FAQs


Production & Shipping

01


Current timeframes

Due to Covid-19 and the increased demands on our supply-chain, we are still experiencing delays on orders.  Standard orders are currently taking approximately 15-20 days to produce.  In combination with Australia Post shipping delays, the current expected turnaround (production + shipping) is 3 weeks.

We appreciate your patience and support during this time.

02


How long do orders normally take?

Orders usually take 7-12 business days to order, print and deliver.

If you need your order by a certain date, you are welcome to phone our print partner TBP direct on 0738540608 or email: hello@merch.support.  We are only a call or email away.

03


Domestic Post & cost

We offer free local shipping when you spend $150+

Regular Australia Post (production time + 2-7 days delivery) - $10 flat rate delivery. A tracking number is emailed once dispatched.

Express Australia Post (production time + 1-day delivery) - $15 for the first item, then $1 extra per item after that. Express post is typically overnight unless you live in a rural location.

*COVID NOTICE: Australian Post is experiencing delays to regular and express services.  To find out the latest Domestic updates, click here.

 

04


International post & cost

International Post (production time + 4-40* days delivery) - $15 flat rate delivery. A tracking number is emailed once dispatched.  Please note, customers are responsible for any import taxes/duties that may apply to your order.

*COVID NOTICE:  International shipping times during Covid are unpredictable.  We apologize for any inconvenience cause and thank you for your support.  To find out the status of your country (International Updates) click here.

05


Shipping guarantees

We guarantee our processing and printing timeframes, however in the unlikely event that one of our couriers makes an error (Australia Post, Startrack, Toll Priority and Fastway), we are happy to refund your shipping costs in full.

If you order a rush express order and your location is rural, international or not covered by the Australia Post National Express Post Network then we cannot take responsibility for shipping timeframes.

06


Need your order by a certain date?

If you need your order by a certain date, you are welcome to phone our print partner TBP direct on 0738540608 or email: hello@merch.support.  

Please contact us so we can look after you, well before your due date.  We are only a call or email away.

returns & exchanges

01


Returns

To make things as easy as possible, you can return anything back in the condition it was received within 14 days of receipt of purchase, or (in cases beyond our control such as Covid-19), within 7 days of delivery of your purchase, for a full refund, store credit, or to swap for a different product.  We will organise a replacement /refund for you if the order meets our user agreement/return policy.  

Can I change or stop my order?

Once an order has been placed, our print partner’s production engines crank into action, and we cannot edit or cancel it.  For this reason, we suggest double checking your order/s, and consulting our style and sizing page to make sure your order is precisely as you would like it. 

02


Accepted Returns

Only Items that are faulty/damaged or have a faulty print may be returned.  

We do not refund or exchange for change of mind, errors in your own uploaded artwork, shipping or stock delays, or if the customer chooses the wrong garment size.  We do not accept items that have noticeable wear or makeup stains.

#Note: sizing measurements online are within +-1.5cm, anything outside of this is faulty. Print dimension / print placement measurements are within +-1cm and anything outside of this is faulty.  

Clients must ensure that the artwork, qty and shipping address is correct before payment is made. We do not accept returns for errors made by any of our couriers when Teehuggers has dispatched to the correct address by the due date.

03


How to return

In the unlikely event that you're unhappy with your product please follow these instructions to return/receive a new product:  Email our print partner TPB at hello@merch.support.  with;

  • The date of your purchase
  • Your order number
  • What you would like to return
  • Why you want to return it
  • A photo highlighting the fault/damage

Once we have received this email we will organise a replacement /refund for you if the order meets our user agreement/return policy. You may have to return the product back to Teehuggers. Note: Teehuggers does not cover return shipping.

garment enquiries

01


What styles do you offer?

We have two categories to choose from 'Maple Fit' and 'Willow Fit'.  If you like your tees classicly boxy, check out our maple fit range.  If you like them a bit more svelt/curvier, check out our willow fit range.  

Currently within the Maple Fit range we offer the 'Savanna Tee' in standard, long-sleeve and sleeveless.

Currently within the Willow Fit range we offer the Tundra tee in standard and short-sleeve dress.

