Frequently Asked Questions


How long will it take to produce and deliver my order?

The standard turnaround for most product is 7-10 working days from signoff for the artwork proof. All indent stock is around 12 – 14 weeks. (As a rule indent is only available for items over 1000 / 2000 units).


Can the order be delivered any faster?

Yes we can sometimes arrange very fast deliveries, you just need to ask. Time is very much dictated by what artwork you supply and how quickly you sign off the proof once provided to you. The fastest way is to supply the correct artwork in finished format and sign the proof off ASAP once you receive it.


Can my order be split and delivered to more than one destination?

Yes, provided you indicate this at time of order we can usually arrange for split deliveries.


What are the minimum order quantities?

Minimums vary from product to product, usually with clothing and caps it’s around 20 units of each, then with promotional products it can be anywhere from 20 units to 1000 units depending on the product.


What are the setup charges?

For promotional products the initial costs are dictated by the number of colours and positions to be printed. For embroidery the number of colours make little difference but the coverage (stitch count) does. Either way you don’t need to worry over these permutations as Cloudbase Promotion’s quotes are always presented as an all up figure inclusive of any set up charges.


What format is required for artwork?

For print original vectorised files such as EPS, AI, PDF are required to achieve a professional result. For embroidery we can accept jpeg as well as these other formats. Check with us at the time and we will guide you over what is best for the particular project.


I want to change or amend something in the artwork – can this be done?

Yes you can change your artwork, but there can be a fee depending on what is involved.


Will I get a proof of the design before production?

With print of a design for the first time you will always receive an electronic proof for approval or amendment. You can change this proof once free of charge and can make further amendments but may be charged for the additional design time incurred. With embroidery of a design for the first time you will receive a stitched proof on fabric so you can approve the actual dimensions and colours of threads. Again one reproofing is free and subsequent ones will incur a charge.

For reprints without change of a previously printed design or rerun without change of a previously embroidered item no proofs are necessary or provided.


Can I get my PMS colour matched?

In spot colour printing we print the specified PMS colour. In embroidery we match thread colours as closely as possible. In smaller run production of promotional items such as pens it is usually possible to find a reasonably close match to a coloured body in the range. With larger volumes of indent orders for items such as pens it is possible to make bodies in most PMS colours.


What happens if I change my mind on some aspect of the order?

You may amend the order up to the time of signing the artwork proof. Depending on what costs have been incurred up to this point you may be charged a cancellation fee of $90.00 plus GST. Once the artwork approval is signed off production gets underway and you are committed to the order.


Can I receive a pre-production sample for approval prior to my order being placed into production?

If the order is a large indent order you may request to see a preproduction sample, once the order is signed off.  This is often free of charge. For smaller orders you may request to see a pre-production sample. There will be a cost for this and the charge will vary depending what you want a sample of. Also bear in mind requirements to see preproduction samples will slow production, and will therefore extend the delivery period.


Are other items available apart from what I see in the catalogues?

Yes, we custom make a lot of product outside of what you see listed in the catalogues. Both our design staff and those of our suppliers are proactive ‘creatives’ so creating products which stand out and get you noticed is important for us. However please bear in mind that this exercise often requires additional budget, more than utilising stock items.


What is your return policy?

If we supply you samples and they are returned within the timeframe specified, and in the exact same condition and packaging as when supplied, then only costs of freight incurred will apply. However we will not accept old stock outside of timeframes specified, or branded products (unless there was an error on our behalf).


Can you supply me a sample of an item?

Yes, we can provide samples of product which you are committed to ordering but simply need the reassurance that it is as it appears in the catalogue, and provided it is currently in stock. The only cost will be those of delivery, but see comments above in ‘Returns Policy’.


Do you have terms of trade?

Yes view attachment