We’re sure that you may have a few questions regarding our industry and the services we can provide, so let us answer for you in advance some of the most common queries our customers have.
We utilise Australia post standard services unless specified by yourself in writing. All items will be posted to the address detailed on your invoice, if the details are incorrect it is your responsibility to advise by email/writing prior to despatching. Relevant charges for postage and handling are included in your invoice. Surfside Engraving is not liable for any parcels lost or damaged with Australia Post - we do recommend you undertake additional insurance for valuable items however you will need to notify us of this if required. Should any damage occur in transit you will need to make a claim with Australia Post for such damage.
Where possible, samples can be provided at full product cost and are to be paid for prior to dispatch - this includes cast badges (full price of mold required), printed metal badges (noting colour changes can occur when using non white backgrounds). We strongly recommend this for large quantity orders as final product outcomes are only as good as the artwork you provide and to ensure you are happy with the finish of the product.
Unless prior arranged should you require the services of a Courier please notify us for relevant costings. Payment of courier fees is required in advance unless payment on collection is made.
For orders under $800 full payment is required to commence work. For orders over $800 we require a 50% deposit to commence work with balance due on completion before dispatch. However, if the work is due within 7-14 days, full payment is required to commence work. Proforma invoices can be provided for deposits upon request.
If you are unable to provide artwork with your enquiry our design team are happy to assist you. Should you already have artwork we require it in these formats: Preferred quality EPS, JPG 300dpi. Print Colour - RGB profile. We endeavour to colour match as close as possible with all artwork however please note with different mediums there can be variations, for this we are not liable. We will advise the process most suitable for your project unless you have specific deadline requirements - if artwork is not compatible with your requirements we are not liable for the outcome. All artwork legally remains the digital property of Surfside Engraving and cannot be utilised with any other supplier without our formal consent. We offer sufficient timeframes and offer a service of samples (at a cost) we strongly recommend you adhere to this advice to avoid disappointment.
Upon confirmation in writing/email that you wish to proceed with our services we will issue an invoice - 100% cancellation fees apply once payment/deposit is received. Once the invoice is paid we will commence and advise approximate etd for your purchase unless prior arranged with management. Payments can be made via Credit Card/Paypal/ Direct Deposit / Cash. Should you make payment via eft please forward the receipt for faster processing. Credit card payment fee 3%
Surfside Engraving will not accept responsibility or liability for personal items left at our Office. Should items supplied by the customer be damaged in the process of work being undertaken we are not liable. Every care and attention is taken when undertaking work on customers personal items and work will not commence until payment and approval of the works required is given. When works are completed goods must be collected within the timeframe stated or storage costs will apply.
Every effort is made to ensure delivery approximations are met, however to ensure we are completing your job to our satisfaction these can be exceeded. Our apologies should this occur however we take pride in our service and products to you.
We are not required to provide you with a refund or credit if you change your mind. We do not offer returns or refunds on goods manufactured (printed or engraved) specifically for your requirements once artwork is approved and confirmed by email or in writing (we strongly recommend you request a sample to ensure the product is what you want as no returns once given approval). All goods are made in reference to the description in our quotations/emails. Any printed or engraved items cannot be returned as the material has been made to suit your requirements. We endeavour to ensure no faulty goods are delivered, whilst we make every attempt to pack your goods securely, should you require additional coverage whilst in transit with Australia Post or Couriers you must request this at time of ordering as additional charges apply. Should a parcel arrive visibly damaged you must notify the transport company immediately and also inform us.