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?

We’ll yell REALLY LOUDLY… just kidding! You can sign up for out of stock notifications on each product page or sign up for our mailing list HERE.

 

DO YOU HAVE A SIZE GUIDE?

Bloody oath we do mate! You can find it HERE.  

Please just do us a favour and remember that the measurements are taken on a flat garment.

 

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

Sadly we can’t stock everything, but we do love hearing all of your exciting new and innovative ideas! You can email them to hello@trademutt.com where we might just end up bringing out something new because of it!

Or if you and 299+ mates want to get your own custom TradeMutt products we can sort you out! (Minimum order quantity of 300+ units) Go HERE or email shannen@trademutt.com to learn more.

 

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? 

Some of them are! We’ve got a mix of full print shirts, hi vis shirts and lifestyle products. You can tell which is which by the block top and the 3M tape. The product descriptions outline what specifications each product meets for AUS/NZS standards. So you can stay highly visible and stylish!

 

WHERE CAN I TRY ON A SHIRT? 

Check out our stockist map HERE to see where you can get your mitts on a TradeMutt shirt! Alternatively, if you happen to get the wrong size when ordering on our website you can exchange it for a different size or receive a store credit - winner winner!

 

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

We’ve got a core collection of three prints and then limited edition prints that are released throughout the year. The limited edition prints are, believe it or not, limited! So if you can’t find it on the website then it is likely gone.

 

WHAT HAPPENS TO YOUR EXCESS STOCK? 

We don’t like waste so we take all of our stock that doesn’t get sold and up-cycle it so it can have a better life! This is where things like our scrunchies and boot skadoots come from!

 

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

That’s okay mate! When placed in a composting environment, compostable packaging breaks down into a natural or organic state. 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?

The TradeMutt team is sitting here patiently with their embroidery needles and hoop at the ready!

Yes! We do embroidery (with sophisticated machines not by hand!). You can check out the details HERE or email our team on hello@trademutt.com to get started!

Please note a $20 cancellation fee will be charged on cancellations and in addition the set up fee is non-refundable.

 

CAN I GET MY OWN EMBROIDERY DONE?

Of course mate! We love it when workplaces jump on board with TradeMutt and Funky Shirt Fridays! However, any TradeMutt or TIACS logos, patches or labels may not be covered or removed from the shirts. We also offer embroidery, if that is something you’re interested in!

 

ARE THERE BULK ORDER DISCOUNTS?

There sure are! Have a yarn to our sales legends at sales@trademutt.com or 0447 432 070 and they’ll sort you out in no time. Our discount rates start at 10 units and above.

 

SALES AND BOGO DEALS

All sales (including BFCM), promotions and buy one, get one deals (as well as other deals) are only valid during the time period listed on our website and advertisements. Outside of these times we cannot honour these sales or alter orders, INCLUDING EXCHANGES/REFUNDS. Contact our customer service team by emailing hello@trademutt.com or calling 0447 432 070 if you have any issues with your order.

CURRENT SHIPPING TIMES

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

Please note: During busy sales periods these times may vary.

 

SHIPPING EXPENSE

Within Australia, we offer Aus Post Rate Shipping! All orders over the value of $200 will receive free postage.

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

 

MY PARCEL HAS NOT ARRIVED, WHAT DO I DO?

Panic.

No, please don't do that. Keep calm and follow some simple steps and we’ll look after you!

  1. Check to see that you’ve received a dispatch notification email
  2. Check your tracking number to see where your order might be

If you are still unsure about where your parcel might be please contact Australia Post on 13 76 78 or our customer success team by emailing hello@trademutt.com or calling 0447 432 070 and we’ll sort you out!

Please note that because of the run on effects of Covid-19, Aus Post is continuing to experience a backlog of orders. They can sometimes deliver a parcel up to 5 days later than estimated, if it has been longer than this time frame please get in touch

 

WHAT FREIGHT SERVICE DO YOU USE?

