Frequently Asked Questions about Alternategear and its Services
Alternategear customized merchandise and clothing for teens and young adults including our bestselling Phat pants.
- 1.How Can I Place an Order through Alternategear’s Website?
- 2.What if the Product didn’t fit?
- 3.Are all the items in your website in stock?
- 4.Is Tax included in the Price of the items? What currency is used ?
- 5.What are the standard postage charges?
- 6.What is the correct way to wash clothing including phat pants ?
- 7. Why are phat pants costilier than ordinary pants/jeans ? Why does delivery take several weeks ?
- 8.Sizes and Measurement Guides. How do I find my size?
- 9.How can I contact Alternategear?
- 10.Why haven’t I heard back from customer service?
- 11. Can I combine orders?
- 12. Do you accept international orders?
- 13. When will my order arrive?
- 14. Can I place a phone order and pay over the phone?
- 15. How does the currency conversion work for international orders?
- 16. What can I do if I haven’t received my order yet?
- 17. Do I need an account to place an order?
- 18. Can you send me a catalogue of your designs?
- 19. Can I go to your warehouse/store and buy stuff?
- 20. Do you offer bulk shipping discounts and purchase discounts ?
- 21. I do not have a credit card. Can I pay by cheque or money order?
- 22. What happens if my order cannot be filled?
- 23. How do I pay for an order?
- 24. How do I use a coupon or gift certificate?
- 25. Why was my card declined?
- 26. What would be the total cost of an item including shipping and taxes?
- 27. How do I return a defective item?
- 28. How much is postage/shipping?
- 29. Can I track my order ?
- 30. Can I change the colour of reflective material used on a phat pant, suspender or hoodie design ?
- 31. Reflective material on phat pants and hoodies and their properties explained. Material used to make phats explained
1.How Can I Place an Order through Alternategear’s Website?
First, browse product range. Once you’ve decided which product to purchase, select it and type in how many items you want to purchase. Add this to cart and follow prompts.
If you’re planning to order Phat pants, select a size in the drop down menu and put down measurements in the boxes underneath. A link to a template is available in the product description that guides you through the measuring process. To request a different design, add this to the “comments on order box” or email us email@example.com. Additional charges may apply for changing the pattern.
2. What if the Product didn’t fit?
As long as the item(s) are unused and undamaged, we are glad to exchange them for a different size except if your item is custom made ( phat pants, hoodies, suspenders etc are custom made for you ). Custom made items are only exchanged or refunded if we have made an error. If the error is yours we will help you sell the item through our site and ebay (make sure it is unworn). Once we recover the money we will make a replacment item and ship it to you. If you cannot wait until we sell it you can pay us and get a replacement straight away. We will refund after we sell. We cannot tell you how long this will take.
Be sure to return the item(s) within 30 days from receiving them if you are overseas and 14 days if you are in Australia. You will be responsible for the postage cost unless we have made an error, which is very unlikely. Choose carefully, ask as many questions as you wish about fit, colour etc. If you want to return the product because you have changed your mind about the item(s), you need to pay for charges that will be incurred during the shipping of the item(s). If the error has been from Alternategear, then additional charges are incurred by us. If you are overseas we can only refund to a paypal account.
3. Are all the items in your website in stock?
Alternategear custom makes most of the items on its site so the time frames below apply for products and brands. Some items are drop shipped. This can take a few weeks. Alternategear has standard time frames on our deliveries according to the brand you order. Within Australia, the shipping may take 1 to 6 days. For international shipping, please allow 10 to 14 days provided there are no postal delays. For our brands and their corresponding timeframes, please see below:
C-Ouch—All items appear 'in stock' by default when viewed. Some items are in stock and can be shipped within 5 business days. The rest are made to order so allow up to 6 weeks before we can ship. If you are purchasing for a specific date/event check with us on turnaround time.
