Frequently asked questions

If you are unsure about our products and services, browse through the frequently asked questions from other clients. If your query is still unanswered, do not hesitate to contact our friendly and helpful team.

What is your turn around time?

Orders without printing are usually shipped within 3 working days. Our standard lead time for anything printed is 10 – 15 working days from artwork approval to despatch. Delivery time is additional. Please note this may vary for large orders.

Can I get my order sooner than the standard lead time?

Please contact us if you require within the standard lead time as this will depend on our production schedule. A 20% surcharge will apply for any rush orders.

What file format do I send my artwork in?

PC – Preferably in a vector format such as CDR, PDF, EPS or AI (CS6 or lower). All text converted to outlines/curves. Bitmaps at least 300 DPI for monotone and full colour designs (photos / process printing). Artwork may need to be converted to vector for print separations and will incur additional fees.

Are your products BPA free?

Yes, all of our products are BPA free.

Where are your products made?

All our products are made in Perth, Western Australia. We are Australian owned and exclusive manufacturers of the ThermalMate mug range.

Are your thermal mugs microwave safe?

Yes. They are fine for reheating drinks, soups, etc… however not recommended for cooking things in as the inner wall will warp if heated for extended periods.

Are your thermal mugs and drink bottles dishwasher safe?

Yes, preferably top shelf on a gentle cycle – however to get the best out of your product it is recommended to hand wash.

Can I have a mixture of mug or bottle colours?

Yes. Just make sure if you have printing that it will work on those colours. If you want a different print colour on some then the price will be determined accordingly. Please see our price breakdowns as prices are worked out on the number of print colours in your logo and quantity ordered.

Can I have a mixture of lid colours?

Only with the bottles can you mix and match any lid colour to the bottle colour from our range. All mug colours are only available as per our range.

Is it possible to have a colour that is not in your range?

Yes, on orders above 2000 units we can produce custom colours to suite your needs. Please contact us for more information as there may be additional costs involved depending on what is required.

Do your thermal mugs come in different sizes?

Yes, the most popular size is the 350mL which we carry most stock of. The other sizes are 250mL and 700mL – some stock may be limited with certain colours in these sizes.

Do your drink bottles come in different sizes?

Yes, the most popular size is the 750mL. We also have a 500mL which we carry limited stock.