Frequently Asked Questions
General
What does Called & Sent sell?
Products for Christian men, across four lanes: outdoors, fatherhood, streetwear, and fitness. Near-term catalogue covers apparel (tees, hoodies, caps), metal wall art, journals, and stickers — every piece designed to read as craftsmanship before it reads as merch. A small jewellery range (cross necklaces, dog tags, cuff bracelets) is available exclusively through our Shopify store. Most items are made to order — printed, engraved, or finished only after you place your order.
Where is the shop based, and where do orders ship from?
Called & Sent is based in Australia, but we work with a regional network of print partners so your order is produced and shipped from the facility closest to you. US orders ship from US partners; Australian and New Zealand orders from AU partners; UK and EU orders from UK or EU partners; Canada from US partners. Rest of world is routed to the nearest available partner. Most orders never cross an international border.
Are you a Christian brand?
Yes. The brand name comes from Romans 8:30 ("those whom He called He also justified") and John 20:21 ("as the Father has sent me, so I am sending you"). The shop is designed for Christian men first, with Scripture and faith iconography running through every lane and every product category.
Ordering & Customisation
I'm buying as a gift — how do I get the right size?
For apparel, the size guide on every product page lists chest and length measurements. If the recipient owns a tee they wear and like, measure that tee flat (chest pit-to-pit doubled, plus body length from shoulder seam to hem) and match the numbers against the guide. Our tees (Gildan 64000 Softstyle) run true-to-size with a modern fitted unisex cut and side seams - order the recipient's usual size for a fitted look, or size up for a looser fit.
For caps, most pieces in the catalogue are one-size adjustable, so sizing rarely matters. For non-apparel gifts where size isn't a factor - metal art, journals, and stickers - pick by the design and the recipient. For jewellery, chain-length necklaces and adjustable bracelets are the safest bet when you don't know an exact ring or wrist measurement.
Can I change or cancel my order?
Within the first 24 hours after placing your order, email hello@calledandsent.co with your order number and what needs to change — we can usually adjust the address, size, or design before production starts. After production starts the order is locked: we can't pull it back from the partner facility without scrapping the piece. If you spot a mistake, email as fast as you can.
Do you take bulk, ministry, or church-group orders?
Yes - for retreats, men's events, ministry merch, conference giveaways, and church-group orders.
Email hello@calledandsent.co with what you're after (apparel, metal signage, journals, stickers, or any combination), the quantity breakdown, the date you need it by, and the destination. We'll come back with pricing, lead time, and proof options. Bulk lead times run longer than single-piece orders, so for an event plan at least 4–6 weeks of runway.
Do you offer custom or one-off design requests?
Generally no. The catalogue is curated, and the small-batch model that keeps prices and quality steady doesn't fit one-off creative work well. For ministry / group / event orders (above), we'll work with a phrase or verse you specify and lay it out in the brand register - that's the closest path to custom work.
Do you offer gift wrapping?
Made-to-order parcels ship in protective mailers direct from the partner facility - we don't add gift wrapping at the production end. If you want the order to arrive looking like a gift, the cleanest move is to ship it to yourself first and re-wrap.
Production & Fulfilment
How long does production take, and why is it slower than warehouse-stocked goods?
Production runs 3–7 business days from the time you place your order until it ships - that covers printing, engraving, finishing, quality check, and packing.
It's slower than warehouse-stocked goods by design: every piece is produced only after you order, so we don't hold stock, run overruns, or fill closeout bins. The trade-off is a few extra days at the front end in exchange for an intentional catalogue, no waste, and your order shipping from the partner closest to you. We don't pad the estimate.
Where are my items produced?
Each order is routed automatically to the partner facility closest to your shipping address (US, Australia/NZ, UK, EU, or Canada). If your order includes items produced at different facilities - common when an order mixes apparel with metal art, journals, or stickers - they may ship separately. Each parcel gets its own tracking number, and there's no extra shipping charge for split shipments.
Shipping & Delivery
How long will my order take to arrive?
Total delivery time is production (3–7 business days) + transit. Typical transit windows once your order ships:
- United States (within US): 4–8 business days
- Australia (within AU): 3–8 business days
- United Kingdom: 4–8 business days
- European Union: 5–10 business days
- Canada: 6–12 business days
- Rest of world: 10–30 business days
These are typical carrier windows, not guarantees. Carrier delays, customs holds, and peak-season volume (Black Friday, Christmas, Mother's Day, Father's Day) can push transit beyond these ranges.
Will I get tracking?
Yes. A tracking number is emailed to you the moment your order ships. The tracking link sometimes takes 24–48 hours to start showing live carrier updates - that's standard carrier behaviour, not a lost package.
Do you ship internationally?
Yes - worldwide. Because we work with regional partners, most US, Australian/NZ, UK, EU, and Canadian orders never actually cross an international border. For destinations outside those regions, your order ships from the nearest available partner and may take longer in transit.
Will I have to pay customs or duties?
For orders that cross an international border, customs duties, import taxes, and handling fees charged by the destination country are the customer's responsibility - they're set by your local customs authority and we can't predict or control them. Most US-to-US, AU-to-AU, and UK/EU-to-EU orders avoid customs entirely thanks to regional routing.
My tracking says delivered but I don't have it. What now?
Check with neighbours, household members, and your local carrier first - packages are sometimes scanned as delivered a day before they physically arrive.
If three business days have passed since the delivered scan and the parcel still hasn't surfaced, email hello@calledandsent.co with your order number. We'll open a trace with the carrier and, if the package is confirmed lost in transit, reproduce and reship at no cost to you.
