What happens after I place my order?
As soon as you place your order, you'll receive an order confirmation email. This means that we have received your order in our system and pre-authorised your credit card for the purchase. As soon as we receive your order, we reach out to our suppliers to confirm it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorisation and notify you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
When and how will my order be shipped?
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.
We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to contact us at firstname.lastname@example.org.
We partner with trusted Australian postage and shipping handlers.
Read more on our Shipping page.
I have a specific question about a product. How can I find out more?
Our friendly customer service team is available to answer any questions you may have about individual products. Our representatives are available weekdays, 9am-5pm AEST. And we respond to all other enquiries within 1 business day. Reach out via our direct phone number, email, chatbot or contact form.
See more on our Contact Us page.
What happens if my item or the packaging appears damaged when I receive it?
We partner with the best Australian postage and shipping handles and take the ultimate care to package and ship your item securely. Please inspect the packaging of your item(s) when they arrive, if you notice any damage, make note of it when signing for delivery. If, in the rare instances, your item(s) arrive damaged, please send photos to email@example.com for us to assess and process an insurance claim on your behalf.
Can I cancel my order?
All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you will also be responsible for return shipping charges. Get in touch by emailing us at firstname.lastname@example.org
How can I process a return or refund?
To apply for a return, please forward your receipt or proof of purchase to email@example.com. All refunds are assessed on a case-by-case basis. There are, occasionally, certain situations where only partial refunds are granted. Refunds can unfortunately not be process for any item not in its original condition, is damaged or missing parts for reasons not due to our error, or exceeds 14 days after delivery. Refunds can only be issued to the original credit card that you use when placing your order.
Once we receive and inspect your return, we'll send you an email to notify you that your refund is being processed, and we will notify you of an approval or rejection of your refund. If your refund is approved, then it will be processed, and a credit will be applied to your original method of payment. We aim to process approved refunds within 7 days of receiving it at our warehouse.
Read more on our Returns & Refunds page.