C-Dog—All items will appear 'in stock' by default when viewed. Some items are in stock and can be shipped within 5 business days. The rest are made to order so allow up to 3 weeks before we can ship. If you are purchasing for a specific date/event check with us on turnaround time.
S-Tribe—All items will appear 'in stock' by default when viewed. Some items are in stock and can be shipped within 5 business days. The rest are made to order so allow up to 6 weeks before we can ship. If you are purchasing for a specific date/event check with us on turnaround time.
T-Tag— All items will appear 'in stock' by default when viewed. Some items are in stock and can be shipped within 5 business days. The rest are made to order so allow up to 3 weeks before we can ship. If you are purchasing for a specific date/event check with us on turnaround time.
Revised & Improved delivery times for custom orders ( Phat pants, Hoodies and suspenders )
We have just the one phat pant makers 1. Crankypants. Crankypants Plain Phat Pants 5-6 weeks. Crankypants Phat pants approximately 5-7 weeks ( maker details under product description ) Crankypants Hoodies 5-7 weeks. If you order Crankypants phats + hoodie bundle delivery 5-8 weeks Your design created by us or you purchasing one of our designs with modification - Phat pants approximately 6-8 weeks. Hoodies 5-7 weeks. Suspenders approximately 4 weeks except ones in stock, check with us on stock. Do not select seamail for any of our products
By default, we use post office services to send our items. Within Australia, we deliver through Express Post so please expect to have your items in 1 to 3 days, except for bulky items such as reflector sheets and laser lights that may not fit into the express bags.
You may contact us for your preferences in faster courier services. This will cost more than the usual rates
We can ship in 5 business days for orders with reflective materials for Phat pants that are in stock.
To check the availability of the items you wish to order, you may email us at firstname.lastname@example.org or contact us through live MSN chat at Alternategear@hotmail.com ,please see the contact page for our contact numbers if you wish to call and speak with us.
4. Is Tax included in the Price of the items? What currency is used ?
Yes, tax is included in the price of the items. Other than that, all you need to pay for is postage. Prices are in Australian dollars. To convert to other currencies www.xe.com
5. What are the standard postage charges?
Postage within Australia cost $11.75 for express and $15 for registered post. International postage is calculated by weight and destination.
6.What is the correct way to wash the clothing & phat pants ?
Check the instructions for each item available on the wash care label.
T shirts - It is recommended that rubber and screen printed items are hand washed inside out. Most T shirts have rubber or screen print.
Most items like pants can be machine washed, just make sure that it’s set at 40 degrees Celsius on a cold and delicate cycle. Do not put the clothes in the dryer.
Phat pants, Hoodies with reflective material sew on ( Crankypants designs ) and suspenders: Hand wash in cool water. Never put in a washing machine. Use a little detergent. Hang dry in the shade immediately after washing. Do not squeeze, wring or iron phats with reflective material. Hang them in a cool and dry place not more than 30 degree celcius / 86 degree farenheit. Phat pants do not like a lot of sun so if you are going out make sure you have a break in the shade at times
7.Why are phat pants costilier than ordinary pants/jeans ? Why does delivery take several weeks ?
Phat pants are hand made to order. It is fiddly and time consuming. The reflective material is sewn on to the material by an expert. A person can only make a pair or two a day so it is labour intensive.
8.Sizes and Measurement Guides. How do I find my size ?
To get the size details of our major brands, please look under product description. If you have a query or size details are missing under a product please email us at email@example.com.
9.How can I contact Alternategear?
You can email them at firstname.lastname@example.org or chat with them through MSN Live Messenger by adding email@example.com. The hotmail address is only for chat purposes; do not send them any emails at this address. You may also send a message at this mobile number: +61 415761512. If you need to talk on the phone please arrange a time to do so by messaging first
10.Why haven’t I heard back from customer service ?
We aim to respond to enquiries within 1 to 2 business days. If we appear to not respond within this time please check our response has not been treated as spam. Some email providers may mark our emails as spam or completely block them. Check your spam folder to see if our response is there. Also, be sure to add 'firstname.lastname@example.org' to your contacts so future emails are not blocked
11.Can I combine orders ?
