FAQS

Back To Top Shipping Information

  • + How can I see the status of my order?

    For any information regarding the status of your order , whether you’ve just placed it or if you’d just like to check on it, have a look at “Track Your Order” which is located at the bottom of any page.

     

  • + Where can I buy Bigfish Products?

    The only place where you are able to browse and purchase our whole collection is www.bigfishgear.com. We offer an easy and flexible shopping experience.

     

  • + Can I change my order before it's shipped?

    Sure! But only if it hasn’t already been sent.

     

    Firstly, check the status of your order at ‘Track Your Order’ and if it hasn’t been sent yet, email us at help@bigfishgear.com. Make sure you mention your order number so we can sort it out in time!

     

  • + When is my order processed and sent?

    We process and ship all orders the following business day, not including Australian Public Holidays and/or weekends.

     

  • + I can't select the size I want

    If it says “Discontinued” or the size is not there next to the size, then unfortunately it is gone for good. We have stopped production on the item and the stock has sold out.

     

    But if it says “Out of Stock”, then don’t worry there’ll be more available soon.

     

  • + Is GST calculated for Australian orders?

    As we ship to over 150 countries, GST is NOT included in the prices when items are selected and will not be calculated until Australia is confirmed as the destination country when completing the order.

     

    Regardless of the billing address or from where in the world you place your order, if the destination address is within Australia, GST will be added to the total of the order.

     

    Note: Norfolk Islands, Christmas Islands and Cocos Islands are GST exempt territories.

     

  • + I just placed an order but I didn't receive an email confirmation

    Firstly, ensure that you indeed finished the checkout process and completed the order. The last page displays the order number; it is your receipt.

     

    If you have completed your order, we suggest you take a look in the spam folder of your email account. Please add Bigfish to your safe sender list in order to receive emails from us.

     

  • + If unable to locate confirmation email, it may have been mis-typed or undeliverable.

    Contact Bigfish Customer Service team at help@bigfishgear.com and they will confirm whether the order was successfuly submitted and/or a payment made.

     

  • + Will I have to pay any taxes and duties for my order ?

    International orders can incur taxes and duties as determined by the Customs agency within the destination country.

     

    Although this doesn’t always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an ‘Additional Postage Fee’. (More information can be obtained by contacting your local customs office.)

     

  • + Can you mark my parcel as a gift?

    Unfortunately, due to International Customs regulations, all parcels must be marked as “Merchandise” with the appropriate value. Otherwise, the parcel may be denied and returned to sender.

     

  • + How do I purchase a Gift voucher?

    Just click on ‘Gift Voucher’ at the bottom of our website and follow the prompts.

     

    Please note that all Gift vouchers (email/post) are sent the following business day.

     

  • + I have a discount code, how do I use it?

    Simply apply your code in the appropriate field during the payment step of the Checkout.

     

    If you have multiple codes, simply separate them with a coma or space.

     

    It’s pretty straight-forward but contact our Customer Service Team at sales@bigfishgear.com if you need a hand.

     

  • + How do I change my email address?

    Just send us an email at help@bigfishgear.com from your currently registered email address with the request. Simply advise the old and new email addresses and we’ll take care of the rest. We’ll let you know when it’s all done

     

  • + How often do you release new products?

    We work all year round creating innovative new products to add to our range constantly.

     

    We don’t tend to follow industry trends when it comes to seasonal releases so you’ll catch bold new designs from Bigfish at anytime during the year.

     

Back To Top Custom Made “FISH HEADZ”

  • + Size on the FISH HEADZ?

    Our FISH HEADZ are basically a “one size fits all”.

     

  • + Am I limited to what I can put on the FISH HEADZ?

    No the same printing process that applies to our shirts is used for our FISH HEADZ and there are pretty much no limitations.

     

  • + Minimum Run?

    A minimum of 10 again applies and of course can be generated to match your custom shirts. A additional artwork charge may apply.

     

Back To Top Custom Made “HATS / CAPS”

  • + Are there many styles/colours to choose from?

    YES…. There are many hundreds of styles/colours and it’s best to contact us with what you are looking for and we can give you the best options etc.

     

  • + Can you make small runs?

    YES…. However we have a minimum of 25 hats/caps in any custom order. Pretty much any order up to 100 will have some limitations on placement and logo sizes as we will be working with “blank” already made hats/caps and adding your logos. Orders of 200 or more do not have many limitations

     

  • + Can I make my own along the same lines as the BIGFISH Hat/Cap?

    YES…. However many of our current hats/caps will have minimum runs of 200+

     

  • + Can I just add my logo/name to an existing BIGFISH Hat/Cap?

    Generally NO…. Many of our “retail” range is generated in large qty’s to reduce the unit price and small orders just cannot be made. Also many of the images will come with “lease” costs.

