Refunds, Pricing and Delivery Policy
Orders received and processed by us before 11:59pm AEST each business day (in NSW) will be dispatched on the following business day for Next Day Dispatch products. Orders received and processed by us on Friday or weekend days will be dispatched on the following Monday for Next Day dispatch products, whilst Fast Track will dispatch within 1-3 business days after the preceding weekend.
Regional areas will dispatch within 1-5 business days. Delivery times may vary due to external factors beyond our control.
If you are not home to receive a delivery and you have not authorised us to leave the package at the door, a card will be left with details to organise an alternative delivery day with our delivery provider.
We work with a number of third party delivery providers in order to deliver our products nationwide. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised and before your order is dispatched.
Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.
For larger high value items, we may be able to offer an alternate delivery service. However, this is not available for all items and all areas. Our Customer Care team can confirm if this is available for your order and area. Additional fees and charges will apply for this service.
- All delivery prices online are GST exclusive.
Extended Delivery Items
Some non-stocked lines may incur an extended delivery time as they are shipped direct from our supplier. For these items, after placing your order online one of our customer service team will contact you to confirm freight and delivery times. Any delivery costs will be charged to you separately after this is confirmed with you by our team.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
- Additional non-returnable items:
- Special Ordered or Non-Stocked Items are Non Refundable.
- Gift cards
- Downloadable software products
- Some health and personal care items
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Note: A 20% handling fee may apply to goods returned against orders incorrectly executed.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
In the rare case that a product is advertised on our website or any marketing communications at an incorrect price due to human error, computer malfunction or other reason, we reserve the right to correct these errors. This may include cancellation and refund of existing orders or removal of products from sale if price adjustments are required.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are deemed defective, faulty or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 98 Auburn Street Wollongong New South Wales AU 2500.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 98 Auburn Street Wollongong NSW 2500
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Note: Our Credit Card surcharge is currently at 1% if using Credit Card Online.