FAQs

What type of products can I get from Merch Lab Ltd?

At Merch Lab, we’re the go-to pros for all things promotional products! We’ve got the hookup with suppliers for a plethora of items, ranging from Pens and Drinkware to Business, Print, Packaging, Promotion, Technology, Bags, Personal, Leisure, and Headwear – you name it, we’ve got it covered!

But hey, the fun doesn’t stop there! We’re not just about the usual suspects; we’re wizards at finding those one-of-a-kind custom items that might be playing hide-and-seek elsewhere. Got a unique idea in your head? Let’s chat and see what magic we can whip up!

Oh, and did we mention we do wholesale too? Yup, we’ve got your back on all fronts!

Do you do wholesale orders?

Wholesale orders? Absolutely, we’ve got you covered!

We’re all about creating a fully customized experience for you, starting from logo inception all the way to the finished product, if that’s what you fancy. And here’s the exciting part – it’s exclusively yours to sell to your awesome customers.

Because this is some next-level, specialised stuff, we’d love to have a thorough chat with you. Let’s make sure we understand your vision inside out! If diving deep into the details sounds like your kind of thing, shoot us a message at [email protected], and let’s kick off the conversation. Cheers to making something extraordinary together!

Is there a minimum order quantity?

Curious about the minimum order quantity?

Well, here’s the lowdown: Quite a few of our locally sourced gems have no minimum order quantity, which is pretty sweet. However, it’s a bit of a mixed bag – some do have a minimum order requirement.

Now, when it comes to our internationally sourced goodies, we’re talking about minimum quantity orders and a dash of uniformity thrown into the mix.

Here’s the deal – the nitty-gritty details on this will be dished out as you embark on your product search. With a treasure trove of thousands of items at your fingertips, it’s a bit tricky to spill all the beans outside of the system. But hey, we’re here to guide you through it all!

What lead times can I expect?

Let’s talk lead times!

Once your order is all set – artwork given the thumbs up and payment in the bag – get ready for a bit of a countdown. Unbranded items usually strut their stuff within 3-5 business days. Now, if you’ve got your heart set on some locally sourced branded beauties, give it a tad more time – around 10-15 business days.

Now, for the globetrotters among our products, those sourced internationally, well, they play it cool with longer lead times. We’ll spill the beans on the estimated wait before waving our magic wand over your order. Brace yourself for a range of 2 to 12 weeks, depending on the product and quantity.

Oh, and here’s a pro tip: If you’re working on a tight schedule, holler at us early in the quoting game. Whether it’s an epic event or a campaign launch on the horizon, give us the heads up. We’ll make sure to manage expectations like the pros we are and hustle to meet your specific timeline. Time is of the essence, and we’re here to keep things ticking seamlessly!

Can I request samples prior to approving an order?

Let’s dive into the world of samples!

Unbranded Samples:

For most of our products, we’ve got the option of unbranded samples – perfect for those who want to get up close and personal with the goods before making a decision. But, before you jump in, take a peek at the rules:

• On Request: Just drop us an email at [email protected] to line up those samples. Easy peasy.
• Invoice Alert: Samples come with a price tag, and we’ll shoot over an invoice your way. Gotta settle that bill before we dispatch the goodies.
• Return Policy: If you decide to dance with the samples, make sure they’re back in our arms within ten working days, looking just as fabulous as when they left.
• No Follow-up Order? No worries! If you decide not to place an order, we’ll refund you the amount paid (minus freight and a cheeky 20% handling and restocking fee).
• Ordering After Sampling: Loving what you see? If you decide to place an order for a sampled item, consider it a golden ticket to a credit for that specific product.
• Freight Fun: Don’t forget, the shipping costs are on you, and we’ll send over an invoice for those.
• Branded Samples:
• Now, if you’re feeling a bit extra and want your artwork strutting its stuff on a single item, we’ve got the option for pre-production branded samples. There’s a cost attached, and it varies – shoot us an email at [email protected] to get the deets. Just a heads up, this isn’t something everyone goes for, mostly suggested for the big orders. Ready to make a splash?

Can you store (Stock Hold) my order?

Absolutely, we’ve got you covered on that front. Here’s the rundown:

We’re more than happy to fulfill your request. Just a heads up, though – all products need to be paid for in advance. Monthly, we’ll whip up an invoice that covers the nitty-gritty, including storage, picking, packing, and the grand finale – delivery for your orders. The actual amount for this magical service will depend on how much stock we’re holding onto and the quantity of orders flowing through.

Now, a couple of important things to keep in mind:

• Hands-Off Policy: While your products are in our care, Merch Lab NZ Ltd isn’t taking responsibility for any hiccups like damage or loss. Safety first, right?
• Contractual Love: To make this official, we’re talking about a written contract. Both parties need to give it a nod and a signature. If, for any reason, you decide it’s time to part ways, we’ve got a 30-day cancellation period to keep things smooth.
• Stock Shenanigans: The ins and outs of stock control, like stock takes and ordering, are firmly in your hands. You’re the captain of this ship!