     

Back To Top Custom Made “SHIRTS”

  • + Freight?

    Freight is charged separately and in many cases is governed by the time frame. Many types of freight options are available.

     

  • + Can I get pockets?

    YES…. External pockets are available and can be added to most custom orders. They are a separate cost and please bear in mind that the background of the shirt may not line up exactly with the pocket. This is due to the pocket size remaining the same across the size range but the background does change in size.

     

  • + Can I just add my logo/name to an existing BIGFISH Shirt?

    Generally NO…. Many of our “retail” shirts are tied up in illustrative usage agreements and not available for customisation. However we may be able to give you “something along those lines”. Some of ours are available though and it’s best to contact us so as we can answer your question more specifically.

     

  • + What if I only want a couple of shirts?

    Many customers who only want a couple of shirts but with their team name can purchase our “retail” shirts then take them to their local embroiderer to “customise”. This is no problem and best to contact us as we may be able to offer you a discount the unit price for you.

     

  • + Does the price get better the more I get?

    YES…. The more shirts you get the better the unit price becomes, if you are after more than the minimum order please contact us and we can get more specific with your proposed order.

     

  • + Does the amount of colour(s) affect the price?

    NO…. How much or how many colours you use does not affect the unit price of the shirts.

     

  • + Can I print my own photos?

    YES….. Remember though that our printing process is really quite detailed and the quality is stunning, the better the photo the better end result. Do not just “grab” an image from the web, these are very low in resolution and the reproductive quality is very poor. Additionally the may be licensing issues surrounding ownership of the actual image – if it’s an illustration someone owns the image and you aren’t able to “use” it.

     

  • + What is the best file formats to supply?

    LOGOS and BOAT NAMES etc – best file format is .eps or .pdf (vector based)
    PHOTOs – high res jpg and RAW files. Our reproductive quality is really quite stunning and the better the image the better the result. Do not “downsize” the image when emailing.

     

  • + Can I have my own illustration done and keep it for my own purposes?

    YES…. However the style and detail of the image will reflect in the cost – in some instances this is thousands of dollars. Please contact us give an outline of what you are looking for and we’ll be able to give you some examples and indicative costs.

     

  • + Do you have some images/illustrations I can choose from?

    YES…. We have developed an extensive relationship with many photographers/amateurs and Marine Illustrators. We have also developed a page ILLUSTRATION/PHOTOS that shows many of the images available for use with some rough costs/minimum runs. If you are after something specific please contact us are and we’ll do what we can to help you get the image you are after.

     

  • + Image/Illustrative Useage/Royalty?

    Each and every photo/illustration is owned by the photographer/illustrator. To be able to “use” or “lease” the image is generally at the discretion of the owner and will incur a “lease” fee. Generally this charge is for the particular run of shirts you are generating. Some images have minimum runs/charges. Once an agreed fee is paid this ONLY gives you permission to “lease” the image and DOES NOT transfer ownership to the client.  Other customers are able to use the same image for their own custom shirts as well. You cannot use this image for other purposes without permission from the owner and or and additional charge.

     

  • + Artwork Charge?

    The artwork/setup charge is purely based on time/complexity of work. A supplied logo on a plain coloured background is far less time consuming than  an example “your boat, with the background removed, a jumping fish and flames” etc. The cost varies on each setup and is best to let us know what you are looking to generate and we can help with the most cost effective option. To give you some idea though the average setup cost is around the $400+ mark but does not include any image royalties (image royalties for using stock photo/illustrative images).

     

  • + Can I add “names” to each shirt or “individualise” each shirt?

    YES….. However this can add significantly to the unit price of each shirt. Each and every “name” attracts at least a $20ex charge due to each panel requiring to be printed individually, care needs to be taken to make sure the right name goes with the right size and so on. We can suggest though that if you were to put all the names on each shirt (all the individuals) there is no additional charge as the artwork only needs to be setup once.

     

  • + Does the cost change to put more logos/images on my shirts?

    NO….. Regardless of what you print or how many colours there are the unit price remains the same. Your artwork/setup charge may vary but the unit price of the shirts will remain the same.

     

  • + Can I get three different colour schemes to make up 10?

    NO….. The artwork setup cost is based on 1 single colour way, as well as the minimum print run. If you are after different colour ways we will treat them as three separate orders for the minimum run however the artwork cost may be reduced, please contact us for further information.

     

  • + Can I order Kids Sizes?

    YES….. However kids sizes cannot be used to make up the 10 minimum, they must be added on top of 10 Shirts. Kids shirts are actually quite time consuming to make and in small orders are the same unit prices as adults.

     

  • + Can I mix long / short sleeve or singlets to make up 10?

