Frequently Asked Questions
In order to make things as simple as possible, we’ve put together a list of the most common questions we get asked on a day to day basis here at GiftSolutions.
If you’re here and still can’t find the answers you were looking for, then please don’t hesitate to contact one of our friendly team members directly on 018 6666521 (Whatsapp) or simply email
firstname.lastname@example.org We'd love to hear from you!
Q. CAN I SPEAK TO A REAL PERSON?
A. Here at GiftSolutions we pride ourselves on providing the best possible customer care and are happy to communicate with you in whichever way suits you best. We strongly believe that people like to deal with people, so If you wish to speak to one of our Customer Support to discuss your specific project requirements then simply give us call on 018 6666521. We also heavily believe in a 24/7 attitude so if you wish to email your enquiry through to email@example.com even out of office hours, you will generally receive a response. Every potential customer receives a dedicated professional Customer Support to ensure continuity from your initial enquiry right through to the final order.
Q. WHAT ARE BUSINESS DAYS?
A. Our general business days are Monday to Friday 8.30 am to 5.00 pm and do not include weekends or public holidays, however at GiftSolutions we do have a can do ethos and as such will always work with you to achieve your specific requirements.
Q. CAN I RECEIVE A VISUAL OF THE PRODUCT FEATURING MY LOGO AND BRAND MESSAGE?
A. At GiftSolutions, we believe in ensuring that our clients are 100% satisfied prior to placing an order and as such we have a team of professional graphic designers who can prepare visuals of your desired products featuring your particular logo and imprint requirements to assist you in your decision making process. We appreciate that you are often making a significant investment in such products and as such this service below market charges and our visuals are usually turned around within a few hours, subject to the quantity required.
We make every effort to provide clear and color-correct product visuals however, screen images are inherently limited in their ability to communicate colour, scale, and detail. We want to remind customers to be careful about making assumptions about products from virtual samples. We strongly urge our customers to order physical samples. If you choose not to evaluate a physical sample, we cannot be held responsible for the difference between the image as it appears on your screen and the final product.
Q. CAN I RECEIVE ACTUAL PRODUCT SAMPLES?
A. Subject to the value of the products you are looking to potentially order, we are more than happy, within reason to provide blank samples, again to ensure that you the customer are 100% satisfied prior to making an order. Samples range from $5 - $100 with additional shipping charges depending on the item, and cannot be returned for credit or refund. You will receive a maximum of 1 sample per shipment. Samples regularly ship within 24-48 hours from time of purchase. We strongly urge our customers to order actual samples. If you choose not to evaluate a physical sample, we cannot be held responsible for the difference between the image as it appears on your monitor and the final product. Please note though that product samples can feature your desired imprint requirements as sample charges due to the machine setup costs to print just one product. Sample charges will differ depending on the number of colours and size of the logo. You may order a pre-production sample with your own artwork for a RM100.00 to RM300.00 cost depending on the cost of products and set-up cost. The full amount paid for will be credited towards your next bulk order. Please contact our Customer Support at 018 6666521
Q. HOW DO I PLACE MY ORDER?
1. Browse and Choose your favoured products from our extensive range.
2. Select your Quantity and Go to PRODUCT CUSTOMIZATION to upload your artwork of logo and designs.
3. Add the chosen products to the CART and PROCEED SHOPPING or CHECK OUT with your preferred payment option.
4. Immediately after placing your order you will receive an confirmation e-mail with full details of your sampling (if any) and delivery.
5. You will received another email featuring your e-mockup whereby we will need your approval before we can go into production. Please note that any delay in approving the e-mockup will delay the delivery accordingly.
6. Once you are happy with the artwork and have approved it, we will then process your order and deliver to you at your requested date.
Q. WHAT ARTWORK IS REQUIRED?
A. Ideally we need your artwork in an eps format. A jpeg or similar formatted file is not of a high enough resolution to provide for a truly professional finish. However, if you are struggling in this area our professional design team will prepare the necessary artwork for a fee. Please see our ARTWORK TIPS section for additional information and help on preparing your artwork.
