FAQ! Need help?

You can find a list of the most frequently asked questions (and answers) below.

If you still can’t find the answer to your question please feel free to email us or message our online chat.

General Questions

What is the printing process?

Direct-to-garment, or DTG, is a printing method that involves the use of a digital printer that applies ink directly onto the garment. Water-based ink is applied in a single layer that quickly absorbs into the shirt’s fibres. Like your ink jet printer at home, except larger and faster.

DTG printers are large and capable of handling all kinds of designs in many colours. The DTG printing method is precise and produces high-quality results.

What design/artwork file do I need?

If you are wanting to print your own design, you'll need to upload an image file with the following specifications:

  • .JPG or .PNG file (.PNG is preferred with a transparent background. If you are unable to remove the background we can do this for you. Please email us before ordering, as some extra charges may apply).
  • Highest resolution possible, between 200 to 300 DPI is print ready however we are able to print images less than 200 DPI if you agree and accept that the print may not turn out crisp and clear.

We do NOT accept any other file types including PDF, SVG, EPS, AI, etc. Please export your image as a .PNG file at 300 DPI if you have these other types. Uploading these other file types may result in an incorrect image being uploaded into our system and we are not responsible for misprints that occur due to this.

If you are concerned about image quality please email us PRIOR to placing your order and we can check it over for you. You can email us at info@thetshirtco.com.au

How do I save my design?

Designs are only 'captured' in our design tool if you have created an account on our website. There is currently no option to save or download your design unless you have placed an order using that same design.

We highly recommend you created an account with us BEFORE starting the designing process.

Please get in touch with us before you start designing to see if our team will be able to assist with creating/consolidating artwork for you (fees and charges may apply).

Do you offer a design service?

Indeed, we do! We have in-house graphic designers that look over all the artwork. If you want a custom design created don't hesitate to get in touch. This service starts from $25 per 15 minutes. You are more than welcome to get in touch for a free no-strings-attached consultation.

Email through your artwork and brief to info@thetshirtco.com.au and we'll get back to you ASAP.

Can I order different coloured shirts and styles in my order?

You can order a shirt in every colour if you’d like! Once you’ve designed your tee, you’ll be able to add different sizes and colours of the same style garment. To have your design across different styles of garment, you’ll need to place your designs on the different shirt styles you’d like.

To do this, once you’ve created one of your shirts and added it to your cart, find the next garment style you’d like and in the design tool, select ‘load my designs’ to access what you’ve already created.  

If you’d like to be able to re-order your artwork at a later date, make sure you log in or create an account so that your designs are saved.

Unfortunately, if you create a design while not logged into your account, it will not be saved.  

I want to order a large number of shirts but want to see a sample first.

We highly recommend ordering a sample print if you want to place a large order! To do so just place an order for one or two of the garments you’re interested in with your prints on them. This way you can get an understanding of the print result and the look and feel of the garments before you commit to a large order.

We cannot provide samples free of charge, and we do not have a storefront for you to view and try on garments in person.

Is there a minimum order quantity or set-up fees?

Nope! Zilch. ZIP. none. You can order as many or as little prints as you like as we have no minimum order quantities or set-up fees.

Is there a limit on how many colours I can print?

Absolutely not! You can print a one colour design or a full colour photograph, there's no limit to how many colours you can print and there are no setup fees.

I'm not very tech-savvy, can I order in person/phone/email?

Our website is the most up-to-date and user friendly website for custom t-shirt printing! For this reason we are unable to place orders on the behalf of customers, and we do not have the facilities for you to order in person.

If you get stuck or are visually impaired we recommend getting the assistance of a friend or family member to help you.

Can I supply my own garments?

No, we do not print on supplied garments. We only print on items we have thoroughly tried and tested so that we can guarantee you the best possible print result.

We have discounted rates with all our major wholesalers, so you can be sure you're getting a great deal. 

Can I buy a blank shirts?

We unfortunately don't sell blank stock. We love printing so much that it's all we do!!

What will come in my order?

Your package will include your garments, some super groovy T-Shirt Co stickers, and a Care Card with instructions to help you take care of your tees!

