AukCliff - Reach Out and Get on the Trail!

Lost on the online shopping trail? No worries, adventurer! This AukCliff FAQ page is your compass, guiding you to everything you need to gear up for your next epic journey. From unique graphic tees to comfy outdoor apparel, we have threads for every adventure. Dive in and discover how AukCliff can become your one-stop shop for trail-worthy style and functionality!

Getting Started on the Trail with AukCliff

How can I pay for my awesome AukCliff gear? 

We accept all major credit cards (Visa, Mastercard, American Express) and [other payment methods like Paypal and Afterpay. basically, anything that lets you avoid bartering with squirrels for trail mix!

How do I create an account? 

Creating an account is easier than navigating a tricky switchback! Just head over to our website and sign up to our newsletter. Enter your email address and receive your 10% sign up discount. When you buy your first product, create an account. An account lets you track orders, save your shipping info, and more - basically, it's your VIP pass to AukCliff awesomeness!

Products: Threads for Every Adventure

What size should I get? 

We know sizing can be tricky, that's why we have a handy size chart on every product page. If you're still unsure, don't hesitate to reach out to our friendly customer service team at customerservice@aukcliff.com - they're like sizing ninjas and can help you find the perfect fit!

What kind of materials are your threads made of? 

We use high-quality, comfy materials for all our products. The exact materials will vary depending on the item, but you'll find all the nitty-gritty details on each product page.

Can I design my own AukCliff masterpiece? 

Not quite yet, but stay tuned! We're always exploring new ways to expand our collection. In the meantime, sign up for our email list to get the scoop on new products and promotions (and maybe even a sneak peek at future custom options!).

How are your products made? 

See for you self, check out this video here.

Why is there a scent or discolouration? 

We use a direct to garment printing process that involves applying ink directly to the garment, it may leave an unpleasant, slightly vinegar-like scent. But no worries, this is quite normal, and it will go away after the first wash. You may also notice some discolouration or an off-white residue on the garment. Since direct to garment inks are water-soluble, this can easily be washed away.

Orders & Shipping: Getting Your Gear on the Trail Fast

Is a shipping tracking number provided?

Yes, we will email you a tracking number when your order is sent to you.

When is the last day to order apparel to ensure delivery by Christmas?

Canada:

• Standard Shipping: Order by December 12
• Express Shipping: Order by December 16
• Products Fulfilled from Outside of Canada: Order by December 05

United States:

• Standard Shipping: Order by December 10
• Express Shipping: Order by December 16
• Products Fulfilled from Outside of USA: Order by November 26

United Kingdom:

• Standard Shipping: Order by December 16
• Express Shipping: Order by December 18
• Products Fulfilled from Outside of UK: Order by December 07

Europe:

• Standard Shipping: Order by December 06
• Express Shipping: Order by December 16
• Products Fulfilled from Outside of UK: Order by November 30

Australia / NZ:

• Standard Shipping: Order by November 23

Asia:

• Standard Shipping: Order by November 23

Central and South America:

• Standard Shipping: Order by November 23

What if I miss the standard shipping deadline?

If you miss the deadline for standard shipping, you can opt for express shipping where available to ensure your items arrive in time for Christmas.

Can I still order after the express shipping deadline?

Orders placed after the express deadline are not guaranteed to arrive by Christmas, but you can still place your order for delivery after the holiday.

What should I do if I need assistance with my holiday order?

For any queries or concerns about your holiday orders, please contact our customer service team who are ready to help you ensure your holiday shopping is stress-free.

How long will it take for my AukCliff swag to arrive? 

Typically, it takes 2-7 business days to get your order packed and shipped. Then, it's off on its adventure to you! Shipping times vary depending on your location, but you can check out our estimated timeframes on the shipping policy page at here.

Do you ship internationally? 

You bet we do! We want to help adventurers conquer trails all over the world. Shipping rates and estimated delivery times will vary depending on where you are, so be sure to check the shipping policy here for details.

How long does shipping take? 

Check out these handy timeframes:

• USA and Canada: 2-6 business days (because let's be honest, you deserve it fast!)
• UK: 2-4 days (because you love your trails)
• Europe: 6-8 business days (we know, the wait might feel like an eternity, but trust us, it'll be worth it!)
• Australia and New Zealand: 2-14 business days (because sometimes good things take time, like that epic hike you're planning)
• Japan: 4-8 business days (we're working on a teleportation device for international shipping, but for now, this is the best we can do!)
• International: 10-20 business days (patience is a virtue, adventurer!)

If your order is unavailable at your nearest facility, we’ll redirect it to another location. While this may slightly extend the delivery time, rest assured we’re committed to minimizing any delays to ensure your order arrives as promptly as possible.

What's your return policy? 

We want you to be stoked with your AukCliff purchase! If something isn't quite right, you can find our complete return policy on our website here.

Do you have a warranty? 

