Help & FAQs

When placing an order, customers will receive 2 email updates on their orders via the email address provided. This will allow you to monitor the progress of any orders you have placed. Please note, you may not be able to view your order status while it is being updated.

Once your order has been completed, a dispatch email will be sent to you. This will contain a tracking number which can be used to track the progress of your delivery.

Your tracking number may not be active via the Australia posts website for up to 24 hours while it’s awaiting collection from the dispatch location, unless you have selected Click and Collect.

From time to time we may be required to split your order. As a result, you may receive separate parcels.

This will be specified on your dispatch emails.If your order has been sent in different parcels, then each tracking email will tell you the items you can expect to find inside.

Please check your tracking email from each parcel to make sure you're not missing anything.

If you believe an item is missing, please contact our Customer Service team via Live Chat or SMS on 0448 341 013 with the order number and the missing item details.

We will resolve the issue for you as quickly as we can.

We aim to provide our customers with products of the highest standard and quality.

If you have received an item that is not up to standard, please contact our Customer Service team with your order number and item details as soon as possible.

We will require clear images of the item so we can guide you through the assessment process and help resolve the problem as swiftly as possible.

Yes, you can update any details on your order prior to receiving your tracking email.

If you need to add a product we recommend creating a new purchase and asking to send the two or more orders together, due to system constraints, we will be unable to change or edit without creating a new order.

Sign up to our newsletter to receive your one off 5% discount code for your first time purchase.

Our free Pick up option is available in our checkout process as a great alternative to having an order shipped with Australia post.

We operate Monday – Friday during the hours of 8-4pm and can have click and collect orders ready within either same day or next day for personalised orders.

We are located at 10 Noel Street, Clontarf QLD.

Once your order has been dispatched, you will be emailed your dispatch confirmation which will contain your tracking number.

Your tracking number may not be active via the tracking link for Australia post website for up to 24 hours while it’s awaiting collection/scanning from the dispatch location.

If your tracking information hasn’t updated after 3 business days, please contact our Customer Service team so that we can investigate your delivery further.

All shipping is currently ‘Authority to Leave’ please note that this means Australia post are given permission to leave your parcel in a safe place on the shipping address provided.

International Orders are sent via Australia Post & DHL courier service with tracking information.

The delivery charges are for transport costs only and do not cover import duties and taxes that may be applied by the government of your destination country.

Ashtabula does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country.

When selecting your International Shipping method at checkout, you are agreeing to pay any applicable duties and import taxes owed to your destination country.

If you refuse to pay these import duties and taxes in the destination country, your order will be destroyed by the Shipping Agent and your order will not be refunded.

Address For Returns: 10 Noel St, Clontarf QLD 4019.

If you are unhappy with your order purchased from our website, we will gladly exchange it for something else or offer you a refund.

Please keep in mind that all returns are subject to inspection and must be in their original, unused condition and returned within 30 days of delivery date.

Returns received outside of this 30 day period will not be accepted, please keep in mind postage times when returning items to us.

At Ashtabula we are happy to refund, exchange or credit items due to change of mind or incorrect fit provided the item is:- In unused condition- Unwashed- Unworn- Odourless- All labels / tags are still attached- Has not been personalised

All refunds are issued in the same payment method used for the initial payment.

Items purchased with a gift card, will be issued a new gift card to the value of the return.

Return for a refund must include:

A note with your order number, full name and reason for return

Return for an exchange must include:

A note with your order number, full name & new product that you would like (style, size or team).

Once your goods have been received at our warehouse, we will inspect and you will receive an email notification of the approval or rejection of your return or exchange.

Returns/exchanges are processed within 2 business days of Ashtabula receiving your items.

We at Ashtabula are committed to providing you with quality products and outstanding service.

We are happy to offer a refund, exchange or credit items that are deemed defective by us at Ashtabula.

The criteria for assessment can include:- Condition of item- Care of product

We do not offer a refund, exchange or credit on any personalised products or sale items, unless the items are deemed defective by Ashtabula.

Address For Returns: 10 Noel St, Clontarf QLD 4019.

Goods purchased through us at www.ashtabula.com.au must be returned within 45 days of you receiving your purchase for a refund, exchange or credit.

Returns received outside of this 45 days period will not be accepted, please keep in mind postage times when returning items to us.Please refer to our Domestic Returns Policy (Australia-Wide) for all further details email sales@ashtabula.com.au and we will be happy to help you.

Yes! We are official licensed partners of the AFL, NRL, State of Origin, Rugby Australia, New Zealand Rugby, PBR – Professional Bull Riders, BBL and Cricket Australia.

Please visit our size guide shown on each product page to find information on our sizes.

You can also visit our warehouse locations and our team will be happy to assist you if needed.

Yes - you can order gift cards of varying values right here!

The best way to find out about current restocks is through our Shop Chat or contacing us directly by either messaging 0448 341 013 or calling (07) 3448 6474.

We dispatch personalised orders out within 24-48 hours of purchase.

We are located at 10 Noel Street, Clontarf QLD - see us on Google Maps!

Yes - technically we are a warehouse, but we do offer our customers the option to come in and purchase by card in person, we operate Monday – Friday and are open 8-4pm.