Delivery / Shipping Information
Shipping Regions & Carriers
We currently ship to addresses Australia-wide.
For international shipping (if applicable), additional duties, taxes, or customs fees may apply — see below.
We do not offer specialised shipping services, including timed deliveries, after-hours, weekend, or same-day delivery requests.
Order Processing Time
Once artwork has been supplied, mockups are provided for approval within 1–2 business days (excluding weekends and public holidays).
Production Time Estimate
Standard custom orders: 10–15 business days after artwork approval
Rush or express orders: 1–10 business days after artwork approval. Shop our Express Range.
Blank promotional items: 1–2 business days
Custom Indent Order: 21–40 business days after artwork approval
You will receive a confirmation email when your order is dispatched, along with tracking information (if available).
In rare cases of delay (e.g. stock, courier), we will notify you as soon as possible.
Delivery Time Estimate
NSW metro areas: 1–3 business days
Interstate metro areas: 2–8 business days
Remote & Regional areas: 7-15 business days (depending on courier route)
International: approximately 7–21 business days (subject to customs)
These times are estimates only and may be affected by external factors (weather, logistic disruptions, customs, etc.).
Merch Crew is not liable for delays once an order is handed to the courier or if delivery attempts fail due to incorrect or incomplete addresses.
Shipping Costs
Flat rate $19.95 shipping Australia-wide.
Free shipping on orders over $500.
If shipping internationally, contact us at hello@merchcrew.com.au for a quote.
The recipient is responsible for any duties, taxes, customs clearance fees, or import charges imposed by the destination country.
Authority To Leave (ATL)
All deliveries made by Merch Crew are Authority To Leave (ATL) by default.
This means the courier is authorised to leave your parcel at the delivery address without requiring a signature.
Once the parcel has been delivered and scanned as such by the courier, the delivery is deemed complete and risk transfers to the customer.
Please ensure your delivery location is safe and secure. Merch Crew is not responsible for loss, theft, or damage after the parcel has been left at the address provided.
If you require a signature on delivery or would like to opt out of ATL, please contact us before placing your order, as additional fees or delivery options may apply.
Delivery Issues
If your order arrives damaged, please notify us within 7 days of delivery at orders@merchcrew.com.au so we can investigate with the courier.
We will liaise with the courier and, where possible, arrange a replacement or refund, subject to our investigation.
It is your responsibility to ensure the delivery address is correct and to receive the delivery.
Title & Risk
Risk in the goods passes to the customer upon delivery to the provided address (including ATL deliveries), though title remains with us until full payment is made.
Refund & Return Policy
Change of Mind
Full refunds are available anytime before a mockup or artwork approval is signed.
Once the customer provides artwork approval and production has commenced, returns, exchanges or refunds for change of mind, incorrect choice, or customer error for custom printed items are no longer possible. Please review your order carefully and confirm all details — including product type, colour, artwork, and quantities — before providing final approval.
Faulty or Incorrect Items
If you receive a product that is faulty, damaged, or not as described, you are entitled to a repair, replacement or refund under the Australian Consumer Law.
To lodge a claim:
Contact us at hello@merchcrew.com.au within 7 days of delivery.
Provide your order number and clear photos showing the issue.
We will assess and advise next steps (replacement, repair or refund, if applicable).
Return Process (for approved claims only)
If a return is approved:
We will provide return instructions.
Returned items must be in original packaging.
We may cover return shipping for verified faulty items.
Refund Timeframe
Once we receive and inspect the item, eligible refunds will be processed within 7 business days via the original payment method.
Exclusions
This policy does not cover damage caused by misuse, neglect, improper storage, or unauthorised modifications.
Legal Rights
Nothing in this policy limits your rights under the Australian Consumer Law.