We DO NOT include receipts or pricing in packages, so if your order is a gift, don't stress!

If you don't want any of our branding in your package let us know in your order notes, however we do recommend keeping our Care Card so the recipients can follow the correct care instructions.

How can I place a re-order?

If you have placed an order with us after October 2022 and have created an account before ordering, all your order and design details will have been recorded in your account.

To order simply click on the icon next to the cart to view your past orders, click on the order number you'd like to re-order from and then click on 're-order'. You'll then be able to proceed with a new order as per usual in our design tool and select the sizes, colours and quantities you need with the original design.

Our team cannot arrange repeat orders on your behalf, you can only do this through your account.

For Current Orders

I've placed an order for RUSH, when can I come and collect it?

We will notify you via email and your order will be ready for collection after 3pm.

If you haven’t received your collection email, jump on the chat or give us a call on 07 3022 1422 and we can check the status of your order for you. 

Please take note of our opening hours before you come by our facility for pick-up!

Pick-up hours:
Monday to Thursday: 8:30am - 5pm
Friday: 8:00am - 4pm
Closed on weekends

I've just placed my order but need to make a change.

If you email us within one hour of placing your order, we can most likely accommodate your changes depending on what it is e.g. colour/size/style change.

Note that we cannot add an additional print side or extra items.

I've just placed an order but need to add extra items in the same order. Is this possible?

Unfortunately we cannot add items to your order once it has been confirmed, so you will need to place a new order with the items you missed. We are also unable to combine multiple orders into the same package for shipping.

If you would like to cancel and re-order with the extra items, please contact us within one hour of placing your order.

My address is wrong, what do I do?

Don’t stress! Email us as soon as possible with your correct address details and we can update them for you if your order is still with us.

If the item has already shipped we unfortunately won't be able to make any changes.

If your package is returned to us from an incorrect address, you may incur additional charges for us to send it again.

Can I change the shipping method on my order?

If your order is still with us we can change your shipping method, including Pick-Up, Standard or Express. Please email us as soon as possible and note that some additional charges may apply.

I need my order NOW, can I speed it up?

Sometimes deadlines change, and we know that more than anyone! Contact us right away if you need to speed up your order and we can let you know what's possible and what extra costs are involved.

If your order is already in the production queue or includes an On Request item, unfortunately we will not be able to rush your order.

My tracking number isn't working!?

If you have just received your tracking number for your item, but AusPost doesn't seem to know anything about your order yet, hold tight! The email is to let you know that we've packed your order and we have it ready for AusPost to collect. Until they've collected the orders and scanned them into their system, you may not be able to receive tracking updates.

If your tracking details weren't sent to you or it's still not working after 48 hours, contact us and we'll look into it for you.

Why is there a yellow mark around my print and a weird smell?

Don't worry! The yellow mark and vinegary smell is part of our curing process which helps to preserve the colour and longevity of your print.

We also recommend to wash your garments before wearing. Pop it through a cold wash cycle and it will come right out.

My order has been shipped but I haven't received it, what do I do?

Unfortunately, once your order has left our warehouse, it's out of our hands - literally. If there are shipping delays or your shipment is lost, please contact AusPost directly with your tracking number.

How long do I have to pick up my order?

If you have chosen Pick-Up, you will receive an email notification as soon as your order is ready to collect.

Due to the volume of orders going through our system, we will hold your order for a maximum of 30 days. If you fail to collect in this time we will assume you no longer want your order and will return it to our warehouse, without refund or credit.

All unwanted garments are donated to local shelters and charities to help clothe people in need.

I want to cancel my order

If you want to cancel your order please contact us immediately to see what we can arrange. If you have ordered an On Request item or if your order is already in our production queue, we will not be able to cancel your order.

Can you include a special note in my order—it's a gift!

We unfortunately won't be able to accommodate personalised notes.

Production and Shipping

All of our production timeframes DO NOT include shipping and delivery. Make sure to place your orders with enough time to account for that.

I need my order URGENTLY, how fast can I get it?

Super fast! We have a rush service available for $10 per item on a wide range of products. If you order before midday, your order will be completed the same day. If you order after midday, your order will be completed the next business day. 