The better the quality, the longer the product lasts. All our products have been through durability tests to make sure they’ll stand the test of time. We work with suppliers that produce high-quality products that last many washes, keeping print colors vibrant and the fabric soft. Check out our warranty here. 

Can I order now and pay latter? 

Yes, we offer Afterpay. Add products to your cart and select Afterpay for payment at checkout.

My Order is Missing in Action! What do I do? 

Don't worry, we'll get you back on track! Before contacting our awesome customer service team, here are a few things you can try:

1. Double-check the Shipping Confirmation Email and tracking number: Sometimes typos happen, even to the most seasoned adventurers! Make sure the address listed there matches your actual address.
2. Scout Around Your Local Post Office: Maybe your package is playing hide-and-seek. Check with your local post office to see if they're holding onto it for you.
3. Ask Your Neighbors: Perhaps a friendly neighbor received your package by mistake. A little neighborly inquiry never hurt anyone!

If you've checked all these things and your order is still missing in action, contact our amazing customer service team at customerservice@aukcliff.com with your order number. We'll do everything we can to track it down for you.

Can I cancel my order and request a refund? 

AukCliff strives to process orders quickly and efficiently. We understand that plans change, and you may need to cancel your order. You can cancel your order within 12 hours of placing your order by emailing us at customerservice@aukcliff.com. Unfortunately, we cannot refund your order after 12hrs because your products are made to order.

How long do refunds take? 

Typically, when a customer returns a product, the refund will typically be issued to the same method of payment used for the purchase. The refund may take a few business days to appear on the customer’s account.

Can I change an order that is already submitted? 

Yes, you can change an order that has already been submitted before it has been made. To reduce waste, all our products are made to order. Email us at customerservice@aukcliff.com to enquire about changing an order and we will do our best. Modifying orders will reset the order shipment timeframes.

Do you guarantee a secure shipping experience? 

Yes, we do. While we can't guarantee unforeseen events during shipping, AukCliff is committed to providing you with a positive experience. We partner with trusted carriers and use parcel tracking measures to ensure your order arrives safely. In the rare case of an issue, our dedicated customer service team is here to help you track down your package or find a solution.

Got a Misprint, Damage, or Defect?

Fear not, fellow adventurer! If your AukCliff swag arrives misprinted, damaged, or defective, we'll be happy to replace it at no cost to you or issue a full refund. Just shoot us a message with a photo of the issue within 30 days of receiving your order (efficiency is key!), and our awesome customer service team will get you back on the trail in no time. You can reach us at: customerservice@aukcliff.com. Please include a description, your photos, order numbers, etc.

What about incorrect size orders?

We encourage you to double-check our size charts on your product page before placing an order to ensure the perfect fit for your next adventure. However, we understand mistakes happen. If you receive an item that doesn't fit and want to exchange it for a different size, you can return the original item (at your own expense) and place a new order for the correct size.

How to Return an Incorrect Size Order:

1. Contact Us: Reach out to our customer service team at customerservice@aukcliff.com within 10 days of receiving your order to initiate the return process. Provide us with the size of t-shirt you require. We'll provide you with specific return instructions and the most appropriate return address based on your location.
2. Pack it Up: Ensure the item is in its original packaging, unworn, unwashed. Include the original packing slip inside the package.
3. Ship it Back: You'll be responsible for covering the return shipping cost, any applicable taxes, and duties associated with the return shipment. A tracking number must be provided to us.
4. New Order: While your return is in transit, feel free to place a new order for the correct size. Or, you can wait for the return to be delivered, and we will process a new one. You'll be responsible for covering shipping cost, any applicable taxes, and duties associated with the replacement.

Return Addresses options:

1. Dallas facility: 217 Wrangler Drive, Coppell, Texas, 75019.
2. Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
3. Lidostas parks, Mārupe, Mārupes nov., LV-2167, Latvia
4. Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
5. Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ, UK

How long does it take to process returns for Misprints, Damage, or Defects?

Once we receive your email with a description of the issue, your photos, and order details, we'll review your claim within 1-2 business days and notify you of the outcome. If approved, we'll either replace your item or issue a full refund.

Processing Times for Refunds and Replacements:

Refunds: For approved Misprint, Damage, or Defect claims, we'll process your refund back to your original payment method within 1 business day. You should receive it in your account within 3-5 business days.

Replacements: Our standard dispatch time for replacements is 3-7 business days, plus shipping times. Please refer to our Shipping Policy for more details.

We're Here to Help!

If you have any questions or need further assistance with the return process, please don't hesitate to contact our friendly customer service team at customerservice@aukcliff.com. We're committed to ensuring you have a great experience with AukCliff!

Customer Service: Our Trailhead for Happy Hikers

How can I contact your amazing customer service team? 

Our awesome customer service team is here to help! Reach out to them by email at customerservice@aukcliff.com

How do I unsubscribe from your newsletter? 

