Help Centre

Production timelines

Our standard production time is 24hrs if the artwork is approved by 5 pm AEST on a working day.

The production timeline starts after proof approval. Based on volume and product complexity, each order has a different length of production time.

Some products apply a production time of three to seven days. Please check the specific product page for more details or call us on 1300721614.

  • Please allow 24 hours (for most of our products) to produce your order.
  • Although your order may have a 24 hour production time, please note that delivery times are calculated on top of this. Please note we hold no responsibility for any delays caused by courier companies.
  • Production time will vary depending on the size of the order (as it does take a bit longer to manufacture larger quantities).

What is your order process?

Please visit Our Process for more details.

What is your product guarantee?

Our 100% satisfaction guarantee is just that – if you aren’t 100% satisfied with your experience working with us, we will do whatever is necessary to make it right. No tricks, no caveats. Just contact us, and we will make it right!

Shipping information

Deliveries are made 8:00 am - 5:00 pm—Monday to Friday. The exact time cannot be specified as the delivery company dictates the final time.

We ship our orders with standard road couriers; it is not a time-sensitive guaranteed delivery service. However, we find that they are usually very reliable! Please see the estimated delivery times below for each major city.

Although your order may have a 24 hour production time, please note that delivery times are calculated on top of this. Please note we hold no responsibility for any delays caused by courier companies.

Following delivery time frame applies to standard shipping:

Melbourne Metro: 1 business day estimate

Sydney Metro: 1-2 business day estimate

Brisbane Metro: 2-3 business day estimate

Canberra Metro: 1-2 business day estimate

Adelaide Metro: 1-2 business day estimate

Perth Metro: 4-5 business day estimate

Hobart Metro: 4-5 business day estimate

Darwin Metro: 6-7 business day estimate

Regional times may vary depending on your location.

We can expedite your delay by choosing a premium delivery service offered by Startrack. Good's sent via this delivery service will be air freighted rather than sent via road. Premium delivery cost specific to your delivery address can be obtained by calling us on 1300721614.

Can you ship to a post office box?

Unfortunately, Startrack Australia won't deliver to a P.O. box, so we'll need a physical address.

My goods are delayed; what's next?

Late delivery can be due to a variety of reasons including but not limited to:

You didn’t approve the digital proof before the deadline

Your delivery date is only valid if you approve your digital proof before the deadline. Keep a check regularly on your emails to don’t miss the deadline.

Your delivery address is regional

If your postcode comes under regional addresses, it may take an extra day or two to deliver, depending on the shipping company.

The order was delayed in production

Another reason for late delivery is that your order was delayed in production due to an unexpected situation. Our team will notify you in case of any delays. If you have paid extra for faster delivery, the difference in standard and fast delivery will be reimbursed.

If you cannot use the order anymore, the order may be refused or returned to us. A full refund can be processed in such cases.

The order was delayed in transit

Your order may be dispatched on time by our company but is delayed due to an unexpected situation faced by the courier company. Follow your track and trace link to find the status of your order.

Vivid Ads cannot be held liable for the delay caused by the courier company. However, we try our best to help you in any way we can.

Over 97% of our orders are delivered on time or early. Hence, you don’t have to worry about it.

If your order is late and you can’t figure out why to contact us, our team will assist you.

Do you offer blind shipping?

Yes. All our packages are delivered with blind shipping. All our cartons/boxes are also unbranded.

Can I change my delivery address?

No. Once the order has been placed, you will be unable to edit your delivery address on file after submitting your online order.

Our system automatically generates the shipping labels when your order is placed. Therefore we are unable to make any further amendments to it.

Do you deliver to multiple addresses?

The best way to send items to multiple locations is to place separate orders using our online system. If you wish to place an order, you can contact our team to split the delivery for you to the provided multiple locations.

Do you offer a combined delivery?

Yes. The products from the same order are produced and delivered together. Split delivery is only possible but would incur additional delivery charges to multiple locations. This is hardly the case.

Returns

Returns

Our returns policy

While we do everything in our power to make your order the epitome of perfection, sometimes things go awry. We're committed to making your experience with Vividads.com.au so fabulous that you'll want to come back for more and bring your friends along too. As such, we've created the most generous return policy in the industry.

