Lead Times

How long does it take to turn-around an order?

For locally produced items, the standard turnaround time is 7 – 10 working days from artwork approval, plus freight time. If you have an event or delivery deadline, It is important to let us know, we can discuss with our production team and provide solutions. The production time begins after Artwork Approval and after payment has been received.

Below is a list of approximate turnaround times to assist. If you have a delivery deadline,

• Clothing & Headwear (Embroidery) – 7 to 10 working days
• Clothing & Headwear (Screen Print, Full Colour Print) – 7 to 10 working days
• Sublimated Clothing – 4 to 5 Weeks
• Promotional Merchandise – 10 to 15 working days
• Printed Media (flyers, business cards, etc.) – 5 – 7 working days
• Bespoke Products, Custom Products  – 4 to 12 weeks depending on the item.

Note, production turnaround times vary based on stock availability, project complexity, logistics and production workloads.

As a guide, we recommend orders being finalised for locally produced items one month prior to your deadline. 

Can you turn-around products quicker than your standard turn-around time?

Yes we can in most cases, we have express production services for selected products.  This varies from 24 hour to 3 day production services.  Additional costs may apply. Feel feel to contact us for further information.

Quoting, Order Process & Product Offering

How do I get a quote?

There are a number of ways you can submit a quote request,

• Submit an Online Quote Request
• Via LiveChat feature on the bottom right of our webpage.
• By completing the Contact Us Form
• Giving us a call on 1300 133 344
• By contacting your dedicated account manager. 

I can’t find pricing anywhere on your website. Why do I need a quote to receive a price? I just want a price on a product as an indication?

Every request is different and unique as no two orders are the same. Many factors  influence pricing such as quantities, delivery dates, branding requirements. During the quoting stage, our team may request information from you regarding your requirements and this will be taken into consideration when providing a quote. This process combined with our strong relationships with our trusted branded merchandise suppliers and manufacturers, both local and international, ensures that our clients always get the best possible price. 

Can you help me find a product not found on your website?

Yes absolutely, we’d be delighted to assist you in finding a product that may not be featured on our website. We showcase a snapshot of our products online to prevent overwhelming our visitors, we are more than willing to do the legwork for you. If you can’t locate a specific item or have a particular product in mind, please feel free to get in touch with us. We’re here to help!

How do I place an Order?

To confirm an order, kindly add desired items to your shopping cart and request a quote. Alternatively, if you already have a quote and would like to proceed, you can send us an email, below is the key information we require to process your order. 

Product Information:

• Product Code & Name
• Quantity
• Colour/s

Decoration Details:

• Specifics on decoration/print requirements 
• Provide your logo/design in Vector format, Our preferred file types .eps, .ai or Hi Res PDF (Note: JPG and PNG files are not suitable for print)
• Colour references in Pantone (PMS)

Your Contact Information:

• Your name
• Email address
• Contact number
• Shipping/Billing address

What is your Ordering Process like?

1. Briefing, Project Initiation and Quotation

After receiving a brief, we commence by comprehending the specifications of your project. In this phase, we gather fundamental project details to ensure the accuracy of the quotation provided.

You’re welcome to explore products online and request a quote or get in touch with us directly through LiveChat, email or phone to discuss your requirements. 

Throughout the quotation process, there may be a collaborative exchange as we finalise products and designs. We strive to offer you product options, suggestions to enhance both the product and your brand, and cost-saving solutions whenever feasible.

Once products, quantities and branding is finalised, we will provide an order confirmation for sign off. Following sign off, we will move to the next phase of the project, our production team will move to prepare Artwork Proofs and Finance will issue an Invoice for processing.

2. Artwork Preparation

We understand in some cases you may like to see an artwork mock up before finalising an order with us. We can assist with creating artwork mockups for your project, overlaying your logo or design onto products in most cases and if logo files are provided in vector format. This service extends to promotional merchandise and clothing items. Feel free to reach out to our team for more information or assistance.

Mostly our clients’ internal designers prefer to provide finished artwork,  If this is the case for you, just inform us, and we’ll furnish branding templates for the items.   

We work with logo or artwork files in vector format, our preferred file types are .EPS, .AI or Hi Res PDF. If you need assistance creating vector artwork or re-drawing logo files into vector format, we have a talented team of in-house designers here ready to help.  

For traditional printed media such as business cards, pull up banners, and fabric banners, posters, a print-ready PDF file is required. 

3. Artwork Proofing and Approval

After confirming an order and artwork files being received or finalised, Your artwork is sent to our production team for final checking. The production team will provide the Final Artwork Proofs and this is sent to you for approval before any production commences. In most cases, generating Artwork Proofs can take between 24-48 depending on the complexity of the order.

4. Invoicing

At the same time Artwork Proofs are being generated, our finance team will prepare a Tax Invoice to allow time for processing and ensure there are no hold ups post Artwork Approval. Production commences only after the full payment is settled, unless terms are agreed in writing by our management team.

