Frequently Asked Questions

Your refund will be processed once the returned item has been received and inspected. Please allow 5–10 business days for the funds to be credited to your account.

Returns are not accepted for the following items:

• Custom or personalized products, except in cases of production defects

• Sale or clearance items

• Gift cards or promotional items

Contact Us: Provide your order number and the reason for the return to your Account Manager or Production Officer.

Return Authorization: Follow the instructions provided to obtain approval for your return.

Repack the Item: Securely pack the item to prevent damage during transit. If possible, use the original packaging.

Return Shipping: Return shipping costs are the customer’s responsibility unless the item is faulty or defective. For safety and proof of delivery, we recommend using a trackable shipping service.

Non-Returnable Items: We reserve the right to inspect all returned items. Based on the condition of the item and your preference, we will determine whether a refund or replacement will be issued.

Damaged or Defective Items:
If your item arrives damaged or defective, please contact us within 7 days of receiving it. After reviewing the issue and receiving photographic evidence of the damage or defect, we will arrange a full refund or replacement.

Incorrect Items:
If you receive an incorrect item, please notify us within 7 days of delivery. We will promptly arrange a replacement at no additional cost.

Custom or Personalized Products:
Items that are custom-made or personalized (such as products with specific logos, text, or designs) cannot be returned unless an error occurred during production on our side.

General Returns:
If you are not completely satisfied with your merchandise, we unfortunately cannot accept returns, as the products have been customized with your branding and cannot be resold to other customers. We recommend ordering an unbranded sample first to ensure the product meets your expectations before placing an order with branding.

If you have any questions or concerns about your delivery, please contact your Account Manager or Production Officer, or call 0437 550 098. We are happy to assist you with tracking your order, resolving order issues, or addressing any other shipping-related inquiries.

Please inspect your order upon delivery. If any items are damaged or missing, contact us within 7 days of receipt, and we will start a claims process with the manufacturer. Photographic evidence of any damage may be required before we can proceed with a replacement or refund.

We are not responsible for delivery delays or failures caused by external factors such as weather, strikes, carrier issues, or incorrect address details. If a delivery is unsuccessful for any of these reasons, additional fees may apply to reschedule the shipment.

Processing Time: Orders are generally processed within 2–3 weeks for items in local stock. Processing times may vary depending on stock availability, order volume, or if the order is produced overseas.

Delivery Time: Estimated delivery times are provided at the time of order and depend on the destination and the carrier’s schedule. These times are estimates only and are not guaranteed. Delays may occur due to factors beyond our control, such as weather conditions or carrier disruptions.

All deliveries must be made to a valid physical address within our serviceable area. We do not deliver to PO Box addresses. Customers are responsible for providing a complete and accurate physical address when placing an order. If the address provided is incorrect or invalid, additional charges may apply for address correction or re-delivery.

Our manufacturers use national freight carriers to deliver your order. All shipments are handled through reputable third-party freight services and are not same-day courier deliveries. Delivery times may vary depending on the destination, but we strive to dispatch your order as quickly as possible.

From time to time, images are sourced from Freepik.

As long as you’re not in a remote location, we can ship to most international destinations. Please get in touch for a quote tailored to your specific address.

We pride ourselves on fast service, and the same approach applies to getting your merchandise into production. In most cases, changes cannot be made once the final production approval has been given, as the order is sent to our quick-turnaround suppliers. If your circumstances change, contact our team as soon as possible to see what options may be available.

We all love a shortcut, but sometimes we need to be thorough to ensure your order is exactly right. Even if you’re re-ordering the same product and quantity, it’s just a matter of reviewing the Docusign and sending your approval. A new team member at Good Things may not be familiar with your previous order, so reviewing ensures everyone is on the same page and your order is accurate.

Absolutely! Just share your general idea along with any specifications, like required materials or colours, and we can create a tailored strategy for your needs. Our team has extensive experience putting together proposals featuring a range of promotional merchandise that aligns perfectly with your vision.

We include a digital mock-up for approval with every order, and we can also produce custom samples of your merchandise for an additional cost. Pricing for samples will be provided based on the specifics of your order.

Here at Good Things, we’re a friendly and chatty team who love meeting new people. In some cases, we can visit and discuss your requirements in person. Just send an email to sean@merchmart.com.au, and we’ll see what we can arrange!

We’ve all had those moments where we suddenly realise a project needs to be completed in record time. Luckily, we’ve got options for urgent orders!

Start by browsing our express range of products on the website. Once you’ve chosen your items, check the pricing table and turnaround times to see if they fit your schedule.

Next, add your selected products to the enquiry cart and submit your request. The more details you provide—such as properly formatted artwork and any other relevant information—the faster our team can process your order.

If you’re feeling stuck or overwhelmed, our friendly staff are available to chat online and guide you through the process step by step!

For general enquiries, you can email sean@merchmart.com.au or call our office at 0404 567 89.

We approach your project with a marketing mindset! Beyond simply producing merchandise, we help elevate your brand by sourcing the highest-quality products that reflect your brand values. You can trust us to handle your most valuable asset—your brand—with care and expertise.

Let’s talk numbers! Depending on your order volume, we can set up an account for you or your business, making reordering quick and easy.

Yes, we accept all major credit cards (please note that surcharges may apply).

We also accept direct bank transfers, with the payment details provided on your invoice once your order is confirmed.

Yes, we do.

Turnaround time refers to the production period for your order. This timeline starts from the date your artwork is approved and payment is received—not from the date you make an enquiry or receive a quote—and does not include shipping or postage time. Since creating samples and mock-ups can take several days, having a clear vision for your merchandise helps us get the process started faster.

Please note that while we strive to deliver your products as quickly as possible, we cannot control courier operations. Any delays caused by the shipping service are beyond our responsibility.

In most cases, absolutely! We offer free creative services, which means we can vectorise your artwork to ensure it’s fully prepared for print.

We also provide complimentary mock-ups, giving you a digital preview of how your merchandise will look before it goes into production.

As convenient as it would be to simply download your logo from Google, it’s unfortunately not that straightforward to retrieve high-quality artwork from the web.

Our preferred artwork format is vector. See below for an explanation of why vector files are recommended.

Vector vs Raster

Vector files can be supplied as EPS or Adobe Illustrator (AI) files. To ensure your text appears exactly as intended, all fonts must be converted to outlines. Any placed images should either be embedded within the file or supplied separately.

In most cases, a Pantone (PMS Coated) colour reference must also be provided to guarantee accurate colour matching.

Other Accepted File Formats

• Some PDF files are acceptable, depending on how the artwork was originally created.

• All images must be a minimum of 300 dpi for print quality.

Raster files (such as BMP, TIFF, or JPG) are generally not ideal and are typically only suitable for single-colour print jobs. If raster files must be used, they should be saved at least twice the size of the intended final print dimensions to maintain quality.

Please note that we cannot accept Word, Excel, Publisher, PowerPoint, or other Microsoft Office files as print-ready artwork. However, our design team can use these files as a reference to recreate your artwork in the correct format.

Once we receive your files, we’ll review them to confirm whether they’re suitable for production and advise you on the next steps.

There are countless ways to make your merchandise stand out, and we’re here to help you choose the perfect finish for your event or campaign. Here’s a breakdown of our printing methods:

Laser Engraving
A precision laser engraves directly into the surface of the item. Unlike traditional engraving methods that use physical tools and may leave minor imperfections, laser engraving delivers clean, sharp, and highly detailed results.

Screen Printing
This method uses a woven mesh screen and ink-blocking stencils to apply designs. Each colour is printed separately, meaning multi-colour designs require multiple screens. Screen printing works best for bold, single-colour designs.

Pad Printing
Pad printing uses a flexible silicone pad to transfer artwork onto 3D objects. Because the pad can conform to curved or uneven surfaces, it produces clear, accurate prints on a wide range of shapes.

Embossing
Embossing raises the design above the surface of the material, creating a textured, elevated effect.

Debossing
Debossing creates a recessed impression in the material by pressing a custom plate into the surface, leaving the design indented.

Digital Printing
Digital printing uses electronic artwork files (such as PDFs) sent directly to the printer. A blend of inks produces high-quality, full-colour prints. This method allows for quick turnaround times and is ideal for smaller print runs due to minimal setup requirements.

Heat Transfer
In this process, the design is digitally printed onto vinyl and then applied to the product using heat and pressure.

Sublimation
Sublimation printing converts ink from a solid to a gas state, allowing it to bond deeply with the material. This results in vibrant, long-lasting prints.

Embroidery
Using high-powered sewing machines, designs are stitched directly into fabric. Commonly used for uniforms, apparel, and headwear, embroidery supports multiple colours and offers a premium, professional finish.

We use a variety of professional printing methods to suit different designs and materials, including:

• Screen Printing – Ideal for bold, vibrant designs and bulk orders.

• Digital Printing (DTG) – Great for detailed, full-colour artwork and smaller quantities.

• Heat Transfer / Vinyl Printing – Perfect for names, numbers, and custom text.

• Embroidery – A premium option for a clean, long-lasting finish.

If you’re unsure which method is best, send us your design and product details, and we’ll recommend the most suitable option.

Yes, absolutely! We’ll send you a digital proof of your design for approval before printing. This way, you can review the details and request any changes to make sure everything looks perfect.

Yes — we offer express shipping options! Just let us know your delivery timeline when you place your order, and we’ll arrange the fastest available shipping method for you.

Yes, of course! We’re happy to help with your design.

Send us your ideas, logo, or any reference images, and our team will work with you to create the perfect design for your needs.

Yes, we can print in multiple colours. We offer a range of printing options to match your design requirements. Simply email us your design, and we’ll recommend the best printing option for you.

For orders over $1000 there is no set up fee!