How can we help?

Choose your product on vividads.com.au, select your size, quantity, sides and finishing options, then add it to your cart. Prices shown include GST.

You don't need to set up an account first. Once your order is placed you'll receive an order confirmation email containing your order number, which you can use to sign in to your customer portal at portal.vividads.com.au — no password needed.

If you'd rather we quote it, email sales@vividads.com.au or call 1300 721 614.

No. You can place your first order straight away — an account is created for you automatically from the email address you order with.

To see your orders afterwards, go to portal.vividads.com.au. There is no password: enter your email address and we email you a 6-digit code. You can also sign in with your email plus any of your order numbers (a quote number works too). From there you can track progress, upload artwork, download tax invoices, manage addresses and reorder.

Yes. Email your requirements to sales@vividads.com.au or call 1300 721 614. To quote accurately we need:

• Product and size
• Single-sided or double-sided
• Quantity
• Base or hardware option (for flags and stands)
• Delivery postcode — or let us know if you're collecting

Your quote arrives as a numbered quotation email showing subtotal (ex GST), GST at 10% and the total including GST, with an Accept & complete order button.

Quotations show an issue date and a valid until date — normally 14 days from issue. After that, ask us to re-issue it and we'll confirm current pricing. Prices remain subject to final artwork and specification confirmation.

It depends on the product:

• Corflute / corrugated plastic signs — yes. Choose the custom size option on the product page and enter your dimensions. Our minimum producible size is 150 mm.
• Fabric banners — custom sizes are available in vertical and horizontal formats. Email us with your dimensions and finishing preference and we'll quote it.
• Stretch fabric media walls — standard sizes only. The minimum height is 2.3 m and we can't produce below that. If you need something shorter, a fabric banner stand is usually the better fit.
• Table covers — standard sizes online; custom sizes by quote, so send us your table dimensions.
• SEG light boxes — standard sizes only, as listed on the product page.

If you're not sure, send us the size you need and we'll tell you straight away whether it's producible.

Yes. For larger runs we'll ask you to complete a short bulk order form so we can review the specification and work out the best freight option for your location. Send your product, size, quantity (or the quantity options you're comparing) and delivery postcode to sales@vividads.com.au and we'll come back with a quote.

Yes — our Price Beat Guarantee. If you find a lower price on an identical item that a competitor has in stock, including sale prices, we'll beat it by 10%. You'll need to supply a copy of the competitor's invoice or quote as the reference.

Please note this applies to a competitor's current price for an identical in-stock item. Pricing on your own earlier Vivid orders isn't automatically carried forward, because specifications, quantities and any design work included can change the price.

Yes, and we keep your artwork on file. There are two ways:

• Fastest: email us your previous order number, or just tell us roughly what and when — we can look it up and reuse the print files.
• In the portal: use the repeat-order button on the order. This raises a request with our team, who will email you to confirm the quantity and then send a quote to approve.

The portal button doesn't place the order by itself — we'll always confirm quantity and price with you first, so please don't place a second order if you don't hear back immediately. Give us a nudge instead.

Yes, and it's one of our most popular options. We supply graphics-only replacements for stretch fabric media walls, fabric banner stands, pull-up banners, teardrop / feather / bow / rectangle flags, SEG light boxes, pop-up counters and velcro pop-up walls.

Search "graphics only" or "replacement" on our site, or email us with:

• The product and size you already own
• Single-sided or double-sided
• Your artwork, or a note that you'd like design help

If you know your original order number, quote it — we can match the exact size and hardware so the new skin fits your existing frame.

Before your order enters production, yes — call 1300 721 614 or reply to your order email as soon as possible and we'll amend or cancel it.

Once an order has entered production we can't change the artwork, the specification or the quantity, and it can't be stopped. If you need to add items after that point, we'll set it up as a separate order.

Because production starts the business day after you approve your proof, the window is short — so if something's wrong, tell us before you approve.

Ordering a quantity of 2 or 3 normally prints the same design that many times. If you want different artwork on each unit, tell us when you order — email support@vividads.com.au with your order number and we'll split the line so each unit gets its own artwork and its own proof.

The same applies to double-sided items where you want a different design on each side.

Yes. We accept purchase orders from government departments, schools, universities and approved corporate accounts.

Email your PO to sales@vividads.com.au quoting the relevant quote or invoice number. If you need a formal quote including GST and freight so you can raise the PO first, just ask — tell us the delivery address and we'll issue it.

Payment terms are prepaid by card on order, or net 30 days for approved account and PO customers.

Our couriers deliver to street addresses, so please supply a physical delivery address rather than a PO Box or GPO Box. If a street address isn't possible for your location, contact us before ordering and we'll look at options for you.

Our accepted artwork formats are PDF, AI and EPS. Best of all is an editable vector file — AI, EPS, or a PDF with editable layers — because it lets our team make small adjustments (repositioning, resizing to the exact product dimensions) without any loss of quality.

We can also work with high-resolution flattened files such as PDF, JPG and PNG, and we regularly do. The catch is that if the resolution isn't high enough for the finished size we can't improve it — we'll come back to you rather than print something that will look soft.

