FAQS
ACCOUNT DETAILS
HOW CAN I ACCESS OR CHANGE MY ACCOUNT DETAILS?
Log into your account and click on ‘account details’.
Creating an account with Tradie.com assists you in saving delivery address details and your orders so they can easily be tracked by you.
WHAT HAPPENS IF I FORGET MY PASSWORD?
An email will be sent to your account email address with your password information.
IS MY PERSONAL DATA SAFE IF I CREATE AN ACCOUNT?
Only your delivery details are saved, no credit card information is saved.
ORDERING & PAYMENT
How can I be sure that I have successfully completed my order?
Once you have placed an order on tradie.com, you will receive a confirmation email shortly after with a summary of your order. If you have not received this email within 24 hours, please contact the customer service team during office hours, 9.00am to 5.00pm Monday to Friday, phone +61 3 9212 8900 or email [email protected].
Can I cancel or change my order?
If you want to cancel your online order, you will need to contact our customer service team as soon as possible, before we ship the products to you. As we do our best to get your order to you quickly, we cannot guarantee that we will be able to cancel your order if it has already been shipped. If you have received the email confirming your order has been shipped, you will need to contact us immediately if you have accidently ordered the wrong item.
What are my payment options?
We only accept 2 major credit cards being Visa, MasterCard. You can also make your payment through your PayPal account. Please note that we do not accept credit card gift cards and we cannot split the payment over two cards.
What currency is the site in?
The currency on the website is in US Dollars (USD).
Is ordering on Tradie.com secure?
Tradie takes every precaution to ensure all information received from our online visitors is secure from unauthorised access and use. All transactions are completed on the tradie.com website are conducted on a secure server and no credit card details are saved. You can view our privacy policy here.
Why won't my welcome discount work?
This particular discount excludes bamboo no-chafe products, so please be sure to review the items in your cart.
SHIPPING
How do I know when my order has been shipped?
You will receive a confirmation email stating that your order has left our warehouse and is coming your way. If you have not received this email after 3 business days from the day you ordered, please contact our customer service team.
What are the shipping costs?
Currently, orders placed on the TRADIE US website are only available to the countries listed and these countries will receive free shipping with their orders:
USA, Canada, Mexico.
How long will shipping take?
Dispatch will take place within 3 business days after the date of your order. Shipping time is estimated at between 7-14 days from when the goods were dispatched. Delivery times however are not 100% guaranteed.
Why don’t you guarantee shipping dates?
There are many external factors out of our control that can affect the date of a delivery. These include but are not limited to extreme weather conditions and delays with our shipping partners.
RETURNS & REFUNDS
Can my underwear be returned?
Due to health and hygiene regulations, TRADIE cannot accept returns or exchanges for any opened pairs of underwear. We recommend trying a pair first before opening the rest. If for some reason the underwear are not up to your satisfaction, TRADIE will swap out the unopened pairs for a new size or refund. If you would like to return any unopened products please use the following link to fill out our returns form and our customer service team will be in contact. Returns Form
We will however, accept a return for faulty underwear products or products that do not match the order description.
What if I ordered the wrong size?
We do our best to provide you with as much sizing information as possible, so you can make the right fit decision before purchasing. It is the responsibility of the purchaser to determine the best fit for the receiver using the information provided on the sizing charts and the measurement tips.
A good Tradie always makes sure to measure twice.
What if my product is faulty?
TRADIE takes great pride in making the best quality products. However, if for any reason you find that a product you have purchased is faulty in any way, we can assist you in resolving the issue.
All returns must provide proof of purchase at the time of the return (this may include the invoice, credit card statement, or payment statement). We apologise if you have received a faulty product..
What is the process for returns?
If the product you have received is faulty, please contact us immediately by email to [email protected] and include proof of purchase along with a description of the problem and include a photograph showing the issue. Our Customer Service team will then contact you to advise on the next steps.
Can I exchange my products for something else?
Unfortunately, we do not offer exchanges at this time. Please contact us if your order is faulty or incorrect.
How long will it take to be refunded?
Once the products have been received by TRADIE, please allow approximately 5 business days for your refund to be processed back to your account. The funds will be refunded into the credit card or PayPal account used to initially purchase the products. Receiving your refund payment will depend on the time it takes your financial institution to finalise the refund.
How do I contact the customer service team?
Phone our Australian office: +61 3 9212 8900
Office Open Hours: Monday to Friday (excluding public holidays in Melbourne, Australia)
9.00am and 5.00pm, Australian Eastern Standard/Daylight savings
Email: [email protected]
PRIVACY & SECURITY
Short and Simple Version
Anything and everything that you share with us through the activities on this website (Tradie.com) are kept secure and safe. We take the privacy of your personal information very seriously and do not share or sell the information to third parties, nor do we use personal information for any other reason than its intended use.
About our Privacy Statement
This privacy statement discloses the privacy practices for Tradie.com the website and what information we collect, how we collect, use the information and how to correct or change it. The website Tradie.com are owned by Sojo Pty Ltd, ABN 42101117891. At TRADIE we are committed to maintaining your privacy. Our privacy policy statement is given below. If we make changes to this policy, we will not notify you directly, but the changes will be viewable to everyone in the below text.
Our obligation to your privacy
At TRADIE, we handle personal information securely and carefully. We take your privacy very seriously and only use your personal information with your consent and when it is necessary for us to perform a service for you or other business related functions and activities. We only use this information for the services we provide, your details will not be used for unrelated purposes, unless we obtain your consent first. Only fair and lawful methods of collecting personal information will be used and most circumstances will involve collecting the information directly from you.
The information we collect
Depending on the type of service or interaction you have with us, we may collect personal details such as your name, contact number, home address, email address, gender and date of birth, in addition to the above, we also ask for delivery address and payment method details. Occasionally we may also collect other personal information from you so that we can improve the services and products that we are offer.
Obtaining the information
When you place an order, open an account with us, subscribe to our newsletter, join a mailing list, enter a competition, submit an enquiry or provide feedback to us, we collect personal information directly from you through the tradie.com website.
The reasons for why we collect the information
It is essential to collect this information for several reasons, including but not limited to: shipping and processing your placed order, to improve and deliver the services we offer you, to complete transactions with you or on behalf of you, to protect against fraud or theft, offer promotions and discounts that we may consider of interest or benefit to you and to provide you with exceptional customer service.
How can you correct or change your information preferences?
If you do not wish to be contacted for the purposes above, you will need to contact us to inform of us your change in preference. All email messages and email newsletters will contain information on how you can unsubscribe, or you can contact our customer service team by phone or email. In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud.
Sharing the information
We may contract with other companies to provide certain services, including credit card processing, shipping, name and address verification, email distribution, market research and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than TRADIE.
Sojo reserves the right to change or update any part of the returns or privacy policy without notifying you.
GIFT CARDS
Do you offer gift cards?
Yes, we offer gift cards. Shop our gift cards here
ABOUT OUR PRODUCTS
How Do Tradie products take a stand for quality?
Tradie takes great pride in making the best quality products for hard-working Australians. Our products are guaranteed to be ‘Made Tradie Tough’.
GARMENT CARE
How do I care for my underwear?
For all of our underwear products please use the below care instructions:
Wash before wear. Cold gentle machine wash inside out with like colours. Do not soak. Do not bleach. Do not tumble dry. Line dry in shade without delay. Do not iron. Do not dry clean