FAQs

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Frequently Asked Questions

Custom Products

Do you offer custom products?

Yes, we offer all kinds of custom products. Our core range includes hats, fishing shirts, stubby coolers, footy shorts, and soft shell jackets, all available with logos and designs.

Check out the Merchandise & Custom Printing section for more details.

Do you offer samples before placing a bulk order?

We do not offer physical samples due to the high cost of production. However, once you contact us with your idea, we will provide a template mockup for you to see how the product will look. Once you approve the mockup, and full payment is received, you will receive pictures to verify colours and embroidery of the item before bulk production begins.

If you’d like to check the quality of our products, we welcome you to purchase any of our available Brandem items.

Can I have two colour schemes in the same order?

We do not offer multiple colour schemes within a single order.

Each order must be for one colour scheme only. If you require multiple colour schemes, you will need to place separate orders for each.

For example, if you order 100 hats with 2 colour schemes, it will be classified as 2 separate orders of 50 hats each. Each order must be for one colour scheme only

Can I split my order and pay half upfront and half after?

Unfortunately, we don’t offer the option to split payments. Our policy requires full payment to be made upfront before we send your order to the factory for processing.

If you need a flexible payment option, we do offer Afterpay for custom orders, which allows you to pay in installments.

Turnaround Times Custom Products

What’s the turnaround time for custom trucker caps?

The turnaround time for custom trucker caps is approximately 8 weeks.

What’s the turnaround time for custom fishing shirts?

Custom fishing shirts typically take around 4 weeks to produce.

What’s the turnaround time for custom stubby coolers?

Custom stubby coolers have a turnaround time of 4-5 weeks.

What’s the turnaround time for custom footy shorts?

Custom footy shorts usually take 4-5 weeks to complete.

What’s the turnaround time for custom soft shell jackets?

Custom soft shell jackets take approximately 6 weeks to produce.

Product Information

What materials are used for your hats/shirts/jackets?

We use high-quality materials to ensure durability and comfort. For specific product details, please check the product description or contact us directly.

Shipping

How long does it take to process and ship my order?

All orders are processed and shipped within 24 hours of purchase (excluding weekends and public holidays). Orders placed after business hours will be processed the next business day.

What shipping methods do you offer?

We offer Standard Shipping via Australia Post Standard Freight and Express Shipping via Australia Post Express for faster delivery.

How can I track my order?

Once your order is dispatched, you’ll receive a tracking number via email to monitor your delivery.

What if my order is delayed?

While we strive to meet our shipping timeframes, delays may occur due to external factors. If your order is delayed or missing, please contact us at contact@brand-em.com so we can assist you. However please understand we have very limited over the postal providers.

For more details, visit our Shipping Policy page.

Returns & Refunds

What is your return policy?

We accept returns for refund within 7 days of delivery. Items must be unaltered, unworn, and in saleable condition. For damaged items, please email us at contact@brand-em.com with a photo, and we’ll replace the item at no additional cost.

What if my item is damaged during shipping?

If your item is damaged in transit, email us at contact@brand-em.com with a photo of the damage. We will either replace the item or issue a refund if a replacement is not possible.

What if my order is confiscated by customs?

Brand 'Em Outfitters is not responsible for confiscated goods. It is the buyer’s responsibility to check local laws before purchasing. If customs confiscates or returns a package, the buyer is responsible for all shipping charges.

For more details, visit our Refunds Policy page.