Welcome to our Help Center

Shipping and delivery of orders : General questions

Follow

Question: How much does delivery cost? 

Answer: Delivery fees vary, depending on which of our web sites you are ordering through. For example, delivery fees for Australian orders are capped at $14.95, and are free for orders over $100. 

Question: Where do you ship? 

Answer: We ship anywhere in Australia. 

Question: Do you ship to PO Boxes? 

Answer: Yes! We’re happy to ship to a PO Box in Australia. However, your order can not be more than 1m x 1m in size and weight more that 20kg.

Question: How long does standard delivery take? 

Answer: From the moment you click ‘order’ it usually takes about 5-10 days for delivery. If you’re wondering about the status of your order, we do send you an email when your order ships which provides you with a tracking number to track your delivery.

Question: Do you guarantee your shipping times?

We are not able to offer a 100% guarantee as we utilize third party courier companies to deliver your order. Delays can and do happen, but we find that most of our orders are delivered within the above time frame. We do not offer shipping refunds in the event that a delivery is late

Question: What happens if I am not home when my item is delivered?

Answer: All our Couriers have "Authority to leave". This means, they may leave the item in a safe place. If they do not think it is safe to leave an item, they will leave a calling card, and either deliver your order to the closest post office, or ask you to call then to arrange a suitable delivery date and time. 

Question: What happens if I am on holiday when my item is delivered.

Answer: It is your responsibility to either be at home to receive your parcel or to arrange for a neighbor to take receipt. As our Couriers have authority to leave your parcel at your home if they deem it safe, the item will be left until someone can collect it.

Alternatively, when you place your order, please can you ask us to place it on hold. Your order will be moved into a ON HOLD - delayed delivery status and it will be your responsibility to contact us on the day you want it to move into Production

Question: My delivery address seems to be different to what I have entered and now my parcel has been delivered to the wrong person.

Answer: We do not tamper with your billing or shipping details that you entered at checkout. You will also be emailed an invoice after placing your order and its important you check this to ensure it is correct. We can only make changes to a delivery address before an order has been shipped. 

If your order has been delivered to the incorrect location, hopefully it will be returned to sender. If our Production team do receive it back, we can re-ship it to you. This will incur an additional shipping fee. If your item is not returned, you will need to place a new order.

Question: I have entered the incorrect delivery address, what should i do?

Answer: Please contact us immediately as soon as you become aware of this. If your item is still in Production we will be able to update the delivery address, but if your item has already shipped there is nothing we can do.

Question: Can I collect my order?

Answer: No, as an online eCommerce business, trying to pass on cost savings to our customers, do we not offer a collection service. 

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments