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FAQ-01

FAQs

1. Products, Artwork & Branding

What file types do you need for artwork for branded merchandise? For the best results, we recommend vector files — AI, EPS, or high-resolution PDF.
These guarantee crisp, sharp decoration on your promotional products.
Not sure what you have? No stress. Send us your files and our designers will sort it out.
Will I see an artwork proof before my products go into production? Yes — always.
You’ll receive a digital artwork proof showing exactly how your logo or design will appear.
We don’t start production until you give the thumbs-up. Nothing moves until you're happy.
Can you design custom artwork for my promotional products? Absolutely. Our creative team loves bringing ideas to life.
We can:
  • Create artwork from scratch
  • Refresh or modernise your branding
  • Prepare print-ready files
Your brand will look premium and polished on every item.
Can you match my brand colours? Yes! We offer Pantone (PMS) colour matching to keep your brand consistent across all merchandise.
Your colour integrity stays flawless, item after item.
Do you offer eco-friendly promotional products? Yes — in fact, it’s one of our fastest-growing categories.
We offer:
  • Recycled and reclaimed materials
  • Bamboo and natural products
  • Reusable drinkware and bag
  • Eco-friendly packaging
If sustainability matters to your brand, we’ll curate the perfect options.
Can you personalise items with individual names? Definitely.
Personalisation is available on many products and is incredibly popular for:
  • Onboarding kits
  • Events
  • Awards
  • VIP gifts
  • Conferences
It’s a simple way to make your merch feel extra premium.

2. Ordering Process

How do I place an order for promotional products?

Easy — here’s the Red Tomato workflow:

  1. Share your brief (audience, purpose, budget, timeline).
  2. We send curated product ideas.
  3. You approve the quote.
  4. We prepare and send artwork proofs.
  5. You approve the artwork.
  6. We begin production.
  7. Your branded merchandise arrives! 

We handle everthing from concept to delivery
What is the minimum order quantity?

Most products start between 10–100 units depending on the item and decoration.
Need smaller numbers? Just ask — we have low-MOQ solutions too.
Do you have a catalogue?

Yes — but we go one better.
We can send:

  • A general catalogue or
  • A tailored, curated product list specifically for your brand, event, or budget

Our clients love curated options — it saves time and delivers better results.
Can I get a sample before placing an order? Yes.
Samples are available for most products — some are free, some incur a small cost.
Just let us know what you'd like to see.
Can I change or cancel my order? Changes can usually be made before you approve artwork.
Once we go into production, changes may not be possible — but we’ll always help where we can.
If something changes, reach out immediately.
Will you store my artwork for future orders? Yes — we keep your artwork and job details on file.
Repeat orders become quick, easy, and perfectly consistent.

3. Pricing & Payments

Are there cheaper promotional product options available? Yes. We have thousands of products and decoration methods.
We can recommend smart alternatives that:
  • Reduce costs
  • Maintain brand quality
  • Fit your budget
Do you offer bulk discounts?

Yes — the more you order, the lower the unit price.
We automatically include tiered pricing where available.
Does your price include delivery?

Delivery isn’t automatically included because freight varies by product, weight, and destination.
We always provide a clear freight quote upfront — no surprises.
How much does freight cost? Freight costs depend on:
  • Order size and weight
  • Delivery location
  • Urgency
We offer economy, express, and multi-location shipping options.
Does your price include GST? All pricing is quoted exclusive of GST, unless stated otherwise.
What are your payment terms?
  • New clients: payment before production
  • Approved account customers: trading terms available
If you need something specific, just ask — we’re flexible.
Do you price-match promotional product quotes? Yes. If you’ve received a comparable quote, send it through.
We’ll always try to match or beat it — or recommend better-value options.

4. Lead Times & Delivery

What are the lead times for promotional products? Standard lead times are 7–14 business days after artwork approval.
Running late on your event? We’ve got fast-turnaround options too.
Tell us your deadline and we’ll make it work (or tell you honestly what’s possible).
Do you ship Australia-wide? Yes — we deliver Australia-wide to:
  • Offices
  • Warehouses
  • Event venues
  • Home addresses
Wherever your people are, we ship there.
Do you ship internationally?

Yes.
For selected products, we can deliver internationally.
Tell us the destination and we’ll map out the timelines.
Can you deliver to multiple locations? Absolutely.
We regularly coordinate national rollouts, multi-store deliveries, and franchise kits.
Do you offer warehousing or fulfilment? Yes — especially for clients running ongoing programs or high-volume campaigns.
We can arrange:
  • Storage
  • Pick-and-pack
  • Kitting
  • Distribution

5. Quality & Guarantees

What happens if there is an issue with my order? If something isn’t right, we fix it — simple as that.
We’re serious about quality and customer happiness.
Do you check products before shipping? Yes.
Products go through strict supplier QC, and we check artwork and specifications before printing.
What decoration methods do you offer?

Pretty much all the major ones, including:

  • Screen printing
  • Embroidery
  • Digital print
  • UV print
  • Sublimation
  • Pad print
  • Laser engraving

We recommend the best method based on your product, artwork, and goals.

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