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FAQ

About CPH Group

What are your hours of business?

Trading hours are Monday to Friday 7am-5pm with staff available to assist you with queries and your purchases. You can also place an order here, online at your convenience 24/7.

24 Hour Customer Support on 1800 555 060 means you will be able to contact us no matter what time of the day or night! We'll process your order as soon as possible, or if you have a query, get back to you as soon as we can, usually within normal business hours.

Where is your warehouse located?

The CPH Group warehouse and distribution centre is located at 19-22 Success Way, Corio, in Victoria. It is state-of-the-art and purpose-build being designed from the ground up for high speed turnaround of all products. We stock all of the products that we sell.

How long has CPH been around?

CPH has been around for over 60 years. With humble beginnings as a paint supply business, CPH has grown to be a one-stop destination for all signage, wide format print and display requirements. CPH Group is proudly 100% Australian owned and operated.

For more information click here

Can I visit CPH?

You are welcome to request a tour of our impressive head office and warehouse. Contact us on 1800 555 060 to arrange a time, we’d love to see you.

Delivery

What are your delivery times?

All orders are dispatched within one business day of being received.

Our state-of-the-art head office and distribution centre has been designed from the ground up for high speed turnaround of all products. We do stock all of the products that we sell.

Delivery times may vary and can be affected by the destination of goods. Delivery times on custom-cut items may vary dependant on fluctuating demand.

Do you charge for delivery?

Delivery may apply to smaller orders and some specific items dependent on quantity, size, bulk and delivery destination. It may be necessary to add a pallet to some large format items to ensure stability and that they arrive to you in prime condition. For those orders attracting delivery fees, best-rate options are calculated and confirmed with you prior to dispatch.

What about free delivery?

CPH Group offers free express delivery for standard item orders over $399 (excluding bulky items, freight and GST) to Adelaide, Canberra, Melbourne, Sydney and Perth metropolitan addresses as well as Victoria-wide.

Bulky items are marked with the "Freight Applies" icon. These include items such as magnetic and banner material, substrate sheeting and PROBOND Aluminium Composite Panel.

For items ordered online, the Free Express Delievery threshold is $299.

You charge for pallets, can I return them for a refund?

YES, at CPH we charge for pallets as they form part of the care we take to ensure your goods arrive to you in pristine condition. Items requiring a pallet are marked with the "Pallet Required" icon.

Pallets create hidden costs to any business shipping large and volume products.

Our pallet return process is designed to reduce outlay on pallets and ultimately minimise the impact on individual product pricing.

You are welcome to return pallets for a Credit on your account, which essentially means you are not paying for pallets if you return them.

Talk to our team to discuss your pallet returns.

Dispatch

How do you dispatch your orders?

If you place your order before 3:00pm, your goods will be dispatched that same day. For substrates, order by 12noon for same day dispatch to allow time to ensure your goods are securely packed. Orders after these timelines are dispatched within one business day of being received.

Should your order incur freight, this will be organised on your behalf at a cost confirmed at the time of ordering.

Products are packaged in the most suitable method to ensure delivery of your goods in premium condition. Substrates require pallets to protect then during delivery.

All orders are tracked from the moment they leave our warehouse until they reach you.

You are welcome to organise your own freight provider or pick up your order directly from our warehouse.

Insurance is also available on your purchase, for a small third-party fee.

Delivery timeframes may vary and can be affected by the destination of goods. Delivery times on custom-cut items may vary dependant on demand at the time of ordering.

Ordering

Can I order by phone?

Yes, you can call us on freecall 1800 555 060 to place a phone order, Monday to Friday 7am to 5pm.

24 Hour Customer Support on 1800 555 060 means you are able to contact us no matter what time of the day or night!

We'll process your order and dispatch it as soon as possible, or if you have a query, get back to you as soon as we can, usually within nornal business hours.

Are there any minimum orders?

With the exception of certain substrates there are no minimum orders. PROFLUTE, MAXI-lite and FOAMKOR must be purchased in pack sizes as displayed on the website.

Can we place a special order for bulk products?

Yes, we welcome special orders! However, these may take up to 7-9 weeks dependant on individual products.

Do you have stock of products that are on your website and in your catalogue?

Absolutely. Every product in our range is held in stock, stored in our massive purpose-build warehouse and distribution centre in Victoria.

Because we buy in bulk, we keep large quantities of stock so you can rely on us to have your order supplied in full, when you want it.

Our warehouse tracking and express delivery system means your order is dispatched quickly and delivered on time.

Dispatch is generally within 1 working day from when you place your order.

Is your website secure?

Absolutely, www.cphgroup.com.au is a safe and secure site where you can make purchases without anyone knowing your personal information. Your details are encrypted to ensure third parties are unable to access and use your information.

The entire online payment gateway process is highly secure because of the encryption and is in fact often safer than point-of-sale terminals in stores.

Can I assign privileges on my Web Account ?

Absolutely. As the owner of a business you can extend privileges to as many or few of your staff as you like. You are totally in control of the amount of information you share within your team.

Talk to us about a personal tour of the website and we'll show you the great features that will make your job easier, faster and simpler.

Payment

Do you accept credit cards?

CPH Group accepts payment via Visa and Mastercard with a 2% surcharge. We also accept American Express however a 2.5% surcharge applies.

Clients who have been approved for 30 Day Accounts are welcome to use this option, which is also available online once you become a registered account holder.

Can I start a 30 Day Trade Account?

Yes you certainly can – Simply fill out the Credit Application and email it to accounts@cphgroup.com.au for approval.

