FAQs
Check out our commonly asked FAQ's here.
If you can't find the answer to your question here, contact us and we will be happy to help.
Gearup Promotions
08 9303 9733
info@gearuppromo.com.au
Order and Delivery FAQ's
How long will my order take?
Blank or un-decorated orders are usually shipped within 2 business days.
If you are adding an embellishment (eg Embroidery or Printing) the order is usually ready to ship in approx 10 business days from your artwork approval. Freight times will vary depending on the destination.
If you need your order by a specific date, be sure to chat with us prior to placing your order so we can check the availability.
All custom made orders will take longer and this will be discussed as part of the order process.
Is it really free shipping?
Yes!!! For most orders over $500 EX GST we offer free shipping within Australia. Orders under $500 have fixed rate shipping of $20 EX GST.
Please note some Brands are not included in the free shipping offer and the shipping costs for these Brands will be manually quoted prior to proceeding with your order.
Brands not included (this list may change from time to time):
The Range
Po 'Di Fame
Gear For Life
Grace Collection (Bags and Bulky items)
We usually ship orders as a complete order, if you would like to ship part of your order whilst awaiting a back order we will be happy to split the order, please enquire for any additional freight fees.
Gearup use a range of carriers depending on the order specifics and we reserve the right to use our carrier of choice for any free or fixed rate freight options.
Alternate and/or Express carrier options may be available at additional cost to the client, price will be quoted as required.
What happens if my item is out of stock?
Our warehouses are well stocked and are ready and waiting to fulfill your order. Occasionally some items are so popular they sell out faster than the replacement units can arrive and there can be a short gap in stock availability. Most items are re-stocked quickly, but if you are unable to wait we will work with you to try and identify a suitable replacement item.
We usually ship orders as a complete order, if you would like to ship part of your order whilst awaiting a back order we will be happy to do that for an additional shipping fee. Please reach out and we can assist.
If you need your order for a particular date, please let us know prior to placing the order so we can check the availability and guide the order process along smoothly:)
Can I get my order delivered to a PO Box or Parcel Locker?
We use a variety of postal and courier services across Australia and overseas. Due to the mix of services, our standard delivery does not include delivery to PO Boxes or parcel lockers.
If you require delivery to a PO Box, please contact us prior to placing your order to see what delivery options are available. Additional fees may apply.
Artwork FAQ's
I don't have my artwork file?
We can help!
Everyday we help clients recreate files to the formats required to get a banging look for their Clothing and Merch. Get in touch and we will be happy to help :). A small additional fee may apply.
What is a Vector File?
A vector file is an editable file for your logo, that is clean and clear and will provide an excellent quality reproduction of your logo.
The usual file types we work with are
.ai
.eps
Not sure if you have the correct file, then send us the files you have and we can help you get sorted pronto :)
What are PMS colours?
PMS colours are colours from a colour pallete book (much the same as when you go and choose paint swatches). All the top quality embroiders/printers will have the reference book and that way we can match up the colours in your logo giving you a consistent look.
Some equipment does not use PMS colours, in which case we will print your logo in CMYK colour blends which will give a close colour match.
Please let us know about any colour specifics and we will be happy to help :)
Click HERE for a link to a downloadable PMS colour chart. Please note that this chart will look different on different screens and printers and is provided for reference only.
Can I use a JPEG file?
For embroidery we can generally use a JPEG file, for all other decotration types we prefer a vector file which is editable or in some circumstances we can use a PNG file with a clear background.
You can always send us the files you have and we will be happy to see if they are suitable
Returns policy and FAQ's
Can I return items?
Change of Mind Returns
Items that are in original, resaleable condition with all the tags and bags may be eleigible for exchange or return for change of mind. Firstly:
Reach out to us within 7 days so we can work through the situation with you
If the items are deemed suitable to return, we will send you a Return Authority Number and further instructions.
Returns freight is at the customers expense and all goods will be inspected as part of the return process and only items that are suitable for return will be accepted. Items not accepted will be returned to the client at the customers expense.
For change of mind returns, a restocking fee of $30 ex GST per supplier applies.
Items that have been embellished or decorated with names or logos are not eleigible for return.
What happens with faulty items?
Statuatory Returns
If the goods you receive are not as ordered or significantly different to the description we will work with you to resolve the issue. Minor variance to goods may not be considered significant as all items are made by hand and may come from different batches.
All claims will be assesed individually and you may be required to send photos to assist in the varification process.
Returning samples
If you have purchased samples as part of the decision making process, you can return the samples to us to be included in your order or you can hang onto them
