Frequently Asked Questions
How can I contact you?
- We are most responsive via email. Please email us at firstname.lastname@example.org. We endeavour to respond to all emails within 24 hours. You can call us on 0424896507, but please note that we are often working and may not be able to answer immediately. If you leave us a message, we will get back to you as soon as possible. You can also contact us on Instagram and Facebook.
My acrylic doesn’t look clear?
- Don’t panic! Our acrylic is covered with either a paper or plastic protective coating. This is to protect the blanks during transit. Simply peel before use.
Do you use cast acrylic?
- Yes, all our acrylic is cast acrylic. Our acrylic is covered with either a paper or plastic protective coating. This is to protect the blanks during transit. Simply peel before use.
Do you offer discounts?
- Yes, we sure do! We offer bulk discounts of 15% off on every order over $350. We also have our amazing reward program, Blank Stars. You can earn points and money off your next order. Sign up for our VIP email newsletter to hear about our latest discounts and offers.
Do you offer wholesale?
- Our wholesale accounts are currently under construction. Please check back shortly. We have fantastic bulk discounts for you to take advantage of in the meantime.
Do you do custom orders?
- Absolutely! We love bringing your creations to life. We offer simple and cost-effective cutting services if your files are all prepped and ready to go. Or we are happy to discuss an idea with you and offer our expertise and design services at an affordable price. For custom order inquiries, please email us at email@example.com. Please include an SVG or PDF of the file you are cutting and/or any relevant information such as material/color, sizing, and quantities.
Do the items come personalised?
- No! All our items are sold as blanks, ready for you to personalise. All photos are for illustrative purposes only. If you require a custom order, please speak to one of our team members at firstname.lastname@example.org.
Do you have a shop?
- We are an online retailer with local pick up options. We do not have a walk in shop. If you would like to see our blanks in person to check sizes and colours, please contact us to arrange a time and we can walk you through our blanks
Where are you located?
- We are located in Perth, WA. We have our main warehouse and pick-up point in Bibra Lake, and also a pick-up location in Welshpool.
Didn’t find the answer you were looking for?
- Email us at hello@atblanks
- Office hours are 9am – 4.30pm weekdays only
- Pick ups are welcome Mon – Fri 9am – 4.30pm.
My order is taking longer than the stated processing time.
- Our order processing times are clearly advertised and can vary throughout the year depending on demand, please make sure you have adequately allowed enough time for processing and shipping. Our processing and shipping times are estimates only, we cannot be held accountable if the wait exceeds these times for any reason – we will always do our best to meet these times, but it is not always guaranteed
How long will it take to get my order?
- We have a standard processing time of 3-5 business days on ALL orders. Shipping times are additional to this.
- SENDLE: approx 6 - 18+ business days. Sendle can experience lengthy delivery times depending on location. PO BOXES are not accepted.
- AUSTRALIA PARCEL POST: approx 5-7 business days. (delays can be expected during busy seasons)
- AUSTRALIA EXPRESS POST: approx 1-2 business days. (delays can be expected during busy seasons)
Can I cancel my order?
- Providing your order has not left our warehouse, we can offer a cancellation. All cancelled orders are subject to a 10% cancellation fee to cover Administration, Paypal & Credit Card Fees that are all non refundable. We cannot cancel orders once they are in transit, you will need to refer to our return policy should you no longer want your order.
I forgot something on my order, can I add it later?
- Please contact us immediately and we will do our best to assist. If your order has not begun processing we can easily add to it.Please note: additional postage charges may incur if your parcel weight increases significantly. Additional processing items may incur due to additional items.
Can I pick up my order?
- Of course! We offer a click & collect service at either Bibra Lake or Welshpool (WA)
- We are open Monday - Friday 9am – 4.30pm
- You will receive an email notification once your order is ready for collection. Standard dispatch times apply for click and collect orders.
I am missing an item in my order?
- Whilst we strive for perfection here at AT Blanks, mistakes can still occur. We are dedicated to fixing any errors promptly. Contact us urgently at email@example.com with the following information.