Once approved, you are welcome to use your 30 Day Account for payments. Your 30 Day Accountpayment option is also available for use through your online web acount.

Prices

Are your prices fixed and for how long?

Prices are fixed once published in our comprehensive catalogue and we aim to maintain these for a minimum of 6 months from the release date. However, fluctuations in the economy and international exchange rates may impact on pricing and the ability to sustain them.

Pricing that appears in the online catalogue and the website is always current and should be your first point of reference.

Careful planning and bulk purchasing is undertaken to ensure the best pricing is always presented to YOU, the customer.

Do you provide better prices for bulk orders?

Absolutely! As you will see from our prices on the website, we go by the saying “Buy in bulk and SAVE!” So call us today to discuss your requirement for larger quantities – we’ll be only too happy to discuss this with you!

PROBOND Aluminium Composite Panel

Can Probond Aluminium Composite Panel be folded?

Yes. We have several different weights of panel which can be folded.

At CPH Group we offer a full in-house V-Grooving service on all of our foldable range of PROBOND® Aluminium Composite Panel and can turn it around quickly for your convenience.

We have several different weights of panel which can be folded.

Do you offer cutting and CNC routing on Probond Aluminium Composite Panel?

Yes cutting, V-grooving and CNC routing is available on all PROBOND Aluminium Composite Panel.

Panels up to 4000M x 2000M can also be CNC routered to your requirements, saving you time and effort - your project is ready to install as soon as it arrives at your site.

We can provide quick quotes, usually within an hour, and CNC processing is usually complete and ready for dispatch within 48 hours of receiving your approval, or on receiving payment in the case of pre-pay account holders. Larger projects may take longer to process, dependant on the requirements and volume.

Can Probond Aluminium Composite Panel be used for exterior applications?

Yes! PROBOND Aluminium Composite Panel can be used both indoors and outdoors.

Please note that Mirror Silver, Mirror Gold and Brushed Silver and Gold are recommended for interior applications only.

I need a colour match for my composite panel, can you help?

YES! We can match specific PMS colours for corporate branding however a minimum order quantity does apply. Please note 6-8 weeks should be allowed for delivery of custom colour orders.

We have a wide range of standard colours in the PROBOND Aluminium Composite Panel range which you can choose from. Please click here to view our complete colour range that are held in stock at all times!

Does PROBOND meet any quality standards?

PROBOND Architectural products are all covered by a thorough quality control system where every sheet has a unique code printed on the protective film and is tracked right from the very second of manufacture. This ensures high quality standards are maintained throughout the process.

Further to this, every sheet carries a quality certification label to show that it has been approved by quality control staff. It also states the exact specifications of the sheet and its colour for easy identification.

Does PROBOND have fire performance solutions?

PROBOND FacadeFR and PROBOND UltraFR meet Group 1 BCA Classification requirements and are suitable for external cladding where fire rating quailities are required.

Does PROBOND have Non-Combustible options?

YES! PROBOND Architectural has a number of non-combustible options.

PROCORE A1 and PROCORE LiteA1 are deemed to satisfy non-combustible when tested to AS 1530.1 and AS 1530.3 in accordance with the BCA/NCC requirements.

PROCORE A1 is ideal for facade cladding, while PROCORE LiteA1 is the premium choice for signage.

visit www.probond.com for fire testing results and detailed technical data.

Product Information

Can I get advice about your products?

You can feel confident ordering from CPH Group, you’ll be able to talk to someone on the phone who understands the products they are talking about.

All our customer service staff are trained in the use of all our products and many have experience working in the industry with these products.

Freecall 1800 555 060 Monday-Friday 7:00am to 5:00pm

24 Hour Customer Support on 1800 555 060 means you will be able to contact us no matter what time of the day or night. We'll get back to you as soon as we can, usually within normal business hours.

Do your products meet any quality standards?

We recognize the need for stringent quality control and vigorously pursue a pro-active approach to product development through consultation with print operators, sign writers, sign installers, architects, corporate designers and engineers.

We have strict quality control measures implemented during production to ensure that every product we sell meets local standards and is suitable for the Australian market.

PROBOND Architectural products are all covered by a thorough quality control system where every sheet has a unique code printed on the protective film and is tracked right from the very second it is manufactured. This ensures high quality standards are maintained throughout the process.

Further to this, every sheet carries a quality certification label to show that it has been approved by quality control staff. It also states the exact specifications of the sheet and its colour for easy identification.

Do you stock replacement parts?

YES. We offer replacement parts for most of our products in our large range. We are different from most suppliers in that we take the time and effort to service our clients fully and this includes stocking a full range of parts.

What is your return policy?

Our Returns and Refund Terms and Conditions are outlined on our website click here and generally require a Return Material Request Form (click here) to be complete, submitted and confirmed by CPH Group prior to their return.

Products must be unused and in their original condition.

Do your products come with a warranty?

YES they do. The warranty period differs across our massive range of product lines so if you are unsure about the length of the warranty on your specific item, please feel free to ask us to clarify this for you.

While all products have a finite shelf-life, please note in particular, that inks and other pigment- and solution-based products will be affected and covered only for the warranty period specified. Most are stamped with a production date.

Please note: warranties only cover the products themselves. CPH Group does not cover labour, time or additional materials.

What brands do you stock?

We carry more than 2000 product lines, all from brands you know and trust. Many are manufactured and imported directly from Europe and USA from well-known companies such as Supatac, Neoprint, 3M, WALLART, MatTac, R-Tape, PROBOND Architectural, MACtac, Olfa and Sheffield Blades.

Do you offer printing on any of your products?

No we do not print any of our products, we supply wholesale material to many great signmakers.

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