Below FAQ are some questions of our customers have been asking,
If you have other questions, please just send it to hello@customkings.com.au.
Shipping Questions
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.
We love serving our international customers! Our website will automatically work out shipping costs for you upon checkout for New Zealand, US and Canada customers in most cases, however due to the multiple 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.
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.
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.
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.
Orders over $120 also have a Free Standard Shipping.
All our orders are shipped via Auspost and have tracking provided to help you know when your delivery is due.
If you are not home, a card will be left by the courier if it is safe to do so, this card will allow you to collect your delivery from the nearby post shop or depot depending on your area.
If after several days the items are not collected they are returned to us, once we receive them back we will reach out to you.
If your package is returned to us by the courier for any reason (like incorrect address, not collected etc.) we are able to arrange redelivery with your selected postage method, this will be at a cost to yourself as we are charged the cost again by the couriers.
Production
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.
You can now view the font directly on the product page when typing in your text.
To keep our prices as low as possible for all customers and our turnaround just as quick we don't offer free artwork proofs or consultations on artwork prior to an order being placed. This ensures as a customer you know our focus is on your orders and that we are truly offering the lowest price possible. Our website provides a large amount of information to help our customers place orders.
In many cases, our website will have a photo to showcase the item and in the case of corporate items will display an example of the artwork required for either engraving or printing depending on the item.
If you would like an artwork proof prior to placing your order for an item we can do this for a low fee, please note this artwork proof does not include any revisions or changes to your existing graphics. Please reach out to us to arrange the invoice for this.
When you order an artwork proof or an item with an artwork proof our graphics team will begin work on your artwork proof.
When our art team has completed the draft of the design for your order, we will email you a copy.
If we send you a draft and you don't respond to approve or revise it within 72 hours, we will proceed with the draft as is.
If you want to use a different reference image during the revision process this will incur an additional fee.
To ensure you receive 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.
We would love to make your designs come to life! Please reach out to our team via email ( hello@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.
We aim to make purchasing from CustomKings as easy as possible, our size guides can be found underneath the price on the product page by clicking the button labelled "Click Here for Size Guide".
Stock
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, UV Printing and Shirt Printing and several other methods of Personalisation.
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 delay. If you need the product urgently please reach out to us and we can help.
In-Store
We are located just outside Newcastle, NSW in Bennett's Green. Our full address is:
CustomKings
1/28 Templar Place,
Bennett's Green
NSW 2290
To keep our prices as low as possible we no longer offer a showroom for shopping, this allows you to know we are dedicated to offering the lowest prices online and quickest turnaround.
Click and Collect is still open however.
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 taken per item.