightly. These don’t involve changes to your original logo artwork, although if these are required, we can help with those too – see our section on providing your artwork.
There are overhead costs just in preparing the mockup/approval layouts. These are usually free, or covered by the print setup costs for your job. However, if you request multiple changes to your print layout, we might have to pass those additional costs on to you in the form of a small proof modification fee.
It’s not always possible to accommodate requested changes, for example, if our decorator’s equipment won’t fit around an item, so sometimes there are limits on what we can do. In these cases we don’t want to disappoint, so we’re always happy to discuss alternative options to get you the best result.
Many items in our range are still counted and checked by hand in our manufacturers’ warehouses. Although it is rare, warehouse and print workshop people do make counting errors from time to time.
If you order 100 units (or less) of any product, we guarantee correct number supplied. For orders over 100 units, correcting a tiny mis-count can be more expensive than the items themselves. Therefore we ask that you tolerate an over- or under-supply of no more than 1.0% on your bulk orders, and take this into account in your ordering requirements (eg., if you must have exactly 1000 pens, please order 1010, just to be sure!). This also applies to breakable items and things that ‘work’, like tools or calculators.
Stock Availability and Discontinuations
We source items held in local and overseas warehouses. Sometimes items will go out of stock, or even be discontinued by the manufacturer before that information is reflected on our website. Therefore we can’t guarantee that any particular advertised item will always be available.
If you order or request a quote on an item that has become unavailable (temporarily or permanently), we’ll let you know promptly and offer alternatives where possible. If you pay in advance for an item that has become unavailable, we’ll offer a credit to the same value for an alternative item, or an immediate refund, as per your preference.
Time to Complete your Order
We source and supply literally thousands of products, from over a hundred different manufacturers and importers. Because of variations in manufacturer supply and lead time, and transport times, we cannot guarantee how long it will take for you to receive your goods.
If you order small quantities of items that are stocked locally and don’t require any decoration, you’ll get these within a week, maybe even 2 or 3 working days.
For embroidered or decorated items, you’ll need to allow 7 to 10 working days, after you provide your artwork approval, to receive the finished products.
Some items can be done quicker than this. And in some cases we can process an urgent request if you agree to pay a rush order fee.
In other cases, including ‘special’ custom items and large bulk orders (which might be completed off-shore to keep the price down), the process can take longer.
Regardless, we’ll always give you an indicative lead time before you commit to an order. If you have an event deadline looming, obviously the more notice you provide the better the chances you have of making it in time. But we will tell you in advance how long it will take to deliver, and whether we can help you with time to spare.
For items ordered entirely through the website using an online credit card payment, you will receive an email confirmation containing your order details. We will normally confirm receipt of your order within a few minutes of ordering, and we will follow up with you as soon as possible to confirm any special details and to advise you about expected delivery/lead time.
- Direct bank deposit is our preferred method of payment. It is fast and free of hassles and overheads! Direct deposit instructions are shown on our quotes and invoices.
- We can accept PayPal payments, addressed to payments @ upbeatpromotions.com.au. PayPal charges a transaction fee and we have to pass this overhead on by adding 2.5% to your final invoice amount.
- Credit card payments (Mastercard and Visa) can also be accepted, using the PayPal or Stripe transaction gateways. These are 3rd party methods, hence we never record – nor even see – your credit card details.
These transactions also attract an additional fee of about 2%, which we will add to your final invoice.
Returns, Refunds and Credits
If you change you mind about an ordered product that is undecorated, or have made a mistake with size or colour, you can return it to us within 14 days for an exchange, refund or credit, provided it is unworn, unused, and in its original manufacturer’s packaging. You’ll have to pay for postage and/or freight, and you might also be required to pay a re-stock fee. Please tell us before you send anything back and we’ll advise of any replacement costs.
If items are faulty, we will exchange them for you if you return them to us within 14 days.
Products that have been custom printed, engraved or embroidered cannot be returned. That’s why we need you to take care and approve the decoration proof before we commence production.
If we (or our decorators) have made a mistake with your order, we will make it right for you. If you’re unhappy with the results for any other reason, we will do our best to make you happy. But we cannot accept returns or offer refunds or credits if we’ve supplied items according to your order and agreed specifications for the decoration results.