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Frequently Asked Questions

 

 

Price Match Guarantee

No one wants to sacrifice good service and high quality merchandise just to save a few cents. Sweet Memories Promotional Gifts understands this, which is why we offer great pricing and the best service in the industry. We are so confident that our pricing is competitive that we have a price match guarantee; If you have received a written quote from another promotional company for the same item with the same lead time at a lower price, we will beat that price. Just forward us a copy of the quote.

 

> Competitors must be Australia based

> Product MUST be identical

> Verbal quotes are not accepted

> No further discounts apply to price matching

 

Please note: Policy can be changed or withdrawn at anytime without notice

 

 

 
What is APPA? 
The Australasian Promotional Product Association is the professional trade association specifically for the promotional products and promotional marketing industry.
APPA began in 1986 and includes the regions of Australia, New Zealand, New Caledonia and Vanuatu. APPA members are the top promotional product companies in the region.

APPA Statistics
90% of complaints APPA receives are from companies who have bought promotional products from a NON-APPA member. We are powerless to intervene on your behalf if you take that risk.
Over 2,500 companies claim to provide promotional products.
You have a 1 in 4 chance of dealing with a legitimate APPA member

APPA is a proud founding member of the International Federation of Promotional Product Associations (IFPPA) and promotes International Labour Standards (ILS), Corporate Social Responsibility Standards (CSR), professionalism, ethics and communication throughout the world wide, multi billion dollar promotional industry.

APPA provides the following advantages:
• Education programs
• Exceptional pricing. APPA members receive association discounts on products and services unavailable to non-members
• Consumer dispute resolution
• Yearly trade shows showcasing the latest innovations in promotions
• Industry acknowledgement through our yearly Awards for Promotional Excellence
• Ethical and Professional standards to achieve
• Flow of information from our international counterparts

APPA members are responsible for the creation of some of the best promotional campaigns and most innovative products supplied in the Australasian region.
 
APPA members get involved with marketing departments early in the process and offer what we call the “Product Perspective” to the marketing mix. If correctly utilised, this perspective can save companies thousands of dollars.
 
The true power of promotional products is not the product. It’s the advertising and response elicited by the delivery of that product in a properly constructed campaign. 
 
If you are dealing with an APPA member, they have worked hard to become one and achieved a status within our industry that assures their clients of the highest quality of products and the creativity to make all your clients promotions successful.

Make sure your company is dealing with someone who has reached the benchmark of excellence in the supply of promotional products and that they are an APPA member!

 
Price Match Guarantee
 
No one wants to sacrifice good service and high quality merchandise just to save a few cents. Sweet Memories Promotional Gifts understands this, which is why we offer great pricing and the best service in the industry. We are so confident that our pricing is competitive that we have a price match guarantee; If you have received a written quote from another promotional company for the same item with the same lead time at a lower price, we will beat that price. Just forward us a copy of the quote.
 
• Competitors must be Australia based
• Product MUST be identical
• Verbal quotes are not accepted
• No further discounts apply to price matching
 
Please note: Policy can be changed or withdrawn at anytime without notice

Samples Policy

In the interest of maintaining best price practice and minimizing overheads we request that budget and quote approval is confirmed before ordering Samples.
 
Sales / Evaluation Samples
 
All samples are charged out at the minimum buy rate which is primarily a method of tracking samples on loan. Should the samples be returned within 5 days in original saleable condition, the samples invoice will automatically be credited.

Should you wish to keep the samples or should the samples no longer be in saleable condition, we require the samples invoice to be paid within 5 days.