Shipping and delivery will take a few extra days depending on which method you choose. If you are local to Brisbane you are more than welcome to pick-up your order from us.

If you need your order by a particular date please leave plenty of room for production and delivery.

Make sure that if you need items urgently, you choose from our in stock items, otherwise you won’t be able to select the rush service fee at checkout.  

How long will my order take to print?

It depends on what you’ve ordered! Our In Stock items are kept here in our warehouse so it takes us 3-5 business days to print (or we can do it same day for a RUSH fee, see above). On Request items need to be ordered in from a supplier and they can take 5-10 business days for us to receive and print for you. 

Once all your items have been printed we will email you with the tracking information if you’ve chosen shipping or let you know that it’s really for collection from our office in Brisbane.

Our production timeframes do not include delivery.

Where do you deliver?

We deliver Australia wide!

We can also ship to most overseas locations but we recommend double checking with AusPost first whether your location is possible.

How much does shipping cost?

All items shipped within Australia start from the following prices based on location:

Standard post: from $9.15
Express post: from $16.95
International Shipping: from $35.00

Or, you can pick up from our facility in Brisbane (Kedron) for FREE!

Go to our Shipping and Delivery info page for a detailed breakdown of shipping prices.

How long will shipping take?

Shipping times vary depending on your location and method (standard or express).

Check out our Shipping Info page for more details.

I can't pick up my order today, can you hold it for me?

If you have chosen Pick-Up, you will receive an email notification as soon as your order is ready to collect.

Due to the volume of orders going through our system, we will hold your order for a maximum of 30 days. If you fail to collect in this time we will assume you no longer want your order and will return it to our warehouse, without refund or credit.

All unwanted garments are donated to local shelters and charities to help clothe people in need.

Digital Printing

Why are there differences in my prints from garment to garment?

The fabric composition, fabric weights and dyes used can affect the overall print result. This can occur with any print method and we don't consider it to be a defective print.

These variances can occur not only from brand to brand but from within the same brand as well.

What is digital/DTG printing?

Direct-to-garment, or DTG, is a printing method that involves the use of a digital printer that applies ink directly onto the garment. Water-based ink is applied in a single layer that quickly absorbs into the shirt’s fibres. Similar to your ink jet printer at home, except larger and faster. 

DTG printers are large and capable of handling all kinds of designs in many colours. The DTG printing method is precise and produces high-quality results.

How long does a digital print last?

Our Kornit DTG prints will last over 50 washes, as long as washing guidelines are strictly observed. Some prints will last longer and are worn for many years. Polyester blends and marle colours may fade sooner so take extra care when washing and drying for improved longevity.

Sun exposure and harsh detergents will affect the life-span of the print.

How do I wash/take care of my prints?

To keep your custom printed shirt looking its best we recommend following these washing guidelines. 

  • Cold wash only
  • Wash inside out
  • No harsh detergents
  • Do not tumble dry
  • Do not iron print area
  • Line dry inside out, preferably out of direct sunlight

A care card will also be provided with your order.

What kind of ink do you use?

We use Kornit Neopigment Ink which is a high quality water-based, 100% non-hazardous and toxin free ink. They contain no animal by-products and are safe for infants and babies.

Is digital printing the same as screen printing?

Digital printing and screen printing are very different and will produce different results. This is due to not only the method of application, but also the type of inks and range of colours used.

If you are comparing a DTG print to a screen print, you may see a difference.

Do you screen print/embroider/DTF?

Direct-To-Garment printing is our specialty, and our team is dedicated to printing your orders as efficiently as possible. At this time we do not offer any other methods for printing or embroidery, but we can direct you to our parent company QTCo for specialty services (minimum order quantities do apply).

Artwork Files

How do I edit my artwork on the website?

Our Personalise design tool makes it easy to edit the size and placement of your images and text. Make sure you are happy with your artwork before you add to cart, as this will lock your artwork and there is no way to go back and make further changes.

How do I remove the background from my artwork?

There are many free and paid design and photo apps that can help you remove the background from your artwork. If you get stuck, please contact us before ordering and we can remove the background for you (some charges may apply).

I'm not sure if my artwork file is OK for printing.

