FREQUENTLY ASKED QUESTIONS
Q. What happens if I need help with my order on the UnitingCare Merchandise Hub or I have a query regarding my order?
A. Please contact The Branding Business either at unitingcare@thebrandingbusiness.com.au or on (07) 3356 0402.
Q. What is the difference between "made to order" items and the other items on the UnitingCare Merchandise Hub?
A. All items on the UnitingCare Merchandise Hub are held in stock except if they are marked as "made to order" on the product listing. This means that the product needs to be made and will take at least 3 weeks from approval to be fulfilled.
Q. What happens if I want to order other promotional merchandise that is not listed on the UnitingCare Merchandise Hub?
A. The Branding Business fulfils all the UnitingCare promotional requirements so if you need other items please visit the website. You can either view product options at the Promotional Product Guide (www.promotionalprioductguide.com.au), www.thebrandingbusiness.com.au or contact Kym at The Branding Business either on (07) 3356 0402 or unitingcare@thebrandingbusiness.com.au.
Q. What is the approval process and how does it work?
A. All orders must be approved before being fulfilled. Once an order has been placed then it will be forwarded to the designated approver for approval. Upon approval the order will be then be fulfilled and shipped. If the order is rejected then you will receive an email advising of the rejection. If you have paid for the order by Procurement Card and the order is rejected then you will immediately receive a refund to your card.
Q. What happens if my order is not approved and I have paid via a procurement card?
A. You will be sent a email notification if your product request has been declined. Then you will be automatically refunded. This refund will go back onto the procurement card that the initial order was lodged on.
Q. How does invoicing work?
A. How does invoicing work? Your invoice will be automatically generated by The Branding Business and sent to the UnitingCare Accounts Payable (AP) team. However, you must ensure, at the time of order, you complete the Order Form with the correct cost centre details and the correct entity name this expense will be billed (UCQ, UCH, UCC, BC). The cost centre must match the entity name. These details are critical to ensure your invoice makes it into the correct UnitingCare AP system. If for some reason the invoice is rejected from the AP team at UnitingCare, The Branding Business will get in touch with you for your assistance.
Q. How do I know what’s in stock and available immediately?
A. You can view all In Stock items by clicking on the Stock Available Now category under each brand.
Q. How long will it take for my order to be fulfilled and shipped?
A. Once an order is approved then provided the items are not "made to order" items then the order will take a maximum of 48 hours to fulfil. Shipping times then depend on the location that you require the items to be shipped to. If the location is Brisbane or greater Brisbane areas then it should only take 1 business day to ship. Sydney, Melbourne and Cairns will take 2 - 3 business days and Country Qld and Northern Territory can take up to 8 business days.
Q. What is the eco range?
A. The eco range has been selected so that staff can offer merchandise that is stylish, useful and either reusable or recyclable. The product descriptions highlight their sustainable properties.
Q. How do the FOR-HIRE items work? Why is there a fee?
A. The for-hire items are perfect for community events, tradeshows and conferences. The fee is to cover cleaning after each use and wear and tear replacement, there will be an extra fee for shipping. If you need assistance bumping in the items and setting up. Fill out the hire order form and The Branding Business will be in touch to discuss the details of your event.
Q. Are the products being ordered sourced ethically and sustainably?
A. The Branding Business requires all their suppliers to be adhere to Fairtrade agreements and the Modern Slavery Act. They also ensure factories comply with quality standards as required by the merchandising industry. If you wish to see any of The Branding Business's policies please contact The Branding Business.
Q. What is a Minimum Order Quantity (MOQ)
A. Most factories require a minimum order quantity of branded merchandise before they can fulfil the order. If you require less than the MOQ please contact your Merchandise Specialist Kym by either emailing unitingcare@thebrandingbusiness.com.au or phone 07 3356 0402.
Q. I cannot find the product I am looking for?
A. You can either view product options at the Promotional Product Guide (www.promotionalprioductguide.com.au) or contact your Merchandise Specialist Kym by either emailing unitingcare@thebrandingbusiness.com.au or phone 07 3356 0402.