FREQUENTLY ASKED QUESTIONS

CURRENT SHIPPING TIMES

Please allow a 2-4 day warehouse processing time and 7-14 days for delivery with standard shipping.


HOW CAN I BE NOTIFIED OF NEW PRODUCT OR WHEN ITEMS ARE RESTOCKED?

You can put your name down in the out of stock notification box below all of our products. Otherwise you can subscribe to our mailing list HERE.

 

DO YOU HAVE A SIZE GUIDE?

Of course we do mate, click HERE.  

 

I CAN'T FIND A PRODUCT ON YOUR WEBSITE, WHERE CAN I SUGGEST NEW PRODUCTS?

Sorry to hear we don’t have what you are looking for. Jump onto our contact page HERE, we would love to hear what you are looking for.  

 

ARE THESE WORKSHIRTS HI VIS?

We do carry both Hi Vis and standard work shirts, you can tell the difference by the block top and 3M tape. Also the product description will outline what each product meet in regards to AUS/NZS standards.  

 

ARE YOUR WORKSHIRTS UPF RATED? 

Our full print and Hi Vis cotton work shirts as well as our polo shirts are UPF rated. Please see the individual product description for a more detailed rating.

 

WHERE CAN I TRY ON A SHIRT? 

At the moment we are 100% online and therefore we are unable to facilitate the trying on of garments. However, our returns policy means that if you receive a garment that doesn’t fit, you can exchange it for a different size, receive store credit for use at a later time or collect a refund.

 

I CAN’T FIND AN OLD PRINT ON THE WEBSITE, IS IT GONE FOREVER? 

Over the years we have discontinued some prints and others have been limited-edition releases. If the print you are looking for isn’t on our website, we sadly don’t have any in stock. However, the good news is that we always aim to have core range prints such as Ventura, Spun Out and Fractal available to purchase along with our traditional range and we are always working on exciting new prints.  

 

WHAT HAPPENS TO YOUR EXCESS STOCK? 

We up-cycle all excess stock into accessories through the Work Restart program. You can purchase up-cycled products HERE.

 

I DON’T HAVE A COMPOST BIN, HOW DO I DISPOSE OF THE COMPOSTABLE PACKAGING THAT I RECEIVED MY ORDER IN? 

Compostable packaging breaks down into a natural or organic state when placed in a composting environment. If you don’t have access to a composting heap through someone you know, we recommend taking a look at your local council’s website to find a community composting hub near you.

 

DO YOU DO EMBROIDERY?

We sure do! Embroidery is avaliable for any order with 10 or more shirts! Get in touch with our team today here

 

CAN I GET MY OWN EMBROIDERY DONE?

Absolutely! We love seeing workplaces jump on board with TradeMutt and get their business embroidered onto their shirts. However, any TradeMutt or TIACS logos, patches or labels may not be covered or removed from the shirts.

 

SALES AND BOGO DEALS

All sales, buy one get one and other deals are only valid for orders placed within the sales period. Sadly we can not honour these sales offers or make any changes to orders made outside of these times.

We offer a store credit on any sales returns

CURRENT OFFER: $99 Mystery Mutt Packs (Over $300 RRP value). No Returns

CURRENT SHIPPING TIMES

Please allow a 2-4 day warehouse processing time and 7-14 days for delivery with standard shipping.

 

SHIPPING EXPENSE

We offer Australia Post Rate Shipping within Australia. All orders over the value of $200 will receive free express postage.

Please note: Bulk discounted stock now has a $20 per carton postage and handling fee to due increased fuel and logisitics costs

 

MY PARCEL HAS NOT ARRIVED, WHAT DO I DO?

Please note that due to the COVID-19 pandemic, Australia Post is experiencing a significant backlog of orders. This means that Australia Post can sometimes be up to 5 days later than estimated on their tracking but please note that orders do sometimes get lost. So, if your order is later than 5 days from predicted arrival please contact hello@trademutt.com or call 0447 432 070 and we will follow up your order and see where it is.

 

WHAT FREIGHT SERVICE DO YOU USE?

