ORDERING

Q. How do I place an order online?

A. Follow these simple steps:

1. Once you have logged in or created an account you are ready to begin placing your order
2. Browse through the product range and select the item you want to purchase
3. Use the drop down menu to select a size and add to your shopping cart
4. You may now want to select the Checkout option or you may wish to continue shopping
5. Complete all steps of the Checkout process by confirming Delivery Info, Billing Info and Payment

Q. Who do I contact if I have a question about my order?

A. If you have a question regarding your order that is not answered or addressed in either the FAQ’s or Ordering sections of this online store please email store@tsp.net.au.

Q. If I place an order for an item is it guaranteed to be in stock?

A. Whilst we make every effort to keep product information online as up to date as possible, with such a vast product range on offer, it is possible for the website to display an item or size as available when it is in fact out of stock and either temporarily or permanently unavailable. If an item is permanently unavailable we will cancel that part of your order and process a full refund for the price of that item.

Q. Can I place an order by telephone?

A. Yes. Please have all order details ready (Artist Name, Design Name, Product Cat # and Size) as well as your delivery details when you call Customer Service on +61 (0) 3 9428 3523.

Q. Can I place an order by post or fax?

A. Yes. Please include all order details (Artist Name, Design Name, Product Cat # and Size) as well as your telephone number and delivery address. We will contact you to advise of your order total.

Postal Address:
TSP Merchandise Customer Service
57 Blazey Street
Richmond VIC 3183 AUSTRALIA

Fax: +61 (0) 3 9429 1214

GENERAL

Q. Do you wholesale your official merchandise to retail stores?

A. Yes, we do. Please email info@tsp.net.au to enquire about becoming a TSP stockist.

Q. What do I do if I’ve forgotten my account password?

A. Click the ‘Forgot Password?’ link (located in the top right corner of the website and on the Customer Log In page) and we will email a new password to your TSP account email address.

Q. How do I unsubscribe from your email update list?

A. Open your My Account details; go to Email Notifications; go to Subscribe or Unsubscribe from Email Updates and follow instructions to unsubscribe.

PRODUCTS

Q. Are your products official licensed merchandise?

A. Yes, all TSP products are official licensed merchandise.

Q. What are your t-shirt measurements?

A. Please refer to the chart on our Size Guide page.

Q. What happens if I order an item that is out of stock?

A. If an item on your order is out of stock we will inform you via email and confirm if it is to e re-stocked or deleted. We may offer you an alternative item but otherwise we will refund the total price of the out of stock/unavailable item and ship any other items on your order.

Q. Can I back order an item?

A. No, we do not accept back orders. Only items indicated as in stock and available on our store may be ordered.

RETURNS

Q. What is your returns policy?

A. Items may be returned for a full refund within two weeks of delivery date (shipping not refunded). Items can be exchanged within one month of delivery date (extra shipping required). Send the items you would like to return or exchange back to us along with the original invoice/packing slip. You may want to make a copy of this invoice for your records. Be sure to include a note with your phone number, a brief summary as to why you are returning or exchanging the merchandise. Shipping charges will not be refunded for returned items. All returned merchandise must be in its original condition and should not be washed or worn. Please mail merchandise along with your note to the following address:

TSP Merchandise Customer Service
57 Blazey Street
Richmond VIC 3183 AUSTRALIA

Q. Can I get a refund on my order?

A. We will only issue refunds in the case of:

• damaged or faulty items (must be returned to TSP before refund can be approved)
• lost shipments
• an item being out of stock at the time you place you order

BILLING

Q. How can I pay for my order?

A. Australian customers can pay by Credit or Debit Card (via PayPal), cheque or money order. International customers can pay via Credit or Debit Card (via PayPal) only.

Q.When will my payment be processed?

A. If you select the Credit or Debit Card (via PayPal) option your payment will be processed when you complete all payment steps on the PayPal site. If you selected cheque or money order you will be advised by email when your payment has been received and processed. Please allow 5 working days for personal cheques to clear.

SHIPPING

Q. Do you ship overseas?

A. Yes, we accept orders from most countries in the Asia/Pacific region. If your country is not available to select when creating your account then we do not currently ship there.

Q. What do you charge for shipping?

A. Please refer to shipping rates on our Ordering page.

Q. When will you ship my order?

A. We dispatch orders every business day and, depending on product availability, will always aim to dispatch your order within 1-3 business days.

Q. What are your shipping methods?

A. TSP’s shipping partner is Australia Post. We offer three different shipping options, as follows:

Regular Post – Australian orders only
Express Post – Australian orders only
Air Mail – International orders only

Q. How long will my order take to be delivered?

A. The following delivery time estimates should be used as a guide only. Orders for addresses in remote areas may take longer to be delivered. Note that we do not ship on weekends or public holidays.

Australia (Regular Post): 2 – 5 business days
Australia (Express Post): 1 – 2 business days
New Zealand (Air Mail): 5 – 10 business days
Asia / Pacific (Air Mail): 2 – 4 weeks