Frequently Asked Questions
This page has answers to some of the questions we get asked most frequently. If you have a problem with our website or services, please check here to see if you question hasn't already been answered. If you still can't find the information you're looking for, please contact us.
Do you accept purchase orders?
Yes, we accept purchase orders from all Schools, Hospitals, Goverment, and Non for Profit entities and we will ship your goods upon receiving a valid purchase order. Public listed companies can also apply for an account. Payment terms are 30 days from invoice.
Do you charge extra for Amex or Credit Cards?
No extra credit card fees or surcharges are applied.
Do you sell Genuine Australian Warranty products?
We only sell Genuine Australian Warranty Products and Specified Goods approved by the ACCC.
All products you purchase from us in Australia, are covered by Australian consumer law. We will honour the manufacturer’s warranty as stated on the product and assist you in making any warranty claims.
Payment Methods:
Credit Card: We accept Visa Card, Master Card and American Express. American Express orders above $2,000 must be paid with Via/Mastercard, or with Direct Debit, or Cheque.
Direct Deposit and Cheques: Where we offer direct deposit and cheques as a payment option. Our bank details are included on the invoice received upon confirmation of your purchase. We will then await confirmation that your payment has been made before shipping your order.
PayPal: PayPal Express payments are also accepted.
How much does delivery to my area cost?
For details on pricing and shipping costs please consult our Delivery page.
Do you provide finance?
Yes we do! We partner with Australian Finance / Leasing companies that provide easy to set up loans with affordable interest rates.
What is your Returns and Refund policy?
At LabelMate we make choosing the right equipment easy, and we are more than happy to accept the return of goods, subject to the below terms and conditions. Please email or call our customer service team directly at [email protected] and we’ll take care of everything for you.
7 Day Satisfaction Guarantee
As our valued client, we want you to be completely happy with your new purchase. If the goods do meet your needs, just apply for a return within 7 days of receipt of the goods. For complete details of our 7 Day Returns Guarantee, please read the below 7 Day Satisfaction Guarantee Terms and Conditions.
Returns FAQ:
6.1 Defective, Faulty, Incorrect Goods Supplied or Damaged Goods:
If we supplied items that are faulty, incorrectly models or are damaged or defective, you are fully covered by the Australian Consumer Laws, and our team will be sure to make it right for you, as quickly and efficient as possible.
6.2 Refunds:
Unless the goods are Defective, Faulty, Incorrectly Supplied or Damaged, LabelMate does not offer full refunds under this 7-Day Satisfaction Guarantee, only replacements for another item as per above conditions. Refunds (where applicable), will be prompt, and completed within 5 business days, as soon as retuned goods have been received back in our warehouse.
6.3 Return Shipping:
If an item arrived faulty, was incorrectly supplied or damaged, there will be no additional shipping charges applied. LabelMate will arrange for a replacement item to be shipped, and for the incorrect item to be picked up at our own cost. With a change of mind and warranty repaid, shipping costs will have to be paid by yourself.
6.4 Change of Mind:
If you decide the items you ordered are no longer suitable and change your mind, we will exchange your items under the 7 Day Satisfaction Guarantee, upon receipt of the goods at our warehouse. For full terms and shipping details, please refer to the 7 Day Satisfaction Guarantee Terms and Conditions.
How can I be sure that my order details are secure?
We take security matters seriously and do all we can to protect the details you provide to us are protected. For full information on our security measures please consult the Security page. Given the nature of the internet, we cannot guarantee that any data transmission is totally secure. Whilst we take precautions to protect information, we do not warrant and cannot ensure the security of any information you transmit to us. You therefore transmit to this website at your own risk. However, once we receive your transmission, we will take reasonable steps to preserve its security. If you become aware of any problems with the security of the data or the website, please contact us immediately by email [email protected]
I went to the checkout but was interrupted before I completed it - has my data been saved?
No. To protect your privacy data entered during the checkout process is not saved until you click the "Confirm Order" button on the last page of the checkout.
What is the best technology for printing bar codes?
Thermal label printers are ideal for bar code printing because they produce accurate, high-quality images with excellent edge definition. Thermal printers are engineered to print within tight tolerances and to produce the exact bar widths that successful bar code printing and scanning require. Each technology can produce one- and two-dimensional bar code symbologies, graphics and text at the same print resolutions and speeds. For More information, visit Wikipedia's page on barcode technology.
Please explain the difference between Thermal Transfer Printing and Direct Thermal Printing
Thermal Transfer (Prints with Ribbon)
A thermal transfer printer is a printer which prints on paper (or some other material) by melting a coating of ribbon so that it stays glued to the material on which the print is applied. It contrasts with direct thermal printing where no ribbon is present in the process.
Direct Thermal (No Ribbon)
A thermal printer (or direct thermal printer) produces a printed image by selectively heating coated thermochromic paper, or thermal paper as it is commonly known, when the paper passes over the thermal print head. The coating turns black in the areas where it is heated, producing an image. Two-color direct thermal printers can print both black and an additional color (often red) by applying heat at two different temperatures. Direct thermal media is more sensitive to light, heat and abrasion, which reduces the life of the printed material.
Which labels should I buy?
With Direct Thermal printing no ribbon is used, the image is created directly on the printed material. There is a simple test to find out if you are currently using Direct Thermal labels: Run your nail across the label and it will make a black mark on the label. The 1st measurement is the Width of the label and 2nd measurement is the Length.
What is the difference between wax and resin ribbons?
Wax Ribbons are for printing onto paper labels, where the life of the label can be years but must be kept dry and must not be abraded or subjected to certain chemicals or oil, which would dissolve the wax image.
Wax-Resin ribbons produce a finer image on very smooth paper or coated paper labels. The printed image is much more durable than wax, but can still only stand slight contact with water.
Pure Resin Ribbons are formulated to print onto plastic labels such as polyester, polypropylene and vinyl. The "ink" is designed to slightly dissolve into or adhere to the plastic surface of the label
Are power cables included?
Most printers sold by LabelMate have the connection cable and power supply included. Please refer to the product description or give us a call if you are not sure.
Do you provide volume discount for large orders?
Yes we do! Please contact us for volume discounts. We have many large customers including: Woolworths, Queensland Health, CitiBeach etc.
Security Measures:
We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe. Please visit our security page to read more about how to tell when it is safe to enter your payment details.