We use a 3PL social enterprise called Send-Able, they pick, pack and warehouse all TradeMutt Products. Australia Post E-Parcel then picks up and delivers each order.  

 

WHERE IS MY ORDER BEING SENT FROM? 

All orders are sent from a warehouse in Tingalpa, QLD.

 

HOW OFTEN DO YOU DISPATCH ORDERS? 

We aim to dispatch all orders the day after they are placed. However, please note that there have been times where our supply chains have been disrupted or our 3PL has been overwhelmed with orders meaning that dispatch has taken longer than usual.

 

I LIVE IN BRISBANE, CAN I PICK UP MY ORDER? 

Unfortunately, we don’t have the capability to facilitate pick-up orders at the moment. If you need your order ASAP we suggest placing an express post order and emailing hello@trademutt.com and we will do our best to get your order dispatched straight away.

 

I AM GETTING AN ERROR MESSAGE AT CHECKOUT, HOW DO I FIX IT?

If you are getting a shipping error it will be an issue with your suburb and postcode not aligning. Easiest way to double check your address is to google it and ensure it comes up on a map.

 

WHAT DO I DO IF I HAVE MADE A MISTAKE WITH MY ORDER?

Email hello@trademutt.com ASAP or call 0447 432 070 so we can update that.

 

WHERE CAN I TRACK THE STATUS OF MY ORDER? 

When you place and pay for your order you will receive confirmation of this via email. When your order is dispatched you will receive another email that includes an AusPost tracking number and link in it. This tracking number will tell you when you can expect to receive your order.

 

CAN I PRE-ORDER A PRODUCT THAT IS NOT FOR SALE YET? 

Sadly, we are unable to take orders for garments that are not available on our website. If a product is unavailable in your size, we suggest signing up for an out of stock notification.

 

WHERE CAN I LOCATE MY TAX INVOICE?

It is attached on your order confirmation email mate, if you still can’t find it, email hello@trademutt.com and we can get you another copy out

 

INTERNATIONAL SHIPPING

We absolutely offer international shipping however due to Covid-19, we are experiencing extremely long delays. Some up to 3 months, so please note this when placing your order and expect delays. You will also be provided a tracking number so that you can track your parcel.

HOW DO I RETURN AN ITEM?

Just hit this link HERE to go through to our returns policy and follow the steps.  

 

WHAT IF I HAVE WASHED MY SHIRTS CAN IT STILL BE RETURNED?

Sadly no, the garment needs to be in NEW condition unwashed and original tags on. Please note all undergarments are unable to be refunded.

 

WHAT HAPPENS IF MY PRODUCT DOESN'T FIT?

No problem, just follow our returns policy HERE. 

 

MY ITEM IS FAULTY, HOW DO I ORGANISE A REFUND?

Sorry to hear there has been an issue with your order. Please click HERE for an exchange, refund or a credit. You can also email us ASAP on hello@trademutt.com or 0447 432 070.

 

I RECEIVED THE WRONG ITEM, WHAT DO I DO NOW? 

We are so sorry to hear that you received the wrong item, we hope you can understand that sometimes we make mistakes. Please contact our customer support on hello@trademutt.com or 0447 432 070 so that we can sort this out for you.

 

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?  

The entire returns process depends on your location as it can take 2 to 15 business days for your return to reach us from when you hand it over to the courier. Once your return reaches us, we process your refund/exchange. We will keep you updated via email along the way.

 

I ACCIDENTALLY ORDERED THE WRONG PRODUCT, CAN I CHANGE IT BEFORE IT IS SENT? 

There is a small window of time where we are able to make changes to an order. Please email hello@trademutt.com as soon as you notice the mistake and we will do our best to update it for you. If your order has already been dispatched by the time you realise the mistake, please follow our exchange process HERE.

 

CAN I ADD AN ITEM TO MY ORDER ONCE I HAVE PAID FOR IT? 

There is a small window of time where we are able to add items to an order. Please email hello@trademutt.com as soon as you notice the mistake and we will do our best to update it for you. If your order has already been dispatched by the time you realise the mistake, you will need to place a new order with the item you forgot.

