Q: Why should I buy my logoed uniforms & merch from Activ Embroidery Designs?
A: We offer personal, approachable & responsive service. We listen and take the time to ensure you'll receive the right product for its intended use. We offer embroidered or printed swatches of your logo before decoration to make sure it's the right size, colour and position. We meet or exceed deadlines and are always in contact if a delay or other issue arises.
Q: What is the ordering process?
A: Once you've chosen and processed your order at the checkout, we'll issue a tax invoice and payment options. Once the funds are received, we'll process your order.
Please email your artwork with your Order Number to info@activembroiderydesigns.com.au (please also list any requirements in terms of logo size, placement, colour or anything else you think relevant. We will contact you to confirm these details to make sure you receive exactly what you've requested).
Please remember to choose Embroidery Setup (located in the Shop - Basics page) if this is the first time you're submitting the artwork. A Setup charge is not required where 50+ garments or 100+ caps are to be embroidered with the same design or for repeat orders of the same logo. This applies to one logo only. Multiple logos on the same garment requires the payment of additional Setup & Embroidery charges.
Q: What type of artwork files are required?
A: For embroidery work, please supply good quality jpeg, bmp, pdf or eps files. All print work requires native pdf or eps files converted to curves. Any artwork file not clean enough to use may incur extra charges but we will always discuss this with you first.
Q: What are the embroidery limitations?
A: The embroidery included with the garment items online is left hand side pocket position, limited to approximately 10k stitches, 5 colours and about 100mm x 40mm area. If in doubt, please email your logo first for confirmation. If your logo exceeds the limitations or you need multiple embroideries on the same item, we'll confirm the costs with you before starting any work.
Q: What is the embroidery setup for?
A: The embroidery setup is a digitised file needed to operate the embroidery machine. This is the initial setup cost that applies once only provided you don't change the layout of the logos for subsequent orders. The setup cost is for the creation and sampling of the logos only. Ownership of the files remains with Activ Embroidery Designs. You may purchase a copy of the embroidery file for your records or to use at another location. Once payment is received in full, the files will be released. Prices available on request. Please note that print files are not available for purchase. All setups are created at our Sydney office.
Q: What is your minimum order?
A: The minimum order is 5 units for most garments and 12 units for headwear (must all be from the same brand,). All items will have their minimum order quantity listed. If you need a smaller quantity than listed, please contact us for details.
Q: Do you embroider and print on customer supplied garments?
A: We embroider to your garments and headwear. Please email your design for a free quote or contact us to discuss the details. We do not print onto your garments.
Q: How long will my order take?
A: Once we've received your order, design file and confirmed payment, we'll contact you to discuss the logo and make sure we have all the info we need to do a great job. We'll then email you a proof of your logo within a day or two. Once you've signed off to proceed, the completed order will take 3 - 5 working days for most embroidered garments order qty<50. Exceptions may apply but we pride ourselves on keeping to promised completion dates and will be in touch with you if there's a possibility of any delay. Times quoted exclude freight times.
Q: What is your returns policy?
A: Please see Terms & Shipping
Q: I made a mistake on the order. Can I amend or cancel?
A: Once an order is placed and paid for, we'll contact you to confirm the order. If you notify us of a mistake at this time, amendments or cancellation is possible with 2% fee charge. If the order is processed and items are ordered in and we've created the embroidery or print files, setup & restocking charge will apply.
Q: Do you provide samples?
A: If we have the desired style, size and colour in stock, we can supply samples for your perusal and fitting. We can also order in various styles for your consideration. Charges apply in both cases. Due to health reasons, headwear & clothing samples cannot be returned. Please contact us for further details.
Q: Can I collect my order in person?
A: Yes, we have a office where orders can be collected weekdays between Monday to Friday 9:30am - 4:30pm.
Q: I need to order different coloured garments. Is there a surcharge to use different coloured threads for each garment?
A: Generally, most designs can be separated to suit light colours and dark colours, so 2 colourways of the same design. There's no surcharge for this. But if multiple colourways are needed, a surcharge may apply. Please contact us to discuss.
Q: Can I purchase your garments without decoration?
A: Yes, please contact us to discuss.
Q: What if my question isn't here.
A: Please email all other questions to info@activembroiderydesigns.com.au
