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| Frequently Asked Questions |
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- I'd like to buy a shape/letter/word in a size that isn't in your store. What should I do?
- I need my order in a hurry. What is the quickest way to get my products as fast as possible.
- Do you have a minimum order quantity or minimum order value?
- I have received my order, but there is something missing from it. What should I do?
- I am ordering from outside Australia. Do you ship to my country?
- I would like a quote on a custom made product. What is the process involved in getting a quote?
- Do you only make craft shapes/lettering/words?
- I live in the Geelong/Melbourne area. Can I pick my order up to save on postage costs?
- How is my item shipped?
- During checkout there is a box which asks for a 'Discount Coupon'. What is that for and how do I get a coupon?
- Do you have 100 of 'x' shape in stock?
- I have received my order of letters and they just don't look right. Why is that?
- I have got my order and now I want to decorate my shapes/letters/words. Where should I start?
- What payment methods do you accept?
- Do your prices include GST?
- How will my order be packaged?
- Do you offer discounts if I am a registered business?
- I have received my order, but it appears to have been damaged during the postal process. What should I do?
- Do you have a retail outlet?
- I own a craft store/online store. How do I become a reseller?
- It has been over a week since I placed my order and it hasn't turned up. What should I do?
- I would like a particular font which I want exclusive to myself. Is this possible with MDF Magic?
- I'd like to buy a shape/letter/word in a size that isn't in your store. What should I do?
To request any of our MDF products in a different size, shoot an email off to us and we will let you know if it can be done and when we have done it.
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- I need my order in a hurry. What is the quickest way to get my products as fast as possible.
The best way to get your order fast is to:
1/ Pay using PayPal.
2/ Notify us prior to purchase to ensure that we are able to meet your deadline.
PayPal e-cheque could take 5-7 days to clear.
Using Internet Banking to do a transfer can take up to 5 days to clear.
Paying by Bank Deposit OVER THE COUNTER at a WESTPAC Branch will also see your order reach you faster.
Please note that we no longer offer Express Post as standard, however we can ship via Express Post if you contact us prior to ordering and if we can manufacture you products to meet your deadline.
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- Do you have a minimum order quantity or minimum order value?
No, we impose no minimum quantity or value on your order as a general rule.
However, we may impose a minimum quantity for custom made products. We will inform you if this applies to your custom made products.
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- I have received my order, but there is something missing from it. What should I do?
Please contact us in the event of any problems with your order and we will endeavour to rectify it ASAP.
If your order is missing words or lettering, please include the exact details of the missing words or letters including the font, thickness, size and the missing letter/s.
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- I am ordering from outside Australia. Do you ship to my country?
MDF Magic ships worldwide.
Customers outside of Australia should check their local customs rules to ensure that the product you wish to order can be imported into your country. Some countries do not allow the importation of MDF.
Also, you will need to check to see if you will be liable to pay import duty on your order.
MDF Magic will not take any responsibility for orders sent to countries where the products order are banned and MDF Magic will not take responsibility for any due customs fee's.
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- I would like a quote on a custom made product. What is the process involved in getting a quote?
There are several options available for custom made products:
1/ You can email us using the 'contact us' page or the 'wholesale Inquiries' page.
2/ You can call us. The number is provided to registered customers only.
3/ Registered customers should use the "Custom Quotes" link once logged in to our site. This is in the members section at the top of the left column. Follow the instructions provided to place your enquiry.
We will require either an image file of the design, or a good description of exactly what you are after which should be emailed to us after initial contact is made with us.
We will then evaluate your image and let you know if it is suitable, at what cost and if there is a minimum order quantity needed for us to manufacture your product.
Please note that custom orders can take considerable time to process before samples are available. Customers orders always take precedence over custom orders which can slow the process down. It is always best to allow 14 - 21 days before being presented with a sample for you to evaluate..
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- Do you only make craft shapes/lettering/words?
Craft is our main market, however we can make for other sectors if required.
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- I live in the Geelong/Melbourne area. Can I pick my order up to save on postage costs?
Yes we do allow for pick-up.
However, this is to be by appointment only. We ask that you either email us or call us to arrange a time to pick your order up. Customers who turn up without arranging a time may find that their orders are incomplete, or that we are not available and you will have to come back later, at an agreed time.
Please keep in mind that we do not have stock of every single product and therefore your order will generally have to manufactured, so arriving without notifying us may result in you having to return and collect your order at another time.
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- How is my item shipped?
At this stage, we only use Australia Post Parcel Post for all of our deliveries. They provide an economical service compared to most courier companies.
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- During checkout there is a box which asks for a 'Discount Coupon'. What is that for and how do I get a coupon?
We use Discount Coupons for a number of reasons:
1/ Subscribers of our newsletter will receive a coupon in most newsletters. This is one benefit of subscribing to our newsletter.