Thats easy, just click unsubscribe at the bottom of our emails. Hopefully you change your mind and we will be sorry to see you go.  Email us at  customerservice@aukcliff.com to enquire about any concerns you have.

Product Care: Keeping Your Threads Trail-Ready

How do I wash my AukCliff clothes? 

To keep your AukCliff threads adventuring for years to come, follow these simple care tips:

• Turn the garment inside out before washing.
• Machine-wash cold only.
• Ditch the bleach (it's not kind to our colors!)
• Tumble dry on low heat (think gentle summer breeze, not scorching desert wind).
• Avoid ironing the printed design (let the artwork shine on its own!).

Some extra precautions:

• Avoid direct sunlight before washing—due to the pre-treatment of direct to garment printing, direct sunlight can cause sun staining, which is nearly impossible to get rid of.
• Ironing—keep the t-shirt inside out and avoid ironing the printed part directly.
• Separate laundry—divide light and dark garments to reduce any chance of color bleeding.

How to dry Direct to Garment printed t-shirts?

• Keep the t-shirt inside out.
• The best option would be to hang dry them, but with direct to garment printed t-shirts, you can also use tumble drying.
• If you choose tumble drying, do it on a low heat setting, as over time higher temperatures can dry out the ink, causing it to crack.

Additional Trail Wisdom

Can I track my order? 

Absolutely! Once your order ships, you'll receive a tracking email with a magic number so you can follow your package's exciting journey.

Are you eco-conscious? 

We are committed to fair labor practices, safe working conditions, and reducing environmental impact. Each item is made to order — meaning less waste, lower emissions, and more thoughtful shopping. 

For every order, we donate $0.43 USD to plant one tree through a reputable charitable organization called The Good API. This organization partners with veritree to plant trees around the world.

Planting trees offers a multitude of benefits:

• Increased biodiversity: Trees provide habitat for a wide variety of wildlife.
• Coastal protection: Mangrove trees, a key focus, it helps to stabilize coastlines and reduce the impact of erosion and flooding.
• Economic empowerment: Fair wages and employment opportunities are provided for local communities involved in tree planting initiatives.
• Enhanced carbon sequestration: Trees absorb carbon dioxide, a major greenhouse gas, helping to combat climate change.

By purchasing from AukCliff, you're not only getting a great product, but you're also helping us make a positive impact on the environment.

Planting Trees with Transparency: FAQs Answered!

Can I supercharge my sustainable impact? 

You already plant a tree with every AukCliff purchase (high five!), but did you know you can supercharge your sustainable impact? Here's how it works:

• Add Extra Trees During Checkout: Want to plant even more trees on top of our automatic donation? Simply choose the number of extra trees you'd like to add at checkout. Every little bit helps!
• Your Contribution Makes a Difference: Your donations help us partner with tree planting organizations dedicated to global reforestation efforts.

How can you ensure the trees survive after planting? 

Our partners takes a multi-pronged approach to ensure long-term tree survival:

• Protected Planting Sites: They collaborate with local governments to secure permanent protection for restoration sites.
• Community Involvement: Hiring local communities fosters a sense of ownership and responsibility for the trees' well-being.
• Sustainable Practices: Planting agroforestry species provides long-term food security and reduces reliance on deforestation for fuel.
• Forest Guard Protection: Dedicated forest guards actively protect the restored forests.
• Long-Term Commitment: The Forest Guard Endowment Fund provides ongoing resources for forest protection.

How can you possibly plant trees for such a low price ($0.43 per tree)? 

Transparency is key! Here's why veritree can plant trees so efficiently:

• Efficient Seed Sourcing: They collect seeds from existing forests and purchase them in bulk at low costs from local sources.
• Self-Sufficient Irrigation: Many trees planted are mangroves, which grow along coastlines with natural irrigation systems.
• Local Employment & Empowerment: Hiring local communities for planting creates economic incentives for them to protect the newly restored forests.
• Reduced Operational Costs: Fair wages and efficient planting processes contribute to lower overall costs.

How much does AukCliff donate to its partners? 

Our website and API charge $0.53 USD per tree you choose to plant in addition to our automatic donation. Here's how that breaks down:

• $0.22: Directly supports planting initiatives.
• $0.18 for operational costs
• $0.03: Handles credit card processing fees.

Can I see certificates for tree planting? 

Absolutely! We receive tree planting certificates monthly, which are showcased on our dedicated Tree Planting Ledger page. Please contact us and we will share it with you. 

Are your products sustainable?

Yes, we use sustainable materials where possible. Our products are made from cotton with a small amount of polyester for your comfort and durability. Some products are 100% cotton. Please check the product descriptions on the product page for more information.

Do you use sustainable shipping material?

Yes, we use recyclable cardboard boxing, and post-consumer recycled (PCR) plastic bags that are recyclable.

Thank you

We hope this FAQ equips you with all the knowledge you need to conquer the trails in style! If you have any other questions, our friendly customer service team is always happy to help. Happy trails!