Send what you have and we'll check it. If it isn't going to print well, we'll tell you before anything goes to print.

Our print-ready checklist:

• Size: build the artwork at 100% of the finished product size in millimetres — the exact size shown on your order
• Colour mode: CMYK
• Resolution: between 150 and 300 DPI at the finished size
• Fonts: embedded, or converted to outlines
• Bleed and trim: include bleed and keep trim marks outside the artwork area
• Keep important content inside the safe area shown on the product template

Bleed and safe-area allowances differ a lot between products — a pull-up banner, a stretch fabric wall and a corflute sign are all different, because some of the print wraps around or sits behind hardware. Always start from the template for your specific product and size, and if in doubt ask us for the measurements.

Templates are available on the product pages, and we can email you the correct one for your exact size — just tell us the product and size and we'll send it.

If you don't use Adobe software, ask us for the plain measurements instead (overall size, safe area, and any allowance covered by hardware). We're happy to supply those as simple numbers you can set up in any design program.

It means the image won't hold up at the printed size — it would come out soft or pixelated. The best fix is to go back to the original source file and export it again at full size, or use the original photograph or vector logo rather than a copy taken from a website or a screenshot.

If you can't get a better version, tell us. We'll show you exactly which part of the artwork is affected and how it's likely to look, and you can decide whether to proceed anyway. We'd rather you make that call with the facts than be surprised by the delivered product.

Two easy options:

• Use our upload page at vividads.com.au/pages/upload
• Or send us a link — we accept WeTransfer, Google Drive, OneDrive, Dropbox and Adobe share links. Email it to support@vividads.com.au and quote your order number.

Emailing files as attachments is fine too if they're small enough for your mail system.

Sign in to your customer portal at portal.vividads.com.au — enter your email address and we email you a 6-digit code, or use your email plus your order number — then open the order and use the Upload artwork button on the item.

If you can't see an upload option, or you need to send more than one artwork file against the order, don't spend time fighting it. Either:

• Use our upload page at vividads.com.au/pages/upload, or
• Email your files (or a WeTransfer/Drive link) to support@vividads.com.au with your order number.

We'll load them for you either way and it won't delay your job.

Screens and print work differently. Your monitor creates colour with light (RGB), while printing creates colour with ink (CMYK — cyan, magenta, yellow and black mixed together). Some very bright RGB colours, especially vivid blues, greens and oranges, simply can't be reproduced with ink, so they land slightly duller in print.

If your design was created in RGB, converting it to CMYK can shift the colours noticeably. If that happens, send us the original file and tell us which colours matter most — we can adjust the CMYK build to get as close as possible and show you the result on the proof before anything prints.

We print in CMYK, so an exact match to a Pantone or HEX brand colour can't be guaranteed — but we can get very close and we're happy to work at it.

Send us the exact colour reference you use (CMYK values are ideal; Pantone or HEX also works) and tell us it's a critical brand colour. We can prepare colour options for you to choose from before printing, and for larger or repeat orders we can print a physical swatch so you approve the actual ink on the actual material.

One thing worth knowing: the same CMYK values print slightly differently on different materials — fabric, corflute and vinyl each absorb ink differently. If you're ordering a matched set across several products, tell us up front and we'll adjust per material rather than sending the same file to all of them.

Yes — every file is reviewed before we produce your proof, and we check it at 100% zoom for resolution and correct dimensions. If something won't print well, we'll come back to you rather than proceed.

You can also ask us to look at a file before you order. Email it to sales@vividads.com.au with the product and size you're considering.

Yes. Our in-house design team can build your artwork from scratch, recreate an old design, or adapt what you already have to fit a different product. Some products include a design option at checkout; otherwise email sales@vividads.com.au with:

• Your logo and any brand colours or fonts
• The text and images you want included
• A rough idea of the look you're after, or an example you like

We'll confirm the cost and timing before starting, and you'll see a proof to approve before anything prints. Minor adjustments to artwork you've supplied — repositioning a logo, adding one to the reverse side, dropping in a QR code — are usually handled as part of getting your job print-ready.

Often yes, but it needs care. Two things matter:

• Export at the right size. Set your Canva document (or export) to the finished product size in millimetres, then download as PDF Print rather than a screen JPG or PNG.
• Watch the resolution of AI-generated images. Most AI tools output images sized for screens. Blown up to a two-metre banner they can go soft. Ask for the largest output the tool offers, and avoid re-saving or screenshotting.

Send us what you've got and we'll check it at print size before anything happens. Screenshots and phone photos are the most common cause of a low-resolution hold-up.

Curved and angled shapes distort artwork in ways that are hard to picture flat — text that looks level in the template can appear to slope once the flag is on its pole. Reference images on the product pages show how the finished shape affects layout.

The safest approach: send us your artwork and ask for a mock-up showing how it will look on the assembled flag. We'll put one together before printing so you can adjust the layout with confidence.

Yes — ask us and we'll retrieve the production file from your order and send it via WeTransfer. Quote your order number, or tell us roughly what and when if you don't have it.

