Shipping policy
SHIPPING POLICY
When will I get my order?
We want to be as transparent as possible, so we need to highlight our shipping process:
You may notice when you order from us that some products will be in different shipments. This is because the items we make are sent directly from our suppliers, or from our studio, to reduce our overall carbon footprint.
We have split the items into groups to better understand how long your products will take.
Group 1 - Embroidered Items
The first group are our new embroidered items, which are made in, and shipped from our studio in Tathra, NSW. Deliveries usually go out on Monday, or Tuesday on a public holiday. If we are making an item to order, this can take 3-5 business days for fulfilment. We use Australia Post Standard which takes 2-8 business days to ship. We have the additional option of Express Shipping for these items, which takes 1-4 business days to ship.
Group 2 - Printed T-shirts
These tees are printed by one of our two Australian print shops. They are sent directly to you via them. Fulfilment can take 2-5 business days. They use Australia Post Standard shipping which takes 2-8 business days to ship.
Group 3 - New Board Shorts & Aprons
These items we are now able to make in small batches - woo hoo! Which means the stock we have is shipped from Tathra, NSW. Deliveries usually go out on Monday, or Tuesday on a public holiday, and we use Australia Post Standard which takes 2-8 business days to ship. We have the additional option of Express Shipping for these items, which takes 1-4 business days to ship.
Group 4 - Plus Size Board Shorts & Rash Guards and Yoga Wear
These items we chose for their quality and the ability to make to order one at a time ethically. These are printed, cut & sewn by our supplier in America. Being able to make to order the additional sizes of board shorts means that we can be more inclusive. Usually, these items take 2–5 business days to print, make and package, after which the order is shipped out via DHL. Allow extra time (15-25 days) for these deliveries. As with any order from overseas to Australia, orders over $1000 for items in this group may incur customs & duty fees.
Orders with Multiple Items
** If your order contains multiple items from different groups, they will be sent as separate shipments. This ensures that your products arrive as quickly as possible, but may mean additional shipping costs.
Note: If your order is over $150, standard shipping for the entire order is free.
Orders with Group 1 & Group 3 items will arrive together in the same shipment.
Will I be notified of my order status?
You will receive tracking details via Australia Post or DHL within your email when the item is dispatched. You will receive an additional email when your item arrives. Delivery is within business hours and if the address is unattended, a card will be left or you will be notified and the item will be at your local post office for collection.
My order should be here by now, but I still don't have it.
What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at hello@piste-and-trail.com.au with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
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Currently shipping only to customers residing in Australia on our Australian store, and UK customers in our UK store. Change the location of our store at the bottom of the page.
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We have partnered with RedBubble for any International customers looking for our printed products, which will be subject to RedBubble’s policies and shipping costs and timeframes.
Please head to our Redbubble page for links to our RedBubble store. Please don't contact us through here for refunds if you bought any our products through the RedBubble site, instead, the lovely customer service team on their website should be able to help you out.
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For further assistance please email us at hello@piste-and-trail.com.au