CURRENT PROCESSING TIME
Our current processing time is 12 business days for regular order or 5 business days for rush orders.
Rush order selection can be made at checkout.
(Processing means the time it will take for your order to leave our factory,shipping times should be added).
If you have any questions or concerns please email us prior to ordering at customwholesaledesigns@outlook.com.au or call us during business hours on 0451 611 821
FREE PICK UP is available from our factory store at Wyong NSW
Unit 7/5B Lucca Rd Wyong NSW 2259
Hours (closed weekends & public holidays):
| Day | Open | Closed |
|---|---|---|
| Monday | CLOSED | CLOSED |
| Tuesday | 9am | 5pm |
| Wednesday | 9am | 3pm |
| Thursday | 9am | 5pm |
| Friday | 9am | 2pm |
CUSTOM ORDERS
Yes, we DO customised items not seen on our website also! We love doing lots of things outside of our regular! Have a chat with us to see how we can help here: Contact us.
+ What is laser cutting
Laser cutting is essentially the burning of a design into wood or acrylic. This does mean you can expect your item to have scorching/burning marks on it as this is the process of laser cutting. Some sanding with fine grit sand paper will help to remove these marks if you do not like them (many people do!)
+ My products smell burnt,why
Essentially they are burnt realistically! They are burnt out of wood or acrylic by the laser. The smell will pass in time. Laser cutting is the method of burning a design from wood(or any other material), so unfortunately it will have a burnt smell. It also would have been freshly cut and then packaged,so will appear to have a stronger smell due to it being contained in the packaging.
+ How do i find out how much postage is
There is a postage calculator located in your cart.Once you have added items to your cart,simply hit view cart and postage will be shown to you.
+ How long should i expect to wait for my order
Our current wait period is shown on the pop up that appears on your screen and also on the top of the cart and checkout pages. Our business days are Monday through to Friday only. The first processing day is the day after you place your order.
+ Dots on top of letters
Any dots on letters such a i,j etc are not included in any designs. They have nothing to stick to,to attach them.
+ Placement of Names
Names will not be placed in the order you have listed them unless there is a numbered image on a listing. Names will be placed where they best fit,at our discretion when designing your item.The reason for this is because we honestly know what will look good and what will not. We will not make your item look bad by placing names in a way that does not suit the product, therefore we place them how we best see fit whilst designing.
+ Do these signs come painted
In short, No they do not. The idea is to get a cheaper rate on the actual item and then let your creativity take over by decorating/painting yourself. Items will have “burn” marks from our machine.These are covered when painted or can be sanded off with some light grit sand paper. If your item has engraving, you may notice a mark where we have briefly wiped the scorching from over the engraving. If this is the case a simple damp cloth wiped over the entire product face with make it look nice and fresh. We have added a couple of products which are painted to our range. If a product comes in a painted option, it will be shown on individual product items for you to choose. To see the finishes which are listed on some products,view here: Available Finishes-Materials
+ Take a look at our blog for some handy painting and gluing tips
Tips and Tricks For Painting MDF
+ Do your products come with fittings for hanging
No. Most of our products are lightweight and need no more than some double sided tape. We do recommend 3M clear double sided tape which can be purchased generally at bunnings. Or also 3M Velcro tabs are great.
+ How long/high is the item I am wanting to order
Each item varies.Therefore please check the item description under each product. No item will exceed 1.1metres in length.
+ Do products vary or will they be identical
Products do vary. Designs will always be almost identical to those shown on our website, however as each item is made to order just for you so there will be slight variations. This also includes variations to the colouring of the wood and the amount of burn marks, scorching marks on each product. If you are wanting to remove scorching marks, simply give the surface a very light sand with very low grit sand paper.
+ The stand that has come with my item is too wide for the product-its fall through it.
With some products we have to make the slot in the stand a tad bit wider.This is to allow for painting.If we were to make them the exact size of the product,once you have painted it,it would not fit in the stand as paint does make it a bit thicker. If you have already painted it and are still having this issue,our advice would be to add some clear drying PVA glue into the slot, place product in the slot and allow it to dry. This will solve the problem.
+ Hyphenated names
When ordering a hyphenated name or word it must be ordered as two words. The hyphen will be joined too the start of the second word. This is classed as two words and will be charged accordingly.
+ What thickness wood is appropriate for what design
We laser cut wood which is 3mm and 6mm in thickness. Thicker woods require different machinery. None of these thickness’s are stand alone. We do provide stands on some items though to make it freestanding. Check notes on the specific item of interest before ordering.
+ I am having troubles placing my order
Please contact us via email or call us during business hours on 0451611821, we will be more than happy to help.
+ Do you ship overseas
YES! We post to New Zealand and Australia wide 5 days per week, 50 weeks a year
+ What is sublimation printing on your products
Sublimation printing is a process in which liquid is turned into gas. This gas is made active by heat. The heat then helps the ink absorb into the item being used,a substrate. Only specially coated substrates can be printed on.
+Artwork
Artwork proofs are not sent out prior to your item being made.The reason for this is that we process large volumes of orders each week and unfortunately we would spend all of our time awaiting proof returns if we were to do this. This would not be viable to give a substantial processing period to get mass orders out.
+ Coupon Codes
IF we have an advertised special and a coupon code is needed, for that code to be applied to your order you MUST use the code yourself on checkout. We will not apply codes to orders that have already been completed for processing that you have forgotten to place the code on.
+ There is a mistake on my order
Honestly,we are human, occasionally we do make mistakes with typo’s etc. Please remember this is not deliberate. These products are all designed by hand by a real person. If there is a spelling error that is our fault,we will replace your item. Please give us a friendly call or email. If you have written it wrong on your order, we will not replace it as it is not our fault, you should be sure to check all spelling on orders.
+ Can i cancel my order after i have placed it and paid
No you cannot, we do have a no cancellation policy on all products that are customised. Your order is designed very quickly after you have placed your order and for this reason, our time has been spent creating the design, therefore we cannot refund orders due to change of mind or ordering the incorrect item. Refunds will not be given on personalised products as we have clearly stated full descriptions and given clear images of what you are ordering. It is your responsibility to understand what you are purchasing. We will not replace an item because you do not like the look of it,the font or the style.This is up to you to decide correctly BEFORE ordering.
A cancellation fee of $10 will be charged if you decide to cancel your order within 48 hours of your order being placed IF the design has not begun on your order. IF design HAS begun on your order, we will not be able to process a refund or change your order in anyway.
+ Did your order arrive damaged?
Unfortunately accidents do happen in transit, Clearly we did not send it this way after all of the hard work we put into creating it for you. Please contact us within 24 hours of taking delivery (see below).
NOTE: IF YOUR PACKAGE ARRIVES DAMAGED OR BROKEN YOU MUST NOTIFY US WITHIN 24HRS OF TAKING DELIVERY OF THE PARCEL OTHERWISE INSURANCE CLAIMS CANNOT BE MADE AGAINST THIS.WE WILL NOT REPLACE YOUR GOODS UNLESS YOU HAVE INFORMED US WITHIN 24HRS OR BREAKAGES.
Have a question not listed here? We want to help! Contact us here.
