FAQ’s

Customer Service That Actually Cares
At PromoMate, we don’t just sell branded merch — we back it up with old-school service and modern know-how. From the moment you get in touch, you’ll have a dedicated account manager who’s with you every step of the way. No bouncing between departments, no explaining yourself twice — just one friendly point of contact who knows your brand and your brief inside-out.

We’re With You From Idea to Delivery
Need help coming up with ideas for your next marketing campaign? We’ve got your back. Whether you’ve got a full plan or just a vibe, we’ll help bring it to life with clever product suggestions, creative concepts, and advice on what works best for your audience. We’ll also provide free artwork proofs so you can see exactly how your logo or message will look — no guesswork, just great branding.

Simple, Streamlined & Stress-Free
We’re all about making the process easy. From fast, accurate quotes to clear communication and delivery tracking, we handle the details so you don’t have to. Whether it’s a last-minute rush job or a large national rollout, your account manager is here to make sure everything runs smoothly — on time, on budget, and on brand.

It’s super simple! Just follow these steps:

1. Browse the site and pick the products you’re keen on.

2. Choose your quantity and hit “Add to Quote”.

3. Once you’re done shopping, head to your Quote Cart (you’ll find it up top).

4. Add any special notes — like colour preferences, style options, or how you’d like your branding to appear.

5. Hit Send and you’re done!

One of our awesome customer service legends will be in touch (by email or phone) to chat through artwork, confirm the details, and get your free proof underway. Easy as that. Want the full rundown? See how ordering works.  

If you get stuck just send us a mail to [email protected] and we will get straight back to you.

Sometimes, yes — but it depends on the product.

While most of our items have set minimum order quantities (MOQs) due to print setup costs and supplier restrictions, we totally get that not every campaign needs hundreds of units. That’s why we offer flexibility on select products, allowing you to order below the standard MOQ where possible.

Products like locally printed items, digital transfers, or unbranded giveaways may allow for smaller runs — just keep in mind that per-unit pricing can be higher and some setup costs will still apply. On the flip side, overseas-sourced or factory-direct products typically have strict minimums we can’t bypass.

If you’re chasing a smaller quantity, just let us know in the comments when requesting a quote — or give us a bell. We’ll check what’s possible and do our best to make it work for you.

Great question — and honestly, it’s not always a one-size-fits-all situation. What works perfectly for one business or event might fall flat for another. The key is to really think about who you’re giving it to. Step into their shoes for a moment: What do they care about? What’s useful to them? What would make them go “oh cool” instead of “meh”?

A good promotional product should be practical, reflect your brand’s personality, and ideally, get used (and seen!) over and over again. Something that ends up in a drawer never to be touched again isn’t doing your brand any favours. Whether it’s something handy for the office, fun for the weekend, or eco-friendly for the conscious consumer — the right merch can seriously boost brand recall and engagement.

If you’re not quite sure where to start, that’s totally fine — that’s what we’re here for. Reach out to our friendly team and we’ll help you find the perfect fit based on your audience, your goals, and your budget. We love this stuff, and we’re all about making your brand stand out in the best possible way.

You bet we can! We’ve got access to thousands of promotional products — way more than we can possibly fit on the website. So if you’re after something a bit unique, niche, or just can’t see it listed, don’t stress — chances are we can source it for you.

Just reach out and let us know what you’re chasing. Whether it’s a quirky custom item, a specific brand, or a bulk corporate gift idea, our team loves a challenge and we’ll do the digging for you.

Absolutely! We offer 3-day dispatch on a wide range of locally stocked products with express print options — perfect if you’re on a tight deadline. Just let us know your timeframe when requesting a quote, and we’ll let you know what’s possible.

That said, while we’ll move fast on our end, final delivery times can sometimes depend on courier services — and as much as we’d love to control the post, we’re still at their mercy once it leaves our hands. Rest assured though, we’ll keep you updated every step of the way and do everything we can to get your gear to you on time.

Yes, absolutely — we offer samples on most products so you can check out the quality before committing. Some samples are completely free, while others may have a small charge (especially for branded or premium items). But don’t stress — if you go ahead with a full order, we’ll deduct the cost of the sample from your final invoice.