We keep production files on file so reorders are straightforward, including graphics-only replacements years later.

Every order gets a free digital proof before anything is printed. The sequence is:

1. We review your files
2. We send you a digital proof
3. You approve it, or ask for changes
4. We produce your order

Production only starts once your proof is approved in writing. The job is printed exactly as shown on the proof, so it's worth a careful look.

Please check all of the following, because once approved the artwork is final:

• Spelling and grammar
• Phone numbers, email addresses and web addresses
• Artwork positioning and alignment
• Colours and background
• Dimensions and sizing
• Bleed and safe margins
• Cropping
• Image quality — view the proof at 100% zoom to judge resolution properly
• The quantity, which is stated in the subject line of the proof email

Approving confirms the artwork is correct, the quantity is correct, and you're authorising us to print.

No — none of those are printed. They're template markings that show you the safe area, the bleed and the trim line.

On a pull-up banner, the white strip at the bottom of the proof is the section that sits inside the hardware when the banner is assembled, so it's never visible. The box labelled Office Use Only is for our internal processing and doesn't appear on your product.

Your finished item shows the full artwork with none of these markings.

Yes. If your order contains multiple items you'll receive a separate proof email for each one, and each must be approved individually. Your order only moves to print once all proofs are approved — so if one is still outstanding, the whole order waits.

Reject the proof, then either:

• Re-upload the corrected file from your order in the customer portal at portal.vividads.com.au; or
• Email the corrected file to support@vividads.com.au with your order number — we'll load it for you.

A new proof is then generated for you to approve. There's no charge for re-proofing your own corrections.

Approve it in the proof itself — open the View Your Proof link in your proof email and use the approve action there. That's what releases your job into production.

Important: replying to the proof email with "looks good, please proceed" feels like approval, but it doesn't always register in our system, and your job can sit waiting. If you've replied rather than clicking approve, email support@vividads.com.au with your order number and we'll register it for you straight away.

Approval must be in writing — we never proceed to print on a verbal approval, which protects both of us.

Try reloading the page first — proof links occasionally fail to load on the first attempt and work on a refresh.

If it still won't open, email support@vividads.com.au with your order number and we'll send the proof to you directly as a PDF attachment. Don't wait on it — tell us and we'll get it to you.

Email support@vividads.com.au with your order number and confirm in writing that you're approving it. We'll correct the status and push the job through — a mistaken rejection won't cost you anything but a little time, and we'd rather you tell us than wait.

Proofs are normally prepared within one business day of us receiving your artwork, and often much sooner. If you're working to a deadline, say so in your email or on your order — we'll prioritise it and tell you honestly whether the date is achievable.

If you haven't seen a proof and you're waiting, chase us. Email support@vividads.com.au with your order number or call 1300 721 614.

Tell us immediately — call 1300 721 614 rather than emailing, because it's a race against the production queue. If your job hasn't started, we'll hold it.

Once it's in production we can't change or stop it. Approval is the point at which the artwork becomes final, which is why the pre-approval checklist matters.

Two things both need to be in place before production starts: all proofs approved, and payment received (or approved account/PO terms in place). The most common cause of a stalled order is an unpaid invoice — the proof is approved, but the job is waiting on funds.

If you've paid by bank transfer, it can take up to 24 hours to reach our account; forward us the remittance and we'll release the job straight away. If you're on account or paying by PO, email support@vividads.com.au and we'll check what's holding it.

Your production clock starts once both of these are done:

• Every proof on the order is approved in writing, and
• Payment has cleared (or your account/PO terms are in place)

It does not start when you place the order. Approving your proof promptly is the single biggest thing you can do to keep your job on schedule.

Approvals received before 3:00 pm on a business day go into the next business day's production run. Approvals after 3:00 pm roll to the following business day.

Worked example: a proof approved at 2pm Thursday starts production Friday and is ready Monday. Approved at 4pm Thursday, it's treated as Friday's approval — production Monday, ready Tuesday.

Public holidays aren't working days, so an approval on a public holiday counts as the next business day. If you're close to the cut-off and working to a deadline, call 1300 721 614 and we'll tell you exactly where you stand.

Standard production is 24 production hours after your artwork proof is approved in writing.

This is the most common misunderstanding, so it's worth being precise: 24 hours is our production time. It isn't 24 hours from order to your door, and it doesn't include transit — delivery time is added on top.

In practice that works like this: approve before 3:00 pm on a business day, and production begins the next business day. Your order is then ready for dispatch or collection the business day after that.

Larger runs, custom sizes and speciality finishes may need longer. If you're working to a deadline, tell us before you order and we'll confirm in writing whether it's achievable — we'd rather be straight with you up front than have you find out late.

Yes — a same-day service can be purchased, so your job is produced the same day rather than waiting for the next production run.

One important limit: same-day covers production only, not shipping. Your order still travels on standard freight afterwards. If you need same-day delivery as well, ask us and we'll quote that separately, or collect from our Derrimut warehouse.

To arrange it, call 1300 721 614 before you approve your proof so we can get it into the right run.

