Artwork FAQ
How do I send my artwork?

After you have placed your order, reply to the confirmation e-mail with your art file attached.
What type of art format do you accept?

You can supply artwork in either Vector files (.eps, .pdf, .ai) or Raster (pixel) (.png, .jpg, .tiff). Vector files are suitable for all types of print, whereas Raster (pixel) files are only suitable for full colour/process/transfer print and cannot be used for screen printing, debossing or engraving.
What happens if I don't have a Vector format?

Don’t worry! Our team of designers can convert your logo to a Vector format. All you’ll need to do is send us your artwork in a high-resolution format. Our team will do the rest!
What type of art size or resolution? Can do pantone color?

Our professional art department can work on any resolution and any size, and re-size accordingly. We can match your requested PMS color number. Please just include the code in the order instruction.
Do I pay for artwork preparation or change?

No, artwork preparation is free. You’ll receive a free digital copy via email for your approval.

Order FAQ
What if I need my order quickily?

We can meet most event dates if it is less than two weeks away. Make sure you specify the event date when ordering and we will rush your order at no extra cost. If we can’t meet your deadline, we will notify you within 24hrs and process your refund immediately.
What printing methods do you provide?

We provide a lot of printing methods for you to choose from. The printing method depends on the product and we will recommend the most suitable printing method for each product. Some of our options include Silk Screen Printing, Dye Sublimation Printing, Etching, Embroidery, Laser Engraving, and Embossing!
Free samples?

From the day you receive your printed product, we’d like to make sure there will be no surprises! This means that we offer FREE samples on a great range of products. We do however ask that you cover the delivery charge.

Proof Sample” as there is no product cost or shipping fee and it is very fast. Those who prefer to touch the sample before progressing should choose the Delivery Sample option.
How fast will I get my order?

All shipping times are dependent on the print proof approval. The average shipping time for standard packages is 3 working days (subject to location). Plain, non-printed, single items are shipped within 48 hours of order (these times may vary during busy periods).

If there is likely to be a delay with your order, we will contact you to let you know. If you haven’t received your order within 14 working days, please contact us for further assistance.
I saw a product on other website or create a newly-develop product, can I get it from Sourceneeds?

We offer so many different products and can’t put them all on our web site! If you have seen a product elsewhere, contact us with the product picture and quantity needed and we’ll provide you with a full quote.

If you have a product concept or idea, we can make it. Contact us, providing the product details such as a picture or drawing, qty needed and specification details. We will provide you with official price quotation.

Return & Problem
What is your renturns policy?

As all products are personalized, we are unable to accept returns. If you feel your order faulty in any way, we ask for proof a photo of your complaint. We will review it and ideally re-make the bad items or refund you.
How do I get in touch with someone if I have a problem with my order?

Once you place your order online, an account manager handles the process, including any complaints you might have.

If you feel you are not getting a satisfactory response, kindly email info@sourceneeds.com with your order # and complaint details. We will then review it.
My order arrived and the print quality is unacceptable-what do I do?

You are protected by our guarantees so don’t worry. We have quality checking procedures in place to minimise the chance of products being despatched with poor quality print.

However, in the unlikely event that print quality is poor, simply contact your account manager.
My order arrived and the products are damaged-what do I do?

You are protected by our guarantees so don’t worry. At the time of despatch, our checking procedures ensure your products are in good condition. Should your order arrive in a damaged state, then it was likely caused during transit.

If this happens, remove the damaged units and we will arrange a refund for them or replace at no extra cost.
What if I receive more or less than I ordered?

We strive to ship you the exact quantity you order. However, due to occasional variations in the identification process, an underrun of an order quantity may occur. We will arrange a refund against the fewer number of units or send more at no cost to you.

Shipping
Can I ship my order internationally?

We ship to any country in the world. Simply change the delivery country name when placing your order. At the checkout, enter the country address you wish to deliver to, select your preferred payment method and place your order.
Can I have my order shipped to multiple addresses?

Yes. if you want to split your order to different addresses, place the order online to the regular delivery address. Once you have received your order confirmation, reply to this with details of the further address, including quantities. The account manager assigned to your order will confirm this upon receipt. Note: there may be costs involved.
What if DHL or Fedex loses my shipment?

We have used DHL & FedEx over 10 years for thousands of shipments. If by chance this does happen, we will do all we can to locate your shipment.

If it is lost, DHL or FedEx will pay compensation and this may be used to re-make a new order or refund back to you. Both delivering agents have a very solid tracking system which monitor all shipments to make sure delivery to the correct location.
Do I have to pay sales tax?

You may need to pay local tax upon shipment to your country. This is unlikely when you select Express delivery because the products are classified as gifts. For economy, you will possibly need to pay tax and clearance fees at your seaport on collection. Contact your local tax office or check www.dutycalculator.com
Can I ship with my own FEDEX or DHL or UPS or TNT account number?

No problem! Just offer us your account number then we will arrange the shipment.