Frequently Asked Questions
Product Information
What is sublimation?
Sublimation is a form of printing where the design is heat transferred onto a product thatis specifically made for sublimation. This process creates vibrant, long-lasting designs that won’t peel, fade or crack.
Are the designs permanent on the product?
Yes, the sublimation process ensures that the design becomes part of the products surface, making it durable and long-lasting with the correct care.
Are the tumblers BPA-free and safe to use?
Absolutely! All of our tumblers are made from high-quality, BPA-free stainless steel, ensuring they are safe for everyday use.
Can I customise any product with my own design?
Yes, we offer full customisation! You can upload your own designs, logos, or even personal messages to create a unique and personalised product. Please submit your details through our contact form or email us directly at info@temanadesigns.com.au.
How should I care for my tumbler to ensure the design lasts?
We recommend to only hand wash your tumbler to preserve the vibrancy of the design. While our tumblers are durable, avoiding the dishwasher will extend the life of the print.
Customisation and Personalisation
How do I submit a custom design?
Simply email us your Design. We accept various formats such as PNG, JPEG, and PDF. If you need assistance, feel free to reach out to our support team.
What types of custom designs do you offer?
We can create custom products with personal photos, logos, names, quotes, or any artwork you provide. If you have a specific vision, we’ll help bring it to life!
Can I add text or names to a design?
Yes! You can personalise your item by adding custom text, names, or even important dates. Just let us know what you need during the customisation process.
How long will it take to create a custom tumbler?
Custom products typically take 2-3 business days to create before shipping, depending on the complexity of the design and your approval. We will notify you when your products are ready to ship.
What is the file format for submitting custom designs?
We accept PNG, JPEG, and PDF file formats for custom designs. Please ensure your image is high resolution (300 DPI) for the best print quality.
Order and Payment
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express) as well as Afterpay, PayPal, Apple Pay, and Google Pay for secure, easy checkout.
Is my payment information secure?
Yes, we use encrypted payment gateways to ensure your information is kept safe and secure. We do not store your payment details on our site.
How do I apply a discount code to my order?
You can apply a discount code during checkout, some codes will automatically apply at checkout if your cart meets the T&Cs of the promotion. Simply enter the code in the designated box, and your total will be updated to reflect the discount.
Can I cancel or modify my order after it has been placed?
Orders can be modified or cancelled within 5 hours of placement. After that production process may have started. Any custom orders cannot be modified or cancelled once you have given us the approval for the final design. Contact our support team for assistance as soon as possible.
How will I know if my order has been confirmed?
Once you place your order, you will receive an email confirmation with your order details. If you do not receive a confirmation, please check your spam folder or contact us.
Shipping and Delivery
What are your shipping options?
We offer standard and express shipping in Australia. International standard shipping in New Zealand. Shipping times and costs will vary based on the option selected during checkout.
Do you offer international shipping?
Yes, we ship to New Zealand! International shipping rates and delivery times will vary depending on the destination.
How long does shipping take?
Standard shipping typically takes 3-7 business days within Australia, express post options are available for faster delivery.International Standard shipping typically takes 4-10 business days. International shipping may take longer, depending on customs.
How can I track my order?
Once your order ships, you will receive a tracking number via email. You can use this number to track your package through the shipping carrier’s website.
What happens if my order is delayed?
If there is a delay in processing or shipping, we will notify you via email. Please contact us if you experience any unexpected delays, and we will assist you in resolving the issue.
What is the order processing time?
All orders will be processed and dispatched next business day.
Returns and Exchanges
What is your return and exchange policy?
We accept returns and exchanges within 7 days of receiving your order, you must contact us within 24 hours of receiving your products to notify us. Customised items are non-returnable unless there is a defect or error on our part.All change of mind returns must be unused and kept in the same condition that you received it in. The products must be returned to us and inspected prior to a refund being issued. The consumer will be liable for return shipping cost for any change of mind returns.
Can I return or exchange a customised product?
Since custom designs are made specifically for you, they are non-returnable unless there is a quality issue or defect. Please contact us if you encounter any problems with your custom order.
How do I initiate a return or exchange?
To start a return or exchange, please contact us with your order number and reason for the return. We will guide you through the process.
What should I do if my tumbler arrives damaged?
If your tumbler arrives damaged, please contact us within 24 hours of receiving your order. We will request photos of the damage and arrange for a replacement or refund depending on the circumstances.
How long does it take to process a refund?
Refunds are typically processed within 2-3 business days of receiving the returned item. We will notify you once your refund has been processed.
Bulk and Wholesale Orders
Do you offer bulk or wholesale discounts?
Yes, we offer discounts on bulk and wholesale orders. Please contact us with your specific requirements for a personalised quote.
How do I place a bulk order?
You can place a bulk order by contacting us directly. We’ll work with you to customise your order, ensure timely production, and arrange the best shipping option.
What is the turnaround time for bulk orders?
Turnaround times vary depending on the size of the order and customisation requirements. We will provide an estimated delivery timeline when you place your order.
Can I customise bulk orders with different designs?
Yes! We can customise bulk orders with multiple designs. Let us know your preferences, and we’ll accommodate your request.
Care and Maintenance
Are the tumblers dishwasher safe?
While our tumblers are durable, we recommend hand-washing to preserve the vibrancy of the sublimated design. This product is not dishwasher safe and may affect the longevity of the print.
Can I use the tumbler for hot and cold beverages?
Yes, our tumblers are designed to keep beverages hot or cold for hours, thanks to their double-walled insulation.
Will the design fade or peel off over time?
No, the sublimation process ensures that the design is permanently bonded to the products surface, making it resistant to fading or peeling under the correct use and care.
What is the best way to clean my tumbler?
Hand-wash your tumbler with warm, soapy water and avoid abrasive scrubbers to keep your tumbler looking it’s best.
Contact and Support
How can I contact customer support?
You can reach our customer support team via email at info@temanadesigns.com.au or by filling out the contact form on our website. We strive to respond within 24 hours.
What is the best way to inquire about my order?
For order inquiries, please include your order number when contacting us via email or live chat. This will help us assist you more quickly.
Do you offer live chat or phone support?
Currently, we offer live chat support from 7am -7pm AEST. You can also contact us by email, and we will respond as soon as possible.
Promotions and Discounts
Do you have any ongoing promotions or discounts?
Yes! We frequently offer seasonal promotions and discounts. Be sure to subscribe to our newsletter or follow us on social media to stay updated on our latest offers.
How do I qualify for free shipping?
We offer free standard shipping on orders over a certain amount, which is often part of our promotions. Check our website for current offers.
Can I combine multiple discount codes in one order?
Unfortunately, only one discount code can be applied per order.