After our busy pickers and packers get your order ready Australia Post E-Parcel then picks up and delivers each order.

 

WHERE IS MY ORDER BEING SENT FROM? 

All orders are sent from our warehouse in Darra, QLD.

 

HOW OFTEN DO YOU DISPATCH ORDERS? 

We do our very best to get orders dispatched the day after they are placed. However, life can get in the way and throw a supply chain disruption or overwhelming number of orders our way which can make the dispatch time longer. If you have any concerns email hello@trademutt.com or call 0447 432 070 and we can help you out!

 

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

Unfortunately, as an operating warehouse, we do not have the capacity to take visitors. However, if you email hello@trademutt.com or call 0447 432 070, we’ll do our best to make sure you get your order when you need it!

 

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

If you are getting a shipping error it might 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.

Failing that - flick an email to hello@trademutt.com and we’ll sort you out!

 

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

Uhoh! No worries mate, we all make mistakes. Flick an email to hello@trademutt.com ASAP or call 0447 432 070 and our team will do their very best to fix it for you.

P.s. Our customer success team works Mon-Thur, 9am-4pm, so won’t be responding on weekends.

 

WHERE CAN I TRACK THE STATUS OF MY ORDER? 

If you have an account with us you can track the status of your order HERE. You should have also received emails confirming your order and dispatch! If you have any questions email hello@trademutt.com and we’ll be able to help you out with where your order might be!

 

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

Sadly, we cannot take orders for products that are not on our website or in our warehouse. If something is just out of stock then it might be coming back! In this case we suggest that you sign up for the out of stock notifications so you can be the first to know when they come back! If you’re unsure just email hello@trademutt.com and our customer success team will help you out.

 

WHERE CAN I LOCATE MY TAX INVOICE?

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

 

INTERNATIONAL SHIPPING

Lets get some more colour out and about in the world! We absolutely offer international shipping - you should be able to change the destination country at checkout. If you hit any snags please email hello@trademutt.com and we will be able to help you get your order. Please note, due to the run on effects of a global pandemic, shipping times have been extremely delayed.

HOW DO I RETURN AN ITEM?

We’ve made it as easy as it can be! All you have to do is follow this link HERE 

Just a heads up that we have a return period of 14 days.

Please note: We can not honour international exchanges and or returns.

 

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

Unfortunately not mate, if you plan on returning something it needs to be in a NEW and unwashed condition with original tags still attached. Please note that socks and undies cannot be returned, refunded or exchanged.

 

WHAT HAPPENS IF MY PRODUCT DOESN'T FIT?

No worries mate! All you have to do is follow our returns instructions HERE. 

 

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

We’re sorry to hear that there’s been an issue, we’re humans and we do make mistakes! But we’re happy to help you out, click HERE to start your exchange, refund or credit. Feel free to reach out to us on hello@trademutt.com or 0447 432 070 to get sorted!

 

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

Sorry about that legend! Things at our warehouse can be quite hectic and as humans we can sometimes make mistakes. Please email hello@trademutt.com or call 0447 432 070 and our customer success legends will rectify the issue.

 

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?  

It depends where you are mate, 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, if you have any questions along the way please email hello@trademutt.com.

 

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

We’ve all been there, trust us! There is a small window of time where we can make changes - so 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?

Whatever payment method you used to buy it will be where the money is refunded too. Unfortunately, we cannot change or alter where refunds are directed.

 

LATE OR MISSING REFUNDS

Before you start to panic please note two things:

  • Your refund won't be processed until we have received 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 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?

Buy bulk and save! Our discounts start at 10 units and above. If you want any more information or want to get the ball rolling on some funky TradeMutt workwear just email sales@trademutt.com or call 0447 432 070 and our team will sort you out!

 

CAN I ADD EMBROIDERY TO MY ORDER AFTER PLACING MY ORDER ONLINE?