In order of how often they actually cause delays:

• A proof not yet approved — including one outstanding proof on a multi-item order
• Payment not cleared — bank transfers take up to 24 hours to reach us
• Artwork that needs reworking — wrong size, or resolution too low for the finished product
• Missing the 3:00 pm cut-off by a few minutes
• Larger runs, custom sizes or speciality finishes
• Transit time to regional and remote areas

If your order feels stuck, email support@vividads.com.au with your order number and we'll tell you exactly what it's waiting on.

Tell us the date before you order, and we'll tell you honestly whether it's achievable rather than hoping for the best. Then:

• Have print-ready artwork at the correct size ready to go
• Approve your proof the moment it arrives, and before 3:00 pm
• Pay by card or payment link rather than bank transfer, which adds up to a day
• Consider collecting from our Derrimut warehouse — it removes transit time entirely and is often the difference between making and missing a date

Put your deadline in writing on the order or in your email so it's visible to everyone handling your job. Call 1300 721 614 if it's tight.

Yes, we close for a short period over Christmas and New Year. Each year we publish the final pickup date, the final dispatch date and the reopening date, and we add them to the footer of our emails as the dates approach.

Because production time is still required before dispatch, orders need to be approved and paid well before the final dispatch date. If you have December or January deadlines, contact us early and we'll map it out for you.

All orders are printed and dispatched from our facility at 90 Australis Drive, Derrimut, VIC 3026.

Transit time is additional to production time and depends on your destination — Melbourne metro is quickest, with interstate capitals next, and regional and remote areas taking longer.

We'll confirm the expected transit time for your postcode when we quote or when your order is dispatched. Please treat dispatch and delivery times as estimates: once a consignment is with the carrier, the timing is in their hands and we can't guarantee a specific delivery date or time.

If you're working to a hard deadline, collection from Derrimut removes the risk entirely.

Freight is calculated at checkout based on the product you're ordering and your delivery postcode, Australia-wide — so you see the actual rate for your address before you pay, rather than an estimate.

We don't offer free shipping. Because these are bulky, made-to-order goods, freight is always charged and shown as its own line.

Two ways to reduce it: collect from our Derrimut warehouse at no freight cost, or book your own courier to collect. If you're ordering in volume or to several addresses, email sales@vividads.com.au — we'll quote freight as part of the order.

Yes, and it's the fastest option. Choose pickup at checkout, or ask us to change your order to pickup. You'll receive a pickup confirmation email once your order is ready.

Where: 90 Australis Drive, Derrimut, VIC 3026
Collection hours: Monday to Friday, 9:00 am – 5:00 pm. Closed weekends and public holidays.

Come to the warehouse door and quote your order number. Your pickup confirmation email also contains a QR code you can show at the counter to speed things up. If someone else is collecting for you, give them the order number.

Please wait for the pickup confirmation email before travelling.

Yes. As long as your order hasn't been dispatched, email support@vividads.com.au with your order number and we'll switch it to pickup and refund the delivery charge.

No problem — email us your delivery address and we'll send you a freight quotation for the destination. Once you accept it, we'll dispatch your order. The same applies if a delivery is returned to us and needs to be resent.

We dispatch on standard freight and don't currently offer a paid express upgrade. If you need something faster than standard transit, you have two good options:

• Collect from Derrimut — removes transit time completely
• Book your own courier — arrange a same-day or overnight courier to collect from our warehouse, email us the consignment label, and we'll have it ready and attach the label for you

Tell us your deadline and we'll help you work out which is realistic.

Yes, and plenty of our trade customers do. Book your carrier, email the consignment label or booking details to support@vividads.com.au with your order number, and we'll attach the label and have it ready for collection.

If you need package weights and dimensions to make the booking, ask us and we'll get them from the warehouse. Let us know how many boxes and what dimensions your carrier needs and we'll supply them.

Tracking details are emailed to you when your order is dispatched, along with the carrier. We dispatch via StarTrack, Australia Post and Aramex depending on the destination and size.

Tracking can take up to 24 hours to start showing updates after dispatch, so a number that shows nothing on day one is normal. If it still isn't moving after that, email support@vividads.com.au with your order number and we'll chase the carrier for you.

Larger and multi-item orders often ship in several boxes or consignments, and they don't always travel together — frames and printed graphics in particular can arrive on different days. So a partial delivery is frequently just the rest still in transit.

Email support@vividads.com.au with your order number and we'll check every consignment and send you the tracking for each. If something genuinely hasn't shipped, we'll get it out to you at no charge — see Problems & Reprints.

If your order hasn't been dispatched, email support@vividads.com.au straight away with your order number and the correct address, and we'll update it.

Once it's in transit we'll do our best to redirect it with the carrier, though that isn't always possible. If the parcel comes back to us, we'll issue a freight quote for resending it to the correct address.

Most failed deliveries are address problems, and they're easy to avoid. Please include:

• The business name exactly as it appears on your signage — drivers look for the sign, not the tenancy name on the lease
• The unit, suite or level number
• A mobile number the driver can call
• Any access notes — loading dock, gate code, after-hours arrangements

For deliveries to a venue, hotel or conference centre, add the event name and a care-of contact, and tell us the date the venue will accept freight.

