BackDelivery and Returns

Delivery

Orders are dispatched from Brisbane with Australia Post or Fastway Courier/Aramex within Australia, using Standard Parcel Delivery service.  A street address is preferred however PO Box addresses can be registered as an alternate/additional address in your Account.  Multiple addresses can be stored in your Account.

International deliveries are shipped with Australia Post using International Airmail service.

Important updates to delivery procedures:

To minimise the risk of spreading or contracting coronavirus, Australia Post and couriers have processes in place to enable a contactless delivery solution. All parcels will no longer require a signature for delivery or collection.

All deliveries will automatically be processed as an ATL (Authority to Leave) transaction. This means the parcel will be left in a safe place at the delivery address. The Australia Post postie will continue to record your name and delivery on their handheld device. 

Australia Post is experiencing delays of up to a few days throughout their network.

In the case of Fastway/Aramex, a photo will be taken of the item at the door. If the courier cannot deliver the package to a safe place, they will leave a calling card with further instructions. In this instance, the parcel will be dropped in to a local Parcel Connect outlet for collection at a convenient time, or returned to the nearest depot for redelivery.

International Deliveries:

Australia Post is not offering as many international shipping options as they typically would due to the restrictions in place to handle the COVID-19 outbreak.

We apologise for any inconvenience the current delays out of our control may cause and thank everyone for their understanding and patience during this time.

 How much does shipping cost?

Shipping charge is based on delivery service selected at Check-Out and calculated on size, weight and delivery address.

UPDATE: 
All Australian orders now FLAT RATE delivery per order (depending weight) - Australia only*.

• Up to 1kg   - $10.00
• Up to 2kg   - $15.00
• Up to 5kg   - $20.00
• Up to 10kg - $25.00
• Up to 15kg - $30.00

Most average orders fall under the 2kg weight.
A street address is required for orders over 2kg.  You can register several alternate/additional addresses in your Account.

FREE SHIPPING for orders totalling $120 and over in a single transaction (Australia only)*.

• Please ensure there is someone present at the delivery address to sign for receipt of your order. For security we request a signature on delivery in most cases if possible.
• If there is no-one present at the delivery address to accept delivery, a card will be left by Australia Post or Fastway Courier/Aramex with instructions to collect your order from a specific local post office or collection point, within a nominated period (usually five days)
• If the delivery address provided is a business address, the Company name and full details (e.g. Suite and Level number) must be included
• If an incorrect or incomplete delivery address is provided at check-out, or your order is not collected from the collection point advised, your order may be returned to us by Australia Post at our cost, therefore a re-delivery fee may apply and you will be solely responsible for paying such fee before the order can be re-shipped
   
• If you wish your order left without signature, please provide an Authority to Leave with your delivery instructions; however no responsibility is accepted for the safe delivery of your order.
   
• Please note that under Australia Post Safe Drop rules you are deemed to have given "authority to leave" confirming that they can leave the item at your premises if no one is home if they consider it safe to do so. If you do not want "Safe Drop" you need to create a MyPost account and advise Australia Post.
  
  When setting up your MyPost account you must use the same name, email address and phone number you use with us when placing the order, otherwise Australia Post won't be able to link the two. Unfortunately you need to do this, we can't do it for you.  To set up a MyPost account or for more information visit  https://auspost.com.au/delivery-options  or call  13 76 78.

*Non-metropolitan areas may incur extra charge.  Flat Rate and Free Shipping via Standard Parcel delivery service - if you require an urgent delivery please select Express Post service and advise in order comment or email.
Please note metro areas are defined by our courier/delivery partners and their serviceable zones.

 Where do you deliver to?

We deliver throughout Australia. 
International orders are dispatched with Australia Post Standard International Post.

International Orders

International orders are dispatched with Australia Post.  You are liable for the payment of any local country import, customs or sales taxes or duties levied on your order.
Orders shipped to addresses outside Australia are not tracked. They are shipped International Parcel Post.


 How soon is my order despatched?

We try to ship your order within 1-2 days after receiving your order.  You will receive an email confirming your order has been processed and despatched.

^top^

 My order hasn't arrived ...

Deliveries to east coast of Australia usually take 2-6 working days.  Delivery to WA or regional areas can take up to 10 working days.  International deliveries will vary depending on destination and delivery service.

If your order hasn't arrived:

• Check the Australia Post  or Fastway tracking page for the status of your order.  Please note the page may not show an entry until your order arrives at the first delivery point so may still be in transit and has not yet been scanned:
  http://auspost.com.au/track     or     https://www.aramex.com.au/tools/track
• Check at your local post office (for Australia Post consignments), your parcel may be awaiting collection.
• Check the delivery details in your account are correct
• Contact us with your name, order number and contact number and we will look into it for you.

Returns

Please chose carefully as we have a no return policy unless the product is defective.
Returns are not accepted without first obtaining an RMA number. Note: shipping costs will not be refunded without prior approval.
 

 The wrong product arrived.

Please contact us as soon as you receive the product and we will organise the replacement with the correct one.
 

 My product is damaged.

Please contact us as soon as you receive the product and we will organise the replacement.
 

 Change of Mind.

If you are cancelling an order before it has shipped because you have changed your mind, we will issue you a refund minus a charge of up to 3.5% (depending on the order amount). This will cover the payment transaction fee we have paid in order to process your payment for you to receive your order.

^top^