Frequently Asked Questions
How long does it take for my order to be dispatched?
We aim to have orders dispatched within days of the order being placed. However, this can vary depending on the size of the order and time of year. For more info regarding shipping times, please view Shipping in the footer section.
Is my order trackable?
Yes, we use Australia Post delivery services which send customers up to date notifications of your delivery status. Customers will be given their tracking number and the date their parcel is expected to be delivered. Please note that all orders are labelled with the delivery instructions to leave the parcel 'Any safe place on-premises', except those addressed to a PO box or as otherwise advised by you.
What do I do if a product has arrived with damage from transit?
GIP carefully inspects and thoroughly packages every order so it will arrive undamaged. On the odd chance your parcel arrives with damage, contact us immediately upon receiving your parcel and send us an email at email@example.com with the following photos attached:
· A photo of any visible signs of damage to the package before opening
· A photo of any goods that have been damaged
We will then assess the situation and organise a replacement of the damaged goods as soon as possible.
RETURNS & EXCHANGES
Does GIP accept returns?
If by any chance you are not fully satisfied, please follow the steps on our online Return Form (located on the Returns Policy page located in the footer section) within 30 days from receiving your order.
Please note, the following products cannot be returned, refunded or exchanged:
· Slightly Imperfect products
· Clearance items
· Products which have been personalised/branded
For further information regarding our Returns policy please read our Terms & Conditions [linked]
What do I do if my item is faulty?
We are so sorry to hear this - let's get this resolved as quickly as possible!
Please contact us immediately via our online Return Form (located on the Returns Policy page located in the footer section).
Please note, all faults must be reported to us within 7 days of receiving your order otherwise a replacement product is not guaranteed.
Can I exchange an item?
We recommend returning your item to us, then using your refund to place a new order.
Does GIP offer studio sample discounts to new clients?
To learn more about our sample discounts and promotions you need to create an account to unlock the promotions tab on the main menu. This will gain you access to ongoing discounts and promotions.
Does GIP have a printing lab service?
No, Global Image Products does not have a printing lab to make photographic prints. However, we are happy to recommend printing labs upon request.
Where is GIP located?
Our address is: Unit 77, 2 Thomsons Road, Keilor Park, VIC 3042, Australia. If you wish to view our Showroom please contact us prior to organise an appointment. Please note, our unit is located at the rear right corner within the Aerocorp Business Park.
Does GIP provide wholesale prices?
All our products are listed with wholesale pricing as we only sell to photography businesses. Many products display a ‘Buy More Save More’ volume discount table when ordering in bulk.
Can GIP custom make a product for me?
No, the products online are what we have available.
Where does GIP sell to?
We supply our products to photography businesses Australia and New Zealand wide.
What products is it available on?
Logo Printing is only available on certain products, please view the Logo Printing page for the list of available products.
Is the Mat Logo Block artwork used for Logo Printing?
No, Logo Printing uses a premade Photoshop file which you then add your PNG file artwork to. Each product that has Logo Printing available has its own premade Photoshop template file. These files are sized correctly to their corresponding product, so all you need to do is add your PNG file artwork then size and position it on the template.
What is the difference between Mat Logo Branding and Logo Printing?
Mat Logo Branding is a service that uses a custom made Mat Logo Block (a physical metal plate) to brand your Mats one by one using an industrial embossing machine. Whereas with the Logo Printing service, your photoshop template is sent to a UV Printer. The UV Printer is then able to use this file to print using a range of colours onto solid surfaces, such as Folio Boxes, Acrylics & USB Boxes.
Can I use the same template file for different products?
No, as each Photoshop template has been sized correctly to the print area of the product. This allows the UV printer to place your artwork exactly where you have positioned it on the file. For instance, a USB Box will have a much smaller surface area than a Folio Box, so if you tried to use the same template, our team wouldn’t know what size or position you want your printing. You will also have to consider if your artwork’s colour will clash with the colour of the product, which is why you may need a new template file for different products.
What is a Cover Image?
A Cover Image is where your artwork or desired image covers most of the product lid leaving a 6mm (quarter of an inch) blank border around the edge of the lid. Only available on Boxes.
What is a Panorama Image?
A Panorama Image is a narrow print which spans from the left edge to the right edge on a product lid with a maximum width of 75mm (3 inches). Your Panorama Image can be placed either horizontally or vertically. Only available on Boxes.
Can I print a black logo on a black box?
No, as black logos/artwork are not visible on black coloured boxes. Any colour that clashes with the colour of the product will not be visible.
Can I print a coloured logo onto a black box?
