FAQ​

Most frequent questions and answers

We operate from 9am – 5pm weekdays, with pickups beginning at 9.30am (to allow us time to process the overnight pickup orders). If you NEED your order earlier in the morning, put a Note in the note section at the Checkout, we can usually accommodate. 

Pickup on Sundays is 10am-2pm. 

Please do not arrive to us outside these times without prior arrangement! Saturdays are our ‘Day Off’ to spend time with our family. 

As we are home-based, we are fairly flexible – if you are needing something urgently, call or text Lana 0498238402, or Steve 0479136217 – if we are able to sort you out, we will. Please do not take offense in the unlikely event we are unable to meet your requirements out of hours. 

Absolutely!

If you log into your account with us, you will be able to look at your previous orders – that is the easiest way to figure out what you have. 

If you are still unsure, you can send us an email (below), or message us via Facebook with a photo of your Unidentified Item – we will be able to assist from there. And don’t even think about feeling silly – its better to be sure of what you have! 

To tell the difference between vinyl & HTV – HTV comes with a hard clear plastic transfer sheet over the ‘good’ side, whereas vinyl has no transfer film over it and has a paper-y base – if you peel just a tiny bit, the ‘pretty’ underside will be sticky.

We label things that are ‘out of the norm’ – like colour change and glow in the dark etc – so hopefully these wont get confused with other products! If there is a label on your item, that side goes down when cutting. We do not put labels on the ‘good’ side, unless clearly stated so (if there is a clear protective film, for example – this is labelled clearly).  

The printed sublimation paper will appear dull until transferring – this is totally normal. 

If they are dull after transferring, make sure you are transferring onto polyester material, or specially coated items. Sublimation is not suitable for cotton applications, or for uncoated items. 

You may need to change your temperature, time & pressure settings – ask your blanks supplier for the best settings for their products – you may still need to ‘tweak’ the settings for your setup, as every setup is slightly different. 

Small differences between screens and prints are normal, as each screen, printer & ink is different.

Big differences in colour are not normal. You may need to conduct maintenance on your printer. Start by printing out the “print head check” page, and follow the instructions in your printer manual.

Other reasons – You may be low on ink, refill your ink and try again. Make sure you have put the ink into the correct slot. 

If you have tried the above and are still having issues, it is possible that your printer is running on an incorrect ICC profile – contact your printer manufacturer for more information on ICC profiles for your printer type. 

 

The first thing to check is: are you using a warm or cool peel HTV? Try waiting 10 seconds or so after pressing to see if that makes a difference. You can use Jade Cool Rocks to speed up transfers which are warm/cool peel.

The second most common issue is pressing for too long or too high temperature – this will keep the adhesive in a liquid state longer, slowing down the entire process. Longer press time and or temperature will not make your design last longer, it will just make your job harder!

Another common reason for this is SEAMS – make sure your press isn’t sitting on the seams of your garment – this will effect the heat & pressure the HTV is getting – check also for buttons, zips, pockets and collars. To get around this issue, use pressing pillows to overcome this issue.

Check ensure you are not attempting to transfer onto an item with waterproofing- while the heat transfer vinyl may stick initially, it will only be temporary and will come off after a few washes. This is true of all HTV unless otherwise specifically stated.

If you are pressing onto something that is not cotton or polyester, you will need to do some tests to check what time, pressure and temperature is best for that material.

High elastane containing materials are not suitable for HTV transfers. Sublimation or embroidery are best for this material type.

If you are still having problems, get in touch with us either by sending an email (below), or via the Facebook page – we will be able to help. 

The first thing to check: are you trying to transfer onto silicon? No vinyl will stick to silicon! 

Second thing to check: are you using the correct transfer film? If the tack on the transfer film is stronger than the tack on the vinyl, it will be difficult to transfer. This is also dependent on the item you are transferring onto – glass & metal are generally very easy to transfer decals onto, whereas wood & some plastics are a lot more difficult, there are specific techniques to make it easier, but some items are just hard work! *TIP* If you are finding it difficult to transfer your decal, try pulling the transfer film flat back against itself while rolling it off (rather than peeling). It can be a slow process, but once the decal is on & set, it will be fine. Another technique is to leave the decal & transfer film on the item for the 48 hours until the adhesive is set on the vinyl – the tack on the transfer film will not set, so will peel off much easier.

Absolutely!

At the checkout, simply choose Local Pickup (under Shipping Options), then a calendar will appear with the available dates & times for pickup. 

There is a 1 hour lead time on the website to allow us time to receive & process your order. 

For example: You jump online at 4pm to order but the last pickup time is 5pm, so the website will not let you choose 5pm for pickup.  If you need it for the same day pickup, please put a note in the Notes section at the checkout – we read the Notes as they come in, and usually can sort your order quite quickly if required. If we are unable to, we will be in touch ASAP.

If you require a specific day & time, but it is not available, please contact us either by email (below) or Facebook/text (0498238402 / 0479136217) – we will do our best to be accommodating. Please do not take offense if we are unable to meet requirements outside of our usual work hours. 

We process orders daily. Your order will be dispatched either the same day, or the following working day. Pickup orders can be collected on the same day.

Your tracking number will be sent directly to your inbox via Australia Post. If you can’t find it, check your “Others”, or “Junk” folders, sometimes they sneak in there! 

If you still can’t find it, contact us, we will find it for you! 

This is a really tricky one for us! We WANT to have you guys in-store – the problem is – space is incredibly limited! (We are STILL home-based – but we are looking for a suitable store front so watch this space!)

We do allow some ‘in-store browsing’ by appointment only in the afternoons (generally 12-3pm weekdays), although it is best to have a really good idea of what you are needing, as we do not have all our goodies on “display” as there simply is not the space for it! Please make an appointment by calling or texting us 0498238402, or via email (below). We can only allow one person/couple at a time (we allow approx. 45mins per person/couple), so book early to avoid disappointment! 

If you are needing to colour match, remember to bring a piece of what you are trying to match, its really, really hard to match by photos! 

Most likely,  your temperature or pressure may not have been sufficient when pressing. As you become more experienced, you’ll be able to pick up on potential issues like this before it even gets to the wash.

Make sure you don’t wash your design for 24 hours after application, 48 hours is even better.

Never use harsh washing detergents, hot water, or hot tumble dryers as they can damage your design and displace the adhesive. Gentle wash cycles will reduce the crinkling caused by washing machines. 

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