Frequently Asked Questions

Shipping

How much does shipping cost?

Flat $15 in Australia.

How long until I receive my order?

This will depend upon how far away from our Chullora warehouse you are. All orders are processed and shipped by the second working day. Once goods are dispatched we will provide full tracking information that you can use to get an update on the delivery.

For customers in the metropolitan areas of Sydney, Brisbane and Melbourne, goods should be delivered the day after dispatch.

For metropolitan Canberra and Adelaide , please allow 3-4 days after dispatch.

For WA, Tasmania , NT and remote regions, delivery can take up to 10 days. It is a big country out there!

Is there a way to track or check my Order status?

You can track your order online through your account. You will get a confirmation number when the order transaction has processed. You can also see when your order was shipped, and when to expect your delivery.

Do you ship outside of Australia?

Not generally...If your company needs a large bulk order fulfilled and shipped, Call Us or Email Us to discuss your specific case if further detail.

I’ve requested a sample item, but it has not been delivered yet. Where are my items?

Our Wear It and Tell Us program has really taken off and we have had to automate the process to handle the volume of sample requests. Occasionally our Robot in charge has some down time and just occasionally a request can slip through the cracks. Sometimes it happens because someone of the same name or the same email address has asked for a sample more than once (it’s only one sample per customer) or sometimes the Robot simply screws up! Please be gentle with him and if you have not received your sample within a couple of weeks, please email us at support@longhaul.com.au or phone 1300 276-559 and let us know. We will put things right (without offending the Robot) and get your sample shipped.

Returns / Exchanges

What is your return policy?

We stand behind our LongHaul product 100%. If for any reason you are unhappy with your purchase you may return it for an exchange or a full refund. We would appreciate it if your return is unworn and with original packaging if possible. Simply email us at support@longhaul.com.au or phone 1300 276 559 and let us know the situation. We will send you an email confirming the return and providing full delivery instruction and delivery address information. Please enclose a copy of our email inside the parcel so we will know what is required once we receive it.

How do I return items from my order?

The easiest way is to enclose your purchase inside a 3KG Australia Post REGULAR POST satchel. We will refund the satchel cost to you as soon as we’ve received the parcel.

Can I make a change to an order that I’ve already placed?

Certainly! If the item has been ordered, but has not yet been shipped, Call us at 1 300 276 559, or Email Us, and we’ll help you change your order. If the order has already shipped out, keep what you like, and return the rest by simply following our Hassle-Free Return process. You'll be refunded the full amount of the order + any shipping cost.

Can I return printed/embroidered items?

Unfortunately, no unless the garments are not printed or embroidered as shown on our visual mock up (see below).

How/when do I receive a refund/credit for an item that is returned?

We will process a refund to your credit card or PayPal account as soon as we receive your return. Please allow 2 working days for the refund to be processed.

I changed my mind. Can I cancel my order?

Of course! If your order has processed but has not been shipped yet, Call 1 300 276 559, and we can help cancel the order out of the system and provide a full refund. If the order has already been shipped out, simply follow our Hassle-Free Return process.

Payment

What forms of payment do you accept?

We accept Visa, MasterCard and Paypal.

Is it safe to use my credit/debit card online?

Yes.

Do you have a “Company Account” option? How does it work?

We have an “Easy Repeat Ordering” program, which is somewhat similar. Once you purchase from our online store, our system keeps track of your historical information. Scroll through your past purchases to quickly and easily find the article of clothing you previously ordered, including colour, quantity, and sizes. This is a great help for larger companies, as they deal with frequent turnover and regularly need to re-order.

Other questions

Can I find your clothes in a Store?

LongHaul makes products to sell EXCLUSIVELY through our online warehouse. Cutting out the “middle-man”, and keeping our overhead costs minimal (by not having storefront locations) helps to keep our Workwear discounted up to 50% compared to other national brands.

I am looking to outfit my crew with a safety compliant uniform - Can I see a SAMPLE before I decide to buy?

Yes! Ordering safety gear for your team is a BIG DEAL, and you want to make a smart investment. In order to do that, you need to see the product, and test it out... We’re keen to send you a sample of workwear FREE of charge. We’re confident you’ll want to keep it, and order for your crew. If for some reason the product doesn’t match your needs, we provide a Return Bag for easy shipping - No hassle, no obligation. Please contact us by phone or email so we can assist you further.

Will you get a fuller-range of products, with more colour choices and more sizes?

It’s possible...but our main goal is to provide you with quality clothes at the best price possible. We’re able to achieve that by sticking to a narrower range of products, colours, and sizes that we purchase in bulk and sell directly to you...

It’s a balancing act. We want you to have as many choices as possible, but we also want to keep the purchase price as low as possible for you.

We consider introducing a new product when:

  • there is high enough demand from our customers

  • the product can be designed to comply with Aussie Safety Standards

  • the product aligns with LongHaul’s goals and mission

  • we can add to our collection without sacrificing our range’s overall quality or affordability

Please email us if you have any suggestions for new LongHaul product and service!

Is there a Discount (or a price sheet) for ordering in Bulk?

Our philosophy is to provide the lowest rate possible to EVERYONE. All workers deserve to get good quality workwear at “Bulk Rate” prices. Everyone gets to benefit from the same low price, wether you’re purchasing for a 200-person factory, or just starting out as an apprentice and needing to purchase your 1st set of safety gear.

Can you offer advice on the right workwear for my business?

Of course! We’re here to help. Call our friendly customer help line on 1 300 276 559 during AEST business hours Mon.-Fri. We’ll assist you in finding the products best suited to match the needs of your business.

Have a Question that you didn’t find the answer to?

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