Step 1: Let us know

If you find a problem with your order once it arrives, let us know immediately (within seven business days of delivery) by calling customer support at 1300721614 or filling out our contact form with your order number. You can find your order number on the order confirmation email.

Step 2: The fix

If the order is messed up, we'll get your order reprinted and shipped out to you at no cost and within our standard production time.

If it were a mistake on your end, we'd ask you to create a return label & ship the product back to us. Please include the original packing slip in your return. You can send it back using whatever carrier you prefer. Once we get it, we'll refund 50% of the order subtotal. We must receive your order within seven days of your original contact with our customer service team about the issue.Please address your shipment to: Vividads.com.au Returns - {YOUR ORDER #} 43 Barclay Road Derrimut, VIC, 3026 Ph: 1300721614

Damage from shipping:

We use Startrack Australia for all our shipping. If your order arrives damaged, we'll work with Startrack, and in the meantime, we'll reprint and send out your new product within the standard production time.

Exclusions

Any issues after you successfully receive the sign, including installation or additional modifications, are not covered under our return policy. We're sorry, but paid design services cannot be refunded.

Returns & refund:

If you are looking to return your product and do not wish to have it replaced, we'll ask you to create a return label & ship the product back to us within seven business days of delivery. You can send it back using whatever carrier you prefer. Once we get it, we'll refund you 50% of the order subtotal. The refund will go to the original form of payment within 2-5 business days.

What types of payments do you accept?

  • At this time, we accept Visa, Mastercard, American Express, and Payafter through our online checkout. We also accept payments via PayPal.
  • Bank Transfer: Please deposit the funds to our Westpac Account details on your invoice.
  • Purchase Orders: We only accept purchase orders from Govt. organisations and educational institutes.

Cancellation Policy

Cancelling your order must be done within minutes of placing the order. Because we ship orders the next day, all orders immediately go into our production process. Please get in touch with us immediately after the order is placed if you wish to cancel your order. We cannot guarantee that your order can be withdrawn.

By placing your order, you agree that you have reviewed your order and that no further additions, corrections, or changes need to be made and that your order is final as is.

If the order is paid for and cancelled after design drafts have been issued but not approved, we reserve the right to keep the design charges and refund the rest.

How long does it takes to get a refund?

It usually takes around 3-5 working days for the refunds to be processed and paid back via the same payment method you used when placing the order.

Contact customer support if you haven't received a refund within five working days of issuance of refund slip.

Artworks

Designs

Design services

Give us a design brief or simply upload your files in any format or even do a hand drawn rough draft! We will transform it into your desired design and send it to you via email for approval. Only after you are 100% satisfied and have given your approval of the product/s, we will initiate the printing!

Place your order and contact our design team with your brief on design@vividads.com.au.

Uploading finished artwork

Your artwork/design can be uploaded while placing the order or after you are done with it. Go to the artwork Artwork upload page to upload your work. When uploading your artwork, order number, email, and any message for our design team.

We do not ask for files via email to avoid all mistakes. If there are any special instructions about your file, write them down in another file and upload them as well. You can name this file ‘Instructions’ to make it clear. Our team will contact you if they need clarity on any instructions.

Uploading a New Artwork File

Have you already uploaded an artwork file on our website but want to replace it with another one?

Whether or not you can do it depends on the status of your order. Please feel free to contact us at support@vividads.com.au to confirm the status of your order. If the file has not been printed, we will happily replace it for you.

What are print-ready files?

When we say “print-ready / press-ready”, we mean it is a file with all the specifications needed to produce a high-resolution print product without requiring additional alteration or intervention.

In other words, we, the commercial printer, can use the file “as submitted” to successfully create quality printed materials such as banners, posters and a lot more.

We’re pretty flexible with our printing, but the rules of print-ready artwork don’t bend, and to ensure you get the best print possible, we ask that you follow our guidelines below if you are supplying your artwork.

PDF stands for Portable Document Format. Supplying a print-ready PDF not only eliminates all of the extra files you would have traditionally sent to a printing company, but it will also speed your file through our pre-press department as we won’t need to load everything into our system. You create a simple workflow between you and us by supplying a print-ready PDF, enabling a hassle-free transition from design to print and delivery.

