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GENERAL QUERIES

How do I contact HB&P?
You can contact us by email, phone, or using our contract form.

Do you have physical store?
We do not have physical shop, however you can visit our office and showroom in Tsuen Wan.

What hours do we operate?
The HB&P online store operates 24/7 and our office hour are 0930-1800,
Monday to Friday (excluding public holidays).
For any inquiries, you can contact us by email: [email protected], phone +852 8191 1595,
WhatsApp: +852 6581 2595 or by using our online contact form.

PERSONALISATION, ENGRAVING AND PRINTING

What personalisation is included with my product(s)?
All product prices include one standard position of customization. For additional printing or engraving (e.g. engraving on a trophy body and trophy plate, printing on more than one side) extra charges will apply. For an indicative quote, please contact us to discuss your specific requirements.

I want to engrave a logo on my award. How can do this?

We can engrave most logos provided that you can provide the file in vector format (see below for file specifications). For traditional and laser engraving digital artwork must be black vector format. In some cases we can convert high resolutions logos (conversion charges may apply). To check the suitability of your logo or artwork, you can email us at [email protected]

ARTWORK DESIGN FILES SPECIFICATIONS

Does my artwork file need to be in a specific format?
Yes please send us your artwork in vector format. Please refer to the detailed file specifications below.
When uploading or sending us your artwork, you confirm that you have the right to use the image(s) supplied.

What is vector format?
The simplified, and short, answer is that they are files that do not become blurry or pixelated no matter how far you zoom in on them when viewed on a computer screen. As such, many software programs which serve as the main operating system for our printing/engraving machines, require vector formats in order to ensure the resolution is high enough to achieve a high quality finished product.

For more information on vector graphics, click here to view the Wikipedia page.

Acceptable vector format are:
Adobe Illustrator version CS6( .ai or .eps file format).
If your file is of different version, please save as version CS6.

CorelDraw (.cdr format):

  • All text must be converted to curves/paths
  • All outlines must be converted to object/paths.
  • All objects/paths must be combined and not grouped.
  • All geometry must be a professional quality with a reasonable amount of nodes (control points).
  • A vector format file containing embedded bitmaps is not a true vector artwork and therefore cannot be used.
  • White geometry cannot be used as a mask to hide any parts of design.
  • Overlapping geometries must be welded to form one path.
  • If the above guidelines are not met then artwork charges will be incurred.

Acceptable bitmap digital artwork formats
B/W bitmaps (TIFF, JPG, BMP, and @300dpi scanned 5x actual size - max A4) can be used but will incur additional conversion charge. All conversion work must be confirmed by email.

Variable data; Personalisation - seralisation
Variable data (Names, serial numbers, etc) MUST be sent as an Excel file with one variable per cell, all within separate columns. Each engraving position is take one cell at a time, for example cell AI = John Smith. Type must be sent case sensitive. Front type, alignment, colour, etc are not important. Other file formats cannot be accepted for input of variable data.
If you are still unsure about the required artwork format, please call us on +852 6581 2595 or email [email protected]

Can I see a draft of the final artwork before you print/engrave my item(s)?
Order over HK$5000 quality for a complimentary digital mockup otherwise they may be purchased online individually. We then send it to you for your final approve before printing/engraving. Mockups include two complimentary revisions. Additional mockups must be purchased if futher revisions are required.

Will this exact design be used to create the finished product?
No. The design tool is only meant to assist in creating a visual representation of what the final product may look like. Often times we will require a higher resolution image for printing/engraving, or may require special fonts to be sent to us. Additionally, we reserve the right to exercise our professional judgement to better fit the physical product.

LOGO CONVERSION

Why do I need to have my logo converted?
Standard image format such as .jpg, .png, .gif, and .tif may not always be printed quality, high resolution files, especially if they have been save form the web. Converting your logo from standard image format, also known as bitmap, to a vector format will ensure your logo is high resolution. Additionally, it is the industry standard for many of our printing/engraving machines to require a high resolution vector graphic in order to produce a high quality finished product.

What are the advantages of having a logo in vector format?
Having a vectorized version of your logo means you always have a high resolution file on hand. This will come in handy for use in print advertising and marketing campaigns as they require high resolution images to print lossless photos or graphics, particularly in very large print adverbs. In addition, most new smartphones and tablets come standard with retina quality screen which require a high resolution than standard image sizes in order to utilize the full extent of the visual spectrum. Anything less will appear fuzzy and pixelated on screen.

ONLINE ORDERING

How do I place an order?
You can place an order at any time via our online store. For large orders, please contact us directly. Quantity pricing discounts are off the regular retail price and do not apply to promotional prices.

Is there any price relief if I purchase large quantities? order This depends on each product but if you meet the quantity thresholds any discounts are applied off the originally marked price.

How do I pay for my order?
We accept bank transfer and credit card payment (via PayPal) for all website orders. As cheques invariably get lost in the mail and delay production, we request you to deposit cheques at your bank and email us the bank transfer slip to start the production.

Why does PayPal appear to have charge me US$I?
It has recently come to our attention that Paypal can temporarily hold US$I while it does validity check on your credit card but will NOT charge you.

When will my order be ready?
Processing times will vary depending on the size of your order, the personalisation required and stock availability. Once you have place your order, we will contact you with an estimated delivery date. If you have a fixed or urgent deadline, please speak to us directly to discuss your requirements before placing your order. On many occasions, we have been able to fulfill orders with very tight deadlines and we will do our best to deliver what you need, when you need it.

SHIPPING AND DELIVERY

What are your delivery options?
1.) Door to door delivery ("Local Delivery") For Hong Kong delivery addresses we offer FREE SHIPPING for the entire order with a minimum order spend of HKD$1000.00 (standard stocked items), otherwise a standard delivery fee of HKD$100 will apply. IMPORTANT: If you require delivery to a residential address or address in a remote area please allow extra days for the courier to deliver. If it is urgent, the safest option is to local pick up from our office.

location 2.) Free collection from our Tsuen Wan office ("Local Pickup") You are welcome to collect your order from our office in Tsuen Wan during office hours, 0930-1800, Monday-Friday. When your order is ready, we will contact you to arrange a suitable time for collection.

I am not based in Hong Kong. Do you ship internationally?
Yes, we do ship worldwide. All international deliveries will be charge the full rate as calculated by our international courier provider.

How do I qualify for free delivery?
If you spend HKD$1000.00 or more in a single order of stocked items, you will receive free delivery with Hong Kong. Please note for orders with multiple products, the entire order will be shipped together at the same time. Free delivery is not applicable for international orders.

How long will it take for my order to reach me?
For local orders, once your order is ready, delivery is typically made within 7 working days. For large quantities please contact us directly as longer lead times may apply. For international orders, we will advise the expected delivery date once courier arrangements have been confirmed. If your order is urgent, please contact us to discuss your deadline requirements. There is a 20% surcharge for urgent orders.

RETURN POLICY

What is your return policy?
Orders are non-refundable as they have been customized however, if they have for example, arrived broken due to delivery you must notify SF Express (or whatever courier was used) within 24 hours of delivery and also let us know immediately so we can follow up also. Products that have been personalised and shipping costs are non-refundable