Delivery

We have extended our operating hours for Live Chat!

Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 7:00 am to 10:00 pm, Saturday to Sunday 7:00 am to 7:00 pm AEST.

Speak to our Live Chat team here.

With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020. 

Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online. 

Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. 

Important changes to take note of:

SHOPPING 

Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 954 474 and press 1. 

DELIVERY

Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays of an additional 2-4 business days on top of our standard delivery times. For regular delivery updates, check out our article here.

RETURNS

Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.

Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.

Update: Our metro Melbourne stores are temporarily closed in line with Government directives. More info here.

For a full list of stores currently open for trade, please click here.

Hygiene and social distancing measures

To help make our stores safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.

Introduce a limit to the number of customers in-store at any given time.

Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy.

Maintain 1.5 metres apart from each other where possible

Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

Use EFTPOS/Paywave/Tap n Go services available

We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

Use sanitisation station upon entering the store

A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.

Regular cleaning routines throughout the entire store

We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

Remove and put on your own footwear

Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing! Our stores will have disposable try on socks and gloves available.

Training for team members on social distancing and additional hygiene measures

All of our team members will be required to complete a training course.

Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

We hope to see you in-store or online soon.

Team Trybe.

Please note: Due to recent disruptions in flight schedules in Melbourne, you may experience delays of up to 1-2 business days on top of the normal delivery frames outlined below.

Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

Have an account?

Log in to My Account > My orders> Track.

It's that easy to keep up with your order!

Checked out as a guest?

Head over to our tracking portal and pop in your order number in (find this in your order confirmation email) to follow your Trybe order!

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

It has been brought to our attention that due to a website listing error with our Sun-San range, many customers would have received the incorrect size and we sincerely apologise for the inconvenience.

If you've made a purchase within our Sun-San range and did not receive the correct size, we will gladly cover the costs of the return. *

*Please note that this only applies to the Sun-San range.

Please get in contact with our Customer Experience team via email here and provide us with the below information as this will help to speed up the process.

Subject line: Sun-San Size Issue

Description box: Please enter the details of your request and remember to include your order number when filling out this section.

Once submitted, our Customer Experience team will be in touch with further instructions.

Once again we apologise for the inconvenience and hope to have this sorted for you as quickly as possible.

Australia Post has made significant improvements to its Customer Tracking Experience.

New Notification: We’ve got your delivery details.

Customers will now receive a new notification advising when Australia Post have received your delivery details. What does this mean? You will receive a notification to confirm that Australia Post is aware of your order, as it has been scanned into the system.

Updated Notification: It’s on its way.

There has also been an update to the Delivery ETA notification. These notifications have been updated to include information about delivery delays due to the impact of COVID-19.

If you're in-store and cannot find the size or style you want, our friendly team are here to help you.

All you have to do is talk to the store staff, and they will arrange for you to purchase straight away, and then have the item/s sent directly to your home address. Easy!

Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*.

Your order confirmation will be sent to the email address that was entered in upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

*Please note that this option is only available within Australia at the moment.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store

Any new customers who create an account with us are eligible for free shipping on their first order!

Please see below for terms and conditions.

1. Offer is only valid for customers who create a new account with us
2. Offer is valid for one use per customer
3.  Offer must be redeemed within 180 days of creating an account.

How to redeem this offer.

1. Login in to your account
2. Add product to the cart and checkout as per usual
3. The free shipping offer will automatically apply at checkout if the item is below the shipping threshold of $79.

Any questions? Feel free to reach out to our Customer Experience team below.

We aim to deliver your order within 2-5 business days almost anywhere in Australia.

Orders placed after 2 pm AEST or on weekends will be dispatched on the following business day.

The delivery times below are estimates and can vary depending on stock availability and your location. 

We send regular tracking emails to keep you updated throughout your purchase journey. You'll receive an automated notification directly from StarTrack after your order is dispatched.

Have an account?

Log in to My Account > My Orders> Track.

It's that easy to keep up with your order!

Checked out as a guest?

Head over to our tracking portal and pop in your order number (find this in your order confirmation email) to follow your Trybe order!

Only received part of your order?

 We ship from multiple warehouses! You'll receive separate tracking emails and shipping times might be different.

If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we'll help track it down.

 P.S Don’t forget to check your spam!

If you're in-store and cannot find the size or style you want, our friendly team are here to help you.

All you have to do is talk to the store staff, and they will arrange for you to purchase straight away, and then have the item/s sent directly to your home address. Easy.

Please note that shipping and handling times can take anywhere between 4-7 business days, as your order could be coming from any one of our National stores*. 

Your order confirmation will be sent to the email address that was entered in upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details.

 *Please note that this option is only available within Australia at the moment.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our returns policy for which you can find here.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.

Please see below for our delivery times and shipping fees.

All online orders will be dispatched with ‘Authority to Leave’ at the time of purchase. 

By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.

You agree that the parcel is deemed ‘delivered’ when left at your premises.

Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.  

If you have inquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Please note that The Trybe will not be held liable for any stock loss, due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

Sometimes we make mistakes, we apologise if you have not received what you ordered!

Please contact the Customer Experience team below to organise a solution.*

*You will be asked to provide some photographs of what you received.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

We’re incredibly sorry to hear that you haven’t received your tracking information.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

Unfortunately, we are unable to make any changes or cancel your order. Once you receive your item(s), you can return them in accordance with our Returns Policy.

We all make mistakes sometimes! Unfortunately, our Customer Experience team are unable to update your address, we’re so sorry!

You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.