 Please check out our style and sizing page for more detailed information and to see our tees on trees (um, models).

02


Why don't you categorize products by gender?

We create gender fluid clothing because we believe in equality, diversity and inclusivity. We make clothes for anyone to wear, of any age or gender identity. The site and store are a safe space and we believe people should wear the clothes that they want to.  ALL items on the site are unisex, and Teehuggers proudly supports the idea that we should all dress in whatever makes us feel good, without judgement.  T-shirts don't discriminate, and so why should we?

03


How do I know my garment will fit?

Please consult our style and sizing page to be sure your t-shirts will fit.

 On the style and sizing page, you will find handy measurement charts for each style, and be able to see your tees on trees (um models).  

The best way to get a good fit is to measure one of your favourite t-shirts, that you already know fits you well.

04


How do I wash my printed garments?

We're at the forefront of print technology. If you care for the garments well, they'll last for years to come.

To maximise the lifetime of your new custom items, make sure you follow the steps below:

  • Delicate/gentle wash with cold water
  • Wash inside out
  • Only iron inside out (if you absolutely must)
  • Do not tumble dry
  • Do not dry in direct sunlight

05


My size &/or favourite colour is missing!

If you notice a size or colour missing in the dropdown menu, our supplier may temporarily be out of stock.  It is rare for this to happen, however with Covid-19 it has become more likely.  If you have any questions regarding temporarily missing sizes and/or colours, you are welcome to phone our TBP eco-factory direct on 0738540608 or email hello@merch.support.  

*In the extremely rare instance, that stock becomes temporarily unavailable, after you’ve placed your order, we'll be in touch, to see whether you'd like to wait or replace the item.

06


How do I create my own tee/s?

We don't want you to keep your ideas, passions, quotes or favourite photos to yourself!  We want to help you make your custom t-shirt designs a reality. 

For our design advice, click here.

Don't need advice?  Jump straight in to our create a tee page.

Is my intellectual property is safe?

We're legally bound by copyright & intellectual property laws to keep your work safe, and over the years, our print partner TPB, has printed for many artists, businesses and events with great ideas. Our internal framework ensures your great ideas and designs are kept safe and secure. 

order enquiries

01


Who is TPB?

TPB (The Print Bar) is our award-winning, eco-friendly, Australian print partner, located in the heart of Brisbane.  We call the TPB factory our ‘Mothership’ :).  They are where our tee designs (and yours!) become material reality (excuse the pun :) ).

Feel free to direct any order enquires straight to TPB, because (being the mothership) they are always one second in-the-know before the rest of our team!

02


Why does my email say it's from TPB and not Teehuggers?

Please read the previous Q&A (Who is TPB?) before reading this Q&A.

You can expect your order, tracking number and shipping updates to come straight from our eco-friendly print partner TPB.

TPB will email you to let you know when your order has been received and provide you with a tracking number.

TPB is also available to answer all your order enquiries .  You can phone TBP customer service on0738540608 or email: hello@merch.support.  

03


What's the current status of my order?

To get an update on your order, please login to your customer portal to view your order.

If your order says ‘shipped’ it means it’s on its way and we advise using the tracking number that we provide you via email, to locate it’s whereabouts and approximate arrival. 

04


My order is late, what can I do?

If you haven't heard from us and the due date on your invoice has passed, please give us a call and we'll be able to chase this up for you. If you have a date or event you need your tees for please get in contact with us before you need them so we can ensure you get them on time.

You are welcome to phone our TBP Eco-factory direct on 0738540608 or email: hello@merch.support.

05


I've received my order and something's not quite right, what can I do?

It's a bummer when things aren't quite right, so please get in touch, so we can look after you.

You can contact our print partner TBP direct on 0738540608 or email: hello@merch.support.  

We are only a call or email away, and your satisfaction is what creates ours! :).

06


I want to buy t-shirts for my club, is there a limit on how many I buy?

Sky is the limit!  Because we print on demand, there are no minimum or maximum orders.  And we offer these bulk discounts:

  • 5% off for 5 garments
  • 10% for 10 garments
  • 15% for 15 garments
  • 20% for 20 garments
  • 25% for 50 garments

 

Environmental sustainability

01


Do you care for the environment?

