Although it is easy and hassle-free to buy from us, there are some important things for you to know and agree with before you make any transaction.
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:
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.
Usually you provide your approval by printing the form we send, signing it, then scanning and emailing back to us. Sometimes it is sufficient for you to simply send us a plain email saying ‘Artwork proof approved’, because you’re telling us in writing that you accept the supplied proof.
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, people do make counting errors from time to time. People work quickly and this is one of the factors that help us keep our costs down!
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 is often more expensive than the items themselves. Therefore we ask that you tolerate an over- or under-supply of no more than 1.5% on your bulk orders, and take this into account in your ordering requirements (eg., if you must have exactly 1000 pens, please order 1015, just to be sure!).
This also applies to breakable items and things that ‘work’, like tools or calculators.
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 from eWAY containing your order details (if you have provided your email address). 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.
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.
We like hearing from people. If you want to tell us or ask us anything, please call or send us a message here!