White Horse Merch

Q&A

How do I place an order?

Email us (sales@whitehorsemerch.com.au) with the product/s you're interested in, your artwork, desired quantity, and your deadline. One of our friendly account managers will have a quote to you within 24hrs. 

Alternatively, fill out the Quote Builder form by clicking  while browsing through our range of products. 

Or simply call us on (+61 2 8437 3516) and speak with one of our friendly team. 

We look forward to hearing from you. 

Can you provide us with samples before we place our order?

Yes. Each sample order has a minimum delivery and handling fee of $15.00 + gst on top of our quoted price for the sample/s.  This is refundable (less the freight component) if an order goes ahead that meets the terms in our sample policy. Our sample policy will be emailed to you upon placing your request for a sample. 

Do you make custom products?

Yes. We actually started the company by manufacturing custom (also known as indent ordering) products for our clients. Everything from apparel, bags, headwear to every little nick-nack you can think of. 
We're able to create any product to suit your specific requests. Often we will already have the product you're looking for, in which case we produce your job as an Indent order. 

Custom & Indent ordering is by far the most cost effective option to go with, however different minimums apply depending on the product. If you have the quantity and the leadtime, this is the way to go. 

Are your products sweatshop free?  

Yes, 100% sweatshop free! We understand that behind every product is a real person. 
All of our manufacturers, printers, and embroiders comply with strict industry laws and regulations.
We're also able to create custom products using Fair Trade manufacturers. These products come with a genuine Fair Trade label on them to ensure both you and your consumers that the products are genuine Fair Trade. We can import certified Fair Trade organic cotton for local custom jobs. Minimum quantities apply. 

Our factories are accredited and regularly audited by respected organizations including:

                         

Do you have a price list? 

No. As each job has different requirements from the next, it's almost impossible for us to have a set price list. 
Each quote is tailored to your specific requests. 

Are you able to price match? 

Yes. In the unlikely event that you find a cheaper quote (on a similar product) than ours we will gladly beat it by 5%. 

WARNING: Please be aware that a lot of companies in our industry are still using sweatshop labour. This can often lead to cheap prices, this is not only unethical for the factory workers but also puts the products at risk of being very poor quality. 


Is a set up fee a once off fee? 

Set up fees are a once off fee, as long as you reuse the set up again within a twelve month period. If the set up is not used within a twelve month period, the screens and films will be destroyed, and a set up fee will need to be charged for that print run. 

How long will it take to produce our order?

The lead time all depends on the production & shipping method we're using to produce your order. This will fall into one of three categories: 

Stock - if the product you're after is from our stock range, lead time will be 7-14 working days from approval of artwork. If you need it quicker than that we do offer an express service. However, there can be a surcharge for using this service depending on how busy production is. 

Indent/Custom - If you require the products to be custom-made or would like to produce a current product as an indent order your lead time all depends on the shipping method. 

Sea Freight = 8-12 wks  from approval of sample/artwork. 
Air Freight   = 3-4 wks from approval of sample/artwork. 

Local Custom - If you have a custom request but don't have the lead time or quantity in order for us to produce it offshore, then producing your custom order locally may be the way to go. 

Lead time = 3-4 weeks from approval of sample/artwork.

Please contact us to discuss what method best suits your request.  

Can you produce our artwork? 

Yes! We've produced artwork for many of our clients over the years. Our office is packed with Macs and qualified graphic designers waiting to get their hands on your next project. 

Whether it's recreating your branding/company image or producing a print for a t-shirt, bag or cap, our designers will take your brief and turn it into a design that will turn heads. (in a good way!)
Depending on the quantity being ordered, this service can often times be at no extra charge!

What file do you require our artwork to be sent in? 

Preferred Formats

Encapsulated PostScript (.EPS Files) or PDF files
Adobe Illustrator CS (Vector Files)
Photoshop CS (with Colours separated as Layers) 

PLEASE NOTE:
Vector Files are preferred, with PMS Reference for all spot / special colours.
Images should not be embedded in the document.
Four Colour process art must include a hard copy colour proof.

Fonts - Whenever possible please convert your text to outlines (except when additional editing has to be done) Please supply all necessary TrueType and Type 1 fonts.

Media - Files may be supplied on CD, DVD or emailed (no bigger than 10MB). 

Artwork General - Faxes, Photocopies, business cards and word documents will not be accepted as useable artwork. Please ensure a bleed of 5mm is allowed for any items that may be die-cut.

If your artwork isn't "print ready" and you're not able to supply us with your artwork in one of the correct files, we will have to reillustrate it for you. We're happy to do quick small artwork alterations at no extra cost, however if the artwork needs a lot of work in order for it to be print ready, we will then quote this to you based on our graphic design hourly rate.  

What are your payment terms? 

For all new customers we require payment before dispatching your order. 
Minimum of three orders before you're eligible for a 14 day account. 30 day accounts available to clients that meet our criteria. This criteria is available upon request. 

Terms & Conditions: 

White Horse Merchandise cannot be liable for delays in delivery or product availability due to customs, shipping or natural disasters. 

Set Up Fees: We only hold screens for a maximum of twelve months. Set up fees will not be incurred for repeat jobs placed within twelve months of the initial order for that particular artwork/set up. All repeat orders placed after a twelve month period will be charged a set up fee.
 
For a full list of our Terms and Conditions or to ask anything not listed above, please contact one of our staff for more information. 
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