Frequently Asked Questions
Ordering
Do I have to worry about taxes or GST?
Nope! GST is already included in the price.
Where are my products being sent from?
Products are stocked in our Sydney warehouse. We do not dropship any products from outside Australia, nor do we sell any “grey imports”. We only stock genuine products direct from the manufacturer.
What condition are the products in?
Products are all brand new and in their original packaging. We are supplied by the manufacturer via their authorised Australian distributor.
I’m not too tech savvy, can I order and pay over the phone?
At this time we only take online orders, however in the foreseeable future we will be taking phone orders.
Postage & Delivery
When will my products be shipped?
Once payment has cleared the products is out our doors within 24 hours. If the order was placed before 10am we aim to ship on the same day.
How do I know my items have been shipped?
After the product has been shipped, we’ll send you an email notification of the tracking and courier details.
How long does delivery take?
We use express shipping and it’ll take 1-2 days for metro areas or may take up to 3-7 days for other areas.
Look out for our email confirmation we send you when the goods are on its way. The tracking information is in there.
Which courier do you use?
We use Shippit. Tracking information can be found in our email confirmation when the goods are on its way or by logging into your Account then clicking on “Orders”.
How do I calculate postage?
We’ll do that for you! On the checkout screen just fill in your postcode and our shipping calculator will do the rest based on the weight and dimensions of your product(s).
How can I speed up postage?
Feel free to select the express postage option to expedite your delivery. But beware it may arrive faster than you may expect!
Do I have to sign my parcel on delivery?
Yes we require you to sign for your parcel. This is to ensure that the courier does not simply dump your parcel at your doorstep then run away thereafter. We want to ensure that the parcel reaches your hands.
Can we deliver to a PO Box or a parcel locker?
No, at this point we only deliver to physical addresses.
Do you guys ship overseas?
Generally no. As we’re Australian owned and operated we want local Aussies to have first dibs at our stock. If you are ordering from overseas feel free to Contact us, we’re always keen to have a chat!
I’ve received notification that my order has been posted but I can’t find it!
Depending on the value of the product we find that local couriers may take the delivery back to their depot / post office or collection point if they are unable to find the addressee of the parcel. Please let us know if this occurs and we can assist in tracking your delivery.
You can do on via the Contact us page.
Can I send the items to a different address?
Sure! Just nominate your intended shipping address when placing your order.
If you have decided to change your shipping address but your has not but not posted, please reach our to our team via the Contact us page.
I still haven’t received my parcel, what should I do?
Determine whether or not your order has been posted.
If no:
Feel free to give us a kick up the backside but contacting us.
If yes:
1. Obtain the courier and tracking information from your order
2. Navigate to the courier’s website.
3. Enter in the tracking number
4. Review whether your parcel has been delivered or not
If delivered, then contact the courier to find out where the parcel was delivered to and to whom,
If it hasn’t been delivered, relax, grab a cup of coffee and explore some of our products here.
We’ll always be on standby if you need any help with the above 🙂
Payment
What forms of payment do you accept?
At current Paypal, Credit Card (Visa, Mastercard, American Express).
Are my credit card details stored?
No your card details are never stored by us.
We utilise the services of Stripe and Paypal to safeguard your payment process with us.
Tell me more about how my payment is captured.
Glad you asked! We utilise Paypal and Stripe as our payment processors.
With Paypal on checkout we will redirect you to Paypal to complete your payment there.
With Stripe we utilise Stripe’s Elements technology so you can have the convenience of completing your order on our checkout page.
How do I cancel my order?
Change of mind? No worries!
If we haven’t posted your order yet, drop us a snappy message here
Are there any hidden costs?
No, what you see is what you’re charged.
No hidden fees, costs, tricks or rabbits up our sleeves.
Returns, Refunds & Exchanges
Can I get return a product and get a refund?
Of course! If you’re not happy with your product then neither are we.
We can exchange or refund up to a period of 60 days from the original date of purchase (provided that the product is still new, unused and in original condition). This means that the product should still be in its original packaging, with labels and tags still attached and with accompanying documents, manuals and other related paperwork included.
What’s the process for returns/exchanges?
Get in touch with our team using the Contact Us page to initiate the return. Also refer to our returns policy.
How is my refund processed?
We’ll process your refund in the same manner as how you made the purchase. This means if the initial purchase had occurred on Paypal then the refund will occur via Paypal. You will receive notification from us and the payment processor (Paypal/Stripe) that the refund was successful. Sometimes the refund can take up to 7 days to settle. This really depends on the banks however we can assist by making inquiries with the relevant payment processor.
I’ve ordered the incorrect size, what do I do?
Reach out to us here we’ll make sure you’re re-united with the correct product.
Where can I find more information regarding returns, refunds and exchanges?
Our refund policy has further information regarding returns, refunds and exchanges. Alternatively if you don’t find what you’re after feel free to Contact Us