    NO…..Our minimum quantities relate to each sleeve length ie 10 x Long Sleeve, 10 x Short Sleeve etc

     

  • + How much are they

    To give you some idea on 10 long sleeve shirts, they are $90 ex GST (once you get over 10 the cost does start to drop relatively quickly, please use the  contact us fill out the details and we’ll get back to you with further breakdown of costs) plus the design/setup costs.

     

  • + How many shirts do I need to order?

    10 shirts in one sleeve length only.

     

Back To Top Exchange Policy

  • + Can I change my order before it's shipped?

    Sure! But only if it hasn’t already been sent.

     

    Just check the status of your order at “Track Your Order” first. If it hasn’t been sent yet, email us at help@bigfishgear.com. Make sure you mention your order number so we can sort it out in time.

     

  • + My order arrived, but I want to return an item?

    As long as the item or items are in original condition (see disclaimer on Exchange Form download PDF) then simply send them back to us by post within 90 days of receipt of delivery to:

     

    Bigfish Graphics

    PO Box 39825

    Winnellie NT 0821

     

    Please remember to include a return slip which can be found here indicating your full name and order number with your items and as soon as we receive the items back we will get the exchange organised and sent out to you straight away.

     

    Exchange Form (download PDF file)

     

  • + Who pays the postage for an exchange?

    For your first exchange of products on an order, we will ship your replacement free of charge (normal road freight and excludes International Purchases) .

     

    The only cost to yourself is that of the return postage of the original item(s) to us. If a further exchange on the same order is requested, Bigfish reserves the right to charge additional postage for the shipment back to you. This is typically around $AUD 10.00 depending on the number of items being sent.

     

  • + I've already worn them! Can I still exchange them?

    If a worn item is sent back to us, we will typically contact you to better understand the reason for the return. But where an item is returned without first notifying us that the item has been worn, we may choose to send the item(s) directly back to you.

     

  • + I have returned my product for an exchange but have not received or heard anything back!

    Typical shipping time for a return to Bigfish is around 10 working days, but it depends on the origin . This can be longer due to Customs inspections when entering Australia. As soon as your exchange has been processed by us, we will send you an email letting you know that your replacement order is on its way.

     

Back To Top Gift Vouchers

  • + How do I use my gift voucher?

    The gift voucher is partially redeemable. Within the validity period, it can be used to make any number of separate purchases up to the value of the gift voucher, or above the value – in which case the voucher holder will be required to make up the difference with an alternative form of payment

     

    Additional values cannot be added to an existing voucher; however, additional gift vouchers can be purchased.

     

    To redeem, the gift voucher number code must be entered while making a purchase online at www.bigfishgear.com or mentioned if purchasing over the phone.

  • + Do the gift vouchers have an expiry date?

    The gift voucher expires 12 months from the date of issue and it is up to you to use the full value before expiry date. Cash will not be given for any unused balance. Unused balance on expiry of the gift vouchers will not be refunded or credited.

     

    If purchase exceeds available gift voucher balance, you must make up the difference with another payment method. You are liable for all transactions on your gift voucher except to the extent to which there has been fraud or negligence by us or any of our employees.

  • + How do I check my balance on my gift voucher?

    You can check available gift voucher balance by calling 08 8947 3390.

Back To Top Online Order Enquiry

  • + How can I see the status of my order?

    For information regarding the status of your order, whether you’ve just placed it or if you’d just like to check on it, have a look at “Track Your Order” which is located at the bottom of any page.

     

  • + I just placed an order but I didn't receive an email confirmation

    Firstly, ensure that you indeed finished the checkout process and completed the order. The last page displays the order number; it is your receipt.

     

    If you have completed your order, we suggest you take a look in the spam folder of your email account. Please add Bigfish to your safe sender list in order to receive emails from us.

     

    If unable to locate confirmation email, it may have been mistyped or undeliverable.

     

    Contact Bigfish at help@bigfishgear.com and they will confirm whether the order was successfuly submitted and/or a payment made.

     

  • + Will I have to pay any taxes and duties for my order?

    International orders can incur taxes and duties as determined by the Customs agency within the destination country.

     

    Although this doesn’t always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an ‘Additional Postage Fee’.

     

    (More information can be obtained by contacting your local customs office.)

     

  • + I think I received a faulty item!

    If you’ve already got a Bigfish Product, then you’d know that our gear is of the highest quality. But if for some reason the product arrives faulty, contact us at sales@bigfishgear.com and we’ll get right on it! Product faults are rare, and we do our best to ensure that every packed item is reflective of our renowned quality standards.

     

  • + I didn't receive what I ordered!

    We do our best but sometimes mistakes do happen. After all, we’re only human! Give us a buzz at help@bigfishgear.com and we’ll get it fixed ASAP!

     

  • + I'm missing an item!

