SHIPPING & RETURN
Shipping Methods and Timeline
All regular product orders will be shipped out within 1-2 business days. (not weekends and/or holidays). Orders within Australia are shipped via several carriers depending on size and weight:
- Australia Post Services
Please note that our delivery estimates are based on information provided by our carriers. These carriers may currently experience delays in the transfer and delivery of your packages, which could have a slight effect on the delivery time. Please monitor your tracking regularly for any delivery updates pertaining to your order.
Regular shipping usually takes 3-5 business days. Express shipping (2-day or 3-day) orders must be placed by 2PM to meet delivery commitment timelines. Express delivery is calculated based on BUSINESS DAYS. Any order placed after 2PM will increase your delivery by a day. Services do not deliver on Saturday, Sunday or major holidays.
Free Shipping Eligibility
Free shipping is for Australian orders with a subtotal of over $100 BEFORE shipping, handling and tax and AFTER any discount or promo code. Any order with a subtotal under $100 at checkout will not be eligible for free shipping. Any Free Bundle may come with an additional shipping cost.
Flat Rate Worldwide Shipping Eligibility
Flat Rate International Shipping has no order minimum and is available for many countries outside of Australia. Our eligible countries are listed at checkout, when selecting your shipping address. Any Free Bundle may come with an additional shipping cost.
Order Marked as Delivered But Not Received
It is very common for carriers to mark the order as delivered and have it not be at your address until slightly later. If your address is marked as delivered but you do not have it, we ask that you wait 24 hours from the time of delivery for it to arrive. We also recommend checking with your neighbours in case it was mis-delivered there. If you do not have your order after 24 hours, please contact us immediately.
Products Returned to Sender:
If for any reason your order is returned to sender we are able to reship the order to you.
We accept VISA, MASTERCARD, AMEX and PAYPAL.
Credit Card Authorizations, Charges & Fraud Alerts:
If you place an order and it is cancelled, you will receive an email why your order could not be processed. Unless your order went through successfully, you are not being charged. Typical reasons for credit cards being declined/cancelled are entering an incorrect billing address that your bank has on file for your credit card or the incorrect spelling of the name into our system. You will need to contact your bank and correct your billing information with them. In the event of a fraud alert, we cannot process your transaction regardless of what your bank says.
We accept returns on new, unopened, and undamaged items in original packaging within 30 days from the order date. All returns are subject to a 15% restocking fee and our shipping costs. The customer must contact us prior to returning product(s). We do not give refunds on opened products.
If you are missing an item or the item that you receive is damaged, then please contact us and we will send out a replacement free of any shipping costs to you. You must notify us within 3 days of receipt of the package.
If a refund is deemed necessary, then we will manually refund your transaction for the appropriate amount for the returned items. Chargebacks will not be taken lightly and will subject the client to being put on the no-sell list. Refunds will only be issued after the items have been returned to us.
If a product is missing from your order, please contact us immediately upon receipt of the package. Once we verify the legitimacy of the claim, we will send the missing item to you. All orders are documented and weighed prior to shipping to avoid any fraudulent claims.
Once an order is placed, it cannot be changed. Please double-check your shopping cart before checking out to be sure it is correct. We cannot guarantee the ability to cancel orders. Many are shipped the same business day, and once an order is shipped it cannot be cancelled.
Refused shipments are subject to a 15% restocking fee plus return shipping. If you wish to cancel an order, it is your responsibility to cancel the order prior to the product(s) being shipped. If you cancel an order after it has been shipped, or you refuse the shipment, the return will be subject to a 15% restocking fee and any shipping charges incurred.
All claims for damaged shipments must be made within 48 hours of delivery to the point of destination. Any damage to a package should be noted with the carrier at the time of delivery if possible. We will not be responsible for damage claims made 48 hours after delivery.
You are responsible to know the import regulations for your country. Please research all products to ensure that they are legal for importation PRIOR to ordering. Once the order has left our premises, we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer in the off chance that there is an issue. The customer assumes all responsibility for any additional fees charged by customs. We do not have any control over customs fees.
If, by chance, the order is returned to us and you wish to have a refund, then we will do so only after we have received the goods back. The refund will be calculated as total cost less shipping.
We provide tracking information for all orders so please be diligent and keep track of your order progress through the mail system.
We do not have a reship policy. We DO assume that all clients are aware of their own country’s laws and therefore you are responsible for dealing with your country’s customs. Customs fees may apply and will be in addition to shipping fees. There will be additional processing time for the package to be processed through customs. Sometimes approval takes only a few days, but packages can take 2-4 weeks to get through the customs process.
Please know your own import regulations before ordering. It is your responsibility. If customs does not return the products to us we cannot issue the 85% refund to you. If your order is denied entry into your country, we strongly advise attempting to have the items sent back to us and we will refund your order less shipping and a 15% restocking fee.