Frequently Asked Questions
Got questions? Our Frequently Asked Questions page is here to provide the answers. If you need further help please don't hesitate to contact us.
1. Do you offer wholesale pricing?
Yes, our business model is all about giving our clients the best value possible. We produce high quality products and we sell at wholesale price direct to you – our clients.
We have disrupted the uniform industry as we have no middle man margins so you know you are getting great value for money.
2. Do you offer discounts on bulk orders?
Yes, despite our wholesale pricing we are happy to offer our clients a 5% discount for single orders over 100 units and 10% discount for single orders over 500 units.
3. Do I need to create an account to shop with you?
No, you do not need to create an account with us in order to shop at Cargo Crew, however by registering for an account with us you will be able to:
• Keep track of your current orders
• View your order history
• Enjoy faster checkout
4. Is there a minimum number of garments I need to order?
No, there is no minimum orders in our store.
5. What if I want to change my order?
If you wish to modify your order, we will do our best to accommodate your requests. Please email us at email@example.com or call us at +61 (0) 3 9411 9850 during regular business hours – Monday to Thursday, 9AM to 5:30PM and Friday, 9AM to 5PM.
If you email us, a customer representative will respond to your email within 24 hours during regular business hours. If you call us outside of regular business hours, please leave a message and we will return your call promptly.
6. Do you ship to PO Box addresses?
No we do not ship to PO Box addresses. Our Australian orders are shipped using Startrack couriers and our international orders are shipped using DHL. All orders require a signature upon delivery of goods, so please ensure someone is available to receive your order.
Startrack will deliver within normal business hours (Monday-Friday 9am-5pm) at the delivery address provided. In case of unsuccessful delivery, your order will be returned to the Startrack depo or may be delivered to the closest Australia Post office.
7. What payment methods and terms apply? Is my payment online secure?
Our online store accepts secure payment via Paypal, Visa, Mastercard or AMEX. For more details please refer to our terms and conditions page.
At Cargo Crew we take security very seriously and have always made it a top priority. Your account will never be charged unless we have received confirmation from you to do so.
When purchasing from Cargo Crew your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact firstname.lastname@example.org.
8. Can I have a business name/logo on my garments?
Of course, we can customise your uniform with embroidery, logo branding, patches, pins and badges. Check out our Your Way Custom Uniform menu for more information about customising your garments, or email email@example.com for more information. please note, we do not accept returns or exchanges on customised products.
9. Can you send me a sample?
Unfortunately we can't send out free uniform samples. We recommend you visit our Brunswick East head office if you are Melbourne-based to view samples, or purchase a sample of the product you are interested in online. We are happy to refund the cost of any samples purchased from us. If you decide they are not what you're after. Please contact us within 30 days of receiving your sample order if you wish to return any items. The value of the product sample is then refunded to your account once they have been returned to us in their original re-sellable condition. Please note, the freight charges are not refunded.
10. I've received my quote via email and would like to place an order – what now?
Once we have confirmation from you that you'd like to place your order, we will email you back a tax invoice for payment (this is if you prefer to order via email). We do require full payment before we can ship your goods. Please make payment within 48 hours to secure your order. We will hold your stock for 48 hours while your payment is being made. If payment is not received in this time, stock will be made available to other customers and will no longer be guaranteed to your order.
11. I prefer to order via email – is this possible?
Yes, of course – all we need from you is the below information and we can then email you back a tax invoice for payment:
1. Product you would like to purchase
2. The quantities you would like of each product
3. Your delivery address and billing address
4. Your contact phone number for delivery
12. What happens if I purchase a pre-order item?
Products that are labelled "Pre-order" are out of stock items that are available for purchase. Pre-order purchases are pre-paid and stock for the order is reserved for immediate delivery when it arrives in the warehouse. Please refer to the pre-order product page for estimated stock arrival time.
13. Can I return items?
Yes, you can return your order as long as the items meet our return conditions. You have 30 days to return your order from the date your order was received. Goods must be in original condition with all tags and packaging intact.
Once complete, we will email you a Return Authority ID number (RA number). This is important – we cannot process your return without a valid RA number. Your RA number is valid for 10 days.