Yes, this is the reason we created Teehuggers, to care for the environment and to help rewild Australia :).

✓  100% Organic Products  

✓  Eco-friendly, water-based inks

✓  Plant-based, home-compostable packaging

✓  Ink carts recycled with the Cartridges 4 Planet Ark Program*

✓  Waterless printing

✓  100% Cotton = 100% Vegan

✓  Garments from ethically-accountable manufacturers (sweat shop free/no child labour)

✓  WRAP & GOTS Certified

*For more information visit our story page

02


What is 'slow fashion'?

As a tree hugging team, we consider ourselves extremely lucky to be part of the environmentally sustainable ‘slow fashion’ revolution.  We print digitally and only on demand (POD), which means we never have unsold inventory, hence never contribute to landfill.  By printing digitally we’re able to use less energy, no water and no toxic dyes.  'Fast fashion’ is what is hurting the planet, through pollution and waste, and so although your POD product may take a bit longer to produce (hence a bit longer to arrive), we're pretty sure, like us, you won't mind.  As long as we’re all doing our best to treat Mother Earth with the kindness and respect she deserves :).

03


Do you give to charity?

Teehuggers donates a percentage of every sale to Planet Ark’s Seedling Bank (to get native plants into the ground where they're needed most)and 100% profit from our ‘featured tees’ supports animal welfare and/or the protection of Australian habitats.  *For more information about The Seedling Bank visit our story page.

To see this month’s featured tee, click here.

Our ink carts are recycled with the Cartridges for Planet Ark Program.  C4PA is an innovative recycling program that ​​delivers a zero waste to landfill promise and is constantly finding innovative ways to turn old cartridges into new products. ​​​​​

 

general

01


How long have you been running?

Teehuggers sprouted in December 2020, in response to the Covid-19 lockdowns and Mother nature’s call to ‘change our ways’.  As a business, we want to create positive, long-lasting change and we believe, if we all start wearing organic t-shirts (the most popular clothing item in the world), we can!

02


Do you give to charity?

Teehuggers donates a percentage of every sale to Planet Ark’s Seedling Bank and 100% profit from our ‘featured tees’ supports animal welfare and/or the protection of Australian habitats.  For more information about us & the seedling bank visit our story page. 

To see this month’s featured tee, click here.

03


What currency do you use?

By default, all products are displayed in Australian Dollars, however you can select your currency in the dropdown menu, located in the top menu bar.

04


Is it safe to pay online?

Our website checkout system is SSL secured, which means that a system is in place (using encryption) to secure & protect transactions.  Our online payments are hosted by the Commonwealth Bank and Braintree, and payments are also available through PayPal, which means your hard-earned cash is always safe.

05


What if I don't have paypal?

You don't need a PayPal account to check out with our website, you can simply enter your Visa, Amex or Mastercard details into our checkout system which is completely secure.

 

06


How do I use the online designer?

Our Online Designer is made to help you lay down your great ideas with a host of decorative options; text and designs.  If you are uploading your own design, make sure it's crisp! :)  PNG (300dpi), EPS or Vector PDF are the best print files for us, but you can upload JPG's too.  For detailed design advice, click here.

07


What type of printing do you offer?

We offer direct-to-garment (DTG) digital printing, using the most advanced, eco-friendly printing equipment in Australia.  By printing digitally we’re able to use less energy, no water and no toxic dyes.  Our ink carts are recycled with the cartridges for Planet Ark Program.

08


What's your t-shirt & print quality like?

Our print partner TPB has the most advanced printing equipment in Australia, offering unparalleled colour matching and detail, making Teehuggers’ products, some of the finest printed garments in the country.  

And the tees themselves?  So soft!  We source our 100% organic tees from the multi-award winning, eco-friendly, NZ company As Colour. For more details, see our process page.

09


I've got some feedback for Teehuggers, who do I talk to?

We really appreciate feedback! Positive or negative. We go through every piece of feedback and create processes around it, so if you can email us at support@teehuggers.com.au we will use your feedback to improve our services for the future!

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