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Q & A

Your Account

  • You have to register an account to order and download file from this website.

What is the difference between General Customer Group and Trade Customer Group?

On registration, there are two options for Business Type: General Customer Group and Trade Customer Group.

  • General Customer Group means any business or individual who buy our product for their won use. Also known as end user customer. Your account should be activated immediately.
  • Trade Customer Group means any business buy our product, add value and resell our product for profit. Also known as wholesale or trade customer, such as sign, display, printing company, advertising agency, etc. Your account requires approval to be activated. We reserved the right for approve or disapprove your account. Once your Reseller Account is approved, you will see the wholesale price once you login again.

 

Ordering & Payment

  • How do I place an order?

    Step 1: Choose the item you want to purchase and select the right quantity and click the add to cart button.
    Step 2: Review your cart and finalize your purchase by clicking Proceed to Checkout. You can either checkout as guest or register as a new customer.
    Step 3: The website will then securely lead you to the address and payment page.

  • Can I order hardware only without graphic printing?
    When the product is sold with hardware and graphic printing as a package, there is an option to select for Hardware Only purchase. Simply tick the Hardware Only option for the item and the amount of graphic printing will be deducted automatically.

  • What payment method do you accept?
    We accept various payment methods including PayPal (Visa, Mastercard and bank account) and all major credit cards.
     
  • How does PayPal work?
    Getting started with PayPal is very easy and quick. Registration will only take you a few minutes. PayPal enables you to link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information. PayPal is being used over hundreds of millions of people throughout the world to prove it is user-friendly and safe.

 

Artwork

  • Do you provide artwork template?
    We provide artwork template free of charge. Artwork Template is a downloadable item. You have to add the Artwork Template item to Shopping Cart. Then you can download the file after the checkout process.
     
  • How do we send our artwork to you?
    You can upload artwork via website during the Check Out process. You must login first to upload file. If you have the artwork file ready, you can upload while you check out. Or you can login to your account in later stage to up load file.
     
  • What are your requirements for artwork? 
    We accept the following file formats: PDF, TIFF, EPS, PSD, AI, JPEG. Please ensure that all supporting images, text/fonts & files are included with the file or are embedded/outlined. We require a minimum resolution of 120dpi at 100% of the full printed size, however supplying your artwork at the highest resolution possible will guarantee the best results for your product.

 

Products

  • Where can I find the product description and specifications?
    When you click the item, it will bring you to the product description page. We will take reasonable measure to ensure the accuracy of the product description.
     
  • What should I do if the product does not match your product description?
    We apologizes for the incorrect product description provided when you place your order. Please contact our customer service representative with your order ID and we can solve the problem shortly.
     
  • Product Availability
    Our buyers will make every effort to ensure all products are available on our website. However, some products are extraordinary popular and it could be out of stock in unlikely event. We operate on a first-come-first-serve basis. Subscribe our newsletter to ensure you will be updated with our promotions and specials.
     
  • Can I reserve an item on your website?
    We operate on a first-come-first-serve basis and regrettable we do not reserve items for our customers. Subscribe our newsletter to ensure you will be updated with our promotions and specials.

 

Warranty and Returns

  • What warranty is provided with products sold?
  1. All products purchased from windflag.com.au include warranty. All hardware is generally offered with 12-month warranty. Printed Flags are guaranteed with quality of workmanship. The life expectancy of flag is 6 month to 2 years in general depending on the location and weather conditions.

  2. What should I do if I receive a faulty/damaged item?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.
     
  3. What should I do if the item is damaged during transition?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number).  Goods may need to send back to us for a physical inspection. Claim must be made within 7 days from the date of purchase.
     
  4. What is the procedure for warranty claim?
    Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to service@windflag.com.au (please include your order number). Goods may need to send back to us for a physical inspection. Claim must be made within 7 days from the date of purchase.
     
  5. How long does refund take to process?
    It generally takes up to 2 weeks to process refunds, and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
     
  6. If I need to return an item, who will be responsible for the delivery cost?
    If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please contact us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense.

    Even if you need to return the item due to a change of mind, please contact us first, as we can arrange return of the item, with the return postage cost deducted from your refund.

  7. Can I return the product if change of mind?
    If you change of mind within 30 days, you can return the item if the item still has original packaging and is not damaged. We will offer a full refund to you minus the return postage. Any cost for graphic printing is NOT refundable.
     
  8. If I resell the item to someone else, will I be able to transfer the warranty as well?
    Unfortunately, warranty is non-transferrable. However, if you are our reseller, warranty will be provided to your customers.

 

 
Delivery

  1. When will my order be shipped?
    For Hardware Only order will generally be dispatched the very next day after full payment is received. For order with Graphic Print flag will take 5 - 7 working upon artwork approval by you and after full payment is received. When your order is shipped out, you will be notified via email with the carrier's details and a consignment note for your delivery status.
     
  2. How much is delivery cost?
    Delivery cost varies according to the product and destination. It will be stated on the right of the product page. Simply put in your postcode and it will show you the delivery fee in the Check Out process.
     
  3. What courier do you use?
    We currently use TNT Express, Fastway, Couriers Please, Australia Post (eParcel), and Allied Express.
     
  4. How do I track the progress of my order?
    Carrier's details and tracking number will be sent to your email after order is dispatched. Simply go to the carrier's website and put in your tracking number, your delivery status will be shown.
     
  5. Do you deliver anywhere within Australia?
    We deliver all places within Australia.
     
  6. Do you ship outside Australia?
    Currently we only ship within Australia. We are striving to grow and provide service to international customers. Please subscribe to our newsletter to keep up with our update.
     
  7. How long does it take to receive my order?
    All items can be dispatched only after full payment is confirmed. Depending on your destination, delivery will normally take less than 10 working days. If you do not receive your item within 10 days, please do not hesitate to contact our customer service representative.
     
  8. Do you provide express service?
    Currently we express post service is not available but we are working on it. Please subscribe our newsletter for regular updates.
     
  9. Can I come or send my courier to pick up my order from your warehouse?
    Pick up is not available. You can choose to pick up during the Check Out process. All items can be picked up only after full payment is confirmed.
     
  10. What should I do if I do not receive my order in the estimated delivery date?
    You are suggested to track your items from our carrier first. If it cannot be solved, please contact our customer service representative.
     
  11. Do you deliver to PO Box address?
    Po Box address is accepted if item is dispatched with Australia Post. You will be notified on the checkout page if PO Box accepted. If PO Box is provided when it is not acceptable, item will not be dispatched until correct address is given.
     
  12. How do I change my general shipping address?
    Login to your account and change your address.
     
  13. How do I change my shipping/billing address for a specific order?
    When you proceed to the checkout page, your nominated address in your address book will be filled in. If you would to ship the order to other address, please fill in the correct address in the boxes.
     
  14. Can I request an item by an urgent date?
    We endeavour to dispatch your order as soon as possible, however, we cannot guarantee a delivery by a certain date. You will be given carrier's details and consignment note to track your item.