faq

For every T-shirt sold, Aussie Frontline re-directs $10 from the sale to our ‘Counselling Pool’.

The Counselling Pool is our accumulated fund pool which has been generated by members of the community buying Aussie Frontline shirts. We use these funds to pay for counselling packages, which we donate to members of our community. Counselling packages consist of 3 x 1 hr counselling session. These packages are given to members looking for professional help to manage whatever is going on for them. The more funds in the pool, the more packages we can give away.

Matthew Newlands is our affiliated Aussie Frontline Counsellor. All counselling packages are with Matt. For more information on Matt, visit the COUNSELLING page on our website within the COMMUNITY tab.

Yes you can. Aussie Frontline is not a registered charity, however we do accept donations to our Counselling Pool or for Pay it Forward shirt sponsorship.

Yes you can. As long as the item is unworn and in the exact same state you received it in. Reply to your original order confirmation email to arrange the return. There are size charts on the product page. Please use these to confirm your sizing prior to ordering. If we sent you the size that you ordered, we will require you to cover the return shipping and re-delivery fee. If we sent you the incorrect size (not the size you ordered) then we’ll cover the cost to correct our mistake.

If we got it wrong, we’ll fix it and cover the cost – just let us know.

We’re a 100% online Australian Veteran and First Responder owned & operated eCommerce business and our product facility is located in Port Noarlunga, South Australia.

We ship our orders in batches, this means your order will usually ship within a few business days. If you have any questions, send us an email.

As far as delivery time frames go: Standard courier timeframes apply for your area. It can be 1-3 days for local metro deliveries and can 5-9 days for areas considered ‘remote’ by the courier.

We use a combination of Aus Post and courier services. We use couriers wherever possible as they provide tracking updates for the customer, however couriers charge high shipping rates for remote areas. Couriers also cannot deliver to PO Boxes or Parcel lockers. If we can’t use a courier, or the rates are too high, we will use Aus Post who have flat/ lower rates.

If we use a courier, you will be notified via email, including tracking updates.

If we use Aus Post, you will not receive any notification or email tracking.

If you are concerned about the length of time your delivery is taking, just send us an email and we’ll look into it.

Not at this stage.

If it was with a courier, go to the email with your tracking details and you’ll find and option to mark your parcel as lost directly with the courier. Once you’ve done that, reach out to us so we can follow it up for you as well.

Yes, if there is an issue with your product, just let us know via email.

For a detailed explanation of our Pay it Forward program, visit the PAY IT FORWARD page on our website within the COMMUNITY tab.

Yes you can, but this isn’t considered a Pay it Forward. In this case simply purchase a shirt as you normally would, but enter your intended recipient’s details in the shipping section, that way we’ll send your order to them.