Our frequently asked questions are here to help answer the most common things we get asked about ordering from us. These FAQ’s also form part of our T&C’s that you agree to on the checkout page of our website. By ordering from Custom Wholesale Designs PTY LTD, you are agreeing that you have read and understand all of the below. If there is anything you would like to know that is not covered here,please contact us prior to ordering.
Where are you located and where do the products ship from?
All products are manufactured and shipped by us in our factory at 7/5b Lucca Rd Wyong NSW 2259.
You can come in during business hours and check out our products in person and order in person if you prefer.
How long is delivery of an order?
Please see the delivery page (click here to see delivery) for our current processing time before ordering. This will show our processing time only, you should then allow time for postal services to deliver your item.
Processing days are weekdays only, excluding weekends or public holidays and are counted from the day after you order.
If you need your order sooner then that current processing time, be sure to select the rush order option on checkout for an additional fee, it will also tell you how long the processing time is currently for the rush order on checkout or on the delivery page too. By selecting rush order, it means your order will skip the que of orders waiting and be cut, packed and sent sooner. It does not mean it will be sent via express post. It will be sent via the postage method you choose on checkout. Processing times still apply for rush orders,which are shown on checkout. Remember processing time, in any case, means the amount of days after you place your order that it will take us to make your order, then your order would leave the next day after the processing day period, in peak seasons, there may be a one day delay on any quoted times on our website due to such a large volume of orders coming in and out of the factory. Shipping times are on top of processing times.
How much is postage to me? Can I collect if I am near you at Wyong NSW?
Yes! You can collect during our business hours free of charge. Simply select this option on checkout and you will receive a text message when your order is ready.
To get a postage quote, add the item/s your wanting to your cart and then go to the cart page. Enter your suburb and postcode and you will see an exact amount for postage with various options such as regular post, express post, flat rate etc. We have explained the postage methods here for you to see also. Postage methods
We ship Australia and New Zealand wide, 5 days per week, 50 weeks per year!
As of 2020 we have a $3 post and handling fee on all orders.This is to cover our packaging (boxes,bubble wrap,tape,labels,human time etc.) This is to ensure we can pack your order as securely as possible so it arrives to you in good condition. This is built into the postage fee you see already on the cart page.
We will endeavor to assist with all postage delays or lost parcels, however we will not be held responsible for postage delays once your parcel has left us as we cannot control postage companies time frames or delays. This is a matter to be taken up with the shipping company. We will not refund postage or an order for there being a delay in shipping if we ave fulfilled the order in a timely manner on our end.
What payment methods are accepted?
We have so many payment options! Afterpay , Zippay, Laybuy, PayPal and credit and debit cards all accepted.
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 and burning marks on it as this is the process of laser cutting and not something controlled by humans. Some sanding with fine grit sand paper will help to remove these marks if you do not like them (many people do!) This also means the backs of items will have burn marks on them from the laser. Read more and see examples: Click here to see
They may also have a burnt smell to them, as explained above, this is because they are burnt! It is how they are made, without burning the design out of the material, it would not be laser cutting. The smell will subside in time and cannot be helped. We make and sell our products as the perfect blank canvas for you to paint,stain,laquer or leave in their natural form depending on your personal taste and decor. Dont like the natural laser cut look? Give your item a coat of spray paint to suit your decor needs!
Do they come in colour?
We are primarily manufacturers of raw MDF products. Most of our items are raw MDF. We offer a very select range of products in silver, gold and copper glitter coated finishes. We also have a range of front coated MDF.
If an item is available in anything other than raw MDF, it will state this on the products description. All product descriptions say what material the product is made from. Our items are not suitable for outdoors.
All of our MDF products can be painted yourself if you choose to do so. You can see our tips for painting them here Tips and Tricks For Painting MDF.
Do the wall hanging products have hanging fittings?
No, they don’t. Fittings are not included with any products. We personally use command products, such a picture strips or hooks, however you must assess which fittings you personally find most suitable based on the product you have ordered and apply any fittings based on the manufacturers instructions. It is up to you to ensure you choose the correct hanging fitting for your product to suit the conditions in which it will be hung.
Why are there no dots on my letters like i and j’s?
They were there before they were cut! But of course, there is nothing for them to stick to, therefore they are not included as they just fall through the machine being small. This applies to all designs with these letters.
