Customer Service Questions?
We take our customer service seriously. If you have any problems with this web site, your order or the service we provide please contact us and we will rectify it. We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives.
- How To Order
- Payment Methods
- Delivery Charges And Time Frames
- Security Measures
- Returns Policy
- Privacy Information
- How We Can Be Contacted
How to Order
Placing an order on this web site is a simple matter of browsing the products until you find what you are looking for. When you select a product to purchase simply select your Quantity Required, upload your Artwork or click on "I will supply artwork separately/You have my artwork". This will highlight the "Add to Cart" button. Click on "Add to Cart" button. By clicking this button each time you select a product you can add as many items as you like into your cart before clicking on the "Go To Checkout" button to finalise your purchase.
There are several payments options available to you:
We accept Visa Card, Master Card, Amex (Surcharge Applies). We accept these details via our SECURE order page.
We offer direct deposit as a payment option. We will email you our direct deposit details with our confirmation of your purchase. We will then await confirmation that your payment has been made before shipping your order.
For our regular business clients we offer account as a payment option. You will be prompted for your account number or your business name. If you would like to set up an account and use this facility please contact us.
We accept payment of your purchase via PayPal. The link will take you across to the PayPal site to enter your credit card details.
Our delivery charges are calculated on the volume and value of your purchase, as well as your delivery destination and preferred delivery method. Your delivery charges are calculated and emailed to your with your purchase confirmation.
Delivery Time Frames
We always aim to deliver quickly and before your event. Each product purchased can have a different delivery time frame based on the printing requirements and quantities required.
Please advise us when placing your order if delivery is required by a specific delivery date. If delivery is extremely urgent, please also call us for confirmation of our ability to deliver by the date required. We will then be able to let you know your options.
For delivery we use a number of transport companies or you can nominate and use your own preferred freight company.
Our average turn around time from confirmation of artwork is between 10-14 working days plus delivery time. We process online orders Monday to Friday and will either email or phone you back to confirm your order and artwork.
We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe. Please visit our Security Page to read more.
Due to the personalised nature of the products we supply, Hot Promotions Online only provide returns in limited situations where there is a fault with the product at the time it is delivered to you. We need to be notified of any faults within 3 days of your purchase arriving so we can arrange a replacement product or a refund.
Hot Promotions Online will replace or refund products with incorrectly printed artwork only when the error relates to artwork that is not in accordance with the client's signed artwork confirmation. Product received with incorrect artwork that has been approved by the client is the responsibility of the client and replacement is at the client's cost.
In the unlikely event that you have an issue with the product supplied Hot Promotions Online will make an assessment together with the product supplier and acceptance of any claim for refund or replacement will be at our discretion.
In these instances, please contact us immediately to arrange resolution of any concerns.
We understand how important it is for us to be easily contactable if you have issues, concerns or questions about your order or you experience any problems. Our full contact details including postal/physical address, phone and fax numbers and email addresses can be found on our Contact Page.