Delivery and returns

One delivery, straight to the school

TrackEd doesn't hold stock. Every garment is made to order by the maker after your group submits its order, and the maker ships the whole order directly to the school address on the group. There is one delivery per group, not one per student.

Each garment is individually bagged and labelled with the student's name, design and size. The school admin gets a packing list so they can check everything has arrived and hand it out. We don't deliver to home addresses.

Delivery estimates

Each product page shows a delivery estimate in weeks. It counts from the day the school admin submits the group order, and it adds up three things:

• the maker's production time for that product
• freight time to your school, which is longer for regional areas than for capital cities
• a short buffer for our own checks, including proof approval

Once the maker accepts the order, the group dashboard shows their estimated ship date, and we add tracking details when it's dispatched. These are estimates, not guarantees. If something changes, we'll let the school admin know as soon as we do. Delays in approving the proof push the date back, so it helps to respond quickly.

Delivery is included in the price shown when you order, unless we tell you otherwise before you pay.

If something is wrong

The school admin can report a problem from the group dashboard within 14 days of delivery. Please include clear photos of each affected garment and its label. Examples include:

• a fault in the fabric, stitching or decoration
• a misprint, or personalisation that doesn't match what was approved
• a garment made in a different size from the one ordered
• a garment missing from the delivery

Students should tell their school admin straight away so the problem can be reported in time. Reports after the 14 day window are still worth sending, and your rights under the Australian Consumer Law still apply, but the dashboard report is the fastest way to get it fixed.

Remakes, refunds and credits

We check every report with the maker. Where a garment is faulty or wasn't made as ordered, we will offer a remake, a refund or a credit. Remakes are made and shipped to the school like the original order, so they take time. Refunds go back to the card or payment method that paid for the garment.

Change of mind

Every garment is custom made for your group and personalised for the student who ordered it. That means we can't accept returns or give refunds for change of mind once the order has been made, including choosing the wrong size or deciding you no longer want it. Check the size guide before you order.

You can change or cancel your own order, with a full refund, any time before your group's order locks.

Your rights under the Australian Consumer Law

Nothing on this page limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If a garment has a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time.

Questions

If you're not sure what to do, contact us and choose "An existing order". See also our terms of sale.