Once you have received our email, write your RA number on the card that was included with your goods. Put the card in with your return order, send it off to us and we will do the work from there!
We cannot process your return if we don’t know who it belongs to.
Please note, we do not accept returns or exchanges on customised uniforms with personalised embroidery or screen-printing, and no returns or exchanges are accepted on sale or run-out items – except as required by law, all purchases are final.
Please read the full details on our Returns page.
14. Will I need to pay freight for my return order?
Return postage cost will be at your expense, unless items received are faulty or not as ordered. If you believe your item is faulty, please contact firstname.lastname@example.org prior to returning to us. We cannot accept liability until items are received and have been confirmed as faulty.
15. What international payment methods are accepted? Is my payment online secure?
International orders can be purchased with secure payment via Paypal, Visa, Mastercard, AMEX or Diners Club.
To pay with PayPal:
1. Log into your PayPal account
2. Select the 'send money' tab (top left)
3. Send the funds to our PayPal account email address: email@example.com
4. Please select AUD (Australian dollars) when choosing which currency to send the funds in
Paying for an offline order with Credit Card:
We accept credit card payment from Visa, Mastercard, AMEX or Diners Club. Please download the Credit Card Authorisation Form. Once completed, email back to us and we will process payment. Alternatively, you can contact us to pay direct with credit card over the phone.
16. How long will it take for my order to be delivered?
This depends on how far we are sending your order and stock availability however most orders are processed within 1-2 business days, and please allow 3-5 working days for shipment to reach you in metropolitan areas (excluding WA and NT which may take 7-10 days).
Please note, shipments to regional areas in all states will also take longer to be delivered.
In the event where no one is available at the shipping address to sign for a delivery, a note will be left by the delivery driver with a notification if your order has been left at the nearest post office.
Your order might also be taken back for redelivery the next business day.
You can also call our Cargo Crew Client Care team on +61 (0) 3 9411 9850. Or contact Client Care via email at firstname.lastname@example.org if you have any questions regarding your delivery.
17. What are your freight charges?
Shipping costs are automatically calculated during the online purchase based on your order value. You can find this information on our shipping page.
18. Can I pick up my order from your Brunswick East warehouse?
Yes, you can pick up your order from our office in Brunswick East if you are based in Victoria. Simply select 'Melbourne Pickup' instead of shipping when placing your order online and we will then notify you by phone or email when your order is ready for collection.
Please note, your order will need to be collected within the next 5 business days. We will hold your order in our warehouse for 10 business days – if your order is not collected within this time the goods will be returned to stock and a credit for the total order amount will be sent back to you. Unfortunately we cannot take responsibility for stock availability if you need to replace a new order with us.
Our address is:
4-6 Barkly Street
Brunswick East VIC 3057
Our order collection hours are:
Monday – Friday
9:30am – 4:30pm
19. Do you ship internationally?
Yes. We ship our staff uniforms globally to the United States, United Kingdom, Canada, Europe, Asia and beyond; however, we currently do not ship to Indonesia, Russia and Kuwait. We use the most reliable shipping provider, DHL, to ensure you receive your Cargo Crew aprons, shirts, pants, tees and accessories promptly. Note, all orders will be charged in Australian Dollar currency AUD.
20. Will I be charged customs and import charges?
This depends on the local laws of the country you are buying from, and importing to, as well as the size of your order. Shipments sent outside of Australia are sold exclusive of GST and may be subject to import duties or sales taxes once the shipment reaches your country.
Goods can be detained in customs and fees incurred. Cargo Crew is not responsible for the taxes, custom fees or duty charges in your country. We recommend that you contact your local tax office if you require more info on import duties, tax and import entries fees.
21. What currency will I be charged in?
All orders will be charged in Australian Dollar currency AUD. Please refer to a currency conversion calculator to check your countries conversion rate. Some credit providers may charge additional fees, please contact your credit provider for more information. This is particularly important for overseas purchases as correspondent bank charges and currency conversion fees will most likely apply.
22. How long will it take for my order to arrive?
Most international orders will be processed within 1-2 business days and delivered to you between 7-10 business days. Please note, bulk orders that require branding will take longer, and delivery times may vary depending on your destination, customs and duties.
If you still have any questions, please do not hesitate to contact us.