Returns, Refunds & Replacements
What's your return policy?
You have 30 days from the date of delivery to report a problem. Because every piece is made to order, we don't accept returns for change of mind, the wrong size being ordered, or minor variation within normal print-on-demand tolerances. We do replace or refund any order that arrives misprinted, defective, damaged in transit, wrong, or never delivered - no need to ship anything back. Full details are in our Return policy: https://www.calledandsent.co/policies/return-policy/
My item arrived damaged or defective - what now?
Email hello@calledandsent.co within 30 days of delivery. Include your order number, a clear description of the problem, and photos of the issue (at least one wide shot and one close-up).
We respond within 2 business days and will send a free replacement, issue a refund, or ask for a couple more photos to assess. Don't ship the item back - replacements are produced fresh from the original order.
I ordered the wrong size - can I exchange?
We don't run direct exchanges, and wrong-size orders aren't covered as a defect - sizing varies between blanks and product types, and the size guide on each product page is the authoritative reference for the specific piece you're buying.
That said, email hello@calledandsent.co and we'll often offer a goodwill discount on a reprint in the correct size with a one time coupon.
Product Care & Quality
What materials do you use?
- Tees — Gildan 64000 Softstyle: 4.5 oz, 100% ringspun cotton in solid colours (heather and sport-grey colourways include polyester), modern fitted unisex cut with side seams.
- Hoodies — Gildan 18500 Heavy Blend: 8 oz, 50% cotton / 50% polyester pullover hoodie with double-lined hood and front pouch pocket.
- Crewnecks — Gildan 18000 Heavy Blend: 8 oz, 50% cotton / 50% polyester crewneck sweatshirt.
- Caps — structured or unstructured cotton-blend bodies, embroidered or printed depending on the design.
- Metal art — sheet aluminium or steel with sublimated or UV-cured prints for fade-resistance. Most pieces are ready-to-hang out of the parcel.
- Journals — faux-leather hardcover with lined or dot-grid pages (specified per product).
- Stickers — weatherproof vinyl, kiss-cut to shape. Outdoor-rated.
- Jewellery — stainless steel base with polished, gold-tone, or silver-tone finish depending on the piece. Hypoallergenic-grade where specified on the product page.
The exact specification for each product is listed on its product page.
How does sizing work across the catalogue?
- Tees, hoodies, and crewnecks — every product page has a size guide with chest and length measurements. Our Gildan 64000 tees run true-to-size with a modern fitted unisex cut and side seams; the 18500 hoodies and 18000 crewnecks run true-to-size as well. If you prefer a looser cut on tees, size up."
Measuring a tee or hoodie you already own and matching those numbers against the guide is the most reliable approach. - Caps — most caps in the catalogue are one-size adjustable (snapback or strapback). Where a structured fitted cap is offered, the size range is listed on the product page.
- Metal art, journals, stickers — these are sized by product (dimensions listed on each product page) rather than to the body, so apparel-style sizing doesn't apply.
- Jewellery — chain length, ring size, and bracelet length are listed on each product page. If you're unsure of a recipient's ring size, the safer pieces are necklaces, dog tags, and adjustable bracelets where exact sizing is more forgiving.
Sizing varies across product types and partners, so always check the guide on the specific product you're buying.
Will the colour and print match the photos exactly?
Mockup images are accurate representations, but small variation is normal in print-on-demand production: print position can shift up to half an inch on printed apparel, ink shade can vary slightly between batches, and apparel colours can show subtle batch-to-batch variation. Metal art finishes also show small batch-to-batch variation within published tolerances. Jewellery plating can show subtle tone variation between batches as well. Variation within those tolerances isn't a defect. If something arrives clearly outside normal tolerance - print obviously misaligned, the wrong colour entirely, or ink/finish defects - that's covered under the Return policy.
How do I care for my Called & Sent piece?
Care depends on what you have:
Apparel — tees, hoodies, and crewnecks
- Wash inside-out, cold water, with similar colours
- Tumble dry low or hang dry - high heat is the main cause of premature print cracking and fading
- Skip bleach, fabric softeners, and dry-cleaning
- Don't iron directly over the print (iron inside-out if needed)
- Wash dark or saturated colours separately on first wash to avoid any minor dye transfer
Caps
- Spot-clean with a damp cloth or hand-wash in cool water; don't machine-wash structured caps
- Air dry on a clean, flat surface to keep the structure
- Avoid bending the brim once it's been worn in
Metal art
- Dust regularly with a soft, dry cloth
- For stubborn marks, wipe with a slightly damp microfibre and dry immediately - don't soak
- Keep out of prolonged direct sunlight to preserve print vibrancy
Journals
- Keep dry; faux-leather covers handle everyday use but not prolonged moisture
- If the cover gets creased, smooth it under a thin cloth with a warm (not hot) hand-iron
Stickers
- Apply to clean, dry surfaces — adhesion is strongest on smooth, non-porous materials (laptops, water bottles, helmets)
- Outdoor-grade vinyl tolerates rain and light scrubbing; very rough surfaces or sustained UV will shorten life
Jewellery
- Store dry in a soft pouch when not worn- Polish occasionally with a soft cloth; skip abrasive cleaners
- Remove before swimming, showering, or applying lotions and perfumes - extended water and chemical exposure dulls the finish faster than wear does
Still have questions?
Email us at hello@calledandsent.co - we respond within 2 business days, often the same day.
Shipping estimates are typical carrier windows, not guarantees, and may vary by destination, season, and order volume.
Always refer to your order confirmation for the most accurate details on your specific order.
— Called & Sent