Frequently asked questions
Answers on ordering, artwork, proofs, lead times and delivery, Australia-wide.
Most questions about branding reusable cups come down to five things: how to order, getting your artwork right, seeing a proof before production, lead times and delivery, and payment. The answers below cover each in turn. Want to see your logo first? Open the Preview Studio to position it on screen, and every order is backed by our Price Beat Promise. If you cannot find your answer, call 1300 85 50 35 or email info@reusablecoffeecupexperts.com.au.
Ordering & minimums
How to place an order
Call 1300 85 50 35 or send your brief by email to info@reusablecoffeecupexperts.com.au. We confirm products and costs on an order confirmation, then prepare your artwork proof before production.
Minimum order quantities
Minimums apply to all products and vary by item and decoration method. We can sometimes supply under the standard minimum, so ask our specialists about options. As a guide, orders are usually most viable from around $500, though the exact minimum depends on the item and decoration.
Choosing the right product
With a large promotional range, the best cup depends on your audience, budget and campaign. Send us a brief and a specialist will shortlist options that fit.
Products not shown on the website
We add new products regularly and can custom-make items to order and specification where time and quantity allow. Ask us if you cannot see what you need.
Artwork & decoration
What artwork file you need
Vector EPS with fonts outlined is ideal. Low-resolution files like JPEG, GIF or Word are not print-ready. Tell us any PMS colours used, and see our Artwork Tips for full file guidance.
If you do not have suitable artwork
We can help recreate or redraw your logo into a print-ready format. Logo recreation is $25 and we send you the file to keep, and basic typesetting is included.
Matching specific colours
We match to the international Pantone (PMS) system. Indicate the colours to match when you send your artwork, and see our PMS Colour Chart for reference.
Decoration techniques you use
We use pad print, screen print, laser engraving, full-colour sublimation and glass etching, matched to the product. See our Decoration Techniques guide for how each one works.
Is artwork kept on file
Yes. We store your artwork for easy repeat orders, or for new products using the same logo.
Do you charge a set-up
Yes, a set-up covers preparing the process and machinery to brand your product. Re-orders using the same artwork are reduced or, for some products, set-up free.
Proofs & samples
Seeing your logo before ordering
Use the Preview Studio to position your logo on screen, then we send a print-ready digital proof showing size, print area, colours and position before production.
An artwork proof before production
Yes. After you confirm your order we send a layout proof. Production only begins once you approve it.
Getting a physical sample
Yes. Samples are charged at the quoted unit price plus a $25 freight and admin fee, and are supplied blank. See our Sample Policy for the detail.
A pre-production sample of your order
For most items, yes, at an additional cost. It extends the production cycle, so talk to us about timing before you confirm.
Production & delivery
How long production takes
Most stock orders are ready in approximately 10 working days from artwork approval, subject to stock availability. Freight time is additional. Tell us your deadline and we will recommend fast-ship options if needed.
Will my order arrive on time
We work with our factories and couriers to meet production and dispatch dates. Rare delays outside our control, like weather or transport, are managed to minimise disruption.
Overage and shortage allowance
Print processes make exact quantities difficult, so we may ship and invoice up to 5% over or under the ordered quantity.
Is freight additional
Yes, freight is at cost or by your nominated carrier. Splitting delivery to multiple locations adds a handling fee.
Payment & changes
Payment terms
Payment may be required before production or on dispatch, depending on order value and account status. We accept EFT, BPAY, cheque, Mastercard and Visa. Credit cards incur a 2% fee.
Setting up an account
Yes, we are happy to set up a corporate account if you meet our prerequisites. Ask our team to get started.
Changing or cancelling an order
We will always try to help, but once order and artwork are confirmed a minimum $50 charge applies, plus any work already completed such as set-up, artwork, shipping or restocking.
Still have a question
Tell us your product, quantity and deadline. A cup expert gets back to you fast.