Terms & Conditions

This website is operated by Emerald Media Group Pty Ltd ABN 14 030 013 827, the parent company of Emerald Print. Orders are accepted from Australian customers only.

1. Variations in Colour

Due to the nature of CMYK offset and bulk-run printing, colour variations may occur between on-screen previews and final printed products. Variations may also result from stock differences, finishes, or laminates. Such variations are considered normal and are not grounds for a claim.

2. Trimming

All printed products are trimmed after printing. A shift of up to 2mm in any direction may occur. Customers are responsible for ensuring that all important text or design elements are placed at least 3mm–5mm from the trim edge. Please review our Artwork Help page for detailed guidelines.

3. Artwork Created by Emerald Print

  • Artwork designed by Emerald Print and paid for by the customer remains copyrighted to Emerald Print until payment is received in full.
  • Artwork created as part of a free artwork package remains the property of Emerald Print unless separately paid for by the customer.
  • Emerald Print is not legally liable for any terms and conditions or offers that feature in customers' artwork, and all responsibility is passed back to the customer.

4. Proof Approval

Customers are fully responsible for checking and approving all proofs prior to printing. Approval confirms acceptance of all content, including (but not limited to): design, spelling, grammar, numbers, and layout. Emerald Print will print exactly what is approved in the final proof. No reprints or credits will be issued for errors present in approved proofs.

5. Customer-Supplied Artwork

  • Customers who supply their own artwork are solely responsible for the final print outcome. Artwork must be high-resolution, print-ready, and include required bleed and crop marks. Emerald Print will review supplied files and may advise of issues; however, responsibility remains with the customer.
  • Emerald Print is not legally liable for any terms and conditions or offers that feature in customers' artwork, and all responsibility is passed back to the customer.

6. Turnaround Times

Standard turnaround for most business stationery, cards and flyers is 1–3 business days. Extended timeframes may apply where additional finishes (e.g. matt/gloss lamination, UV spot coating) are requested.

Turnaround times for customised docket books can be 5 - 8 business days due to multiple processes.

Turnaround time for custom PVC cards that include magnetic strips and coatings etc can be around 14 business days.

Delivery by courier generally takes 1–3 business days, with longer times possible for WA and remote areas. As many jobs are printed in bulk, specific turnaround times are estimates only and not guaranteed.

7. Artwork Resubmission and Alteration

  • If artwork changes are required after approval but before printing commences, a resubmission fee (typically $40 + GST, subject to written confirmation) may apply.
  • If the error is Emerald Print’s, no charge will apply.

8. Accounts and Payment

  • First-time print orders must be paid in full prior to printing unless otherwise agreed.
  • A minimum 50% deposit is required before any artwork services commence.
  • Credit accounts may be arranged at Emerald Print’s discretion.
  • Emerald Print reserves the right to process payments using a previously supplied payment method for overdue accounts.
  • Interest and recovery costs (including legal fees, collection agency fees, commissions, and disbursements) may be charged on overdue accounts.

9. Prices and Quotes

  • While care is taken to ensure pricing accuracy, Emerald Print reserves the right to change or withdraw products and prices without notice.
  • Quotes are valid for 30 days from the date issued. Prices may change after this period.

10. Delivery

  • One free delivery within Australia is included with all Emerald Print orders.
  • Deliveries are carried out by third-party couriers.
  • Emerald Print is not liable for loss, damage, or delay once goods have been dispatched.
  • If no one is available at the delivery address, goods will be left at the premises. Customers are responsible for providing a suitable and secure delivery address.
  • Incorrect addresses provided by customers will incur redelivery fees at Emerald Print’s rates.

By placing an order with Emerald Print, customers acknowledge acceptance of these Terms and Conditions.


Disclaimer - Letterbox Distribution Services

Emerald Print acts as an agent for a national distribution wholesaler, the supplier of letterbox distribution services. By engaging Emerald Print for the printing and/or distribution of catalogues, flyers, or brochures, you acknowledge and agree to the following:

  1. Delivery Responsibility
    Distribution services are carried out by this third party. While all reasonable care is taken, Emerald Print is not liable for any shortfall in the number of catalogues, flyers, or brochures delivered, nor for any failure by the distributor to deliver to all areas originally booked.
  2. Mapping
    A distribution map is custom-created for the customer, and then revised and approved by the customer. While all care is taken to deliver the customers' catalogues, flyers, or brochures to the exact mapped area, due to the nature of the distribution model, which relies on a network of independent contractors, there can occasionally be fluctuations in coverage from week to week. These variations are largely dependent on contractor availability at the start of each distribution window. 
  3. Unstaffed Areas
    In the event that distribution staff are unavailable for a particular area, the distribution company reserves the right to deliver your material to nearby staffed areas to ensure the best possible coverage. Emerald Print takes no liability for any resulting changes to the areas actually covered.
  4. Use of Independent Walkers
    The distribution company engages independent contractors (“walkers”) to carry out deliveries. While the distribution company takes steps to ensure these walkers fulfil their obligations, Emerald Print accepts no responsibility or liability for any catalogues, flyers, or brochures that may be mishandled, disposed of, or not delivered as intended. 
  5. Shared Distribution
    Your catalogues, flyers, or brochures will be delivered alongside other promotional materials booked for distribution within the same area during the relevant week. Emerald Print makes no guarantee as to exclusivity of distribution.
  6. Response
    Emerald Print takes no responsibility for the level of response or number of enquiries from any distribution campaign.

By proceeding with your booking, you acknowledge that Emerald Print’s responsibility is limited to coordinating printing (where applicable) and lodging materials with the distribution company for distribution. Emerald Print accepts no liability for matters arising from the distribution company's performance of distribution services.

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Feedback & Complaints

Customers who believe that their printing product is not up to standard must follow the process below:

  1. Lodging a Complaint

    • Email info@emeraldprint.com.au with your valid Order Number and a clear description of the issue.
    • If the concern relates to product quality, Emerald Print may require a physical sample to be mailed to:
      Emerald Print, 54 Park Terrace, Sherwood, QLD 4075.

  2. Assessment of Claims

    • If a printing error is confirmed and is not the result of customer-supplied artwork, Emerald Print will arrange a free reprint of the affected order.
    • Emerald Print will not be held liable for:
      • Errors in customer-supplied artwork,
      • Delays or issues with delivery once dispatched, or
      • Minor imperfections that fall within acceptable offset printing standards.

  3. Conditions for Returns

    • All feedback or complaints must be submitted in writing (email is preferred).
    • Emerald Print reserves the right to refuse acceptance of any goods returned more than 14 days after the dispatch date.

By submitting a complaint, customers acknowledge and agree to this process.