Why has my order been cancelled?
We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:
- Request for additional information is refused or not received within the requested time
- Request for the cardholder to contact us within the timeframe is not met
- Purchase transaction does not pass our security check
- The Purchase has connections to previous fraudulent orders
- Purchase was made by an unauthorised alteration of our website.
We genuinely care about the safety of our customers, their personal information and the protection of their funds.READ FULL ARTICLE
The Trybe may require further verification of your order to ensure that it is authorised by the cardholder.
Our Customer Experience team may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Customer Experience team will provide more information.
I checked out as a guest, and can’t see my order in my account?
When you check out as a guest, unfortunately, your order won't be associated with your account if you created the account after your purchase.
You will, however, receive an email with tracking information so you can still track the progress of your order.READ FULL ARTICLE
What is an oversell?
While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order.
Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability - The Trybe reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.
If you would like to get your discount code, please get in touch with our Customer Experience Team below and they will provide you with a unique code for your next purchase.READ FULL ARTICLE
The item I'm hoping to buy has sold out?
If you can not add a size to the cart, and experience the message 'notify me when available' then, unfortunately, we have sold out of your size.
Please click 'notify me when available', if you would like to be kept up to date with restocks - unfortunately, we can not guarantee that we will be restocking your desired item.
However one of our stores may have what you are looking for - please visit our store's tab to find your closest.
READ FULL ARTICLE
My discount code isn’t working?
We're sorry to hear this!
If you're struggling to apply your discount, we want to hear about it. Our site may be experiencing some technical issues around applying discounts.
To fix the problem, we suggest clearing your cookies and/or switching to another browser.
Still not working? Don't stress - our Customer Experience team are here to help. Please screenshot the error message as it'll help us troubleshoot the issue.READ FULL ARTICLE
I can’t checkout?
We're sorry that you're experiencing this on our website.
We suggest either switching browsers or deleting your cookies and reloading the browser to attempt to fix the issue.
If you're still having difficulty checking out, we want to hear about it.
Contact the Customer Experience team below if the site is having any technical issues impacting your ability to checkout.
The more details you can provide us, the better! Let us know:
- as much detail about the issue as you can
- screenshots of error messages (if any)
- which browser you're using
- what you've done to try to resolve it so far
I think i’ve been overcharged on my order?
We’re sorry to hear that you’re experiencing issues with your order. If you believe that you may have been overcharged, please get in contact with the Customer Experience team below.
You will be asked to provide your order details (i.e, order number) and a screenshot showing the overcharge.READ FULL ARTICLE
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.READ FULL ARTICLE
I’ve lost my gift card, what can I do?
Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.
Any concerns? Please reach out to the Customer Experience team below.READ FULL ARTICLE
I don’t know what my gift card balance is?
Don’t know what your gift card balance is? Not a problem! Get in contact with the Customer Experience team below and they will help you locate the balance.READ FULL ARTICLE
What is Afterpay and how does it work?
Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!
Afterpay is available to all people who:
- Live in Australia;
- Are at least 18 years old
- Can enter into a legally binding contract
- Have a valid and verifiable email address, mobile number; and
- Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.
Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.READ FULL ARTICLE