Our warehouse operates out of Burleigh Heads QLD, in Australia from Monday to Friday AEST. We do not operate on Public Holidays or weekends; orders will be processed the next business day.
Transit times are calculated from the date of dispatch. During standard business operation we aim to have all orders dispatched within 24 hours. However please note that during sales or launches this timeframe will be extended.
We also encourage you to purchase express shipping to have your order prioritised ahead of standard services.
Once your order has shipped from our warehouse, you will receive an email shipping confirmation with a link to track your order.
DOMESTIC ORDERS (AUSTRALIA)
We offer 2 modes of shipping within Australia using the Australia Post network.
- Standard Shipping (4-6 business day transit)
- Express Shipping ( 2-3 business day transit)
WA and SA standard shipping can expect slightly longer wait times.
|Orders Over $150
||Standard 4-6 Business Days
Orders Under $150
Standard 4-6 Business Days
|EXPRESS Flat Rate
Express 2-3 Business Days
INTERNATIONAL ORDERS ✈️
ALL INTERNATIONAL ORDERS SENT VIA DHL EXPRESS COURIER
We charge a flat fee of $12 AUD for Express International Post using DHL Couriers.
In Australia we use Australia Post express and business satchels. Upon order confirmation you will receive your tracking number which you can easily track via the Australia Post Portal or DHL Portal.
DUTIES AND TAXES
For orders being shipped within Australia, prices are inclusive of GST.
International customers are responsible for any local taxes and duties. Express International orders are more likely to attract Customs and Duty charges.
Please note due to COVID-19, DHL Express is our only current international shipping option, resulting in higher duties and taxes at this time. We endeavour to offer standard international shipping as soon as it's feasible to do so.
We will not offer returns for refunds due to rejected duties and taxes, please check the rates for your country before placing your order.
We are legally required to declare total value paid on international shipments and must include an invoice with all international orders.
Please allow 1-2 days for our team to pick and pack you order. Shipping timeframes are in addition to our processing times.
Orders will be processed between 8am – 4pm Monday to Friday by our team. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.
Please note that once your order is on its way, we are unable to change the shipping address.
CHANGING OR CANCELLING AN ORDER
If you need to change or cancel your order please contact our team straight away at email@example.com
We unfortunately cannot make any changes or cancel your order after it has left our premises. We pack and ship orders daily so cannot guarantee your requests can be made.
Pre-order items will be processed like a normal order but shipped at a later date. You will receive a confirmation once your order has been shipped.
For orders that contain an in-stock item/s it is best to order your pre-order items separately, so you receive your in-stock item/s straight away. We do not split orders.
If you have not received your order around the timeframe provided, please check your tracking online with the postal or courier services chosen before contacting us at firstname.lastname@example.org with your order number.
As it is the customers responsibility to confirm all correct address details at the time of purchase, if your tracking says 'Delivered' or 'attempted delivery', it will be up to the customer to investigate with the relevant postal service further. For international customers, this will be the postal service within your own country or DHL if you have chosen express DHL shipping.
If the tracking is inconclusive and has 'pending' tracking, please contact us and we will investigate further.
For any other enquiries, please reach out to us at email@example.com