Yes. Tell us how you'd like the order split and give us the addresses, and we'll quote freight per destination. We can also label each box with the design name or location so it's easy to identify at the other end — just ask.

Yes, we do this regularly. Send us the venue address, the event name, a care-of contact name and mobile, and any delivery window the venue has specified. Bear in mind many venues only accept freight within a set window before an event, so check with them and tell us the date.

We don't ship internationally ourselves, but we can release your order to an international freight forwarder you arrange. Book the collection, send us the airway bill or label and the pickup reference, and we'll have your order ready. Customs clearance and duties are handled by you or your forwarder.

Email sales@vividads.com.au before ordering so we can confirm packing details and weights for your booking.

You can pay by:

• Credit card — at checkout, via the Pay Now link on your invoice, or over the phone on 1300 721 614
• PayPal
• Bank transfer — our details are on your invoice. Transfers take up to 24 hours to reach our account; send us the remittance and we'll release your job as soon as it lands
• Purchase order / account terms — net 30 days for approved account and PO customers

If you need your order to move quickly, card or the payment link is the fastest route.

Two ways:

• Sign in to your customer portal at portal.vividads.com.au and download it from Invoices, or from the order itself. There's no password — we email you a 6-digit code, or you can sign in with your email plus your order number.
• Or email sales@vividads.com.au with your order number and we'll send it as a PDF, usually within the hour.

Every invoice is a valid tax invoice showing Vivid Ads Pty Ltd, ABN 49 210 655 341. If you need it re-issued to a different company name or billing address, or sent to your accounts team, just ask — we'll amend and resend it.

Yes. Prices shown on our website include GST, and GST is included in our invoices. On quotes and invoices you'll see the subtotal excluding GST, GST at 10% shown separately, and the total including GST — so your accounts team has everything it needs.

Our ABN is 49 210 655 341.

Email your PO to sales@vividads.com.au, quoting the quote or invoice number it relates to.

If you need a formal quote first, tell us the products, quantities and the delivery address, and we'll issue a quotation including GST and freight so the total on your PO matches the final invoice. We can also consolidate several quotes into one invoice if that suits your approval process better.

We're set up to complete new-supplier and vendor forms — send them through with your PO.

Net 30 day terms are available to approved account and PO customers — typically government departments, schools, universities and established corporate accounts.

Email sales@vividads.com.au with your business details, ABN and an idea of your expected ordering volume, and we'll let you know what's needed to get you set up.

When an order is amended we issue an updated invoice, so please always pay the most recent one. If your accounts system has already paid an earlier version, there may be a balance outstanding — email sales@vividads.com.au with your order number and we'll confirm exactly what's owing and send a single clean invoice.

Approved refunds go back to your original payment method. If card refunds aren't possible we can refund by bank transfer — we'll ask you for the account details — or issue store credit if you'd prefer.

Once processed, refunds normally reach your account within 7 to 8 working days. If it's taking longer than that, chase us — email sales@vividads.com.au with your order number and we'll confirm exactly where it is rather than leave you wondering.

Ask us and we'll explain it line by line — email sales@vividads.com.au with your order number.

One common one: if your shipping cost changed between checkout and your final invoice, that's because the initial figure was based on an estimated location. Once your actual delivery address was confirmed, the system calculated the correct rate for your area.

We run occasional promotions, and reseller customers have a discount code linked to their account. Codes are entered at checkout.

If a code isn't working, or you're a reseller and can't see your discount applied, email sales@vividads.com.au with your order details and we'll apply it manually and re-issue the invoice.

Our custom fabric banners are printed on premium 250 gsm polyester fabric — a soft, foldable material with excellent colour reproduction. It packs down without cracking, which makes it ideal for backdrops and displays that travel.

Our flags use resilient Trilobal 135 gsm fabric, chosen for its strength, tear resistance and breathability — it moves well in wind while holding up to it.

Double-sided flags are made from blockout fabrics sewn back to back, which is why the artwork reads correctly on both sides rather than showing through in reverse.

We supply corrugated plastic (corflute) signs in 5 mm only. We don't stock the thinner 3 mm option, so there's no choice to make — and 5 mm is the more rigid, longer-lasting board.

Our minimum producible corflute size is 150 mm.

Standard stretch fabric media walls are 2300 mm high, in widths of 1980 mm, 2980 mm and 3980 mm, single or double sided.

The minimum height is 2.3 m and we can't produce below it. If you need something shorter, a fabric banner stand is usually the right alternative — tell us your space and we'll recommend an option.

Our standard sizes suit common trestle tables:

• 6ft fitted stretch cover — 1830 mm long × 760 mm wide × 750 mm high
• 8ft loose throw — 2446 mm wide × 754 mm deep × 754 mm high

Covers can be printed front and back. If your table is a different size, send us the measurements and we'll quote a custom cover.

