Frequently Asked Questions
How do I contact Dex?
Our customer service team is available Monday – Friday from 8:30am till 5:00pm. Email us at email@example.com or call us on (03) 9768 3668.
Do you have product minimums?
Yes, most products require a minimum order, but minimums range can vary from product to product. For less than minimum, a surcharge will be applied. Please check with your customer service account manager for more information.
Can I purchase samples or blank stock?
Yes, you can order unbranded samples or blank stock, but charges will apply. Normally these will be dispatched from our Melbourne warehouse the same day if ordered before 12:00pm.
Can I change the pen ink colour instead of black?
All pens come standard with black German made inks and most pens can be swapped to blue ink refills, but charges will apply. Please contact your custom service account manager to check which pens can be swapped. Note we do not supply red ink refills.
How do I place an order?
Please send your official purchase order, print ready artwork and any other special requests via email through to your customer service account manager.
How do I check my order status?
Either call or email us to speak with your custom service account manager. Remember to have your purchase order number or artwork name ready so we can advise the order status quickly.
Can I order a single item in multiple colours?
Yes, we can supply a single item in multiple colours for the same pricing. Note this may not be available on some selected products, please check with your customer service account manager if unsure.
What is standard production?
Standard production lead times is normally 7 or 12 working days from artwork approval to dispatch.
What artwork file formats do you accept?
We accept vector outline artwork supplied in .AI or .ESP or .PDF files. For some full colour digital prints we can accept high resolution images in 300 DPI or more supplied in .PSD or .JPG files. All other file formats will not be accepted.
Which shipping methods do you use?
All orders dispatched from Dex will be sent via Direct Freight courier company on standard road service, unless otherwise requested by client or stated by dispatch department. Other courier companys that may be used from time-to-time such as, Star Track, TNT, Toll, DHL or TMCC.
Do you ship internationally?
We can ship internationally but to only certain selected areas due to access and customs. If you require shipping internationally, please contact your customer service account manager for a quote.
What is the cancellation policy?
All orders or requests that are wanting to be cancelled must be done in writing. Cancellations over the phone will not be accepted. If requesting to cancel an order please contact your customer service account manager as soon as possible because if any decoration process has already begun in production, some fees may still apply.
What if I am not happy with the final product?
If you are not happy with the final result of your order or service, please contact your customer service account manager along with photos or videos to support your case so this can be investigated by our team.