    Sometimes we just can’t make items fast enough! But don’t stress, the rest of your order is already on its way to you. We’ll get the backordered item out in a separate parcel at no extra cost! We usually notify you with an indication on the invoice.

     

    If you haven’t received notification from us, please send your details to our Customer Service team at help@bigfishgear.com and we’ll get it sorted.

     

Back To Top Payment Methods

  • + When is my payment processed?

    When you place an order on our website, we offer you the choice to pay by Visa, Mastercard and Paypal for instant payment.

     

    The Secure Online Card Payment Tool for credit/debit cards will inform you instantly of the status of your transaction. If the transaction is declined, check details and try again as it may simply be a “miskey”.

     

    You will need to contact your financial institution for further information.

     

  • + Card payment

    We accept Visa and Mastercard only. Some debit cards are also accepted, depending on rules of issuing bank/insitutions. Payment by credit card is the fastest way to have your order shipped. Our instant payment facility provides you with the status of your payment immediately!

     

  • + Paypal

    Paypal is a secure online payment option for both National and International purchasers. Paypal payments are made through the paypal site (the purchase process will take you there and bring you back). Paypal has many options for payment which depend on your  personal Paypal account. You can also use Paypal as a guest without registering your own Paypal account.

     

  • + Bank Transfer Australia

    You can transfer the money directly into our bank account.

     

    Just use the following details and make sure that you include your order number and last name before completing your bank transfer or bank deposit.

     

    BSB No.: 085933

    Account No.: 857031850

    Account Name: Big Fish Graphics NT

    Bank Address: 71 Smith Street Darwin NT 0800

    Contact Phone No: 08 8947 3390

     

    Please allow 1-2 business days for a national bank transfer to be processed.

     

    Once we have identified your payment, we send you an email notifying you that your payment has been processed and your order dispatched with our next group of shipments.

     

  • + Bank Transfer International

    You can transfer the money directly into our bank account.

     

    Just use the following details and make sure that you include your order number before completing your bank transfer or bank deposit.

     

    Swift Code: NATAAU3303M

    Bank Name: National Australia Bank (NAB)

    Bank Address: 71 Smith Street Darwin NT 0800

    Account Name: Big Fish Graphics NT

    Account No.: 857031850

     

    Amount: The total as indicated in your order confirmation e-mail – Paying careful attention to the currency stated in the confirmation e-mail: Transfers are made in AUD only!

     

    Reference/Comment: Include your Order Confirmation Number and, if possible, your last name as used in the order confirmation.

     

    Note:

    • Bigfish Graphics does not have an IBAN code as Australia does not support this bank code. Instead we use the Swift code (NATAAU3303M) as stated above.

    • If the bank requires a BSB code, please be advised that these are the first 6 digits of the account number (085933). Most of the time the bank only asks for the full account number and does not require it to be broken down into components.

     

    Please allow 2-5 business days for an international bank transfer to be processed.

     

    Once we have identified your payment, we send you an email notifying you that your payment has been processed and your order dispatched with our next group of shipments.

     

  • + Possible reasons of payment method being rejected

    It could be any number of reasons – wrong card number or expiry date, insufficient account balance or your card provider may not allow overseas purchases.

     

    If you are sure you have entered information correctly, it’s best to contact your bank and try again.

     

  • + I have a discount code, how do I use it?

    Simply apply your code in the appropriate field during the payment step of the Checkout.

     

    If you have multiple codes, simply separate them with a coma or space.

     

    It’s pretty straight-forward but contact our Customer Service Team at help@bigfishgear.com if you need a hand.

     

Back To Top Sizing Information

  • + What sizes are available?

    Bigfish Graphics “shirts” are very “Australian” in size, in easy terms if you’re normally a “large” then purchase a “large”. This size chart is designed to assist you to select the correct size to fit without having to try one on. Please take one of your existing shirts that fits nicely and lay it out flat, then measure the A, B, C (and D for slim fit) and compare to the chart below.

     

    Our shirts are available from a childs size 2 through to 5XL, although size availibility for each print is limited, please see each print in the range for size availability. Our kids sizes generally work on their ages but as we all know kids vary greatly. If you happen to purchase the wrong size please just return it to us and we’ll send you the next size, no problems at all.

     

    A- CHEST – Taken from under the armpit seam to armpit seam.

    B- SLEEVE – Taken from the shoulder seam to the cuff seam (Where the cuff meets up with the sleeve).

    C – LENGTH – Taken from the top of shoulder seam to the bottom of the shirt.

    D – WAIST – Taken from bellybutton level from seam to seam.

     

    UNISEX SIZING (cm)

    shirt-sizing

     

    Unisex_CM

    LADIES SLIM FIT SIZING (cm)

    shirt-slim-sizing-measurements-150x150Slim-Fit-Sizing