Q. DO THE PRICES INCLUDE GST?
A. All prices on the website are excluding GST and transport unless otherwise stated.
Q. WHAT IS AN IMPRINT COLOUR?
A. This is the colour that you would like your artwork printed in on the items you have ordered, please consider the contrast between the item and the print colour when choosing. The industry works to what is called Pantone Colours however due to the nature of different products Pantone matching cannot always be guaranteed. It is also worth noting that if you are printing onto a shiny product such as a plastic pen then the end print colour will look slightly different to that printed on to say a t-shirt where the ink gets absorbed slightly into the fabric. Our Account Managers are fully trained in this area and will always provide you with the best possible advice. For additional details Please see our artwork tips section.
CAN I PAY FOR A RUSH? WHAT IS YOUR GUARANTEE POLICY?
Rush production is available on select items and print methods at an additional cost. If an order arrives late due to a production delay, we will refund the total delivery fee. By selecting a rush date you waive any proofing options, and if you require a proof, your guaranteed date may be delayed dependent upon proof approval.
HOW DO I SUBMIT MY ART WORK?
You can also submit your design in the PRODUCT CUSTOMIZATION button before you ADD TO CART. If we do not receive your artwork and/or imprint instructions in a timely manner your order may be subject to delays.
WHAT ARE SET-UP CHARGES?
Custom imprinting your logo on an item requires printing plates, film, setting up the engraving laser or embroidery tape charges (just to name a few). These costs are independent of the actual costs of imprinting and varies with different prints and sizes. Although these are one-time costs, for certain items there are re-set charges, which will also be noted separately.
WHAT CARRIERS DO YOU USE AND HOW WILL MY ORDER BE DELIVERED?
All shipments leaving our factory are inspected and signed for by the carrier. Most orders are shipped via GDex or EziLori, depending on the destination and weight/size of the shipment.
WHEN WILL MY ORDER ARRIVE?
Typically, our orders do arrive by the date provided, but time requirements for the printing process or failure to provide high quality, camera ready artwork may cause your order to arrive later than originally estimated.
CAN I CHANGE OR CANCEL MY ORDER AFTER I HAVE PLACED IT?
We are unable to make any changes to your order once production has begun. However, you may cancel your order at a 10% cancellation fee prior to approval of your proof, and 15% if you decide to cancel before the production process begins. Once your order goes into production, be no changes or cancellation can be considered.
Overview of the Ordering Process
Once you place your order, you’ll immediately receive an e-mail confirmation with your order number. Shortly thereafter (during business hours) you’ll receive an email from the Customer Care representative who will be taking personal care of your order. This promotional products expert will fully review your order, make suggestions, confirm dates and review your artwork.
Once all of the details are set, the next thing you’ll receive is a email of your ‘e-mockup’ showing your artwork on a mockup of the item(s) you’re purchasing. There you’ll have the opportunity to approve it, or make suggestions for changes and improvements (remember, all of your artwork for an order is FREE. We don’t charge for art design and prep!). Keep in mind the charges will not change (including shipping!) from what was shown in the order confirmation you received at the start of the process unless something has changed (quantity, additional imprint colors or quicker shipping) – and then only if you’ve approved them in advance.
HOW FAST WILL I GET MY ORDER?
Production times are listed for every item on the site. This is the number of business days it takes to print your item with a single color imprint after you’ve approved your artwork. The number of days for delivery depends on the shipping method you choose. As part of the online order process we show you the shipping charges by truck. If you need an item faster than the production time shown or if you have any questions contact us – we love a challenge and would be happy to help!
WHAT IF I NEED MY PRODUCTS FOR A SPECIFIC EVENT DATE?
Production times stated on each product page are estimates only and vary according to manufacturer. Please advise us when you placed your order if your in-hands date is firm or if you need your items by a particular time of day. Unless we are notified otherwise, we assume that the standard production time is appropriate.
Sure! Just let your Customer Support know (you’ll get an e-mail from them shortly after you place your order!) and they’ll be happy to assist. Extra transport charges will be levied.