Unfortunately we are unable to combine orders placed separately. Each order placed will be sent separately.
12.Do you accept international orders?
Yes. We ship to almost everywhere in the world. If your country is not included, please contact us. You could have a friend from another country order for you and forward the shipment to you.
13.When will my order arrive?
Refer to point 3 ( above ) for estimated arrival time by brand. Estimated postage time below must be added to time outlined under point 3 to work out your orders arrival.
Remember: Alternategear make to order half of its' products, drop ships' some and the rest we have in stock. You may want to check before you purchase if you require your purchase for a specific date. Email: email@example.com or call us.
Shipping times are below. This excludes advertised manufacturing & handling.
A. Express post - 1 to 2 business days to most postcodes around Australia. Australia Posts' conditions for this mode of shipment apply when you make your selection. No tracking available.
B. Registered post - 2 to 6 business days. Australia Posts' conditions for this mode of shipment apply when you make your selection. Signature on delivery
A. Slow mail for Europe, Asia and Africa - Delivery can take up to 6 weeks. Some items can be delivered much quicker. You may want to check with us before you order. Do not select Slow mail to deliver a Schminke product as we cannot send Schminke items slow mail any longer
B. Ordinary airmail and Speedpost ( to some destinations only ) - 10-14 business days to most destinations around the world. Insurance available to most countries.
C. Express post international . 5 business days. Signature item. This option not available to the USA.
D. Courier - We courier all phat pants and custom made hoodies ( with reflective material sewn on ) to the USA only. Options for the USA are ordinary airmail and Courier only. .
14.Can I place a phone order and pay over the phone?.
We don't accept phone or mail orders. Orders can only be placed online or via email (we will send you measurement and payment details when we receive your email. Rest assured, our online checkout process is secure and no credit card information is stored. Our bank’s payway system processes your credit card payment.
15.How does the currency conversion work for international orders?
All prices on the site are in Australian Dollars (AUD). When your order is placed, the order total is also in AUD. When it's charged to your card, your card company will convert the total to your country's currency at the currency rate when it is processed. If you need to be refunded, the refund will be processed at the current currency rate. This may differ from the rate when your card was charged..
16.What can I do if I haven’t received my order yet? ?
If you placed a domestic order Express: Ring Australia post 131118, select option 2 and quote bag number for delivery information Registered: This is a signature item. Ring 131118 and follow prompts If you placed an International order Courier: Track the item using the tracking number on the courier’s website. We send you this information in the shipping confirmation. If your tracking number has not updated in several days or if the order shows as delivered, but you didn't receive it, contact our Customer Support and we'll start an investigation with the courier company. Speed Post: Track on your country’s Speed Post site using the number we send you in the shipping confirmation. Contact us if the item does not reach you after the specified period (10 to 14 business days). Try 5 days after we email shipping details. Registered or ordinary airmail: No tracking. Please contact us if item has not reached you only after the advertised time frame.
17.Do I need an account to place an order?
No, but registering on the site allows you to retrieve your delivery information quickly. Your credit card information never gets stored as this is only used for payment purposes.
18.Can you send me a catalogue of your designs?
We do not have a catalogue. Our designs are available to view only online 24 hours a day.
19.Can I go to your warehouse/store and buy stuff?
We do not have a warehouse or physical address for customers to visit..
20.Do you offer bulk shipping discounts and purchase discounts ?
Yes. We do offer bulk purchase discount. Email us with numbers and styles required for a no obligation quote
21.I do not have a credit card. Can I pay by cheque or money order?
No you cannot but you can pay into our account. Check with us
22.What happens if my order cannot be filled ?
We provide a refund or give you a store credit. This is your choice. Refunds within Australia are made by bank transfer or a transfer of money to your PayPal account. International refunds are only made to your PayPal account. We do not have access to your credit card to refund it.
