Frequently Asked Questions

IMPORTANT TAX, VAT & DUTY INFORMATION

All Prices listed on the site DO NOT include VAT or local country taxes.

The European Union, Great Britan, Canada & South Africa and possibly other countries have VAT, GST & Importing Duties that require payment if stopped by your countries border customs.

If this occurs the courier company will contact you on the phone/email you provide, and it is your responsiblity to pay these fees.

If you refuse to pay your country taxes, the postal system will either destroy the items, or may return the items back to HardTuned.

In the event we receive the items back, you will be refunded, excluding the cost you paid for shipping as this aspect of your order was fulfilled.

If the package gets lost or is destroyed by your local authorities, we cannot offer any refund.

Shipping insurance does not cover loss due to not paying import duty.

Help! I'm missing Items in my order

Often depending on stock levels in different areas, larger orders are shipped from multiple warehouses around the world, resulting in split-orders.

As an example, most of our tees and accessories are shipped out of Australia, while hoodies will come from either USA or Australia.

If this has occurred then your items will come in multiple packages from around the world.

Shipping Timeframes & Costs

 

  Shipping Option Delivery Time Tracking Insurance
  Express Shipping ( Via DHL / Toll ) 3-10 Days Yes Yes
  DHL MAIL ( Tracking ) 10-30 Days Yes No
  DHL MAIL ( No Tracking) / USPS 10-40 Days No No

Free Shipping Deal

We are trialing free economy shipping WORLDWIDE for all orders over $95 !

Shipping Insurance

insuranceWe offer shipping insurance as an extra add on to all orders. It costs a flat rate of $4 and covers any loss of parcel or damage to goods by the courier or postal service. For claims or more information please contact us on our support page.

Locations & Details

We have two international warehouses in Australia and USA, to provide cheaper shipping globally. For Australia & International we recommend ordering from the Australian warehouse. USA and Canadian customers we recommend ordering from USA

Local Tax / VAT Notice

All Prices listed on the site DO NOT include VAT or local country taxes. The European Union, Great Britan, Canada & South Africa and possibly other countries have VAT, GST & Importing Duties that require payment if stopped by your countries border customs. If this occurs the courier company will contact you on the phone/email you provide, and it is your responsiblity to pay these fees. If you refuse to pay your country taxes, the postal system will either destroy the items, or may return the items back to HardTuned. In the event we receive the items back, you will be refunded, excluding the cost you paid for shipping as this aspect of your order was fulfilled. If the package gets lost or is destroyed by your local authorities, we cannot offer any refund. Shipping insurance does not cover loss due to not paying import duty.
What about Refunds and Exchanges?

We require items to be returned before any exchanges or refunds are given.

See below for details, then contact us to proceed.

Incorrect Orders

If there has been a mistake in your order for any reason we will exchange/fix/refund at our cost. Simply email us.

Exchanges

If you have chosen the wrong size or style and would like to exchange an item, we simply require the item to be returned and then return shipping charges to be paid.

Refunds

We do not refund any shipping costs however and require the item to be shipped back to us before any refund is made.

Refunds & Exchange Process

We require items to be returned before any exchanges or refunds are given.

The process for returning an item is detailed in our Returns & Exchanges page.

If it is a sizing change or change of mind, then please include return postage costs.

Once the item is received back we aim to process the exchange/refund within 5 business days.

When will (a specific) item come back in stock?

We try to keep everything in stock as much as possible, however with the warehouse space and popularity of our clothing we regularly run low on stock just trying to keep up with demand.

If you don't want to miss out on an item, we recommend subscribing to the wait list of that item - you will get an email as soon as it comes back into stock!

Do I need a PayPal account to purchase from this store?

No, we also accept secure credit card transactions via Stripe, so you are not required to have a PayPal account to purchase from this store.

Although of course if you already have a PayPal account you may use it.

Which payment methods are accepted in the Online Shop?

We gladly accept Visa, MasterCard, American Express, or regular bank account payments via PayPal or Stripe.

How Secure is this store?

This store uses HTTPS and automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

PayPal & Stripe are the safest ways to pay online, because credit card details are not saved or stored anywhere, and no one has access to your card number.

100% Satisfaction Guarantee

We want every our customers to be completely happy with their purchase EVERY time!

If for ANY reason you are unhappy with your purchase simply contact us and we will do whatever it takes to make you happy! (more info below under "returns & exchanges")

What are pre-order items?

Pre-Order is something we offer to help with our inventory, and keep the costs down for our customers. Given our limited-edition runs, we offer pre-order to pass on the savings and guarantee you a shirt! Usually there is a period of waiting (3-5 weeks usually) where the product is being made. As soon as the product arrives we ship out to our customers!

Buying pre-order GUARANTEES you don't miss out!

I'm freaking out! Please help!

First step (if you haven't done so already) is to contact us

If there is an urgent matter that cannot be dealt with via email then call the office on +61 7 5530 8209 (9am-4pm Australian EST)

Email Us

For order tracking / status updates, click here: TRACK MY ORDER

For economy shipping we unfortunately cannot provide tracking

I have read the FAQ's and couldn't find an answer.Yes I have read the FAQs

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Phone Us

Office Hours:
Monday to Friday
9am-4pm Australian EST

Current Time :

Phone (Australia) :
(07) 5530 8209

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