Samples dispatched to non-account holders will require payment prior to dispatch and may be credited against your order, should the samples be returned within 5 days in saleable condition.
Garment Size Range Samples
 
If you require a range of sizes when ordering clothing. The samples will be supplied in the colour-way of your bulk order. These samples will be invoiced out at your order quantity buy rate and will be credited against your order, upon return. These samples will then be utilized in your bulk order, so please ensure that only common sizes are ordered and that samples are returned in a saleable condition.
In some cases, such as where a size set of clothing samples are ordered, and the bulk order does not proceed, or some size samples are not required, a restocking fee may be applicable. The cost of the restocking fee may vary, upon the origin of the goods ordered. Please contact Sweet Memories prior to ordering samples, to confirm the cost of any restocking fee that may apply
Note:  Sweet Memories reserves the right to reject any sample request
 
 
Shipping Delays

 
The customer agrees that it will not hold Sweet Memories responsible for delays in delivery due to acts of God or other circumstances over which we have no direct control of. Factory shipment or delivery dates are the best estimates of our suppliers, and in no case shall we be held liable for any consequential or special damages arising from any delay in delivery.
 
Merchandise Consistency
 

We highly encourage you to take the opportunity to review a sample of the actual product before you order in bulk quantity, and it is important that you understand that these samples are representative in nature. Despite our care in choosing the best suppliers and manufacturers, there are circumstances where manufacturing variations are unavoidable and a result of the production process. When you choose to place an order with Sweet Memories, you are agreeing to accept merchandise with reasonable manufacturing variations in product material, colour and packaging. The most common example of this is apparel dye-lots.
 
 
Transfer of Ownership of Merchandise
 
All goods become your property only once invoice has been paid in full
 
Cancellations and Alterations to Existing Orders
 

We cannot guarantee our ability to make changes or cancellations to an order once an Order of Confirmation is approved. Sweet Memories will make every effort to accommodate your cancellation request, however a cancellation fee may apply.  Moreover, you are responsible to pay the agreed upon price for any work that may have been completed up to the time that we are able to cancel your order. These charges may include (but are not limited to) setup charges, artwork preparation charges, shipping charges, and restocking fees.
 
All completed work and acquired costs will be the customer's responsibility
 
Claims, Adjustments and Returns
 
Please contact our customer service within 45 days of receipt if you have any problems with your order. We highly advise that you open your merchandise to check and review its quality (in case you don't want to use it right away), because we not be able to go back to our suppliers for credit.
 
It is also important that you have your order numbers available. WE ALSO DO NOT ACCEPT UNAUTHORIZED RETURNS, and if any problem arises, please call our customer service immediately. We will issue an RMA (Return Material Authorization) number when necessary, and provide you with a special shipping address.
 
Over and under runs
 
We always do our best to produce your order in the exact quantity that you've ordered, but there are cases where it’s not always possible due to quality control efforts and fast running machines. We also deserve the right to ship and subsequently bill or credit your charge card or account for up to 10% over or under the desired quantity.
 
Shipping Charges
 
We do our best effort to accurately estimate shipping charges. There are some occasions where we may underestimate the shipping charges on your order, and in such event, may make reasonable adjustments to your shipping charges. You always have the option to provide us a shipping account number (a small, handling charge may apply).
 
Site Pricing
 
We always make every effort to keep our site up to date; however, actual market conditions can change from time to time and affect the price of a product. Sweet Memories reserve the right to change published prices of products offered on our site at any time. We will also contact you immediately and help you choose a different item that is within your budget, in cases where a published site price is incorrect on an item that you have ordered or quoted.
 
Site Images
 
We do our best to provide clear and correct product images on our site that best reflects the true nature of the items. However, web site images can be limited in their capacity to show colour, scale, and detail, so we're reminding our customers to be very careful when making product assumptions from the site images alone. Therefore, we strongly urge our customers to order actual samples. Sweet Memories will not be held responsible for the difference between the image as it appears on your monitor and the final product, should you choose not to evaluate a physical sample of the item in question.
 
Artwork Requirements
We only accept files in a 'PC' format. We use .eps or .ai files for logos. If you are in a PC environment, there are programs that can convert a logo to an eps format; such as Illustrator or Corel Draw. Our main 'PC' programs are Adobe Illustrator CS4 and Adobe Photoshop. We accept artwork either on a CD, via email or via our FTP site. Preferred format is a compatible Illustrator .ai or .eps vector format. All artwork including fonts should be converted to outlines/vector curves. If the file contains spot colours these should be identified as Pantone PMS swatches from the swatch palette. 
Where halftone images or rastor files are part of the artwork ensure that the resolution matches the size of the desired output. Photoshop files should be CMYK and saved in an .eps format. It is important to include all imbedded Photoshop images with Illustrator files.