Yes, as long as your logo/artwork is thick and has no fine lines or fine text. This is because the printer will need to print a white base underneath the colours to make them visible (imagine when painting a wall it must be primed first). If there is anything too fine then the white will be visible.
I don’t have Photoshop, can I still use this service?
If you don’t have Photoshop or you are having any difficulties, please contact us so we may assist you.
Are your mats acid-free?
Yes, all our mats are acid-free.
What is the difference between Plain style and VGroove style Mat?
Plain style mats have no detail around the border whereas VGroove style mats have a fine groove cut line around the print opening.
What is the difference between Slip-In and Self-Assemble Mats?
A Slip-In Mat has 3 sides of the Mat sealed and one short side has been left unsealed to allow for a print to be slipped in (hence the name Slip-In). A Self-Assemble Mat has been permanently attached on only one long side, and 2 other sides (one short and one long side) have double-sided tape applied but are not yet sealed. This allows prints to be easily placed into the Mat by gently lifting the top board and positioning the print, then simply peeling the double-sided tape to seal the other 2 sides of the Mat. At this point, the Self-Assemble Mat has been converted into a Slip-In mat.
What is the difference between Traditional and Premium Stay Flat Mats?
Our Traditional Mats are made from 4ply acid-free mat boards and are available in a wide range of sizes and styles. Stay Flat Mats have been specially designed to withstand extreme weather conditions. To ensure their durability, Premium Stay Flat Mats are made from a mix of 4ply acid-free mat boards and high impact polystyrene. As our Premium Stay Flat Mats are a new release product, they are currently only available in Slip-In VGroove style and selected sizes. The biggest difference between these mats is the feel; Premium Stay Flay Mats are approx. 40% thicker than our Traditional Mats and are almost double the weight.
I am having trouble getting my print inside the mat. What do you suggest?
We recommend using Self-Assemble Mats as they have been designed for photographers who struggle to slip-in their prints or are printing on fine art papers which are normally thicker, therefore more difficult to slip-in.
Can I buy Mats individually?
Yes, you can order Mats individually by selecting the 'Single Mats' option of your desired print size. The minimum quantity of Mats you can order individually is 5 Mats. Standing Mats have a minimum order of 10 Mats.
What is the most cost-effective way to purchase Mats?
In full packs of 25 for Traditional & Premium Stay Flat Mats and in full packs of 10 for Standing Mats.
Are there any volume discounts for Mats?
Yes, large volume discounts start to apply to purchases of 4 packs (100 mats) or more.
PREMIUM STAY FLAT MATS
What is the difference between Traditional and Premium Stay Flat Mats?
Premium Stay Flat Mats have been specially designed to withstand extreme weather conditions. To ensure their durability, Stay Flat Mats are made from a mix of 4ply acid-free mat boards and high impact polystyrene. As our Premium Stay Flat Mats are a new release product, they are currently only available in Slip-in VGroove style and selected sizes. The biggest difference between these mats is the feel - Stay Flat Mats are approx. 40% thicker than our Traditional Mats and are almost double the weight.
What is the thickness of the Stay Flat Mat?
The Premium Stay Flat Mats have an approximate thickness of 3.6 ~ 3.7 mm, making them approx. 40% thicker than our Traditional Mats.
The Premium Stay Flat Mat has a specified print size, but can I fit a different print size in it?
No. Premium Stay Flat Mats have been designed with built-in print guides to prevent the print from slipping out of the window, therefore the mat will only fit it's specified print size.
Where can I place a logo on a Premium Stay Flat Mat?
You can choose whether you want your logo to be embossed on the front of the mat, in the bottom right or the bottom centre - vertically or horizontally. Logo printing on the back of Premium Stay Flat Mats is not available due to the high impact polystyrene backing board material.
Can you fit a portrait or landscape print inside a Standing Mat?
Yes, as Standing Mats can stand upright either vertically (portrait) or horizontally (landscape).
What styles are available for Standing Mats?
Standing Mats are available in either white or black colour with a plain border, (Slip-In Plain style only).
Do Standing Mats fit inside Plastic Sleeves?
Yes, our Clear Plastic Sleeves can accommodate a Standing Mat.
Can I buy Standing Mats in packs of 25?
No, Standing Mats are only sold in packs of 10.
Can I buy Standing Mats individually?
No, Standing Mats are sold in a minimum pack of 10 Mats.
CLEAR PLASTIC SLEEVES
What size Plastic Sleeve is correct for the Mats I am purchasing?
The Plastic Sleeve size you order should match the outer size of the mat. It is a common mistake to confuse this with the print size.
