Can we help? Call us on (02) 8005 0503 or 
(Mon - Fri, 8:30am - 6:00pm)
Frequently Asked Questions - Shipping & Delivery
- Q1. When will you ship out my order?
- Q2. Which courier do you use?
- Q3. Where can I track my order?
- Q4. Why have I received a different item to what I have ordered?
- Q5. What should I do if a received item is faulty or damaged?
- Q6. Why are there items missing from my order?
- Q7. Are parcels covered by transit insurance?
- Q8. Do you deliver to anywhere within Australia?
- Q9. Do you ship internationally?
- Q10. Do you provide free shipping?
- Q11. Can you ship my item by express post?
- Q12. Can I or my own courier pick up my order from your warehouse?
- Q13. What happens if I am not around when the courier delivers my orders?
- Q14. What happens if I do not receive my order in the estimated delivery date?
- Q15. Can you ship my order to a PO Box address?
- Q16. How do I change the shipping address I gave during checkout?
- Q17. Why am I unable to receive any discounts when purchasing two or more products that are eligible for combined shipping?
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Q1. When will you ship out my order?
- We will ship out your order within 3-5 business days, unless it is an item we do not stock. In these cases, these products would have listed on their respective product pages, shopping carts, and checkouts something along the lines of "Only available on request. Ships in up to 2 weeks", etc. For reasons outside our control, we ask you allow up to 5 days delivery for items once they are shipped. Please bear these time frames in mind when ordering. If, on the off chance, we cannot fulfil an order within the specified time frame, you will be promptly notified and asked whether you will like to await your original order, change your selection, or get a full refund.
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Q2. Which courier do you use?
- Currently, we only use Australia Post standard ground-shipping for all domestic orders.
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Q3. Where can I track my order?
- You can track your order shipment here. Copy and paste the tracking number provided by email once your parcel has been shipped onto this page and click "Submit" to track your parcel.
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Q4. Why have I received a different item to what I have ordered?
- This may be down to a warehouse picking error. If this is the case, we apologise and promise to deal with the matter as swiftly as possible. Please notify us here if this has happened to you and we will have your original order resent. We may ask that you return the faulty goods to us at your earliest convenience via reply paid postage. We will give you these details when you contact us.
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Q5. What should I do if a received item is faulty or damaged?
- Please contact us if your order has been received containing either faulty or damage items. We promise to replace these items immediately, though do kindly ask that you return the faulty goods to us at your earliest convenience via reply paid postage. We will give you these details when you contact us.
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Q6. Why are there items missing from my order?
- This will most likely be due to some items in your order having different shipping timeframes and thus shipped separately. See Question.1 above. If this is the case, please allow the allocated time for your missing items to arrive.
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Q7. Are parcels covered by transit insurance?
- Yes, we guarantee to honor all customer orders. If your parcel goes missing in transit - we will always take responsibility and send out a replacement.
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Q8. Do you deliver to anywhere within Australia?
- Yes, we send to anywhere in Australia. Though please bear in mind that we require someone to sign for the parcel/s and therefore cannot send to PO Boxes.
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Q9. Do you ship internationally?
- Yes, we ship internationally. Though, again, please bear in mind that we require someone to sign for the parcel/s and therefore cannot send to any PO Boxes. You can get your shipping estimate by entering your country in the sectioned labelled "Shipping" found at the bottom of your shopping cart.
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Q10. Do you provide free shipping?
- Sometimes we run promotions that include free domestic shipping. Otherwise, we offer a very competative and affordable flat rate of $9.95 delivery, nation-wide!
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Q11. Can you ship my item by express post?
- No, currently we can not offer express post, though we are looking to implement this method soon.
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Q12. Can I or my own courier pick up my order from your warehouse?
- No, at this point in time our warehouse is purely a despatch facility and not open to the public.
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Q13. What happens if I am not around when the courier delivers my orders?
- If someone is not available to sign for your parcel, a collection notice will be left either in the mailbox or on the doorstep. The addressee will then need to take this notice to the mentioned Australia Post Office for collection. Identification will be required in order to collect your parcel. If you do not collect your parcel in the noted time, a second collection notice will be left at the address. If the parcel is still not collected by the addressee then Australia Post will return the parcel to us - possibly resulting in additional shipping charges should you want your parcel resent. This also applies to international orders and their relevant local post office service.
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Q14. What happens if I do not receive my order in the estimated delivery date?
- We will always advise you via phone or email if your order is unlikely to arrived in the estimated delivery date.
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Q15. Can you ship my order to a PO Box address?
- No, we require someone to sign for the parcel/s and therefore cannot send to PO Boxes.
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Q16. How do I change the shipping address I gave during checkout?
- If you have incorrectly supplied your shipping address you must contact us as soon as possible after making your order so that we can edit your address before shipping. We cannot accept responsibility for any orders shipped to an address supplied incorrectly.
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Q17. Why am I unable to receive any discounts when purchasing two or more products that are eligible for combined shipping?
- Some bulky items are exempt from combine shipping due to their bulky size and packaging, therefore pricier characteristics - this may be the reason for shipping rates not always reducing. In all cases this will be noticeable in your shopping cart when you add/remove these items.