 

WHAT ACCOUNT WILL MY REFUND GO TO?

Money will be refunded to the payment method that was used for the original order. Unfortunately, we are unable to change where refunds are directed.

 

LATE OR MISSING REFUNDS

Please note that your refund won't be processed until we receive the garments you are returning and once your refund is officially processed it can take up to 5 business days for the funds to appear in your account.

If you are concerned about not receiving your money, we suggest that you contact your bank or credit card company first as there is often some processing time before a refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us at hello@trademutt.com and our customer service team can help you out.

ARE THERE BULK ORDER DISCOUNTS?

Yeah mate, our discount rates start at 10 units and above. For more information, shoot us an email at sales@trademutt.com and we can get you and your crew decked out ASAP.

 

DO YOU TAKE ON WHOLESALE ACCOUNTS AND/OR CAN I SELL TRADEMUTT IN MY OWN STORE? 

Unfortunately, we don’t have the capacity to fulfil wholesale orders at the moment.  

 

WHERE CAN I LOCATE MY TAX INVOICE? 

It should be attached on your order confirmation email, if you can’t find it, email hello@trademutt.com and we will send you another copy out.

 

CAN YOU CREATE A CUSTOM DESIGN OR PRINT FOR MY BUSINESS? 

SURE CAN LEGEND! Check out our custom order process HERE.

 

TradeMutt shirt are not be be sold after purchase unless authorised as as official wholesaler or reseller.

WHAT IS A SOCIAL ENTERPRISE?

Social enterprises are businesses that trade to intentionally tackle social problems, improve communities, provide people access to employment and training, or help the environment.

 

WHAT CHARITY ARE PROCEEDS DONATED TO? 

Proceeds are donated to This Is A Conversation Starter (TIACS).

 

HOW DO I ACCESS THE TIACS SUPPORT LINE?

Easy, you can text or call 0488 846 988 or head to their website TIACS.org  

 

HOW MUCH MONEY DOES TRADEMUTT DONATE TO CHARITY?

5% of all TradeMutt sales are donated directly to TIACS.org

 

CAN I MAKE A DONATION DIRECT TO TIACS?

Absolutley, jump onto the TIACS website HERE.

CAN I PURCHASE A GIFT CARD?

100% you can, click HERE to purchase a gift card.

 

WHY ISN’T MY GIFT CARD WORKING? 

We are so sorry to hear that your gift card isn’t working, if you email hello@trademutt.com we can check that everything is okay on our end and get this sorted for you.

 

IS THERE A TRADEMUTT RETAIL STORE?

No we are 100% online. We do not house any product at the Mutt Hutt.

 

HOW DO I LISTEN TO TRADEMUTT RADIO?

On all good podcast apps, just search TradeMutt or jump on and watch it on YouTube HERE.

 

HOW DO I SUBMIT A HUMANS OF TRADEMUTT STORY?

We would love to hear your Humans of TradeMutt story, please send it through the contact page HERE.

 

WHERE IS TRADEMUTT LOCATED?

Our HQ is based in Brisbane, Australia.

 

IS TRADEMUTT AUSTRALIAN OWNED?

100% Aussie owned Cobba!

 

WHAT IS THE TRADEMUTT CONTACT NUMBER AND EMAIL?

You can contact us on our contact page HERE or call us directly on 0447 432 070 

 

HOW DO I SUBMIT A PHOTO?

To submit a photo wearing your Trademutt please click HERE to share! Make sure you include if you would like us to repost them in your message.

 

HOW DO I BECOME THE TRADEMUTT BUSINESS OF THE MONTH? 

If you reckon you have what it takes to be TradeMutt’s business of the month, send us an email at hello@trademutt.com

 

CUSTOMER SERVICE INQUIRIES

We're online everyday and here to help. We are working really hard to get through all customer service inquiries, however with the large volume of emails and phone calls it can take up to 2-5 business days to get back to you. We are working towards making this a quicker and more accessible process and we thank you for your patience.

Last Updated 7th March 2022