Can I order Plastic Sleeves individually?
When purchasing Mats, Plastic Sleeves can be ordered individually to match the same quantity of Mats. However, when purchased alone, Plastic Sleeves are only sold in packs of 25.
How many Mats can a Plastic Sleeve hold?
A single Plastic Sleeve can hold one Mat.
How many Prints can a Plastic Sleeve hold?
A single Plastic Sleeve can hold approx. 25 standard prints.
Do your Plastic Sleeves come with backing boards? Do you supply them?
No, we do not supply backing boards.
How many prints can a Print Pocket hold?
A single Print Pocket can hold up to 25 standard prints.
Can a Print Pocket hold different sized prints?
Yes, a Print Pocket can hold any size print which is smaller than the Print Pocket itself.
Are Print Pockets available in other finishes?
The Print Pockets are only available in the white gloss finish.
Can I have my logo printed on Print Pockets?
Unfortunately no, we do not offer the logo service on Print Pockets.
Are your Folio Boxes in stock or made-to-order?
All our products are in stock to ensure you receive your order as soon as possible!
Is there a minimum quantity of Folio Boxes I must order?
There is no minimum quantity when ordering Folio Boxes.
Can Folio Boxes be custom made?
No, the Folio Boxes online are what we have available.
Can I have my logo on any Folio Box?
No, please visit the product page to view if that product has logo printing available.
Can the Acrylic 40mm PRO Mat Blocks hold prints?
Yes, when ordering an Acrylic PRO 40mm Mat Block you can choose to include an adhesive board (at an additional charge) to be able to use prints. This adhesive board is double-sided, making it possible to hold up to 2 prints within the Acrylic PRO 40mm Mat Block.
If I purchase an Acrylic Mat Holder inside a Folio Box, how much room will be left for Mats?
The Foam Insert which is used inside the Folio Box to secure the Acrylic Mat Holder is equal to the capacity of 10 Traditional Mats or 8 Premium Stay Flat Mats. Therefore, depending on the box and depth you have selected, the total depth will be reduced by 10 Traditional Mats or 8 Premium Stay Flat Mats.
What is the difference between a Slimline Acrylic Block and a 40mm Pro Acrylic Block
The main difference is the overall thickness and weight. The Slimline Acrylic blocks have a thinner and lighter design whereas the Acrylic 40mm Pro Blocks are much thicker and therefore a lot heavier.
What is the difference between a Print and a Mat Block?
The difference between an Acrylic Print Block and an Acrylic Mat block is the slot size. The Print Block has a slot thickness of approx.1.5 mm to hold either one print or two prints back-to-back (Double-sided). The Mat Block has a thicker slot opening of approx. 5mm to accommodate a Mat.
Can I have a logo on my Acrylics?
Yes, you can! Visit the product's page and begin to customise your order. Select 'Yes' when asked if you would like a logo then follow the prompts. First time setup for the logo service requires you to read the instructions and download the product's template to be able to upload your logo for printing.
What size proofs/prints can fit inside the Mini Box?
The Mini Box can hold either 3.5x5, 4x6, 5x7 or 6x8 inch proofs/prints.
How many mats can the Mini Box hold?
The Mini Box can hold up to 15 6x8 inch Mats or with a USB Insert it can hold up to 10 6x8 inch Mats.
What kind of box configurations are available for the Mini Box?
The Mini Box is available with the following box configurations:
· Box only (suits 6x8 inch proofs/prints)
· Box with 6x8 inch Mats (to suit 3.5x5 or 4x6 prints)
· Box with USB Foam Insert & 6x8 inch Mats
· Box with a divider to hold either 3.5x5 or 4x6 inch proofs/prints
· Box with a Foam Insert to hold 5x7 inch proofs/prints
How many prints/proofs can the Mini Box hold?
The Mini Box can hold approx. 150 5x7 or 6x8 inch proofs/prints in one stack. When using the divider, the Mini Box can hold approx. 300 proofs/prints for either 3.5x5 or 4x6 inch proofs/prints in two stacks.
USB BOXES & CRYSTAL USB DRIVES
Do you offer the logo service on USB drives?
Currently, we only provide logo printing on the USB Boxes, not the USB Drives.
What format is used for the USB drives?
Our Crystal USB Drives are formatted to FAT32 with a default allocation size setting. This is the most universal setting for compatibility between MacOS and Windows Software. Formatting using FAT32 allows individual files a size limit of 4GB size. If you wish to upload an individual file greater than 4GB, we recommend reformatting the drive to ExFat (128kb).
What size is the USB opening in the USB boxes?