If you're unsure whether or not the file you would like to print is OK for print, feel free to get in touch with us via email and send your files through. We are happy to give the files a once over and let you know if they are OK to go ahead or not.

Refunds and Exchanges

As all of your prints are custom and printed just for you we do not accept returns or exchanges unless it arrives damaged or faulty.

What is your returns policy?

We’re confident you’ll love your printed item, but if for any reason you are unsatisfied with your product please contact us immediately and include the following details:

  • Your order number
  • Date of purchase
  • Details of the issue
  • A photograph of the print issue, fault or damage

Each item we produce at the T-Shirt Co is uniquely yours. For this reason, we do not accept exchanges or refunds unless your product is damaged or deemed faulty.

You can read our full returns poilcy here.

Can I exchange my item for a different size?

Because we custom print according to your order, we cannot offer exchanges or refunds for a change in mind about the garment type or size you have chosen.

We have done our best to provide you with as much information about the garment type and fit – visit this page for more details.

I didn't receive my order in time for [important event] can I get a refund?

While it's unfortunate that your order arrived late for your event, we cannot provide a refund. We have done our best to provide as much information as possible for you to decide how long it will take for your order to be printed and shipped. We also cannot be held responsible for any orders that are delayed or lost during delivery.

To avoid missing out, we recommend ordering with plenty of time before your big day!

Products and stock

As the largest print fulfiller in Australia, we keep a wide range of garments on-hand at our warehouse. Everything we have in stock is marked on the website with a yellow "3-5 days" sticker, or just shop from the "Same Day" collection in our menu. We also source On Request items (marked with a pink "5-10 days" sticker) that can be ordered from several of our suppliers.

Gildan

Gildan are our entry level brand and we've marked some of their products as our "budget" items. We recommend using these for gag gifts and garments that you're only going to wear a few times. Gildan garments, while super comfy, don't always have the smoothest product surface, which means they don't print as cleanly as some of our other brands. You may notice a few fibres sitting up in the print, or that the colours aren't super vibrant. If you're after a high quality print result, we'd recommend upgrading to different brands.

AS Colour

We consider AS Colour our premium range as their garments are manufactured using a soft brushed cotton which creates a super smooth print surface. The smoother the print surface, the smoother the print.  They have a great range of colours and the product quality is always great and really consistent across different lines. We keep some AS Colour products in our warehouse which means we can do a quick turnaround on their basic products.

Bella + Canvas

We keep a variety of Bella + Canvas garments in-stock in our warehouse to give you a short turnaround time. Keep an eye on the product thickness in the descriptions on each item, as their thicknesses to vary across the range. Another thing to keep in mind is that their range is sized very small - we always recommend sizing up in Bella + Canvas items and urge you to carefully check the size chart because going by your "usual" size probably isn't going to work for you here! Otherwise, these items print really well and always have a super soft fabric feel.

Lane Seven

Lane Seven is our standard range for jumpers and hoodies. They'll give a better, smoother, more vibrant print result than the budget items.

Ramo

We're currently only carrying the Ringer Tees from Ramo. They're a great mid-weight tee and print really well.

What happens to your unwanted or rejected stock?

We partner with local shelters and charity groups to donate our unwanted stock to help clothe people in need. If your not for profit group is interested in receiving future donations, please get in touch.

My Account

If you were a customer of ours before October 2022 and find that you can't access your account anymore it's because we have transitioned to a new site. This means rather than bringing across old and inactive customer data we have decided to hit reset and start fresh!

Which of my personal details do you keep?

Everything you enter on our website is stored safely and securely and we will never pass on your details to any third party. If you would like more information, click here to view our privacy policy.

I can't access my account?

For new and old customers we recommend to create a new account before you make your first purchase with us. As we have recently transitioned to a new website we have not brought across old customer data and information.

If you're still having trouble logging in, contact us.

Why can't I see my old artwork?

Orders before October 2022 have now been archived. To re-order you will need to upload your artwork again. But don't worry, our new website will save your artwork for next time (when logged in to your account)!

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible.

Be sure to include your order number (if you have one).

Please email us at info@thetshirtco.com.au