FAQ

Please complete a 'Contact Us' form online. This is located on our homepage underneath 'Customer Login'.

Once you have completed the form a Local Area Account Manager will contact you.
Your details and account will be verified by us and your online account will be activated. You will receive an email confirming your account has been activated with your username and password.

You can then log into your schools Trutex Portal at www.trutex.com.au
It is not possible to add or make changes to an existing web order.
Our website always shows the most recent information about available products, sizes and colours.
Trutex do not offer a sale or return service and exchanges are not offered.

Goods may only be returned if found to be faulty.
You can find the products relevant to your school if you click on the 'View Products' button in the dashboard tab.

Alternatively you can click on the 'Product Management' tab which will then bring down a dropdown box labelled 'Products'

Either of these options will bring you to a page which lists all products relevant to your school. On the left-hand side of the page there is a search bar which you can enter either the product name or item code and the desired item will appear.

The 'Product Styles' tab will show each item category that is assigned to your school not indicative of size.
Cancellations will be accepted at Trutex's discretion. Verbal cancellations will not be accepted nor cancellations for completed indent stock, artwork/screen costs and orders that have already been completed. A request for a cancellation must be sent in writing and will be confirmed by return email to verify receipt and decision of request.

All cancellation requests must be made in writing to customerservice@mountcastle.com.au and await authorisation from Trutex to confirm that the order has been cancelled.
Trutex do not offer a sale or return service and exchanges are not offered.

Goods may only be exchanged if found to be faulty; in which case please contact your local sales representative.
All Trutex products are manufactured to the highest industry standards. We warrant against any faulty workmanship and/or materials, excluding discounted products sold as imperfect or seconds and any misuse/abuse of product, bleaching, exposure to UV light or expected normal wear and tear of product. If any product is deemed faulty then it will be fixed or replaced immediately at no extra cost to the parent or school.
The minimum order quantity for garments vary according to style and the reserve stock service we provide to your School. Please contact your sales representative for more details or email us at customerservice.mountcastle.com.au.
Deliveries are made between 8:00am and 4:00pm Monday to Friday.

In most cases your parcel will be returned to the depot if there is no one to accept delivery. The driver will leave a card explaining where your parcel is and what to do next.
We increase our prices based on the cost of manufacturing the garment, and on the value of the Australian dollar. Price increases in the last few years have varied between 2% and 7% per annum based mostly on the value of the dollar.

We increase our prices only once per year, usually in June or July, and we give the school as much notice as possible.

For those schools that enter into supply agreements with us for a term of 3 or 5 years, price increases can be negotiated when the agreement commences and will stay in force during the term of the agreement. For some schools, we have negotiated a CPI increase only, for the entire term of the supply agreement, providing a level of certainty and stability that the school did not have previously.