FAQ
The Short Version: We print your gear to order right here in Australia to keep things fresh. Because it's custom-made just for you, we can't swap it if you order the wrong size or change your mind. Measure twice, order once.
📦 Shipping & Production
How long does shipping take?
Because we run a print-on-demand setup via our printing partner, Gelato, your gear doesn't actually exist until you hit the buy button.
- Production: About 2–4 business days to print your custom tee, hoodie, cap, or mug.
- Shipping: Once printed, domestic delivery across Australia typically takes 3–6 business days.
- Total: Expect your package in 5–10 business days. Still significantly quicker than a council building approval.
Where is my gear printed and sent from?
Right here in Australia. We use local production hubs so your order gets made and shipped without leaving the country — no overseas contractors, no container ships, no three-week mystery tour.
Can I track my order?
Yes. As soon as the printer boxes up your order, an automated email will hit your inbox with a tracking link. If you haven't received it after 5 business days, check your spam folder (or ask your partner to look for it).
Can I cancel my order?
Only if it hasn't entered production yet — which means you've got a very short window after placing your order. Email us immediately at support@offthetoolsco.com.au and we'll do what we can. Once it's in the print queue, it's gone.
🔧 Sizing & Fit
How do I pick the right size?
We use standard Australian retail sizing for our apparel.
- T-Shirts & Hoodies: Classic, comfortable unisex fit. If you prefer a loose, relaxed fit for smoko, order one size up.
- Caps: Structured snapbacks with an adjustable plastic strap. One-size-fits-most.
- Mugs: Sturdy, standard 11oz ceramic weapons. Holds enough caffeine to get a sparky through the first half of the day without murdering anyone.
Do you have a size chart?
Yes. Every apparel product page has a specific measurement chart. Apply some basic builder logic: grab a shirt that fits you well, lay it flat, measure pit-to-pit, and match it to the chart. Measure twice, buy once.
🔄 Returns & Refunds
What is your return policy?
Because every item is printed on demand, we don't warehouse stock. That means we can't accept returns or exchanges for buyer's remorse, change of mind, or ordering the wrong size. Please double-check the size charts before checking out.
My item arrived damaged or the print is stuffed. What do I do?
If our printing partner drops the ball and your item arrives damaged, flawed, or misprinted, we'll replace it free of charge.
- Take a clear photo of the fault.
- Email it to support@offthetoolsco.com.au within 14 days of delivery.
- We'll get a fresh replacement straight into the printing queue.
I received the wrong item. What do I do?
If you've opened your package and it's not what you ordered, that's on us. Email support@offthetoolsco.com.au with a photo of what arrived and your order number. We'll sort it out.
Do you ship internationally?
Not yet — Australia only for now. We're keeping it local while we get the operation dialled in.
Nothing in this policy limits your rights under the Australian Consumer Law.