A Print ready PDF must meet specific criteria for your file to print without problems. All print-ready PDFs need to contain the following:

  • The file is supplied as a four-colour process CMYK and not RGB colour space.
  • The document’s page size is the finished trim size.
  • Fonts are embedded or converted to outlines, so no fonts are needed.
  • All scans resolutions are 300 dpi at 100% of the final image size.
  • Images are embedded in the file.
  • Files are supplied with 3mm bleed.
  • Any trim, score or fold marks are indicated outside the live print area.
  • Artwork is at least 5mm from the edge of the page; this is regarded as a safe or quiet area.
  • Black text is NOT 100% black and a mix of CMYK.
  • White text is not set to overprint.

We understand the above list looks daunting, and this is why our production team are only too happy to lend a hand in identifying issues if they arise. We can fix some of these issues relatively quickly, but others take time and charge.

We always recommend you have artwork designed by professionals. Within our graphic design studio, each of our graphic designers is not only University educated in graphic design, but they have also been given in-depth training and guidance within our own four walls to ensure our files print as they should, every time.

We’re meticulous with our design and print quality. It’s this attention to detail that ensures we never knowingly process a file we’d consider unsuitable for print. This keeps our print quality at high levels, ensuring you get the perfect shot every time. If at any point you want to speak to our production team regarding the print-readiness of your artwork, call us on 1300721614.

Specifications & templates

Artwork submission specifications and templates of each product are available on each product page under the tab design guidelines. Choose the product you are looking to purchase and browse below the continue button to find specs and editable templates

Will you check my artwork before printing?

At Vivid Ads, we always want to send the best possible work to our clients. Thus, we have a dedicated team that does a basic check of your artwork at no additional costs.

Where will I find my digital proof?

Many customers are confused about where and when they can find their digital proofs. If you have been sent a digital proof, it simply means that you need to approve the file before it can be sent to production.

You can find your digital proof:

Via Email After the Manual Check

Digital proofs are sent through email to the customers. The manual check may take a while. We will send you the proof via email once it has been created and checked by our team. You will receive a notification and you can then check the proof. We try to ensure that the proof is sent to you well before the production deadline. Make sure that you check your email, and approve the proof at your earliest to avoid any unnecessary delays in production. This also ensures the timely delivery of your product. Missing the deadline will lead to delays in production and delivery.

Also, read your email carefully as it may also contain warnings about your artwork and suggestions to improve it. You may also receive the actions to be taken to take the process to the next stage.

What is a print quantity?

When you supply us multiple design files we want to know how many times we need to print each design file. For example if you are ordering 10 items and you have chosen to supply number of designs as 3 so we want to know the breakdown of how many times each file is to be printed like

Design File A X 4

Design File B X 3

Design File C X 3

Total 10 units using 3 different design files.

What are CMYK colours?

CMYK (Cyan, Magenta, Yellow and Key) is a colour model commonly followed for full-colour printed material. It allows you to create nearly any colour. The darkness of the colour depends on its percentage. At Vivid Ads, we ask our customers to deliver their files in CMYK colours.

What are RGB colours?

RGB stands for Red, Green and Blue. This colour combination leads to very bright colours as the starting point of this colour range is white. A common example of this is a television screen. When a television screen is powered off, it is black in colour. When switched on, light is added to create colours that we see on the screen. RGB is not the recommended format for print colours. Therefore, we require our customers to send us files in the CMYK colour format and not in RGB.

What are PMS colours?

PMS colours are the trademark of Pantone company that has more than 1,100 colours in their range. Each of these colours come with a unique number. These numbers ensures that the colours used anywhere in the world are exactly the same. Pantone colours are preferred for house styles and logos. They are not easy to copy with CMYK colours as they are derived from a total of 15 basic pigments, including white and black. Pantone colours are formed by the mixing of different pigments, hence the unique shades. Vivid Ads does not accept files using Pantone colours.

Is there any way to prevent colour differences in my printing?

It is important to understand the differences between CMYK, PMS and RGB colours if you wish to avoid any colour differences in your printing. At Vivid Ads, we use CMYK colour format for offset and standards digital printing.

