General Order Information
What is the ordering process like?
Check out the order process in details here. But basically, we will handle everything for you.
Will I see a mockup before my order goes into production?
Yes! We will only go into production only after you have approved the mockup. The design tool on our website is just an approximate visualisation of what the finished product will look like, so don't worry about alignment and accuracy as it will not be the actual mockup.
What kind of artwork should I upload?
To preview your design, just use simple JPG or PNG. When we go into production, the higher the resolution the better. AI or EPS files work the best.
Do you keep my art on file?
Yes! We keep your artwork on file to make reordering and using your art on other products simple and easy!
Can I get a printed sample?
Yes, customers are responsible for paying product sample fees and shipping costs. Pre-production samples can also be purchased once all artwork has been submitted and approved by the client.
What sort of printing methods do you use?
It depends on the products, but as we have been in the business for many years, in each product we have chosen the best method(s).
Can I see some of your past items?
Sure, let us know and we can send you photos of some of the past work we have done so you get to see the logo printing quality.
Can I change the design after I submit the order?
Of course. A dedicated Merch Manager will get in touch with you to work on the mockup, so don’t worry about getting things perfect when you’re submitting the order. Just bear in mind that once you confirm the mockup and we go into production, the design cannot be changed anymore!
Do you help with design?
We can help with placement of simple logos, but anything a bit more 'complicated' that requires artwork (e.g. fully custom sock or gift box packaging), there will be a fee.
Shipping and Delivery
Do you ship internationally?
Yes we do! We have partnerships with major couriers so we can give you the best rate. The product prices you see do not include shipping, so once you submit your order, our Merch Manager can better inform on the shipping cost and tax of your order. Check this out for more details.
Can you ship individually to recipients?
Yes we can distribute individually to recipients, check this out for more details.
How much is shipping?
It depends, check this out for more details.
What is the lead time?
Usually it is 4 weeks after design approval (usually it’s faster if you are in Asia!). However, due to Covid-19, there has been some delays - but no sweat, we will keep you informed once you are our client.
We need somewhere to store the merch. Can you help?
Yes! We offer storage and fulfillment options to clients with large volume orders. Our warehouse is located in Hong Kong, and we ship internationally.
Payment and After-sales
Do I have to pay immediately?
Nope! After you add to cart and check out, you have the option to pay immediately or ‘submit now, pay later’. At the order confirmation page, you can download the invoice for your department’s approval.
What payment methods do you use?
We accept bank transfer and all major credit cards!
Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation.
Got more questions? Let's talk!