Typical heights across the range:

• Feather flag — small 2500 mm
• Teardrop flag — medium 3000 mm
• Rectangle flag — medium 2500 mm
• Bow flag — medium 3500 mm

Small, medium and large options vary by shape, so check the product page for the exact size, or ask us and we'll confirm the finished height including the pole.

Flag kits include the poles and a carry bag. Base options are:

• Ground spike — included at no extra cost, for grass and soft ground
• Premium cross base with water bag — for hard surfaces
• Heavy duty metal plate (5 kg) — for hard surfaces and windier sites

Important: if you select the cross base or metal plate, it replaces the free ground spike rather than adding to it. If you want both — for example to use the flag indoors and outdoors — order the extra base separately from our hardware range, or tell us and we'll add it to your order.

Three options:

• Hemmed edges only — a clean stitched edge, for banners you'll fix yourself
• Rod pockets (50 mm) top and bottom — for hanging on a rod or bar
• Velcro — hook or loop — for attaching to a frame or a carpeted wall

Corflute signs can have eyelets added — in the corners, along the top, or wherever you need them for cable ties or fixings. Tell us the arrangement you want.

The two sides work as a pair:

• Hook — the rough, scratchy side. It grips onto the loop side.
• Loop — the soft, fabric side. It attaches to the hook side.

So choose the opposite of whatever is already on your mounting surface. If the surface has the rough hook side, order loop on your banner, and vice versa.

For carpeted exhibition walls (typical shell scheme booths), you want hook — the rough side grips directly into the carpet. If you're not sure what's on your surface, order one of each, or send us a photo and we'll tell you.

Single-sided prints your artwork on one face. Double-sided (sometimes shown as "Double Impact") prints both faces so the design reads correctly from either direction.

On flags and fabric displays, double-sided is built from two printed panels of blockout fabric sewn back to back — not a single panel showing through — so both sides are crisp and neither is reversed. Double-sided carries a price uplift because it's effectively twice the print.

Our outdoor range — flags, corflute signs, A-frames and outdoor fabric products — is printed with UV-resistant inks and built for outdoor use.

How long any item lasts outdoors depends heavily on exposure: constant wind, full sun and prolonged wet weather all shorten life, and sheltered positions extend it considerably. Corflute in particular is designed for practical outdoor signage rather than permanent all-weather installation, so where you can, position it under cover.

Tell us where your signage is going and how long it needs to last, and we'll recommend the right product rather than the cheapest one.

A quick guide:

• Indoor, portable, set up in a minute — pull-up banner. Standard width is around 850 mm; half-width versions are narrower but pull up to full height.
• Photo backdrop or step-and-repeat wall — stretch fabric media wall (2.3 m high, 1980–3980 mm wide).
• Large soft backdrop on a budget, or behind a table — fabric banner or fabric banner stand.
• Outdoor attention, roadside or event entry — teardrop, feather, bow or rectangle flags.
• Outdoor signage, real estate, directional — 5 mm corflute, with eyelets if you're cable-tying it.
• Exhibition shell scheme booth — shell scheme fabric graphics (see below — these are panels only).
• Backlit, premium retail — SEG light box.

Not sure? Tell us the venue, whether it's indoors or out, how often you'll transport it and your budget, and we'll recommend something. Call 1300 721 614.

No — shell scheme fabric graphics are printed fabric panels only. We don't supply the booth structure or frame, and we don't offer a complete self-contained booth kit.

Panels attach with velcro hook side to the carpeted walls typically found in shell scheme booths. Each panel covers one wall, so for a three-sided booth order a quantity of three. Your venue or stand builder supplies the structure — check your exhibitor pack for the wall dimensions and send them to us.

For larger orders and colour-critical work we can print a physical swatch so you can approve the actual ink on the actual material before committing to the full run. It's a small sample piece rather than a full panel.

Email sales@vividads.com.au with what you're planning to order and we'll let you know what we can arrange.

Fold-line creases are normal when fabric is first unpacked, and they usually drop out on their own. In order of what to try:

• Hang it and leave it. Most fold lines relax within a few hours once the fabric is under tension.
• Set it up outdoors in a light breeze. The movement works creases out naturally.
• Iron it, carefully. Use a low heat setting (synthetic/polyester), and place a clean cotton cloth or towel over the fabric first. Never iron directly on the fabric — it's a polyester knit and high heat will damage or melt it.

If creasing doesn't settle after that, or the marks aren't along fold lines, send us photos — it may be a print or finishing issue and we'll sort it out.

Displays are designed to go together without tools. If you're unsure, or you have parts left over after assembly, email support@vividads.com.au with your order number and a photo of what you've got and we'll walk you through it.

One thing worth knowing: some frames use the same hardware across two heights, so a shorter configuration legitimately leaves poles unused. Left-over parts don't necessarily mean something's missing — but check with us rather than forcing anything.

Fabric products are polyester. For general cleaning, spot-clean with a damp cloth and mild detergent, and allow to air dry rather than tumble drying. Avoid high heat, bleach and harsh solvents, which can affect the print.

Before washing anything printed, email support@vividads.com.au and tell us which product you have — we'll confirm what's safe for that specific fabric so you don't risk the print.

