Frequently Asked Questions
Q. Are my payment details secure with your website?
A. Absolutely. We have varinode verification, are level 1 PCI DSS compliant, and use 256-bit SSL encryption to protect the connection between you and our website. Our store is powered by Shopify which is the largest e-Commerce platform on the planet, used by millions of large online stores.
Q. Where do you ship?
A. We ship worldwide, with the exception of the China mainland.
Q. How long will it take to arrive?
A. Deliveries can take up to 2-4 weeks depending on your location and the time of the year. This is not a guarantee however and timing may vary, we are a slave to the postmaster - once it leaves our warehouses we can't control every aspect of delivery. If an item does not arrive within this time frame, please contact us and we will make it right.
Q. I made a mistake with my order, how can I fix it?
A. If you made a mistake with your order (incorrect address, incorrect size selection etc). You have 24 hours from the time of purchase to contact us - if you fail to contact us in this time, it is likely your order has already been dispatched or has entered production (for printed apparel and accessories).
If you gave us the wrong address and the item has been dispatched, sorry there is nothing we can do - we are not magicians, we can't magically change the label on your item by telekinesis, it is no longer in our hands. The only advice we can give is to contact your countries postal service and see if they can intercept the package.
If the parcel ends up being returned to us, we can ship it out to your again at your cost (ie. You will need to pay the shipping & handling fees again).
Q. I ordered something but never received an order confirmation or receipt. What gives?
A. All of our order confirmation and receipt services are fully automated. If you did not receive an order confirmation, it is extremely likely that you made an error when entering in your email address (everyone is human, we make mistakes too!) It is also possible that our emails are going into your junk folder, or that your inbox is full and not accepting mail.
Please contact us if you did not receive your order confirmation, and we will update your email address and resend it!
Q. I have ordered a product, but haven't got my tracking number yet! What the hell?
A. Most products will be dispatched within 3 business days, custom printed products (shoes, pillows, bags, t-shirts, hoodies etc.) may take a little bit longer to ship. When your item has been dispatched, you will receive a notification via email and Facebook messenger (if you enabled it during checkout).
Sometimes certain payment types take a while to clear (such as PayPal eCheques). Your item will not be shipping out until your payment has cleared.
Q. OK - I got my tracking number, but I can't track the item! Is my tracking number wrong? Are you ripping me off?!
A. No, your tracking number isn't wrong and we certainly are not ripping you off! Tracking numbers can take several days (and in some rare cases, up to 10 days) to become active in the tracking system. If you have received a shipping notification and a tracking number then rest assured your item is on the way.
Check the tracking number every day until it becomes active.
Q. Where do I check the tracking number?
A. We recommend firstly to use your countries national postage service to attempt to track the item, if it is in the country then it will appear in there.
If you are not in one of the 5 countries above, you can use your local post tracking service (if you don't know it, try a google search - or ask your Mum...) or, you can use 17Track, which is an all-in-one package tracking website.
If it has been 10 days, and you still can't see your tracking number active on either 17Track.net or your countries postal service - please contact us.
Q. I ordered multiple products, but only received one of them! Where is the rest?
A: We sources from multiple warehouses all across the world, due to this fact items are often sent from different locations, and are in separate packages. You additional items are on the way and should not be too far behind!
Q. If I am not satisfied with my purchase, can I get a refund?
A: If you are not satisfied with your purchase, you may request for an exchange, replacement, or refund within 30 days of receiving the order. Return restrictions are detailed on our Refund Policy page.
Free promotional items (such as 'Just Pay Shipping') items are not eligible for a refund. Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
There are also restrictions on Clothing items that have been worn, cosmetics, and undergarments. We are also not obliged to offer an exchange or refund on items which are the incorrect size (we have sizing charts for a reason). However, please contact us as we will treat each case on an individual basis.
If an item is defective, we will either replace it at no cost to you, or you can return it for a full refund.
Q. I have a different question...
A. Please contact us.
Basic Refund Policy:
- Retail Items: These have a full 30-day refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
- Clothing & Cosmetic Items: Clothing items such as t-shirts, underwear, and/or cosmetic items cannot be returned or replaced unless they are defective. If they are defective we will send a replacement or provide a refund. Ensure you select the correct size, as we will not be liable for incorrect sizing selections (the sizing charts are on the product pages for a reason).
- Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.