Please be aware that all embroidery orders must be placed directly through our sales team. For assistance, contact us at hello@trademutt.com or call 0447 432 070 (ext. 2).
Embroidery cannot be added to orders placed online after a sale.

 

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

We sure do! Our man Shannen is the guru for all things wholesale, email Shannen@trademutt.com or call 0447 432 070 and let’s get some TradeMutt into your store!

 

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? 

We thought you’d never ask!

Of course you can, we’ve got the whole thing down pat. Check out our custom order process HERE.

P.s. TradeMutt shirts are not to be sold after purchase unless authorised as an official wholesaler or reseller.

WHAT IS A SOCIAL ENTERPRISE?

Social Enterprises are an innovative breed of businesses that exist to create a fairer and more sustainable world.

Social Enterprises must do three things:

  • Have a defined primary social, cultural or environmental purpose consistent with a public or community benefit, and
  • Derive a substantial portion of their income from trade, and
  • Invest efforts and resources into their purpose such that public/community benefit outweighs private benefit.

TradeMutt is an accredited social enterprise and social trader!

 

WHAT CHARITY ARE PROCEEDS DONATED TO? 

50% of our profits are donated to This Is A Conversation Starter (TIACS). TIACS is a free text or call mental health support service that was co-founded by Dan and Ed, the same two blokes that started TradeMutt!

 

HOW DO I ACCESS THE TIACS SUPPORT LINE?

It’s easy mate! Text or call 0488 846 988 or head to their website TIACS.org.

 

HOW MUCH MONEY DOES TRADEMUTT DONATE TO CHARITY?

We’re an accredited social trader, which basically means that we donate at least 50% of our profits directly to TIACS.org!

TIACS was founded in 2020 by Dan and Ed (the two blokes who started TradeMutt) with the aim to remove the physical and financial barriers to accessing professional mental health support. TIACS is available Mon-Fri, 8am-10pm, text or call on 0488 846 988, completely free of charge.

 

CAN I MAKE A DONATION DIRECT TO TIACS?

You sure can mate! It’s even tax deductible! Just jump on the TIACS website HERE.

CAN I PURCHASE A GIFT CARD?

Mate of course you can! Click HERE and you’ll be on your way to giving the best gift ever.

 

WHY ISN’T MY GIFT CARD WORKING? 

Oh no! Flick an email to our customer success legends on hello@trademutt.com and we’ll get everything sorted for you!

 

IS THERE A TRADEMUTT RETAIL STORE?

Not exactly! TradeMutt itself is 100% online (with the exception of a stall at the Gympie Muster each year) but we do have some legendary wholesalers on board that have our shirts in their stores - you can check them out HERE.

 

HOW DO I LISTEN TO TRADEMUTT RADIO?

You can listen to Dan and Ed shooting the shit every Friday morning on all good podcasting apps or on YouTube by searching “TradeMutt”!

 

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?

TradeMutt HQ is located in Brisbane, Australia!

P.s. I know we look like a whole bunch of fun, but most days we’re head down bum up (we are an operating business after all) so unless you have an appointment please don’t drop by our office! We’re always happy to chat over our socials or email.

 

IS TRADEMUTT AUSTRALIAN OWNED?

100% Aussie owned Cobba!

 

WHAT IS THE TRADEMUTT CONTACT NUMBER AND EMAIL?

You can call us on 0447 432 070 or email us on hello@trademutt.com

P.s. We let our customer success team enjoy their weekends so please be patient and we’ll try and get back to you when we’re back on Monday morning!

 

HOW DO I SUBMIT A PHOTO?

Flick it though to hello@trademutt.com or send us a DM on Facebook or Instagram! Make sure to include whether or not you are okay for us to reshare the image.

 

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 ENQUIRIES

We’re here and we’re happy to help! With a large volume of emails and phone calls we might not be able to get back to you immediately - please be patient with us! We are working towards making this a quicker and more accessible process and we thank you for your patience.

Last Updated 6th March 23