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. Items are done in batches and each batch will have a slight variation of colouring and scorching, especially if ordered at different times. Any of our products that come flat packed and slot together may require a dab of PVA glue in any slots or stands to make the item stay together for permanency. 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. When using design software, designs measure differently to if you were to measure with a ruler/tape measure. This is because the overall size is measured by design software and machine software. All items can have a size variation from order to order of between .5-3cm, depending on the size of the item. This is because of designs being made a different times and also being cut by different machines.Particularly if you order place cards or single names, no two batches will ever be the exact same sizing if they are not all ordered together. There will be variations of +/- up to 2mm-1cm in height due to us not having existing names to size against.
The stand that come with my items falls off, why?
With some products we must 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.
Do you make custom products not shown on your website?
Yes! We love making new exciting things and will give anything a go. Please contact us.
What thickness wood is used for which items?
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.
Do you send artwork previews before you make my item?
No, we do not. We have a great amount of orders every day. If we were continuously emailing samples and waiting for replies, we would never be able to have your items designed, cut, packaged and dispatched in an orderly time. We do however provide very accurate sample images and a font previewer on the website for you to get a really great idea of how the item will look. If you are worried about how wording will look, feel free to email us prior to ordering to ensure you will be happy with the layout of your design. Our designers have the best knowledge or what will work and will not work when it comes to designing for laser cutting, to ensure anchorage points are met for stability of your item. If the item listing states one name or word only, an additional charge will be payable by you to include any extra wording as the listing price covers only the allowable words/names we allocate it for.
I have a coupon code, but I forgot to use it on checkout, can I get a refund for the coupon amount?
No, unfortunately coupon codes do not work that way. You must use the coupon at checkout only, we will not be able to apply it after your order is placed. We cannot be held responsible for you forgetting to do this. Coupon codes are not valid on any items that are already on sale on our website, only full priced items.
I have made a mistake when I ordered, such as a name spelt wrong, can I change it?
This can only be done if you call or email us within one hour of your order being made. We send an order confirmation immediately upon successful payment to your email address (check your junk/spam too as they often land in there).
It is your responsibility to make sure that all names etc are spelt right straight away and inform us if you have made a mistake.
Orders are designed very fast after your order is placed therefore our designer would have already spent time designing the item and cannot redo this free of charge. It may have also already been cut by the time you contact us, in which case the product would then have to go in the bin, costing us money.
Can the names I want go in a certain order on the item?
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.
I dont like the font my item has come in,what can i do?
We offer a font previewer on our website and advise that you check here how your lettering will look prior to ordering. Because we offer this service, we will not refund or replace items due to you not liking the font. You are given the chance prior to ordering to view the font selector or contact us for further help with the look of lettering. Products that do not have a font option on them,come in the set font that is shown on the individual listings image.
You can view the font selector here: Font Selector
Im not keen on the way my names look on an item or the layout of them…
All names should be previewed on our font selector prior to ordering so you know how they will look (As above). Not all letters in all fonts look good.
Every name will look different to a name beside it or near it as every name has different characters. A name with more letters will look different and be a different size to a name with less characters. The size of a name will vary also depending on the amount of characters.
Layout of a design is determined by us when designing your item as there are many things to take into consideration when laser cutting, such as thickness of words, welding, anchorage points and overall proportion of names. Proofs are not sent to you prior to your order being cut, so please if you are unsure, email us before you order. Replacements will not be made free of charge if you are unhappy with a layout or font look, as we design with careful consideration of all of the above mentioned and are happy to show you a preview prior to your ordering on most items such as hoops in particular.
Can I cancel my order once I have paid?
No. Due to the personalised nature and fast designing and cutting process we have in place, orders cannot be cancelled. All sales are final once payment has been processed through our checkout. Please be very aware of what you are ordering, spelling and quantities you are entering prior to paying for your order.
Refunds or exchanges 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.
You’ve received your gorgeous order, but there’s a mistake?
Oh no! This is not ideal for you nor us, however, please keep in mind, we are not robots…we are human and sometimes typos and things do happen. It is certainly not deliberate, and we have spent a lot of time designing, cutting, sorting, packing and dispatching your order.
Simply give us a friendly call on 0451 611 821 and the girls will be more than happy to assist. We will replace items if the spelling error (or other error) is ours, but not if it is your mistake on the order, or if you thought you were ordering something else, sorry!
Has your item arrived damaged?
UH OH…postal services really do not understand the meaning of fragile and quite frankly, often they do not care how they treat any packages. Unfortunately, this is well beyond our control as we know your package is in perfect condition when it leaves us.
You must contact us within 24 hours of your parcel arriving and report any damage to us so we can help rectify the problem, after this we cannot help as the insurance will be void. Please call us on 0451 611 821 to do this.
Having trouble ordering?
Contact us on 0451 611 821 and we will help in any way we can