Frequently Asked Questions
How long will it take to receive my order?
We normally quote 5 to 10 working days from date of order approval. This is, however, dependent on quantity, and will be agreed on an order-by-order basis.
Do you offer different sizes than the ones listed?
The variety of sizes and shapes we can produce is virtually infinitely variable and we can cater for just about anything. The only restriction we have, relates to width. Our engraving equipment restricts us to a width of 610 mm (but we can produce at any length). Shape is not a problem.
What colour options do I have?
The standard materials used by KOTAG (Gravoply, Metallex, Rowmark) come with a large variety of foreground and background colours to suit most applications. Where special requirements are requested, KOTAG will colour the background accordingly (preferably using PANTONE® standards).
How is my order shipped?
Local (South African) orders are either delivered or posted using registered mail. International orders are shipped according to customer requirements and through a variety of postal or courier services.
How much is shipping?
Local (South African) orders are delivered in the greater Johannesburg region at a minimal charge.
What is your return policy?
KOTAG guarantees all their products against manufacturing defects. In cases where KOTAG makes an error, the product will be replaced free of charge. Where the error is due to incorrect information supplied the product will be supplied at the originally quoted price. It is therefore standard practice that KOTAG will require customers to sign-off samples and data prior to commencement of manufacture.
Can I design my own product?
Yes. Because we offer a truly flexible service, we often handle specific requirements. If you are providing a sample, please submit this in a Bitmap, JPEG or COREL format. If this is a problem, a clear image and associated description can be scanned or faxed for further discussion. Please note there is a charge for origination and machine set up.
Do you sell on credit or on COD?
Due to the nature of our products and business, KOTAG has a strict pay before manufacture policy for new or ad hoc customers. However, where customers have constant repeat business with KOTAG, COD and 30-day accounts are in place and can be arranged. For international customers KOTAG will do work, as a rule, only on a pre-payment or ILC basis.
What do you do with customer information?
All information that you provide is used for business with KOTAG only. We retain all your order information, including special instructions, to facilitate repeat orders and consistency. Customer information is never passed on to any other party except to the extent that this may be required to complete an order. KOTAG operates on a “business confidential” basis.
What format do you want the artwork supplied in?
Please supply artwork in JPEG, Bitmap (bmp) or COREL format.
What cost is incurred on the initial artwork template design?
If a logo, or specific artwork is required, a once-off fee for artwork is charged, according to the amount of work necessary.
How long will I wait for my delivery?
Please allow for 5 to 10 working days after approval of samples for delivery to commence.
Do you guarantee your quality of work?
KOTAG guarantees the accuracy and quality of workmanship. Any defects in workmanship or accuracy will be replaced free of charge on receipt of the defective item(s).