Ready to dive into this partnership? Let’s get that contract pen ready and make some business magic happen!

How much will my shipping cost?

Here’s the deets on shipping:

Locally Sourced Products:
Standard shipping to one nominated address? That’s on the house – no charge!
If you’re spreading the love to additional addresses, there’s a $17+gst per address beyond the first nominated one.

Stock Holding Goodies:
When we’re holding onto your treasures, shipping costs will be crunched at the time of your order. We’ll make sure you know the score upfront.

Internationally Sourced Products:
For those globetrotters, shipping fees for internationally sourced products will be cooked up at the time of your order. No surprises, just clear numbers.

Local Pickup Perks:
Want to swing by? If you fancy a visit, you can grab your orders from our office at 10 Glasgow Street, Tauranga. Just give us a heads up when we notify you that your order is completed., and we’ll get things ready for you. (Psst… it’s also the home of Rutherford Signs.)

Shipping made easy – it’s how we roll!

Are there any extra costs on top of the quoted price?

Wondering if there are any sneaky extra costs on top of the quoted price? Well, good news – we’re not fans of surprises either! What you see in the quote is exactly what you’ll pay. No hidden fees, just good vibes and honest pricing!

What is your returns policy?

Regrettably, we don’t usually do the whole return thing, but there are a couple of exceptions we want you to know about:

We’re open to considering goods returned for a credit or replacement (complete with a Return Authorization Number – RNA) in specific situations. If the boo-boo is on our end, like an error, incorrect supply, major damage, or if the branding doesn’t match the approved proof, we’ve got your back.

Keep in mind, once an item is rocking your branding, we can’t exactly throw it back into the ring for a resale.

If you’re looking to hit the return button, we’ll need you to notify us in writing at [email protected] within 2 working days from the delivery date. And when you’re ready to spill the deets and snag that RNA, shoot us an email with all the details, including photos and a contact number. We’ll make sure to get back to you pronto.

Oh, quick tip: Any goods playing the return game without a shiny RNA number on the outside of the packaging will boomerang right back to you, untouched. The credit or replacement decision is solely at the discretion of Merch Lab NZ Ltd. We’re here to make things right!

What is your cancellation policy?

Here’s the scoop on canceling orders:

Feel free to cancel your order without any charges, as long as you do it before giving the artwork proof the green light. But, if the wheels are turning, stock has been ordered, but the production dance hasn’t started yet, there might be a cancellation fee. We’ll dish out the details on that fee when you give us the cancellation heads up.

Now, the fine print: If your order has gotten the thumbs up on the artwork or is already grooving in the production phase, we might have to decline the cancellation or modifications. In those cases, you’ll need to foot the bill for any costs we’ve already racked up. This could include admin fees, freight charges, and product expenses.

Timing is key, so if you’re thinking about making changes or calling off the show, give us a shout sooner rather than later!

What type of file do you require for artwork?

Let’s talk art!

When it comes to artwork, we’re vibing with the industry standard, which is all about that Adobe Illustrator life. Think Ai, EPS or PDF – these are the cool kids, also known as Vector Formats. The bullies are the Raster Formats – jpeg, png and tiff’s!! Why are Vectors the cool kids? Well, they let us resize the artwork without losing a smidge of detail or turning into pixel mush. It’s like magic for making your logo look sharp on any product.

Pro tip alert! If you’ve got specific PMS colours nailed down for your brand, here’s the scoop: make sure they’re not just floating around; embed them right into your logo or image. Then make sure to tell us what they are to make sure we hit that bullseye!

Now, here’s the fine print: We’re hands-off on any oopsies with art files. If there’s a mix-up with the file you supplied, whether it’s through our automated online system or via email, the responsibility falls outside our art realm.

So, let’s keep it vector, keep it sharp, and let the magic happen!

What if I don’t have my artwork in the correct file format required?

Don’t have your artwork in the correct file format??
No worries if your artwork isn’t rocking the right file format – we’ve got your back!

Our squad of designers are ready to roll up their sleeves and transform your logo or image into the correct format. Now, it’s not all rainbows and unicorns – there’s a charge for this service. We’ll cook up an estimate based on the complexity of the job. Once our design maestros work their magic, you’ll have a shiny new file ready to strut its stuff on any product you fancy.

So, leave the file format fretting to us, and let’s get your artwork game strong!

What are your payment terms

Let’s talk money matters: First up all amounts shown are in New Zealand dollars!

When it comes to goods and services, we’re all about the upfront game. Full payment is required at the time of placing your order. We like to have the financial side of things sorted before diving into the production pool.

Now, if you’re the hands-on type and place your order directly online, just a heads up – we’ll need that payment squared away via credit card before the system will let us put the finishing touches on your order.

If you prefer the personal touch and go the email or phone route with our stellar team, no worries! You’ll get a snazzy invoice from us with all the payment details.

In a nutshell, it’s a “show me the money, then let’s make some magic” kind of deal!