Delivery

Due to the evolving Covid-19 outbreak, we've issued a return extension, giving you up to 90 days to return an item.

To our valued customers,

With the rising severity of the Covid-19 crisis, we have an update for you on how we're dealing with things at The Trybe.

To ensure we're doing our part in protecting our team, customers and the wider community, we've made the difficult decision to temporarily close all The Trybe retail stores, effective from 5 pm Friday the 27th of March 2020.

We will be closely monitoring the situation & will share further updates with you as to when our retail store will re-open.

While we'll miss seeing you in-store you can still shop with us online at www.thetrybe.com.au and stay in contact on Instagram @the_trybe for our latest news & styles.

Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.

We are grateful for your loyalty and understanding as we continue to work through this together.

The team at The Trybe.

Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.

We're operating from Monday to Friday 9 am to 5 pm, here to help with your order, sizing questions and product recommendations as always! 

We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.

Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.

To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

• If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
  
  
• Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
  
  
• Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

If you have any questions, feel free to reach out to our Customer Experience team below.

For any further updates, please visit the Australia Post website for more information.

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.

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 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 us below and we'll help track it down.

P.S Don’t forget to check your spam!

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.

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

We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best.

While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.

Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers. 

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!

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

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 all make mistakes sometimes. 

If you need to update your address, please get in touch with the Customer Experience team below and we’ll be able to assist. We recommend calling us as this is the quickest way to get your issue resolved.

Please note that there is a small window of time between your order being placed and it being shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is being shipped out.

If we miss that window, we can still contact StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.