And for some items, we can even provide a pre-production proof — that means a fully printed sample of your actual design, so you can see exactly how it’ll look before we hit the go button. Just let us know what you’re after, and we’ll talk you through the options.

100%. We take your privacy seriously. Any details you share with us — whether it’s for a quote, order, or newsletter signup — are kept secure and used only for the purpose of providing you with awesome service and products.

We don’t sell your data, and we don’t share it with anyone unless it’s essential for fulfilling your order (like delivery partners). For the full rundown, check out our Privacy Policy — it’s all there, no sneaky fine print.

PromoMate is proudly based in sunny Western Australia, with our main crew operating out of our HQ in the northern suburbs of Perth. While our roots are in WA, our reach is truly nationwide — we work with a network of trusted print shops and stock hubs across the country to deliver fast, flexible turnaround times no matter where you’re located.

Whether you’re in Broome, Brisbane or anywhere in between, we’ve got you covered. And we’re growing too — keep an eye out for our brand new NSW headquarters, launching soon! It’s all part of our mission to make branded merch quicker, easier, and more accessible for businesses all over Australia.

Ideally, we love to receive your logo as a vector file — something like an EPS, AI or PDF with outlined text and Pantone colours if available. Vector files give us the cleanest results, especially for printing and embroidery, because they can be resized without losing any quality.

But hey, don’t stress if you don’t have the “perfect” file — just send us whatever you’ve got. Whether it’s a JPEG, PNG, a screenshot, or even a logo pasted into a Word document, our team can usually redraw or tidy it up for you. We’ll always send you a proof before anything goes to print, so you’ll get to approve exactly how it looks. Easy!

Yep, we sure do! We’ll hang onto your logo or artwork for up to 18 months after your order. That way, if you come back for a top-up (or want to order something new with the same branding), we’ve already got your files ready to go.

It makes reordering a breeze — faster, easier, and often without any additional setup fees. So even if you can’t remember where you saved that logo file, don’t worry — we’ve got your back.

Setup charges cover the behind-the-scenes work needed to get your branding ready for production. This can include things like screen creation for printing, digitising your logo for embroidery, or laser engraving setup. It’s a one-time fee per design, not per item, and helps ensure your branding comes out looking sharp and professional.

The good news? Once your setup’s done, reorders using the same artwork often won’t require the same fee again — especially if you’re ordering within 18 months. If you’ve got any questions about setup costs for a specific item, just reach out — we’re always happy to break it down.

The print area is the space available on a product where we can apply your logo or design. It’s defined by the shape and size of the item — for example, the side of a mug, the front of a cap, or the pocket area on a T-shirt. Each product has its own unique print area, and we always work within those boundaries to make sure your branding looks clean and balanced.

If your design is a bit larger or more detailed, we’ll help adjust it to suit the product — and we’ll always send you a proof so you can see exactly how it’ll look before anything gets printed. Got a specific spot in mind for your logo? Just let us know — we’ll do our best to make it happen.

Yep — that’s all part of the service! Whether you’ve got a full brand kit ready to go or just a rough idea, our team can help bring it to life. We can tweak your existing artwork, recreate logos, or create a layout from scratch to suit the product you’ve chosen.

You’ll always receive a free digital proof before anything goes to print, so you can see exactly how your logo or message will look. Need help choosing colours, adjusting spacing, or working around tricky print areas? No worries — we’ve got your back.

PMS stands for Pantone Matching System — it’s a universal colour standard used in printing to ensure colours stay consistent across different materials and print methods. If you’ve got strict brand colours, providing PMS codes helps us match your logo or design as closely as possible, especially for screen printing and embroidery.

That said, for most full-colour digital prints, we use CMYK (Cyan, Magenta, Yellow and Black) — which is ideal for photos, gradients, and colourful designs. While CMYK can get very close to PMS shades, there may be slight variations depending on the material or finish. If colour accuracy is critical, just let us know and we’ll advise the best option for your job.

Check out our online PMS colour page, which shows some of the standard colours and associated codes!