23.How do I pay for an order ?
Credit card, PayPal or bank transfer, cheque/check, money order or western union. Email us if you would like to use the last three options. You can also transfer money across to us using international telegraphic transfer if you are overseas. Choose your preferred options when you purchase your item(s). If you select bank deposit you are sent our bank details in an email.
24.How do I use a coupon or gift certificate ?
To use your coupon you'll need the code. You can apply your coupon code during checkout. Enter your code and click "Apply" to deduct the amount from your order total. You'll see the amount deducted from your order total. Click 'Remove' if you decide not to use the code and save it for later. To use a gift certificate please contact us by email. This email address is on the gift certificate information. If your order is less than the value of the coupon or certificate the balance remains on the coupon or gift certificate code to be used on future orders. .
25.Why was my card declined ?
Your card could be declined for several reasons. Make sure the card number, expiration date, and security code are entered correctly. Also be sure we accept the card you are using. We Accept: Visa, Mastercard and American Express Check that sufficient funds available on the card and that the billing address matches the card used. If you continue to have problems using your card and have a PayPal account, try placing an order using PayPal instead or choose to pay by bank transfer .
26.What would be the total cost of an item including shipping and taxes ?
The price advertised for all products includes taxes. Add your desired shipment fee to the product price to bring you the exact cost of an item for delivery within Australia. International costs are charged according to weight, destination and the level of service you require. Cost of ordinary airmail and Speed Post can be calculated using the Australia Post website http://auspost.com.au/apps/international-parcel.html . We charge the same for both services. Approximate weight of our items are: Pant 1-1.4 kilograms Jacket/hoodie: 1 kilogram Dress: 700 g to 1 kilograms Skirt: 300 to 700 grams suspenders 300grams Courier service costs are between $45 and $70 for a kilogram depending on destination and approximately $15 for every additional 500 grams .
27.How do I return a defective item ?
Ship it to Alternategear P.O.Box 1352 North Sydney NSW 2059 Australia Phone: +61 407 016 262 only after checking with us only. Sometimes it might be easier you ship it straight to the designer that made it. .
28.How much is postage/shipping ?
Australia Express post. Flat rate $15. Some items like Crankypants' phat pants, hoodies, suspenders and bundles are now are made overseas so need to be shipped to Australia. We have lowered the price of products recently but unfortunately have to charge shipping cost incurred shipping it to your address from overseas. International ( items that are sent to out side of Australia ) Calculated by weight, destination and speed and level of service required. .
29.Can I track my order? ?
Only if you have selected the courier service. .
30.Can I change the colour of reflective material used on a phat pant, suspender or hoodie design ?
Yes you can use any of the colours we have in the drop down menu of this product for no additional cost. Just tell us what you want done in the comments about your order before checkout or in an email to us stating order name or number
31.Reflective material on phat pants and hoodies and their properties explained. Material used to make phats explained
Do they glow in the dark ? They are colourful but they do not glow in the dark because the reflective material cannot absorb and hold light to emit later. However some colours do glow under a black light (to see and read about blacklight, type blacklight into google ). The UV/fluro/neon (glow under a black light ) colours are uv green, uv pink, uv yellow and uv orange. These are reflective also. .
The other colours we have can be looked at going to the followoing link. https://www.alternategear.com.au/accessories/reflective-material-for-phat-pants-hoodies-etc/reflective-material-for-phat-pants-and-other-clothing.html ..
They are only reflective ( light under only under a flash light, strobe or vehicle head light ) and do not glow under a black light. The glow you see on pants in videos and photos is a result of the presence of a black light in the room and a strong light on it like from a flash for example. Any powerful source of light directly on the reflective material can make them reflect also. .
By default we use denim to make phats. We can use cotton also to create them but only for designs that use less amount of reflective material like our flat liners, electro, string etc. Designs like fusion, digital etc use a large amount of reflective material and will only look if denim is used to hold them.