Your quick reference for working with Carewell Group on packaging, industrial and logistics solutions. This document explains how we operate, what you can expect, and the policies that protect your brand and ours. It’s written to be clear, practical and customer-first, exactly how we run our business.

Trusted Certifications & Quality Assurance

Carewell Group adheres to internationally recognised standards, so your business and products are in expert hands.

• ISO 9001:2015 – Quality Management System
  Ensures consistent high-quality products and services. Every process, from design to delivery, is carefully monitored, so your customers can always trust your brand.
• ISO 14001:2015 – Environmental Management System
  Demonstrates our commitment to eco-friendly practices. By reducing waste and promoting sustainable packaging, Carewell helps your business align with environmental standards.
• ISO 45001:2018 – Occupational Health & Safety Management
  Guarantees safe working conditions for our employees and reduces operational risks. A safe, healthy workforce delivers reliable service and protects your products.

Our Customers – Trusted by Leading Brands

Carewell Group is trusted by businesses that demand excellence. From startups to industry giants, we deliver packaging and logistics solutions that perform.

• IKU – Healthy, plant-based meals packaged with care.
• Athletes Nutrition – Supporting performance-focused meal delivery.
• Coles – Maintaining over a century of quality and service.
• Amazon Australia – Reliable, secure, and eco-conscious packaging solutions.
• Aldi – Streamlined packaging for global efficiency.
• Kitchen Food Company – Fresh, ready-to-eat meals delivered safely.

Our Promise

Carewell is committed to delivering reliable, sustainable and customer-focused packaging solutions. We treat every order from a single sample roll to multi-site enterprise programs with the same attention to detail and quality standards. If you come to us with a need, we will always propose a viable solution. We won’t leave you empty-handed.

1. Minimum Order Quantities (MOQ)

We work with businesses of all sizes and design MOQ to be fair and flexible.

• Variable MOQs: MOQ depends on product type, material, print complexity, number of colours, tape width, and adhesive specification.
• Small Business Support: We offer low-minimum options and starter kits for new and small businesses. Ask about sample packs to test before committing to a larger run.
• Bulk & Enterprise: Larger runs benefit from reduced unit costs and priority scheduling. We provide volume discounts for repeat and large orders.
• How MOQ is confirmed: The Carewell team confirms exact MOQ in writing with your quote. If the standard MOQ does not suit your needs, we will work to find an alternate specification or split-run option to meet you halfway.

2. Turnaround Time (Lead Times)

Clear timelines keep your operations moving. We provide upfront lead times for every order.

• Typical flow:
  1. Artwork submission (final design)
  2. Digital proof & approval (invoice issued on approval)
  3. Production (manufacturing begins once approved) — 10–15 business days maximum for standard custom tape orders (dependent on complexity and material availability)
  4. Delivery — shipped to your nominated address anywhere in Australia
• Estimated lead times: Shared with your quote. Once you approve the proof and we receive payment where required, we schedule production and confirm exact shipment dates.
• Expedited requests: Express production and shipping options are available for urgent needs additional fees may apply. Contact your account manager for options.
• Delays & communication: If a delay is unavoidable (material shortage, force majeure), we notify you immediately and provide revised timing and options to mitigate risk.

3. Artwork & Design Requirements

To ensure excellent print results and fast approvals, follow our artwork guide.

• Preferred file formats: AI (Adobe Illustrator), EPS, high-resolution PDF, PNG, JPG (for raster). Vector files are preferred for sharp text and logos.
• Resolution: 300 DPI or higher for raster images.
• Colour profile: CMYK for print. Provide Pantone references if colour-critical — we will attempt closest matches for non-PMS runs.
• Safe area & bleed: Include appropriate bleed and safe margins in your artwork (we’ll provide templates).
• Proofing: We supply a digital proof for your approval. Production only begins after signed/emailed approval.
• Design support: Carewell offers in-house design assistance (file checks, colour separations, minor edits). Complex design work or full artwork creation is offered as a paid service unless included in promotional offers.
• Final approval & responsibilities: You approve the final digital proof. After approval, Carewell is not responsible for errors present in approved artwork.

4. Materials & Technical Options

We recommend materials and adhesives based on your product, handling and environmental needs.

• Material types: BOPP (polypropylene), PVC, kraft paper, water-activated paper, reinforced tapes, low-noise film, machine-grade rolls, double-sided and specialty tapes.
• Adhesive options: Standard tack, high-tack (heavy-duty), water-activated adhesive, natural/rubber adhesives, and temperature/ moisture resistant adhesives.
• Special performance: Tamper-evident, security, reinforced filament, anti-static, and UV-stable options available.
• Custom recommendations: We advise the best material/adhesive combination based on whether your product will be stored in warehouses, exported, refrigerated, or handled by automatic dispensers.

5. Quality Assurance & Certifications

Quality and compliance are non-negotiable.

• Testing: We perform adhesive, tensile strength, temperature-resistance and print-durability tests as standard for production runs.
• Certifications: Carewell operates under recognised management and quality standards. We are certified to relevant industry standards (ISO-certified where applicable) — details are available on our Certifications page.
• Inspection: Quality inspections occur before dispatch. For critical/high-value orders we can provide inspection reports on request.

6. Pricing, Quotations & Payment Terms

Transparent pricing is core to our client-first approach.

• What affects price: Order volume, material choice, print complexity (number of colours, special inks), tape width/length, adhesive type, and any special finishing or testing.
• Quotes: All quotes are itemised and include material, print setup (if applicable), production, and shipping (within Australia). GST is applied where relevant.
• Validity: Quotes are valid for the period stated on the quote (commonly 30 days) and subject to material availability.
• Payment terms: Standard terms: 50% deposit on approval for new clients/first orders; balance prior to dispatch. Net terms are available for approved accounts. Payment methods include bank transfer, credit card, and approved trade accounts.
• Discounts: Volume and repeat-order discounts apply automatically when thresholds in your account are met. Ask your account manager for a pricing tier schedule.

