FAQs

Do you have questions about our products or ordering process? We’ve answered the most common questions below. If you need any further assistance, call us on 1300 366 884 or email sales@merchfactory.com.

HOW DO I CHOOSE THE RIGHT PROMOTIONAL PRODUCT?

Consider who will receive the product, what they will find useful and where they are likely to use it. The best promotional products are practical, relevant to your audience and keep your brand visible.

If you’re unsure, contact us and we’ll help you choose products that suit your audience, budget and deadline.

WHAT SHOULD I PRINT ON MY PRODUCTS?

Most customers start with their logo. You may also include a slogan, website address, contact details, QR code, social media details or another message relevant to your campaign.

We’ll help you determine what will reproduce clearly and look best on your chosen product.

I NEED MY MERCHANDISE QUICKLY. CAN YOU HELP?

Express production and delivery may be available for some products. Include your required delivery date when submitting your order request, and we’ll let you know which options may meet your deadline.

The earlier you contact us, the more options we are likely to have available.

CAN I GET A SAMPLE BEFORE PLACING AN ORDER?

Samples are available for most products and can be helpful when checking quality, colour, size or suitability.

Contact us with the product you’re considering, and we’ll confirm sample availability, pricing and delivery.

HOW CAN I SPEAK WITH SOMEONE DIRECTLY?

Call us on 1300 366 884 or email sales@merchfactory.com.

If you’ve already submitted an order request, you can also reply directly to our email when we contact you.

HOW LONG WILL IT TAKE TO RECEIVE MY PRODUCTS?

Turnaround times vary depending on the product, quantity, decoration method and delivery location. We’ll confirm the expected production and delivery timeframe before your order is finalised.

If you have a specific deadline, include it with your order request. Express production and delivery may be available for some products.

WHAT IS THE ORDER PROCESS?

Step 1 — Submit your order request with your preferred product, quantity, contact details and deadline.

Step 2 — We’ll contact you to confirm your artwork, colours, pricing, freight and final order details.

Step 3 — You’ll approve the artwork and order details before we send your invoice.

Step 4 — Production begins after payment is received. We’ll also confirm the expected turnaround and delivery details.

Step 5 — Your completed products are delivered to your nominated address.