5. Production and Dispatch

Once the Final Artwork Proof is approved, and the Invoice is settled, your project moves into the production phase. Upon completion, the product is packaged and dispatched to your specified address. Wherever possible the production team will share a tracking number for real-time delivery updates.

Invoicing & Payments

What are your payment terms?

We require full payment prior to bulk production commencing unless otherwise agreed in writing by Fyreside. Following your first 3 orders, you can apply for payment terms for our consideration.  For clients on terms. Our finance team reviews terms on an ongoing basis.

If you have agreed terms, Orders over $10,000 or Custom Orders require 50% Pre-payment. For further information, please refer to our Sales Terms & Conditions.

How can I pay an invoice?

We welcome payments through direct deposit or credit card. Please note that a surcharge of 1.8% is applied for credit card payments.

Do you accept Credit Cards?

Absolutely, we do welcome credit card payments. If you opt for this method, please contact our accounts team. They will provide you with a secure link for convenient online payment processing.  Please note that a surcharge of 1.8% is applied for credit card payments.

Do you Charge for freight

We offer free shipping to one location within Australia. In unique cases or if delivery to multiple locations is required, additional costs may apply. For shipments being delivered outside Australia, additional charges may apply. Please chat with our team for further information.

Artwork Files and Branding

How do you need artwork or logo files supplied?

We require logos or artwork in vector format. Our preferred file types are .EPS, .AI or Hi Res PDF.  

If you only have files in Los Resolution such as .PNG, .JPEG, .BITMAP, our amazing design team offers re-drawing services. Additional costs apply and costs will vary depending on the complexity of the logo or artwork. Feel free to reach out to our team for more information. 

What is an artwork Vector File Format?

Vector graphic files are graphics defined mathematically and are frequently associated with file extensions such as EPS, Hi Res PDF, and AI. Optimal for printing, vector files are highly recommended.

Should you possess a low-resolution file, including formats like .png, .jpeg, or .bitmap, our design team can aid in re-creating the artwork into vector format. Additional charges will apply, and the cost may vary based on the complexity of the artwork

I don’t have my artwork in vector format, Can you help?

Yes, please supply the highest resolution image of your logo or artwork and our graphic design team will re-draw it into vector format, reach out to us for more information.

We have a multiple coloured logo, can it be converted to a single colour?

Absolutely, our design team can convert your logo to one colour, reach out to us for more information

What is an artwork set up charge?

A setup charge is a cost associated with setup of the decoration machine, such as a dye, mould, screen or plate.

Can you keep my logo on file for further orders?

Most definitely, this helps our team quote on future briefs as well. 

Do you do graphic design?

We are able to create product design layouts if the logo or design is supplied in vector format. Additional costs may apply in some circumstances.

We collaborate with exceptionally talented in-house graphic designers and offer top-notch branding services. Should you need help crafting a logo or creating a design, feel free to reach out for a discussion.

Can I change artwork or Logo’s once I have approved the order for Production?

You will need to contact the Account Manager to identify the progress stage of your project and verify if there is still enough time in production to make any necessary changes, however changes made post approval are not always guaranteed.

What colour system do you use?

We utilise the Pantone Color System for our decoration processes.

What is a pantone colour?

A Pantone colour is a standardised colour system used in various industries, particularly in printing, graphic design, and manufacturing. The Pantone Matching System (PMS) assigns a unique identification (Pantone number) to each colour, ensuring consistent and accurate colour reproduction. This system helps designers and manufacturers communicate and reproduce specific colours consistently across different materials and processes. Reach out for further information or click here to view our online pantone chart.

What is bleed?

Bleed refers to the printing that extends beyond the edge of the eventual trimming area. Simply put, it is the excess area that will be cut off during the trimming process.

Freight and Transit

Does your lead time include freight / transit time?

Our provided lead times do not encompass transit times. We can offer estimated transit times for each product, which depend on your location and specific requirements. Feel free to contact us for more details.

Which freight company do you use?

We have affiliations with major freight carriers, including but not limited to, Startrack, TNT, FedEx, Direct Freight, UPS, DHL, as well as same-day courier services. The carrier selected can vary depending on the supply route selected. 

How long does it take to Ship?

The shipping times can vary depending on your location. Below are some estimated freight transit times  that can be used as a guide, chat to our team to confirm shipping timelines. 

• Standard – 1 to 3 working days.
• Regional Shipments – 2 – 5 working days
• Air Freight – 5 working Days
• Sea Freight – 20 – 25 working Days

Do you ship to regional areas in Australia?

Yes, most definitely. Additional freight time may be required and there may be extra shipping costs. For further information, reach out to our team if you have any questions. 

Do you ship to international locations?

Yes we do, We’re thrilled to let you know that we do ship to international locations with the help of our reliable shipping partners. It’s a seamless process to get our quality goods delivered worldwide. Just keep in mind that there may be some additional costs associated with international shipping. We’re here to make the process smooth, so feel free to reach out if you have any questions!