The recess within our USB Boxes is large enough to fit our Crystal USB Drives. For specific measurements, please visit the specification tab on the product's page, as the recess size may vary between different USB Boxes.
What capacity/colour USB drives do you offer?
Our Crystal USB Drives are available 3 capacities: 8GB, 16GB and 32GB in the following colours: Chrome Silver, White, Black & Rose Gold.
If I purchase an Easel inside a Folio Box, how much room will be left for Mats?
The Foam Insert which is used inside the Folio Box to secure the Easel is equal to the capacity of 10 Traditional Mats or 8 Premium Stay Flat Mats. Therefore, depending on the box and depth you have selected, the total depth will be reduced by 10 Traditional Mats or 8 Premium Stay Flat Mats.
What size Mat can an Easel hold?
A Signature Easel can hold any mat size from our range of mats.
Which Folio Boxes can hold an Easel?
All Folio Boxes except the Mini Folio-Proof Box and 16x20 Grande Folio Box can hold an Easel. 8x10 and 11x14 Folio Boxes can hold one Easel. Please keep in mind that an Easel ordered within a Folio Box will reduce the box capacity by 10 Traditional Mats or 8 Premium Stay Flat Mats.
Can I order the Easel separately and not within a folio box?
Yes, Signature Easels can be ordered individually from our Easel or Accessories category.
Can I get custom sizes?
Unfortunately no, all our products have pre-selected sizes to accommodate the most popular print sizes.
Are the Concertina Folios available in more colours/styles?
The concertina folios are currently only available in black leatherette.
What is the best way to attach prints?
The Concertina Folios use a permanent adhesive, this means you must take care when adhering to the prints as they cannot be adjusted once attached. We highly recommend lining up and adhering the top inch of the print, then continue by slowly releasing the print while pressing down in a top to bottom motion. This will prevent creases or bubbles occurring underneath the print.
Can I use horizontal prints in the Concertina Folio?
Yes, you can. Please keep in mind that the Concertina Folios can only stand vertically upright, making vertical prints the most suitable.
Do your frames include a mat?
Yes, all our frames include a mat within the price - except the 5x7'' Gallery Box & Impression Wedge Frames as they are built to only hold a print. Acrylic Edge Frames are double-sided and therefore include two Traditional Mats.
Are your frames free-standing or can they be wall hung?
All our frames, except the Acrylic Edge Frames, can be either free-standing or wall hung. Acrylic Edge Frames are only free-standing.
Can I fit a print in the frame without the mat?
The Gallery Box Frame and an Impression Wedge Frame can hold a print. The print size will need to be either 5x7, 8x10 or 11x14 to fit inside (depending on what frame size you select). The 8x10 and 11x14 frames come with a complimentary mat which you can use as the backing board to your full-size print.
Can I choose any print size to fit the frames?
When ordering your frame, you will be shown what print sizes are currently available for the complimentary mat inside the frame.
SLIGHTLY IMPERFECT PRODUCTS
What are Slightly Imperfect products?
We care about our customers and want to ensure they receive the very best quality products. Our quality control team assesses each product individually and separates any items which may have a minor defect. Even though the defect may be minimal these are products which we believe do not pass our high standards. Your products represent your business, which is why we only recommend Slightly Imperfect products for display purposes.
Are Slightly Imperfect products always in stock?
No, they are not always in stock. Slightly Imperfect products are found during our checking process while preparing orders. If our team comes across any product that has a minor defect, it will be added online. Therefore, the quantity of Slightly Imperfect products available online will always vary. If you are waiting for a product to come back in stock, you can submit your email address on the product's page to be notified when the product is back in stock.
Can I use my coupon code on Slightly Imperfect products?
No, coupon codes do not apply to Slightly Imperfect, Discontinued or Sale items as the price of these items have already been heavily reduced.
What kind of imperfections are on the Slightly Imperfect Mats?
Slightly Imperfect Mats will have minor defects such as tiny dust specs, minor creases or a small indent.
What kind of imperfections are on the Slightly Imperfect Folio Boxes?
Slightly Imperfect Folio Boxes will have minor defects such as a small crease in the fabric, tiny pimples or a light-weight scratch.
What kind of imperfections are on the Slightly Imperfect Acrylics?
Slightly Imperfect Acrylics will have minor defects such as small air bubbles in the acrylic joins or a light-weight scratch.
Can I have my logo on Slightly Imperfect products?
No, we do not provide logo printing on Slightly Imperfect products.
Can Slightly Imperfect products be returned, exchanged or refunded?
No, as these products are discounted clearance items we do not accept any returns, exchanges or refunds.