2/ If our store over-charges you for postage, we can create a coupon for you to use on your next purchase.
If we have given you a standard discount, you don't need to enter anything in this box. However, if you have a coupon code, put it in this box and get an extra discount.
Coupons are in addition to your standard discount (If applicable) so if you get a standard discount of 10% and have a 10% coupon, you will get 20% off!
* Maximum of one coupon per purchase.
**Refunds on over-charged payments in lieu of a coupon are available for PayPal purchases only.
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- Do you have 100 of 'x' shape in stock?
It is unlikely that we have a large quantity as most of our orders are made as they come in. We do have some stock of our smaller shapes.
Keeping our stock level low has several advantages:
1/ MDF tends to expand and contract with differing humidity levels. Keeping low stock levels means that your shapes are in mint condition and haven't been through numerous expansion and contraction cycles.
2/ It saves you money! If we kept large quantities of stock on hand we would need to lease a warehouse which costs money. This is one way we keep our costs down.
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- I have received my order of letters and they just don't look right. Why is that?
All our letters and taken directly from a True Type font as used in Windows. The only modifications we make is to make the font BOLD.
To check your letters, you will need to start up a Windows program which displays text in various fonts - Microsoft Word, WordPad or NotePad are all able to be used. Ensure that you make the lettering BOLD. If your letters don't match what you see in the Windows program, let us know and we will check our files to see if it is a manufacturing error.
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- I have got my order and now I want to decorate my shapes/letters/words. Where should I start?
Firstly, your MDF products NEED to be sealed. Gesso is ideal for sealing MDF. It can be obtained from your local Art supplies store.
From there, your imagination is the way to go!
For high gloss finishes, use 3 or 4 LIGHT coats of spray paint with a clear coat to protect your new paint.
You can also decorate them using scrapbooking paper, ribbon, glitter or stickers.
Our Crafty Tips has some PDF articles to download and our examples page has some work that we and some of our customers have done.
*You must be signed in to view these pages.
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- What payment methods do you accept?
We accept PayPal and Bank Deposit only.
At this stage, if you wish to pay by credit card, you must use PayPal.
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- Do your prices include GST?
All prices in our store are displayed depending on what country you live in.
Australian customers will always see our prices including GST. The only exception to this is the small cart which can be seen at the top of the right hand column. This small cart displays products prices ex GST and the total including GST.
As GST is only payable for Australian orders, customers from outside Australia will see prices displayed excluding GST.
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- How will my order be packaged?
It depends on the items in your order, but for the majority of orders we use recycled boxes. However, with some items we use pizza boxes (new ones, not last nights dinner ones!) and for our words 12cm high and above we use boxes which we have custom made. This is required to protect your words during transit.
Most orders are also wrapped in bubble-wrap to protect them.
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- Do you offer discounts if I am a registered business?
Yes we do offer registered business customers discounts. The discounts given to business's varies depending on the quantity and frequency of ordering. One of the first questions we will ask you is for an approximate quantity and frequency of ordering. We ask this to set a starting discount. As you place orders, we will review your discount to see if it is still applicable to your ordering quantity and frequency. However, we do have a minimum discount for registered business's and your discount will never fall below the minimum level, regardless of the orders you place.
This information will only be supplied once we received your ABN or other proof of business registration.
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- I have received my order, but it appears to have been damaged during the postal process. What should I do?
The first thing you need to do is contact us. Do this as soon as possible after noticing the damage. We may then ask for evidence that it has been damaged, so keep the packaging in the condition it was received in so you can take some photo's of the packaging as well.
Usually, damaged items will be replaced once visual proof has been sent through to us.
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- Do you have a retail outlet?
Unfortunately we don't at this stage. This allows us to keep our over-heads low, and therefore the prices you pay as low as possible for our products.
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- I own a craft store/online store. How do I become a reseller?
Please contact us via the Wholsale Enquiry page with details of your business including web site address if you are an online business, or street address (Not PO Box) if you are a bricks and mortar store, as well as proof of business (ABN and Business name).
We will provide you with the relevant information once we receive these details.
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- It has been over a week since I placed my order and it hasn't turned up. What should I do?
The first thing you need to do is contact us and let us know that your order hasn't arrived.
Please note that if your order was placed with Registered Post as the shipping option, your order will be replaced without question. However, we cannot be held liable for items not sent if you did not select Registered Post as the shipping option during checkout. In this case, replacement of your order will be at our discretion.
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- I would like a particular font which I want exclusive to myself. Is this possible with MDF Magic?
Unfortunately we no longer supply fonts exclusively to any customers. We apologize for any inconvenience this may cause our customers.
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Just want to say Thanks!
I would just like to say a big THANKS to Dwane and Nat!! The two of you together make an amazing tea ...
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By Hayley Martin |
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Embellishments & Misc.
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