Frequently Asked Questions – OTG Store Customers

Product, Order & Delivery Queries

Are the garments good quality?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. OTG Custom is a proud manufacturer and has comprehensive quality control systems. If you are concerned about the quality of your garment please contact us.

OTG has a 12 month warranty (from order placement) against manufacturer defects, which covers material and stitched seams. This warranty does not cover friction or contact tears, other accidents or incidents, or natural wear and tear.

Follow individual Care instructions on each garment. Failure to do so, voids any warranty claims.

When will I receive my order?

Usually within 6 – 7 weeks after your store is closed. Your will receive an email from shippit with tracking details upon dispatch. If you choose to a pick up location, your store owner will inform you when the orders are ready for pickup.  

Where can I find the closing date of the store?

The closing date of your store is located on the bottom of your invoice.

I live overseas, can you shop have customers overseas, can you deliver to them?

Currently we are only able to deliver Australia wide. We are unable to deliver to PO Boxes.

Refunds & Exchanges

My item is faulty can I return it?

We want you to be satisfied with your purchase but if the products are faulty, we will meet our legal obligations. Please contact your Store Manager with your concern.

I want to change my size (store open)?

If your store is still open we can amend your size please contact our Customer Service team at webstore@onthegosports.com.au

I want to change my size (store closed)

If your store has closed this means that all orders are currently being produced and we are unable to make any changes.

As your products are made to order we do not accept returns for change of mind or incorrect size.

I’ve changed my mind on the item I selected, can I return it?

Please select your product carefully as this item is personalised just for your Club/Business we do not accept returns for change of mind.

General

I need to update my delivery address am I able to do this?

Unfortunately we are unable to amend your address details, once you receive your tracking details from Shippit you will be able to arrange a redirection of your parcel.

I’d like to add an item to my order are you able to assist with this?

Unfortunately, we are unable to add any items to your order once it has been placed and paid for.