FAQS
We’re sure that you may have a few questions regarding our industry and the services we can provide, so let us answer for you in advance some of the most common queries our customers have.
We utilise Australia post standard services unless specified by yourself
in writing. All items will be posted to the address detailed on your
invoice, if the details are incorrect it is your responsibility to
advise by email/writing prior to despatching. Relevant charges for
postage and handling are included in your invoice. Surfside Engraving is
not liable for any parcels lost or damaged with Australia Post - we do
recommend you undertake additional insurance for valuable items however
you will need to notify us of this if required. Should any damage occur
in transit you will need to make a claim with Australia Post for such
damage.
Where possible, samples can be provided at full product cost and are to
be paid for prior to dispatch - this includes cast badges (full price of
mold required), printed metal badges (noting colour changes can occur
when using non white backgrounds). We strongly recommend this for any
quantity orders as final product outcomes are only as good as the
artwork you provide and to ensure you are happy with the finish of the
product. Colour references are utilised, colours appear slightly different on a computer screen due to it being backlit, again
ordering a sample will ensure you are happy with the colour outcome as we do not refund if you have changed your mind
or haven't ordered a sample to approve firstly.
Unless prior arranged should you require the services of a Courier
please notify us for relevant costings. Payment of courier fees is
required in advance unless payment on collection is made.
For orders under $500 full payment is required to commence work. For
orders over $500 we require a 50% deposit to commence work with
balance due on completion before dispatch. However, if the work is due
within 7-14 days, full payment is required to commence work. Proforma
invoices can be provided for deposits upon request. We only offer 7 day terms
to approved customers. Payments that are after these terms attract late payment
fee of $15 + GST per notification. Once two late payment advices are notified it
will be forwarded to our Debt Collectors.
If you are unable to provide artwork with your enquiry our design team
are happy to assist you. Should you already have artwork we require it
in these formats: Preferred quality EPS, JPG 300dpi. Print Colour -
RGB profile. We endeavour to colour match as close as possible with
all artwork however please note with different mediums there can be
variations, for this we are not liable. We will advise the process
most suitable for your project unless you have specific deadline
requirements - if artwork is not compatible with your requirements we
are not liable for the outcome. All artwork legally remains the
digital property of Surfside Engraving and cannot be utilised with any
other supplier without our formal consent. We offer sufficient
timeframes and offer a service of samples (at a cost) we strongly
recommend you adhere to this advice to avoid disappointment.
Upon confirmation in writing/email that you wish to proceed with our
services we will issue an invoice - 100% cancellation fees apply once
payment/deposit is received. Once the invoice is paid we will commence
and advise approximate etd for your purchase unless prior arranged
with management. Payments can be made via Credit Card/ Direct
Deposit / Cash. Should you make payment via eft please forward the
receipt for faster processing. Credit card payment fee 2.2%. All Trophy orders
have a minimum 10 day confirmation, orders cannot be changed from existing
order, additions may be possible if you liaise directly with us but no guarantees
can be made due to stock levels.
Surfside Engraving will not accept responsibility or liability for
personal items left at our Office. Should items supplied by the
customer be damaged in the process of work being undertaken we are not
liable. Every care and attention is taken when undertaking work on
customers personal items and work will not commence until payment and
approval of the works required is given. When works are completed
goods must be collected within the timeframe stated or storage costs
will apply. If you supply your own drinkware we are unable to 100%
guarantee that items won't slip/move on our machinery and we
cannot guarantee engraving due to faults with goods you have
supplied. If supplying your own drinkware we recommend you allow for
a few spares for defects on your bottles.
We will not replace items where placement is discussed if there has been
any movement on our machinery. This is very rare however we cannot guarantee.
Every effort is made to ensure delivery approximations are met,
however to ensure we are completing your job to our satisfaction these
can be exceeded. Our apologies should this occur however we take pride
in our service and products to you.
We are not required to provide you with a refund or credit if you
change your mind. We do not offer returns or refunds on goods
manufactured (printed or engraved) specifically for your requirements
once artwork is approved and confirmed by email or in writing (we
strongly recommend you request a sample to ensure the product is what
you want as no returns once given approval). All goods are made in
reference to the description in our quotations/emails. Any printed, cast or
engraved items cannot be returned as the material has been made to
suit your requirements. We endeavour to ensure no faulty goods are
delivered, whilst we make every attempt to pack your goods securely,
should you require additional coverage whilst in transit with
Australia Post or Couriers you must request this at time of ordering
as additional charges apply. Should a parcel arrive visibly damaged
you must notify the transport company immediately and also inform us.
All items manufactured come with a 7 day Common Warranty - you must advise
us within 7 days of delivery if any items are faulty and we will investigate and
rectify. Written advice via email with photos will be required within this timeframe
and goods are to be returned to us at your expense. Claims after 7 days hold no warranty.
these important items of your uniforms do require some special
attention being so small. To avoid discolouration or damage we
recommend the following:
- Don’t leave in vehicles
- Don’t put through the washing machine / dryer
- Magnetic badges shouldn’t be left attached to the work computer
- Magnetic fittings are not suitable for people with pace makers
- Secure pins when removed