- Name, address and order number
- Photo of packing slip, incorrect item and packaging
- We must be notified of all incorrect orders within 5 days of receiving your order.
There is an error with my order?
- Name, address and order number
- Photo of packing slip, incorrect item and packaging
We must be notified of all incorrect orders within 5 days of receiving your order.
Do you offer refunds, returns or exchanges?
- Our policy lasts 14 days from the date you receive your parcel. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the protective backing applied to the acrylic. To complete your return, we require a receipt or proof of purchase e.g. order number.
- To return your product send us an email at firstname.lastname@example.org for an address.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
- If you are shipping an item of value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- Should you wish to exchange your item/s, you will be required to pay for your return shipping and the cost of shipping the new items to you.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- All items that require refunds due to change of mind or accidental purchase will incur a 10% restocking fee.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
I haven’t heard anything about my order?
- We can help. Firstly check your email folders in case you have missed a ‘shipping’ email from us or our shipping carrier. When you place your order you will receive a confirmation email right away.We then need 3-5 business days to get your order ready to post.
Once it is ready, you will either receive;
- a shipping confirmation email with all the tracking info you need. You can then watch your parcel in transit.a pick up notification stating that your order is not ready for collection and your selected location.
- Should you not receive any emails from us, it is likely you entered your email address incorrectly at the checkout. Send us an email asap and we can update your account.
POSTAGE & SHIPPING
What is your current processing time?
- Our standard processing time throughout the year is 3-5 business days on all orders.Busy periods and seasonal events may extend the processing time.
- Our current processing times can be found on our announcement bar on our home page. If we cannot meet the estimated processing time, At Blanks will notify you in regards to your order.
My postage cost is expensive?
- Our postage prices are calculated by our shipping providers. Each parcel is calculated based on the weight, dimensions and destination (ie, metro or rural). Bulky items and rural locations incur higher postage charges (deemed by courier rules)
What shipping carrier do you use?
Express shipping does not mean express dispatch. Please see our RUSH ORDER option if you require a faster processing time
- We offer both Sendle and Australia Post for all orders. You can select your preferred shipping carrier at the checkout. Please consider estimated shipping times and your deadline. We cannot assist with getting your parcel to you sooner once it is in transit.
- Bulky items (>25kg or >120cm) may be sent via a courier service determined by AT Blanks. The same processing time applies to ALL orders.
What is the estimated shipping times for your carriers?
SENDLE: approx 6 - 18+ business days. Sendle can experience lengthy delivery times depending on location. PO BOXES are not accepted.
AUSTRALIA PARCEL POST: approx 5-7 business days. (delays can be expected during busy seasons)
AUSTRALIA EXPRESS POST: approx 1-2 business days. (delays can be expected during busy seasons)
An item has arrived damaged
- We are sorry to hear this. We take great care to protect all our blanks in transit, however sometimes damages can still occur.
- When you receive your order, it is your responsibility to ensure that you check over your order to ensure that everything is as it should be.
- AT Blanks must be notified of any damages within 5 days of receiving your order.
- Please email us with photos of the packaging, damaged item/s and packing slip.
- We will then lodge a damages claim with the shipping carrier and attempt reimbursement.
- You will be notified via email about the outcome of the claim.
- WE DO NOT PROCESS REFUNDS for damaged items unless reimbursed by the shipping carrier.
My order has been sent but is missing/ not tracking/ lost?
- We understand the frustration that occurs when orders do not get to you in a timely manner!!
- Once your order is in the hands of your preferred shipping carrier we no longer have any control over the manner, time or delays that can occur once it leaves us!
- All orders are sent via tracked shipping. You will have received tracking details via email when your order is fulfilled. Please check your emails/spam to locate your tracking number.
- If you have concerns with how your order is tracking or delivery times, please lodge an enquiry with Australia Post or Sendle and then email us with your order number, name and address for us to escalate the enquiry.