Ordering

Placing orders and supplying artwork guide.

After placing your order and uploading your artwork files, your order will be processed and logged in our system. Orders placed before 10:30am, will be processed and logged same day. Orders placed after 10:30am will be logged the next working day. You will receive an email notification once your order is logged – If you do not receive a notification email that your order has been logged within 48 hours of placing your order, please contact us immediately at or phone Mob: 0421 843 351 to ensure your order has not been missed.

When supplying your own artwork our design team will view the supplied files and reply if changes are required to get the best printing result.

Before printing commences will receive and email to your provided email account, including a digital proof attached in PDF, JPEG or GIF formats.

After viewing your digital proof, you can either approve the proof for printing, or replying to us with any changes required. When requesting changes, please allow up to 24 hours to receive a revised proof.

After we’ve received your approval, an invoice with an option to pay with credit card online or via direct bank deposit will be sent to the email account provided with the order. If you have not received any correspondence 24hours after making payment,  please contact us immediately or phone Mob: 0421 843351.

Once payment has been landed your printing is sent into pre-press department where it’s optimized for optimum print results. Production time on average is within our 2-5 working day turn-around, however some products can take up to 7-14 working days in production and more. This is because some products require special drying methods or type of construction.

Delivery

Approximately 2-5 days delivery time Australia wide.

Once your order has been paid for job goes to our production team for printing. Once your order is complete we dispatch your printed goods to the residential or commercial delivery address of your choice.

We utilise a network of courier companies including Fastways, Toll Priority Express and Australia Post – depending on the size, weight and priority of an order.

Production time can vary depending on your order (i.e large quantity orders, additional finishing) which can extend the estimated delivery date. Delivery time can also vary based on the delivery address you provide. A metro address will ensure a faster delivery time than a rural address.

Where a delivery has not been received by you, please contact us so we can track down the items location.

Payments

Upfront payment is required for all orders.

Website design and development require 50% deposit before we commence work on the job. Additional fees may occur if a client requests additional work beyond the original order agreement.

All printing requires full payment of the total invoice amount before the pre-pared artwork is sent to production. Printing will commence the same day or next next working day once payment has been received.

IMPORTANT – Clients must also sign off/approve final digital artwork proofs sent from our production team before printing commences.

Proofs, Reprints & Refunds

Concerned about way your proof looks? Feel free to contact us via phone or email.

DIGITAL PROOFS

The digital proofs we send to you to view are low resolution for proofing on a computer screen or mobile device. We send a digital proof for viewing and purposes only.

If the artwork you’ve given us is low resolution it will be noted on your digital proof. The colours displayed on the proofs are not guaranteed to be accurate. This is because colours vary from on-screen (RGB) to the final printed product (CMYK/PMS).

If you’re concerned about way your proof looks, feel free to contact us via phone or email. We are more than happy to discuss any concerns you might have regarding your proof, or arrange for a hard copy sample to be posted to you.

REFUNDS & RETURNS

If there is a problem with your printed goods, you must notify us within 7 days of receiving the goods of any defects discovered with the order or the claim will be denied.

In order to receive a replacement, you must return 100% of the received product within 14 days from the time when the order was received.

All charges related to expedited printing (Urgent Printing or Shipping) are non-refundable, including orders that are returned for any reason. Please ensure your artwork has been proofed and then proofed again before signing off a digital proof. Signing off on a digital proof or printing order, means you have viewed your artwork and you’re 100% certain your artwork and/or print order is ready to commence the printing process. Vertex Media does not take responsibility for any errors found in the artwork once a client has signed off on a digital proof.

IMPORTANT

Please double check all digital proofs and print orders before signing off to avoid disappointment.