DO NOT SUPPLY artwork in file formats such as MS Word, PowerPoint or doc, bmp, tiff & gif files. PDF or JPEG files are recommended for viewing purposes only.
 
Copyright
 
By providing the artwork, the provider acknowledges that they have the rights to the use of this logo design and authority to approve its reproduction as instructed. In some cases, additional releases may be required from the owner of the design.
 
FTP Site
 
File Transfer Protocol (FTP) is a standard network protocol used to exchange and manipulate files over an Internet Protocol computer network, such as the Internet.
 
Your artwork can be supplied via email to your Sales Representative. If the file are too large to e-mail, they can be saved on our ftp site
 
To submit files using our FTP facility please first contact your account manager for a username and password.
 
You can then access the FTP using the link below.
 

FTP: ftp://165.228.154.225
Email: production@sweet-memories.com.au


Glossary of Terms
•    PMS Colours
•    CMYK
•    4 colour Process
•    Fonts
•    EPS File
•    JPEG File
•    Tiff File
•    Rastor File
•    Photoshop Files
•    PDF Format
•    Photographic Images
•    Artwork Problems


PMS Colours
Colours are catalogued by a chart called a Pantone® Colour Chart.  Each colour has a specific Pantone® or PMS number. A PMS colour is a print colour with a code used by printers to represent ink colours, this is a standard format which is used worldwide. Your logo will be made up of these PMS colours. In order to print your exact colour, we require the exact PMS colour number for the colour/s in your logo.

CMYK
Cyan, Magenta, Yellow & Black - 4 colour process printing systems used to print full colour or half tone photographic images.

4 Colour Process
Offset printing using colours made up of percentages of CMYK dots. Used in printing photographic images on items such as mouse mats and printed material such as brochures and point of sale.

Fonts
The computer equivalent of typefaces or characters.

EPS File
Encapsulated Postscript File - is the preferred format for most logo printing applications. Logos and fonts must be converted to outlines or vector curves prior to transmission, email or CD. They can also be used to transfer photographic images. Illustrator, Corel Draw & Freehand are common programs that can create EPS files suitable for branding applications.

JPEG File
Joint Photographers Expert Group - a compression format for making graphic files smaller. Supply photographic images as jpeg files (300dpi minimum resolution) but not logos.

Tiff File
Tagged Image File Format - supply photographic images as tiff files, but not logos.

Rastor File
A halftone or photographic image imported into a computer via a scanner or digital camera converted into dots or pixels. 300dpi is the minimum resolution usable for offset printing applications.
Note: Website images commonly use 75dpi images, which are not a high enough resolution for offset printing applications.

Photoshop Files
This is a program used to save halftone images or rastor files. Photoshop files should be CMYK and saved in eps format. Ensure resolution matches the size of the desired output.

PDF Format
Portable Doc Format - ideal file format for sending/viewing images BUT NOT SUITABLE FOR ARTWORK, unless PDF has been created in Illustrator.

Photographic Images
For 4 colour process printing/CMYK.  File formats preferred include: EPS, tiff, jpg (with high compression). We suggest that large images (e.g. pictures over 3.5 megabytes in size) be sent to us on CD or DVD (not via email). The original scanned image must have a minimum resolution of 300 dpi.

Mouse Mats vary in artwork requirements, depending upon their design. Please contact us regarding the required file formats for your chosen design.

DO NOT SUPPLY hard copy artwork as letterheads, business cards or printed brochures, as these do not have high enough resolution to reproduce for the branding of most promotional merchandise and usually have to be redrawn at additional cost.

Artwork Problems
If you are unable to provide the artwork in the required format, please contact your advertising agency, graphic designer or printer - they regularly work in the preferred file formats and should be able to help. Alternatively, talk to us as we are able to convert your file to an eps format at a small fee. This can only be quoted on sight of your logo.
 
 

 

More services Sweet Memories offers

> Pantone Colours