FAQs | The Promo Lab

What types of products can I get from The Promo Lab?

Here at the Lab we can do almost anything (nothing is too out of the box). We have hundreds of local and international suppliers to source your products from. Otherwise, we can custom make it direct from the factory overseas (we’ll just need to make sure we have enough lead time and meet the minimum order quantities). From BBQs, pasta makers, coffee machines, Santa hats to your standard promo items like drink bottles, tote bags, lanyards and t-shirts. We do it all, just get in touch.

Is there a minimum quantity that I need order?

The minimum quantity that you need to order by product are shown next to the item on our website. This is the smallest amount displayed on the page.

What lead times can I expect?

This can be variable. Post the confirmation of your order, plan for 2-3 business days for unbranded items and 2-3 weeks for all locally sourced branded items. For products that are sourced internationally, longer lead times will apply. The Promo Lab will advise what this will be before the order is processed (this can be 2-12 weeks depending on product and quantity).

If you have a strict delivery deadline because of an event or campaign live date, please advise us of this as early as you can in the quote process so we can ensure expectations are managed.

Can I request samples prior to approving an order?

Branded samples:

Pre-production branded samples are possible where your artwork is setup and printed on a single item but there is a cost attributed to this (this is variable and will be advised at the time of inquiry). This practice is not common and we would only recommend this when a large order is being placed offshore.

Unbranded samples:

We can provide unbranded samples free of charge if they’re sent back to The Lab within 14 days in a resalable condition with all packaging and tags in the same condition as supplied. If the samples aren’t returned within the above guidelines or they are returned damaged, then you will be invoiced accordingly. All shipping costs will be at your expense.

Can you manage and store my order if it’s not ready to be sent?

Yes, we can help with this. All products need to be pre-paid however. We will need to invoice you once a month for storage, pick, pack and delivery costs for all orders. This charge will vary dependant on size and quantity of your order.

How much will my delivery charge be?

Costs can vary depending on the size and volume of items + the location at which we will be shipping to. From time to time, additional freight costs will be required (many things can influence this which is sometimes beyond our ability to forecast) however we’ll keep you promptly updated should we expect this to change from initially quoted.

For an approximate per carton cost, please see below. These are subject to change at any time.

Auckland/Pukekohe (Local) $7.50
Whangarei/Hamilton (Short-haul) $10.00
Far North Island and South of Hamilton (Long-haul) $15.00
South Island (2-day) $18.00

When is payment due?

We require payment in full, no later than the 20th of each month unless other terms have been discussed and agreed with The Promo Lab Ltd. prior to the order being submitted.

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

Our quoted prices do not include GST or freight. Our offshore orders already include international bank fees, customs and duties, relevant exchange rate and freight from the offshore factory to the local port. Local freight is not included.

What is your returns policy?

Unfortunately, we have a no returns policy across all products. The only exception is if the return request is a result of an error on our part, incorrect supply, there is extensive damage caused or if the branding is incorrect based on the proof approved. These items cannot be re-sold if they have your brand on them. We will also only accept the return (based on the stipulations outlined above) if you have notified us within 5 working days from delivery.

What is your cancellation policy?

You may cancel an order before signing the artwork proof at no charge. If stock has been ordered but production has not commenced, there will be fee to be advised by us at the time of cancellation request. We may refuse cancellation or amendments to orders already approved and/or are already in production. You will be liable to pay for any costs incurred prior to cancellation. These can include administration, freight and product charges.

Have another question? Get in touch.