FAQs

How can I place an order?
The quickest and easiest way to place an order, is to use the downloadable order forms from our web page and submit through email or fax to 03 9460 5608. If you are having problems with filling in or submitting the order forms, please read How to Order. Orders can also be placed over the phone.

Do you sell direct to the public?
No.

What format should I supply my artwork for printing in?
Our preferred artwork format is a vector eps or ai file, with all fonts converted to outlines.

Do you have a minimum invoice value?
The minimum invoice value is $100.   For any combined order totalling less than $100 before GST/Freight, a $20 handling fee will be applied. Freight is also charged accordingly.

What methods of payment do you accept?
We accept Cheques, Direct Deposit into our account or Credit Card.  (Visa, Mastercard & Bankcard) We do not accept Amex or Diners Club Cards.

How long does it take to process my order?
Lead time varies depending on the products ordered and our production schedule.   Items in stock are dispatched within 48 hours
Locally made goods are typically 3-4 weeks.
Imported (indent) items 12 weeks.
We will make every effort to meet your required delivery time, but cannot accept and cost associated to late delivery.

What are delivery times?
Freight is charged at cost. Transit times are as follows:
Melbourne 1-2 days
Sydney, Adelaide, Vic country 2 days
Brisbane 4 days
Perth 7 days
Tasmania 4 days

How will my order be delivered?
We use Startrack Courier Service for delivery within Australia. Customers are welcome to arrange to pick up their orders. We also offer Express Post or Air Express for urgent orders.

How do I arrange a custom print order?
Please supply us with a vector file. This is normally an Adobe Illustrator file. If you do not have this, please send what you have and we will adjust as needed to make it work. (There may be additional charges if we need to create artwork for you).
We will then email back to you a proof for approval. Normally it is not practical to supply a printed sample due to setup costs, so we will request approval to proceed from the artwork.

How is my packaging packaged?
We will supply items packed into our standard packaging unless agreed otherwise. This will be into larger cartons or onto plain pallets as needed.

Are prices inclusive of G.S.T?
No.  All prices are G.S.T exclusive.

Do you accept returns?
We require advice within 48 hours of receipt of delivery of any discrepancies or faulty goods.
For acceptance of credit, stock must not be destroyed or disposed.
A re-stocking fee of 20% applies to items being returned if not required. Acceptance of stock subject to checking by Ayres.

Do all products come printed with ‘Ayres’?
No, the pictures are shown with the ‘Ayres’ logo as an example only. We offer you the option of having your logo or message printed on most of our packaging for an affordable price.   Otherwise, we can supply these products unprinted.

What are your packaging printing methods?
We use six methods to print on our products: Hot Foil, Flexographic, Screen, Digital (CMYK), Pad, & Offset.  Click here for more info.

How can I set up an account?
For all new customers, payment is required before dispatch for the first order.
For Kenneth Ayres (Aust) Pty Ltd to open a ‘Credit Account” for a new customer the following criteria applies:

  1. A minimum sales value of $5000 (exclusive of GST) must be achieved within a 12 month period, with these purchases being paid for on a pre-payment basis.
  2. The Kenneth Ayres (Aust) Pty Ltd ‘Account Application’ form must be completed and passed for credit.
  3. For Kenneth Ayres (Aust) Pty Ltd to maintain an account with credit terms, a minimum sales value of $5000 (exclusive of GST) per 12 month period applies.  If the annual sales value falls below $5000, Kenneth Ayres (Aust.) Pty Ltd reserves the right to revert the account back to pre-payment terms.
  4. A maximum credit limit on any new credit account is $5000 (including GST).

“Pre-Payment” terms - a customer must pay for the order before dispatch.  If goods are customised (i.e. printed etc) partial or complete payment will be requested prior to production of goods.