Yes — replacement poles, bases, ground spikes and other hardware are available. Email support@vividads.com.au with your original order number (or the product and size) and tell us which part you need, and we'll confirm availability and price.

If the part failed rather than wore out, don't order a replacement yet — send us photos first and we'll assess it as a warranty matter. See Problems & Reprints.

Store fabric graphics loosely rolled or folded along their original fold lines, in the carry bag, somewhere dry and out of direct sun. Let anything damp dry fully before packing it away.

For hardware, don't force sections together or apart, and take flags down in strong wind — over-bending a fibreglass pole is the most common cause of hardware failure.

Contact us as soon as you notice — email support@vividads.com.au with your order number, or call 1300 721 614.

Please send photos of:

• The damage itself
• The outer box or packaging — this tells us whether it happened in transit
• The shipping and packing labels on the box

Photos are what let us act immediately rather than investigate slowly, so send them with your first email if you can. We'll assess it and come back to you with the fix — for genuine transit or production damage that means a free reprint or replacement.

Send us photos of the affected item, plus your order number, to support@vividads.com.au.

Print defects are our fault and we fix them — the normal outcome is a free reprint. We'll only reproduce the affected item rather than the whole order, so let us know if some items are fine. Your reprint goes through the proof process again so you can confirm it's right before it prints, and we can have the item inspected before dispatch if you'd like.

First, check whether the rest is still in transit — multi-item orders often ship in several consignments that arrive on different days. Email support@vividads.com.au with your order number and we'll check every consignment for you.

If something genuinely didn't ship, send photos of the box, the shipping labels and what was inside. We'll dispatch the missing items free of charge, usually the same or next day.

Email support@vividads.com.au with your order number and a photo of what you received, including the label on the package.

If we picked or produced the wrong thing, we'll make it right at no cost to you. If the wrong option was selected at checkout, we'll talk through the options — usually cancelling and re-ordering the correct item, with the original returned to us (we can arrange collection).

If you've received goods belonging to someone else entirely, let us know and we'll arrange collection.

Send us photos of the printed item — ideally alongside your existing branding or the approved proof — plus the CMYK or Pantone values you're working to, at support@vividads.com.au.

We'll check the values in the file that went to production against what came out. If we've printed something other than what your file specified, that's on us and we'll reprint it.

If the file was printed correctly, the variation is usually one of two things: an RGB-to-CMYK conversion shifting the colour, or the same values printing differently on different materials — fabric, corflute and vinyl each absorb ink differently, so an identical file won't produce an identical result across a mixed set. Either way we'll work with you: we can print a swatch, tune the CMYK build per material, and reprint from there.

Send photos of the broken part — and a short video if it's a mechanism that's jammed or failed — to support@vividads.com.au with your order number.

Manufacturing faults are covered and we'll replace the part free. Damage from wind, or from over-bending a pole or forcing a frame during assembly, isn't covered — fibreglass poles in particular will snap if flexed beyond their range. Where a claim falls outside cover we'll offer a discount on the replacement part rather than leave you stuck.

Every pole is checked before dispatch, so if something arrives broken in an intact box, tell us and include the box photo — that's exactly the evidence that helps your case.

Depending on the situation, we'll offer:

• Reprint or replacement — our first choice, because it gets you the product you paid for
• Store credit — if a reprint no longer helps you
• Refund — where a reprint can't work, for example if your event has passed

Where only one item in a larger order is affected, the remedy applies to that item. For anything containing hardware, a refund is processed once the goods are back with us — we'll arrange and pay for collection where the fault is ours.

If a reprint has already been attempted and still isn't right, say so and ask for a refund — we won't push you into a third attempt.

For hardware — frames, poles, bases, light boxes — yes, we need the goods back before a refund is finalised. We'll arrange courier collection, or you can return it to our Derrimut warehouse.

For printed graphics with a fault, you generally don't need to return anything — a photo is enough.

Custom-printed items can't be returned for change of mind, since they're made specifically for you.

Please check every item the day it arrives — before you install it, take it to an event, or send it on to a client. Then tell us as soon as you spot anything:

• Damaged in transit — within 2 business days of delivery. Courier claims have their own deadlines and depend on the packaging.
• Wrong item, wrong quantity, or doesn't match your approved proof — within 5 business days of delivery.
• A manufacturing fault visible on arrival — within 5 business days of delivery.
• A fault that appears later — as soon as you notice it, and stop using the item.

These are not cut-offs. Contact us after them and we'll still assess your claim, and your rights under the Australian Consumer Law aren't affected. What changes is practical: inside these timeframes we arrange and pay for everything including return freight; after them we may need the item back for inspection first. And the longer a product has been in service, the harder it becomes for anyone to separate a manufacturing fault from wear, weather or handling.

Please keep the packaging until your claim is resolved — for transit damage it's the evidence.

