FAQ – Frequently Asked Questions

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Shipping

How long does my order take for delivery?

After your order has been dispatched our couriers will attempt to deliver your order as quick as possible. Each order is shipped via a tracked method and a tracking number is sent to your email once dispatched.

Most of our Australian customers who have selected standard postage receive their order with in 5 Business Days of dispatch from our Australian warehouse. However in some cases due to high demand in the courier network it can take up to 14 days. Please contact us if your order has not arrived with in 14 Business Days.

Do you ship Internationally?

We love serving our international customers! Our website will automatically work out shipping costs for you upon checkout for New Zealand, US and UK customers in most cases, however due to the mutliple products we ship sometimes it will not offer shipping. Please reach out to us and we can organise to ship your new favourite products to you.

I need my order Part Shipped

To keep our postage flat rate we do not part ship orders, this ensures we will not have to raise our postage prices for all customers. If you are happy to pay the shipping charge for your order we can arrange this, simply reply to our email and we can send through an invoice.

My order won't make it on time for my event, What can I do?

Prior to ordering we do recommend reaching out to us if you need an item before a set date (or event) this allows us to move your order to the top of the production queue and let you know which shipping method is best.

If you have already placed your order and the tracking states it may not make in time, sadly we are also at the mercy of the couriers and can not push it faster through their system.

We can not offer a refund in cases where an order has not made it’s way to you in time for the date / event.

How much does Shipping cost?

All our orders are shipped via Auspost and have tracking provided.

We offer a range of shipping options to get your order to you as quick as possible. Australian Shipping Standard shipping is $9.95 our shipping is flat rate in nature meaning you never pay more than the advertised price. We also offer a Express Delivery option for $16.50.

Orders over $100 also have a Free Standard Shipping.

Production

What is your Production Turnaround time?

Most items are personalised within 1 Business Day, however to keep our customers well informed each product will give you a estimated delivery date right on the product page.

Our Dispatch Times are below:

  • Engraved Items – 1 Business Day
  • Embroidery Items – 1-2 Business Days
  • Shirt Printing 1-3 Business Days
  • Sublimation Items – 1 Business Day

Larger orders may take a few extra days, this is also the same for busy times of year like the Christmas Period and Father’s Day.

Stock

Can you make a new product for me?

We welcome new ideas and challenges, if you have an idea we would love to work with you to make it a reality. We offer Laser Engraving, Cutting, Sublimation, Embroidery and Shirt Printing and several other methods of Personalisation.

When will xx product be in stock?

We hope to have our out of stock products back in a quick time frame, however due to some suppliers being international there is occasionally a month delay. If you need the product urgently please reach out to us and we can help.

Personalisation

I'm having trouble ordering, Can you help order?

To ensure you recieve the lowest price possible we recommend ordering directly through our website. If you are having issues ordering our friendly team can help through the live chat during business hours or via phone (02) 4920 6563.

Can I use my own design?

We would love to make your designs come to life! Please reach out to our team via email ( sales@customkings.com.au ) with the product you wish to have personalised with your design please include the design you would like or inspiration for our graphics team to work with. Please allow 1 Business Day for a reply from our dedicated customer service team.

In-Store

Where are you located?

We are located just outside Newcastle, NSW in Bennett’s Green. Our full address is:

CustomKings
3/12 Statham St,

Bennett’s Green

NSW 2290

Can I visit your Showroom?

Our showroom is open to the public Monday – Friday 8:30am – 4pm, No appointment needed during these times! If these times don’t suit feel free to call us on (02)4920 653 and arrange for an appointment outside these times.

Our showroom also serves as a pickup point for Click and Collect orders too!

Do you offer Same Day Personalisation Instore?

Our dedicated team always try our best to ensure each customer can depend on us in a pinch. Our Same Day Personalisation service does depend on the current production queue, we do recommend reaching our to our team via phone on (02) 4920 6563 to see the current queue time.

Our Same Day Personalisation service excludes Embroidery and Shirt Printing due to the time per item.

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