Question 1

How do I place an order?

Accepted Answer

There are two ways to order: buy unbranded products directly from our online store with no minimum quantities, or request a quote for branded merchandise with your logo. You can also call us on 010 600 2600 or email sales@thepromogroup.co.za.

Question 2

What is the difference between the online store and requesting a quote?

Accepted Answer

Our online store is for purchasing unbranded, ready-to-ship products — just add to cart, pay securely via PayFast, and we deliver within days. Requesting a quote is for branded merchandise with your logo, bulk orders, and custom requirements where our team provides personalised pricing and artwork proofs.

Question 3

What is the minimum order quantity?

Accepted Answer

For our online store, there are no minimum order quantities. For branded/quoted orders, minimums vary by product and branding method, typically starting from 25 units. Your account manager will advise on specific minimums.

Question 4

How long does production take?

Accepted Answer

Standard production time is typically 7-10 working days after artwork approval. Rush orders can be accommodated subject to availability.

Question 5

Can I see a sample before ordering?

Accepted Answer

Yes, we can provide samples for most products. Sample costs vary and may be credited toward your final order.

Question 6

Do you offer bulk discounts?

Accepted Answer

Yes, we offer tiered pricing with significant discounts for larger quantities. Request a quote for quantity-specific pricing.

Question 7

Do you price match competitors?

Accepted Answer

Yes, we have a price match guarantee. If you find a lower price from a competitor for the same product, quantity, and branding, we will match or beat it.

Question 8

Are prices inclusive of VAT?

Accepted Answer

All prices displayed on our website are exclusive of VAT (15%). VAT will be added to your final invoice.

Question 9

What payment methods do you accept?

Accepted Answer

Our online store accepts credit cards, debit cards, and Instant EFT via our secure PayFast payment gateway. For quoted orders, we accept EFT (bank transfer), credit cards, and approved account customers can order on 30-day credit terms.

Question 10

Do you offer free delivery?

Accepted Answer

Yes, we offer FREE delivery on all orders over R1,500 ex VAT to one destination within any of South Africa's 15 major metropolitan areas.

Question 11

What products are excluded from free delivery?

Accepted Answer

Free delivery is not offered on luggage bags, drinkware, coolers, outdoor products, gift sets, and hampers due to size and weight.

Question 12

Can I collect my order?

Accepted Answer

Yes, you can collect your order free of charge from our Johannesburg or Cape Town office. Monday to Friday, 8:00am – 4:30pm.

Question 13

How long does delivery take?

Accepted Answer

Online store orders are dispatched within 1-2 business days and delivered within 2-5 business days to major metro areas. For branded/quoted orders, delivery takes 2-5 business days after production is complete.

Question 14

Can I return an online store purchase?

Accepted Answer

Yes. Under the Consumer Protection Act, you may return online store purchases within 7 days of delivery for a full refund, provided the goods are unused and in their original condition and packaging. Return shipping is at your cost. Email sales@thepromogroup.co.za with your order number to initiate a return.

Question 15

Is it safe to pay online?

Accepted Answer

Absolutely. Our online store uses PayFast, a leading South African payment gateway trusted by thousands of businesses. Your card details are encrypted and never stored on our servers. PayFast is PCI DSS compliant.

Question 16

What branding methods do you offer?

Accepted Answer

We offer laser engraving, pad printing, digital transfer printing, UV digital printing, embroidery, belly bands, and digital stickers.

Question 17

Do you offer free artwork services?

Accepted Answer

Yes! Our skilled designers will redraw your logo in vector format free of charge.

Question 18

What file formats do you accept for artwork?

Accepted Answer

We accept AI, EPS, PDF, SVG (vector files preferred), as well as high-resolution PNG and JPG files (300dpi+).

Question 19

What is laser engraving best for?

Accepted Answer

Laser engraving is perfect for awards, BBQ accessories, flasks, keyholders, pens, mugs, glass, leather, and wood.

Question 20

How long has The Promo Group been in business?

Accepted Answer

The Promo Group was founded in 2006 and we have over 70 years of combined experience in the promotional products industry.

Question 21

Where are you located?

Accepted Answer

We have two offices: Johannesburg (805 Hammets Crossing Office Park) and Cape Town (101 Amdec House, Steenberg Office Park).

Question 22

What makes The Promo Group different?

Accepted Answer

We offer a Total Solution: end-to-end service including free artwork redraws, wide product selection, free delivery, price match guarantee, and 70+ years combined experience.

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Frequently Asked Questions

Frequently Asked Questions