We apologize for any inconvenience this is caused you. Typically in our industry you are charged for any ‘overruns’ – we don’t! We charge you only for what you ordered. In the unlikely event we ship fewer than ordered, you’ll be charged only for what you received or the shortage will be replaced. If your order didn’t arrive with the right amount of pieces, please contact our customer service department: 018 6666521.
WHAT ARE SET UP CHARGES?
Some of the items we offer have ‘set-up’ charges (screen charges, die charges, etc.). It is important to note these are NOT art charges. These are charges to create the screen, die or other necessary items to imprint your specific logo. Keep in mind that if you ever place an exact reorder for the same item you do not have to pay the set up charge again!
IF I REORDER AN ITEM WILL I PAY SET-UP CHARGES AGAIN?
No! If you place an exact reorder (same art and item)within 6 months of your previous order, you aren’t charged a set-up charge again. Also, once we’ve done your logo in a digitized format for embroidery, we don’t charge you a new tape or digitizing charge to embroider any other item!
Q. I HAVE AN ITEM IN MIND THAT ISN’T ON THE WEBSITE – CAN YOU HELP?
A. In the majority of cases the answer is yes! Our website is the largest in the Malaysia but we also have access to hundreds of additional products including bespoke manufactured items. Simply contact our Customer Service at 018 6666521 if you can't find the specific product you are looking for and they will do their utmost to meet your requirements. You can also upload the image of the product into out POST BUY REQUEST template.
Q. CAN YOU PRINT ON ANYTHING?
A. We have literally thousands of products available, all of which can be branded. Some products can only be branded in single colour, others can be embossed or engraved and recently we have added a raft of products which can now be printed in vibrant full process colour. The print areas on each product also varies, however we try to make our website as comprehensive as possible to provide you with as much detail in terms of product and print specifications. Our studio and factories will always double check prior to progressing to production that your desired print requirements will work on your chosen product. Should there be any potential issues these will always be flagged up, at the end of the day we want happy customers that come back time and time again.
WHAT IS YOUR RETURN POLICY?
The industry standard for customized products dictates a no return and a no refund policy. Except in the case of manufacturing defects or customization that does not match your order approval, we are unable to accept returns on promotional items. However, if an order is not well received due to an error on our part we will reprint the order and ship it by road. When an error has been confirmed, we will make every attempt to promptly collect back and reprint the order. We will process the reprint order exactly as you had originally requested without any new additional design. The product, logo/artwork or imprint color cannot be changed when processing the reprint unless pre-approved by us. We make every effort to fill your order to your specifications. (The ordering process for imprinted goods allows you the opportunity to obtain a sample of the goods before ordering and to approve your print proof before the imprinting process begins. Because once they are imprinted these specially-manufactured goods have no value to us or to other customers, no returns of properly-imprinted goods are accepted.)
Any imprinted products returned in violation of this policy will be discarded at GiftSolutions’ discretion.
If a customer chooses to purchase blank items without any imprint fromGiftSolutions and then has a third party company apply a custom imprint to those items, please be advised that, after imprinting, GiftSolutions cannot open any claims or fix any problems that may occur with the items. Any issues regarding blank items must be addressed before the items are sent to another company for imprinting.
In the case that you believe you received a product or order in error, please contact your CUSTOMER SERVICE within 12 hours of receipt of the merchandise. Claims made after this time will not be reviewed. Before GiftSolutions can begin to process a claim, a sampling of the goods (quantity will be determined at GiftSolutions discretion) must be provided for us to review. GiftSolutions reserves the right to take up to ten working days to process/review a claim from the date of receipt of the goods in question. Any credits, returns, or refunds will be processed within 30 working days after review, unless otherwise noted
No returns are accepted after 3 working days. In the case of a customer error or unauthorised return (including rejected shipments), the customer is responsible for the return transport costs back to GiftSolutions, unless otherwise noted.
NOTES ABOUT OUR SITE
The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs, products or trademarks.
All prices and product information are subject to change without notice.