FAQ

At the moment we use Stripe.com for payments which handles almost all credit cards and debit cards as well as Ali Pay. If you would like to see a new payment method, please get in touch with us at: customerCare@trillStat.us.

Although we are based in Melbourne, Australia, we knew that most of our client base will be in the USA. Further, our established client base with our other subsidiary companies has formally, always being in USD dollars from the beginning and is the most recognized form of currency in the world for our customers.

Not at the present, but we certainly look forward to it in the near future.

Yes we do, and as quick as possible!

Your order will be sent from one of our order fulfillment partners, who operate facilities worldwide. Unless there is a stock issue, your order will be sent from a location nearest to you.

It takes 2-7 days to fulfill an order, after which it’s sent to you. The shipping time depends on your location. Although we are based in Melbourne, Australia, we knew that most of our client base will be in the USA therefore we have our manufacturing partners with stock based mostly in the USA & Europe and distributed directly to our customers to save time on getting your merch to you. Typical shipping times are: Australia: 2–14 business days. USA: 3-​4 business days. Japan: 4–8 business days International: 10-20 business days. [Covid-19] Our fulfillment times for products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. Please be mindful of this. This is why we have localized manufacturing and distribution as much as possible.

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees. We highly recommend including your phone number in the order when ordering internationally - this will minimize the risk of an order being misplaced in transit and make delivery of the order smoother.

Before getting in touch with us, please help us out by doing the following: ● Check your shipping confirmation email for any mistakes in the delivery address. ● Ask your local post office if they have your package. ● Stop by your neighbors in case the courier left the package with them. Pro tip: Package theft is on the rise— ​ If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be! If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at customercare@trillstat.us with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.

Absolutely yes. All our orders and all our merchandise are completely free from shipping and delivery charges, worldwide! We are able to do this because our order fulfillment partners are based worldwide and we can simply send your purchased merch from a facility that is very likely within your country of residence, so, it is much faster too!

We manufacturer on demand mostly. From time to time, we may stock limited edition ready made merch. Our order fulfillments are handled by our order fulfillment partners, including delivery to you. They have locations worldwide, so depending on where you are, your orders are manufactured and shipped from the facility that can do it the most efficiently and nearest to you.

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at customerCare@trillStat.us with your order number.

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at customerCare@trillStat.us within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at: customerCare@trillStat.us.

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at customerCare@trillStat.us with photos of wrong/damaged items, and we’ll sort that out for you.

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts - we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at customerCare@trillStat.us within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!