Email support@vividads.com.au with:

1. Your order number
2. A photo of the whole item, set up or laid flat, so we can see it in context
3. A close-up of the problem, in focus, in daylight
4. A photo of the packaging and shipping label — for transit damage, the carton before and after opening
5. How many units are affected out of how many you received — e.g. "3 of 20"
6. If the item has been in use: where and how — indoors or outdoors, how long, and roughly where (suburb or postcode is plenty)

Please keep the item until your claim is finalised. We may ask to inspect it or have it returned — for most faults that's the only way to identify the cause and stop it happening again.

It takes about five minutes with a phone, and a complete claim is usually resolved same-day rather than turning into a back-and-forth.

Please tell us directly. Email support@vividads.com.au with your order number and the word "Complaint" in the subject line, and set out what happened and what outcome you're looking for. Complaints are escalated internally to management for a decision, not left with the person you've been dealing with.

If you'd rather talk it through, call 1300 721 614 and ask for the matter to be escalated. Nothing here limits your rights under Australian Consumer Law.

Your customer portal is portal.vividads.com.au — that's the one you want for orders, tracking, tax invoices, quotes, addresses and artwork uploads.

There is no password. Two ways in, whichever suits:

• Enter your email address and we email you a 6-digit code. Nothing to remember, nothing to reset.
• Or sign in with your email address plus any of your order numbers — a quote number works too, so you can sign in before you've placed your first order.

Use the email address the order was placed under. Orders live under the address they were ordered with, so if you sign in with a different one you'll see an empty account rather than your history.

A separate, older system: some proofing still runs through admin.vividads.com.au, which has its own login and is not connected to your customer portal. If your proof email points you there, use the details on that email.

Stuck? See the sign-in help page, or email support@vividads.com.au with your order number — we'll sort it out, and we can email your proof, invoice or artwork straight to you in the meantime.

In your customer portal at portal.vividads.com.au you can:

• Track every order and see its current stage
• Upload or replace your artwork
• View the proof on file for an order
• Download tax invoices and quote PDFs
• Approve a quote and turn it into an order
• Manage delivery addresses, reorder a past job, and report a problem

Approving a proof is the one thing that still happens outside the portal — use the approve action in your proof email (or the older admin.vividads.com.au system if your proof points there). We're bringing that into the portal.

If any of this isn't working for you, email support@vividads.com.au — we can do all of it from our end and it won't hold your job up.

The main states you'll see:

• Awaiting artwork — we need your print-ready file
• Awaiting proof approval — your proof is with you and we're waiting on your approval
• Queued for production — approved and scheduled into a production run
• In production — being printed. Changes are no longer possible at this point
• Printing complete — printed and moving to finishing, packing and dispatch
• Dispatched — on its way, with tracking emailed to you
• Ready for pickup — waiting for you at Derrimut

If the status doesn't match what you expect — for example it shows awaiting approval when you've already approved — email support@vividads.com.au with your order number and we'll check the underlying record and correct it.

It's common for a designer to supply artwork, a manager to approve the proof and an accounts team to handle the invoice, and we're set up for it — just tell us who does what and cc them on the thread. We'll send proofs to the approver and invoices to your accounts address.

If a colleague placed an earlier order and you need to reorder from it, tell us roughly what and when and we'll locate it and reuse the artwork.

Yes — we have a reseller program for trade customers such as print shops, sign companies, promotional product suppliers and agencies. It's specifically for resellers; we don't offer general business discounts outside it.

Qualification is based on a consistent ordering history with us over recent months. Email sales@vividads.com.au with your business details, ABN and an idea of your ordering volume, and we'll tell you where you stand and what's needed.

Once you're set up, your reseller discount applies to orders placed through the site. If you're a reseller and a quote or order doesn't show your discount, send it to us and we'll re-issue it correctly.

Yes — blind shipping is a standard service for our trade customers and there's no charge for it. Email support@vividads.com.au with your order number and:

• Your own consignment label or manifest, if you're using your carrier and paperwork
• A note asking us to remove all other labels, stickers and invoices
• The delivery address, or several addresses if you're splitting the job

We can also label each box with the design name or destination so it's easy to identify at the other end. Tell us how you'd like it done and we'll set it up the same way on future orders.

We keep production files on file so reorders are straightforward — we routinely retrieve artwork from orders placed a year or more earlier. If you're reordering, quote your old order number, or just tell us roughly what and when, and we'll find it.

Whatever's fastest for you:

• Phone: 1300 721 614
• Orders in progress, artwork, proofs, problems: support@vividads.com.au
• Quotes, new enquiries, purchase orders, invoices: sales@vividads.com.au

Please include your order number if you have one — it's the single thing that gets you a useful answer fastest. We're a Melbourne-based team and we answer email quickly during business hours.

Vivid Ads Pty Ltd — Australian custom signage and large-format printing, made in our own Derrimut facility.

• ABN: 49 210 655 341
• Address / pickup: 90 Australis Drive, Derrimut VIC 3026 — free pickup from here
• Phone: 1300 721 614
• Hours: Monday to Friday, 9:00am – 5:00pm (closed weekends and public holidays)

If you need us set up as a supplier, ask sales@vividads.com.au and we'll send whatever your accounts team needs.