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Ordering

What are your opening hours?

We are available from 8.30am to 5pm Monday to Friday EST time. Have a question after 5pm? No problem, you can find us on Facebook and Twitter, which we check regularly outside the normal working hours.

How do I place an order?

Easy – Once you have finished browsing our store and decided on products or services you are after, add them to your shopping cart by hitting the 'choose option' button.

Do I need to register to purchase from you?

You don't have to register if you are just browsing our products. However, if you wish to purchase a product or two, then yes.

Payment and Shipping

How long will it take for my order to be processed?

Your order will be processed the same day, latest the next depending on the time your order was placed. Our turn around times with regards to processing are 24 hours as the maximum, past experience has shown that once payment received we will organise the shipping of your order immediately.

Our cut off time is 12.30pm and orders received after this time will generally be processed the next day. 

When will I get my order delivered?

Printing: please allow 7-10 working days for delivery from approval of proof artwork.

Inks & Toners: Please allow 1-2 workings days. If you happen to order an item that is currently out of stock, you will be notified immediately with an estimated delivery time. Your item will then be put on back order and shipped to you as soon as it's available.

All other products: Please allow 2-3 working days from time of your order with us. If you happen to order an item that is currently out of stock, you will be notified immediately with an estimated delivery time. Your item will then be put on back order and shipped to you as soon as it's available.

How will my order get delivered?

All shipments within Australia are delivered by Courier or Australia Post.

How much does it cost to get my order delivered?

We do our best to keep our shipping costs as transparent and low as possible but have to factor in the size of Australia and distances from Melbourne to the various states.

Orders of $75 or less with have a $9.50 shipping fee

Orders over $75 are free of charge

For larger or heavier items or where the delivery cost is significantly higher (for example remote areas) we will contact you with the exact shipping charge.

Do I need to be home or at the business address for my order delivery?

Yes. Please ensure someone is available at the given delivery address between 8am and 5.30pm as the courier companies require a signature. If delivery can not be made, the Courier or Australia Post usually leaves a note regarding re-delivery or for you to pick up the item yourself. Any fees or charges incurred due to none delivery has to be paid by the customer.

Please note: Where the delivery address is a PO Box, Australian Air Express is the only courier, max weight is 5kg and therefore this option might not be available on all products.

Returns/Refund

Consumables: Suncast Printing & Office Supplies will happily exchange any purchase, given that the item/s are returned in the same unused, saleable condition within 7 working days and that the exchanged item in question is in stock. Suncast Printing & Office Supplies is not responsible for any extra postage costs incurred.

 

A 15% re stocking fee will apply to consumable items. Suncast Printing & Office Supplies does not give refunds unless the product is damaged or faulty. In order to be eligible for a refund, the damaged or faulty item/s in question should be returned to Suncast Printing & Office Supplies within 7 days of purchase to ensure a full refund. Items that are open or used will NOT be eligible for a refund. We will send a replacement unit or refund once we have received your return item.

What Payment Methods do you offer and accept?

We offer and accept payment by Credit Card (MasterCard/Visa, not American Express), PayPal, Bank Transfer/Deposit and Cheque/Money order.

Are my Credit Card details secure?

Yes they are. We use ANZ for all Credit Card payment processing to ensure your details always stay secure. You only provide your credit card details to ANZ.

If you provide your details to us with a phone order, rest assured that these details are destroyed immediately after the manually processing.

How long does it take for my Bank transfer / deposit to clear?

It generally takes 1 business day for your transfer to appear in our bank account.

Can I pay using a cheque or money transfer?

Yes, you can. However, please note that we will not dispatch your ordered goods until the cheque has cleared into our account, which can take up to 5 business days.

Can we open a credit account with you?

We welcome customers who would like to open an account and purchase from us on a regular basis.

Please e-mail us your interest and we will send you a credit application form.

Printing Artwork and Design

By providing us with the correct artwork we can produce consistently good results every time. We are all human and we all make mistakes - so it is necessary to read this information carefully so you will arm yourself with the best information in order for us to print your job and have it back to you in the fastest time possible.

IMPORTANT - If you believe that you may have uploaded/submitted the wrong artwork by mistake, you will need to contact us immediately for us to remove that file from our system - failure to do so, can result in the wrong file being printed - Please take care, as it can easily happen and you will be charged.

Which file formats do you accept?

PDF files are definitely the most preferred file format although we do accept others as well. If you are unsure then please get in touch with us so we can assist you to make the correct submission.

Are there things I need to consider with my design artwork?

Image, Text & Trims

All non bleed images and text should be kept at least 3mm from the trim to ensure trim tolerances are maintained.

Fonts

Please ensure you fonts are embedded or outlined to avoid font incompatibility when printing.

Colour Mode

All artwork must be in CMYK mode. Any RGB files will be converted to CMYK and the conversion output may not give the required results.

Folding

We recommend that you include the scoring option on all folded jobs to minimize cracking.

Fold panels for A4-DL should be set from left to right 97-100-100 (outside) and 100-100-97 (inside).

Booklet Creep

Page creep will occur on booklet jobs. To help with finishing all page numbers and non bleed image and text should be kept at least 10mm from the trims. We advise you allocate a 5mm bleed on all booklet jobs.

Blacks

Solid black areas should be made up of 60% Cyan, 50% Magenta, 50% Yellow, 100% Black to give a strong deep colour.

PLEASE NOTE: We are unable to check every aspect of your artwork, but if we do spot any discrepancies before printing we will inform you immediately. However, it is your (the customers) responsibility to provide the correct artwork as per our specification.

Suncast Printing & Office Supplies is not liable for incorrect information within the document supplied by you, such as incorrect spelling etc. as well as non conformance with the artwork specs.

What are your standard product sizes?

Business card - 90x55mm

A6 - 148x105mm

DL - 210x97mm

2 x DL - 210x196mm

A5 - 210x148m

A4 - 297x210mm

4 x DL - 396x210mm

A3 - 420x297mm

6ppA4 - 628x297mm

A2 - 594x420mm

A1 - 840x594mm

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About Suncast

In existence since the mid 1980's, Suncast Printing & Office Supplies has remained a small, family owned and operated business that has grown from supplying only a handful of products and services to what you see here on our website today – a wide variety of online office supplies plus printing services.

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