The complete order timeline contains several separate stages. The date on which an order is submitted is not automatically the first production day.

To enter the applicable production schedule, all required order conditions must be completed before the cut-off time.

What counts as a completed order?

• Full payment has been received and verified.
• The final print-ready artwork has been received.
• Artwork issues or requested corrections have been resolved.
• The correct product, quantity and finishing are confirmed.
• Customer, billing and delivery information is complete.
• Any required proof has been approved.

The estimated production period is displayed on the relevant product page, quotation or order confirmation. Turnaround varies according to:

• Product type and selected printing process.
• Quantity and number of designs.
• Paper, material or stock availability.
• Cutting, lamination, binding and other finishing.
• Personalisation, numbering, QR codes or variable data.
• Drying, curing or fabrication requirements.
• Artwork condition and proof-approval time.
• Current production capacity and public holidays.
• Whether part of the job is produced by an external supplier.

Standard production

Standard production follows the estimated number of production days shown on the selected product. The estimate begins only after the order is complete and accepted for production.

Express or urgent production

Selected products may be available with express production, subject to artwork readiness, material availability, quantity, finishing and current production capacity.

Orders containing several products

When one order contains products with different production times, the order may be dispatched only after every item is ready. Customers who require available items to be shipped separately should contact us before production. Additional packing and delivery charges may apply.

The available option depends on the product, packed dimensions, weight, delivery location, fragility and applicable courier restrictions.

The estimates below begin after the completed parcel has been collected by the courier or delivery service. They do not include printing production time.

How delivery charges are calculated

Delivery charges may be calculated using:

• Actual packed weight.
• Volumetric or dimensional weight.
• Parcel length, width and height.
• Number of cartons or separate packages.
• Delivery address and service area.
• Required vehicle or courier service.
• Oversized, remote-area or special-handling surcharges.

The applicable charge will normally be displayed during checkout or provided in an approved quotation.

Products with special delivery conditions

A product-specific delivery notice displayed on the product page or checkout takes priority over the general information on this page.

Customers may select self-collection when it is available for the product. Please wait for confirmation that the complete order is ready before visiting our shop.

Collection requirements

• Provide the order number when collecting.
• Arrange staff or third-party driver collection only after the order is confirmed ready.
• Check the number of cartons or packages before leaving where reasonably possible.
• Inform us in advance when a large vehicle or loading arrangement is required.

View our shop location and contact information before travelling.

Courier tracking

A tracking or consignment number is normally provided after the completed parcel has been collected and processed by the courier.

A shipping label or tracking number may be created before the parcel receives its first courier scan. Tracking may therefore take time to update.

Delivery information required

• Recipient’s full name.
• Company name where applicable.
• Complete street and unit address.
• Correct postcode, city and state.
• Active telephone or mobile number.
• Active email address where required.

Address changes

Request an address change before dispatch. Once the courier has collected the parcel:

• An address change may not be possible.
• Courier approval or verification may be required.
• An address-correction fee may apply.
• The estimated delivery date may be extended.
• The parcel may need to be returned and shipped again.

Failed delivery attempts

The recipient is responsible for being available, responding to courier communications and arranging redelivery or collection when necessary.

Additional charges caused by an incorrect address, repeated delivery attempts, storage, return-to-sender or reshipping may be charged to the customer.

Image Magic will make reasonable efforts to complete and dispatch orders according to the stated schedule. However, production and delivery may be affected by:

• Late payment or unverified payment.
• Missing, incorrect or unsuitable artwork.
• Late proof approval or customer response.
• Material shortage or supplier delay.
• High quantity or complex finishing.
• Machine interruption or quality-control rework.
• Public holidays or seasonal order volume.
• Courier capacity or routing issues.
• Weather, traffic or transport disruption.
• Incorrect or incomplete delivery information.
• Remote-area handling or customs clearance.

Orders required for events or campaigns

Customers should allow sufficient time for:

• Artwork preparation and correction.
• Proof approval.
• Printing and finishing.
• Quality checking and packing.
• Courier transit.
• A reasonable contingency period.

Contact Image Magic before placing the order when a fixed deadline is essential. The requested deadline is accepted only when confirmed in writing.

Visible delivery damage

Report eligible delivery damage within seven calendar days from the recorded delivery date.

Please provide:

• Image Magic order number.
• Courier tracking or consignment number.
• Clear photographs of the complete outer packaging.
• Clear photographs of the courier shipping label.
• Photographs or videos of the damaged products.
• The estimated quantity affected.
• A clear description of the problem.

Incomplete or incorrect delivery

Report missing cartons, missing quantities or incorrect products as soon as possible. Image Magic will review packing information, production records and courier details before confirming the resolution.

Delayed or potentially lost parcel

When tracking shows no movement or delivery beyond the estimated period, contact Image Magic. We will submit an enquiry to the appointed courier.

A shipment is treated as permanently lost only after the courier completes or confirms the relevant investigation.

Eligible Image Magic orders may be shipped from Malaysia to Singapore using DHL Express.

The normal DHL transit estimate is one to three business days after dispatch. Production time, artwork approval, packing and customs clearance are additional.

Singapore delivery is available when:

• Singapore can be selected during checkout.
• A delivery charge is displayed or quoted.
• The product is suitable for international delivery.
• The packed size and weight meet courier requirements.
• The shipment complies with customs and import requirements.

GST and import-related charges

Unless expressly stated as included during checkout or in the quotation, Singapore GST, import duties, customs-clearance fees, DHL disbursement charges and other import-related fees are payable by the recipient.

The recipient must respond promptly to DHL or customs requests for information, documentation or payment.