Is it possible to divide my order for delivery to multiple locations?

Absolutely! You can definitely split your order for delivery to multiple locations. Please note that there might be additional shipping costs, which will be determined based on the project’s complexity. Feel free to reach out to a member of our team for more information, and we’ll be happy to assist you!

Is it possible to pack items into a gift pack or box

Certainly, we are delighted to assist with this. We provide pick & pack services and can arrange dispatch to a single or multiple locations, or directly to your end user, whether it be an employee or your customer.

Samples

Can I order a sample?

Yes! Unbranded samples are available at cost, plus shipping and GST, unless otherwise agreed in writing by us. It’s important to note that unbranded samples are non-refundable. For clothing, unbranded samples can only be returned to include in the production run.  

If you prefer a branded sample featuring your own logo or artwork, it will be subject to the full decoration costs and potential below MOQ surcharges. Additionally, there may be a Standard Service fee associated with this service. Feel free to reach out for more details or if you’re ready to proceed with ordering a sample!

Can I order a clothing size set?

Yes, most definitely!  You can definitely request a clothing size set. We can arrange size sets for you at cost, in addition to shipping and GST. Please keep in mind that unbranded samples, including size sets, are non-refundable. If you have any further questions or if you’re ready to proceed, feel free to reach out!

Other

Do you manufacture your promotional products locally or abroad?

Some of our products are manufactured locally, while others are imported from around the globe. If you have a preference, please reach out to us or discuss with your dedicated account manager. 

Do you offer custom packaging?

Yes absolutely, the majority of products come in standard packaging.  If you’re after something unique, please reach out and chat to our team.

I want to see what my logo looks like on a product, can you help with a mock up?

Yes we can, in most cases our team can provide a quick mock up during the quoting process. Final artwork proofs will also be provided following a confirmed order for your approval. 

I need promotional gift packs/bags for my clients or staff. Can you assist? 

Yes, most definitely we offer a gift pack service and collate your order to your specification. Please discuss your requirements with our team.  

What is the Minimum Order Quantity (MOQ)?

The Minimum Order Quantity (MOQ) represents the lowest quantity of products necessary for custom decoration or branding. The specific MOQ for each product varies from product to product and depends on the supply chain. For more information or inquiries about the MOQ, reach out to us directly via LiveChat or our Contact Us Section. 

What does indent ordering mean?

An indent order is when your goods are created in an offshore factory and delivered straight to you. Indent orders have more customisation options and are generally more economical due to economies of scale. They do have longer production times. Indent ordering is also referred to by many other labels including, offshore production, factory direct, custom order.

What distinguishes a custom product, a customised product, and a bespoke product?

A Customised Product involves taking an existing product off the shelf and applying branding to it. For most stock items, various colours are available, and the decoration area and methods are predetermined. The branding is customised to match your Pantone colour.

A Custom Product is tailored to your specifications, such as matching the colour of a bucket hat to your brand’s Pantone colour. It is produced uniquely based on your requirements, with a minimum order quantity that varies depending on the item and colour.

A Bespoke Product, also known as a custom-manufactured item, is designed and made from scratch when the desired product doesn’t exist yet. Minimum order quantities apply, varying depending on the item. Throughout this process, collaboration with our experienced specialists is essential.

For more details, please don’t hesitate to reach out to us!

What is your return policy?

Returns are not accepted for custom printed products, blank samples, and custom printed samples. To prevent any disappointment, we suggest ordering unbranded samples before initiating bulk production, if your timeline allows. For more information, refer to our Sales Terms & Conditions.

What do I do if the item I need for my project is Out of Stock?

Speak to our Sales Team or your Account Manger, more often than not, they can source similar alternatives for your project. If you are not satisfied with the alternative, we can then place a Backorder with our factory, if it suits your timeline for your project. 

Can I cancel my order once approved for Production?

Unfortunately we cannot cancel any projects once the order is approved for Production.  Should you wish to cancel Post Artwork Proof stages, a cancellation fee may be applicable. For more information, refer to our Sales Terms & Conditions.

Where are you based?

We are based in Melbourne with warehouses across Sydney, Melbourne and Perth.

How can I talk to someone directly?

Feel free to get in touch with us on LiveChat or give us a call on 1300 344 133.

We run a Non-For-Profit Business, Can you offer merchandise at a discounted price?

Yes, chat to our team about your business and specific requirements and we will provide the best possible price. 

What is considered a defective item?

A manufacturer defect applies to defective materials and workmanship, we rely on our Production and manufacturing team to only supply the best quality products suited to your needs. For more information, refer to our Sales Terms & Conditions.

What do I do if I receive a defective order?

Make contact with your Account Manager and supply evidence such as Photographs indicating where you consider the product to be defective. We will then investigate internally and come up with the best possible solution for both parties. For more information, refer to our Sales Terms & Conditions.