Here are some tips you can use to prevent colour differences:

  • Provide your files in CMYK colours. You can use PMS colours if you are a professional.
  • You should know the CMYK codes of the important colours.
  • If you want perfect colours, then consider PMS printing.
  • Restrict the use of purple and blue colours for your prints.

How to create a new vector file?

Here is what you need to know about creating a new vector file using the following programs:

InDesign and Illustrator

Use Illustrator if you wish to create vector objects such as logos. It allows you to collect text, vector objects and footage and put them together in one file. You can also use InDesign. However, there are more restrictions in InDesign as compared to Illustrator.

Adobe Photoshop

While you can use Photoshop to create new files, we advise against it. Photoshop is an editing software and should mainly be used for editing files.

MS Programs

Creating vector files is not possible with Microsoft Office programs such as Excel, Word, Publisher or PowerPoint. These are text-editing programs and shouldn’t be used to create the layout of printing files.

How to save my document as a PDF using MS Word?

It is not too difficult to save a PDF from MS Word. However, you must be careful about enclosing the fonts. Fonts are not automatically enclosed in MS Word. This will lead to strange symbols and many shifts when the file is printed.

Here is a step by step guide on how to save your document as PDF using MS Word. Please note that your version of MS Word may require some different steps. Run a quick Google search to find out the steps to follow for your version of MS Word. Get in touch with us if you are not able to do it. Our team will happily help you out.

Step 1: Open your Word documents and select ‘Save As’. You will see different options.

Step 2: Select ‘PDF’.

Step 3: Once you select ‘PDF’, you will see different options. Select ‘Options’.

Step 4: A pop-up screen will emerge. Check the box ‘ISP 19005-1 compliant (PDF/A)’.

Step 5: Click ‘OK’ and save the file.

That’s all. You have successfully converted your Word file to a PDF file, including all the fonts. These fonts will no longer shift or change when the file is printed.

What do I ensure that black is correctly printed?

Just choosing standard black from the colour pallet of the program you use is not enough to get the black colour well-coated and printed. This usually leads to a very dark grey colour instead of black. One of the most common mistakes people make when creating large black fields is opting for a 100% black CMYK value. This turns the colour grey instead of black.

If you want the best black colour in your print, then consider the following chart:

NameCMYK ValuesResultStandard BlackC=0, M=0, Y=0,K=100Normal black, often dark greyRich BlackC=63, M=52, Y=51, K=100(Photoshop) Full blackCool blackC=60, M=0, Y=0, K=100'cool' blackWarm blackC=0, M=60, Y=0, K=100'Warm' blackDesigner blackC=70, M=50, Y=30, K=100Very deep, 'cool' black

If using full-colour printing, the full-colour registration is 280%. So, if you are using black in full colour, you must pay attention that the black colour is not 100% cyan, 100% magenta, 100% yellow and 100% black. If you use this ratio, you are essentially getting a 400% mix, which leads to unwanted spots and interfering factors that make your printed material look bad.

If you want the best and richest black colour, you should aim for designer black. Use 100% default black for small lines, texts and small objects. This is because a slight deviation in CMYK pallets is always possible, resulting in blurry text. This is most important when you are printing a large amount of text on the products, for example, newspapers, brochures, etc.

What are the reasons for colour differences?

The colours you see on your screen may not look the same when printed. The colours on the screen are usually in the RGB format (screen format), while printing uses CMYK colours. Hence, the range of colours they use is entirely different.

If you submit your file in RGB colours, we automatically convert it to CMYK colours for printing. This leads to some differences in colours. Blues and purples are most commonly affected. In addition, too bright or fluorescent colours may also be affected.

You may notice the colour difference between print and screen because you compare them on different mediums. Similarly, the colours on other papers may also look slightly different.

The colours may also be affected by the different printing methods. Thus, you may notice a difference in colours when the same thing is printed on other products.

Which software can I use?

The best software to edit them is Adobe Photoshop if you are editing photographs.

Use Adobe Illustrator to edit vector files.

For printing files, we recommend you use Illustrator.

Please make sure the files you provide us are in PDF format.

Using MS Paint, Publisher and Word is not suited for editing. However, if you have used these programs, upload your file, and our team will see what can be done about it.