7. Shipping & Delivery

We make delivery predictable and trackable.

• Domestic delivery: Shipping across Australia via trusted carriers. Shipping costs included in quote or shown separately, as agreed.
• Delivery tracking: Tracking information provided when shipment is dispatched.
• Delivery responsibility: Title and risk pass per the Incoterms in your sales agreement (normally when carrier accepts goods unless otherwise stated). Inspect goods on delivery and note any visible damage on the carrier’s paperwork.
• Palletisation & special handling: Available for large orders — quoted separately.

8. Samples, Prototypes & Try-Before-You-Commit

We encourage testing before production.

• Sample policy: Samples and mockups are available — sometimes free for new clients (subject to materials and shipping) or charged and credited on subsequent orders.
• Prototypes: For new product lines or bespoke materials, we recommend a short-run prototype to verify performance and appearance.

9. Returns, Replacements & Warranty

We stand behind what we sell — and we fix what doesn’t meet expectations.

• Damaged or defective goods: Report within 7 days of receipt with photos and purchase details. We will investigate and, where appropriate, replace the goods or credit your account.
• Non-conforming print or materials: If the product does not match agreed specifications and the error is our responsibility (confirmed by inspection), we will re-produce or refund, depending on what’s appropriate.
• Exclusions: Issues caused by customer-approved artwork, improper handling after delivery, or abuse during transit/storage are not covered.
• Warranty: Our products are covered by a workmanship and material warranty for a reasonable period after delivery. Specific warranty terms are included in the order confirmation.

10. Cancellation & Order Changes

Flexibility with clarity.

• Before production: Orders may be amended or cancelled without penalty while proofs are pending.
• After production has started: Changes or cancellations may incur charges to cover materials, set-up and labour already committed. We’ll communicate any applicable fees before processing the change.
• Force majeure: In exceptional circumstances beyond our control (natural disaster, supply chain disruption), we will notify you and propose alternatives, refunds or rescheduling.

11. Confidentiality & Intellectual Property

Your brand is safe with us.

• Artwork ownership: You retain ownership of your artwork and intellectual property. By submitting artwork, you confirm you have the right to use it.
• Confidentiality: We treat client designs, formulas and business details as confidential. We won’t disclose sensitive information without written permission.
• Portfolio use: We may request permission to showcase completed work as part of our portfolio; permission will be requested in writing and is optional.

12. Sustainability & Social Responsibility

We’re serious about reducing environmental impact.

• Sustainable options: We provide kraft, water-activated, recyclable and compostable materials and advise on the lowest-impact choices for your needs.
• Reducing waste: Solutions include right-sizing packaging, recycled content, and returnable pallets or bulk delivery for high-volume clients.
• Supplier standards: We source materials from suppliers who meet environmental and ethical standards.

13. Health & Safety

People-first operations protect product reliability.

• Workplace safety: We adhere to strong health & safety practices across our facilities. Safer operations mean predictable service for you.
• Safe materials: We avoid hazardous materials in consumer-facing products and will advise on compliance for food-contact or medical applications.

14. Certifications & Compliance

We maintain relevant certifications to demonstrate our capability and commitment.

• Quality & safety certifications: Details and copies of our ISO and other certificates are available on request and on our website. Certifications validate our systems for quality, safety and environmental management.

15. Account Management & Support

We’re easy to work with — from quote to reorder.

• Dedicated account managers: For enterprise and repeat clients, you receive a named account manager for faster support and planning.
• Ordering & reordering: Reorder pads, online portals or direct account managers for recurring supplies and scheduled replenishment.
• Technical support: Product selection, material performance advice, and machine compatibility guidance (for automatic dispensers) are available on request.

16. Escalations & Complaints

If something goes wrong, we solve it fast.

• First contact: Email sales@carewellgroup.com.au or your account manager with order details and photos where relevant.
• Escalation: If you need faster resolution, mark the email URGENT or contact +61 0477 123 699 and request to speak with the Customer Success Manager.
• Resolution timeframe: We aim to acknowledge all complaints within 24 business hours and provide a resolution or plan within 3–5 business days (sooner for urgent/high-value shipments).

17. Frequently Asked Questions (Short)

• Q: What are your standard lead times?
  A: Artwork approval → production 10–15 business days; shipping depends on destination. Express options available.
• Q: Can you match our Pantone colours?
  A: We will make best-effort Pantone matches for spot-colour jobs; for CMYK jobs we replicate as closely as possible.
• Q: Do you offer eco alternatives?
  A: Yes — kraft, WAT, recycled and compostable options are available and recommended based on your needs.
• Q: What if I don’t have artwork?
  A: Our design team can prepare artwork for a fee or we can offer editable templates for easy branding.

18. Contact & How to Start

Carewell Group Pty Ltd
Unit 27 / 191 McCredie Road, Smithfield NSW 2164

Phone: +61 0477 123 699
Email: sales@carewellgroup.com.au | info@carewellgroup.com.au | logistics@carewellgroup.com.au

Get started: Email sales with a brief about your project (product type, estimated volumes, artwork status, desired materials). We’ll respond with an outline, sample options and a transparent quote.

Final note

This Client Guide & Service Policy is designed to make working with Carewell simple, predictable and risk-free. We combine technical expertise with a customer-first approach to deliver packaging and logistics solutions that protect product, brand and margin.