How long will my order take?

We understand that turnaround time is paramount. For urgent events, we recommend contacting Frame Promotional Products to determine if your deadline can be achieved. We can provide definitive advice as to whether your deadline can be met. For the majority of products, 2-3 weeks is the standard turnaround, however it does vary from product to product depending on decoration and quantity. Some items come with reduced pricing for longer turnaround times.


Can I place an order via phone or email?

Sure! We have a lot of experience in finding the right promotional products for you. If you’re not sure what you're after, we can suggest solutions to suit your needs. We recommend visiting our showroom to see our extensive range; we have thousands of samples in store, and it's often easier when you can touch and feel them yourself. We understand if you can't drop in, and we're more than happy to assist you via phone/email.


Can I purchase directly through your website?

Not at the moment. Please contact us via phone or email, or call in to our showroom.


How do I supply artwork?

Requirements vary for different items, but high quality artwork in digital format is essential. We prefer vector files (EPS, AI and vector PDF) when available. Hi-res JPGs and PSD files may be okay for some types of decoration (embroidery and digital printing, for example). Please refer to our Artwork Requirements PDF for more information.


What is your minimum quantity, and do you sell one-offs?

We generally sell in bulk. Minimum order quantities vary for different items/turnaround times. Here are some minimum quantities for popular items:

Stubby holders - 50

Embroidered clothing - 10

Screen printed clothing - 20


Do you sell blank/unbranded merchandise?

Not generally. Please contact us to discuss your individual needs.


What do you need to know in order to provide a quote?

We need to know what item(s) you're after, how many you need, what branding/artwork you want on them, when you need them, and (if possible) your budget. It's helpful if we can send us the artwork before quoting as well. The price for embroidery, for example, is based on the number of stitches, which is determined by the artwork.


What's the turnaround for quotes, and are they free?

Yes, quotes are free! Please allow about 48 hours for quotes. Complex quotes may take a little longer. If you need a quote urgently, please call us and we will endeavour to move you to the front of the queue.


Is GST included in your prices?

No. If you are ordering from within Australia you will need to add 10% GST to all prices.


Do you supply products that aren't featured on your website?

Yes! Due to the extensive range of promotional products we offer, it's not possible to feature them all. Please contact our friendly team to discuss your requirements.


What if I can’t supply my logo in the required format?

Give us the best/highest quality artwork you have. We have an in-house graphic designer who can re-create your logo for a small one-off fee.


Do you have brochures/catalogues?

We have many catalogues from our suppliers in our showroom and two online priced catalogues from our two main suppliers. We invite you to look through them in store, unfortunately we don’t have enough copies to distribute all of them. However, you are welcome to take one of our main suppliers’ brochures which contains some of the products we can offer. Visit us in store for more information.


Can I get a sample to approve before final production?

Yes. However, this can sometimes incur an additional cost. Please contact us for more information.


Do you offer delivery?

Yes, we can deliver anywhere nationally at an additional cost. Please contact us for more information.


What steps are involved in placing an order?

Once you accept a quote, our art department will send you order confirmation(s) and art approval(s) via email. We ask that you check all details carefully, sign all pages, and return them to us via email or fax. We cannot commence production until we receive signed confirmation from you. We will give you a call when your job is ready for collection.


What is digitising?

Digitising is the process of converting digital artwork into a stitch file that can be read by an embroidery machine. We offer digitising for a one-off fee, and the process takes 2 business days. We’ll keep your embroidery on file for future embroidery jobs. The embroidery of simple text only (created in house) may not require digitising.