Due to recent global events, our shipping policy has now bee updated to align with new COVID-19 laws and safe handling practices issued by the Australia Government.
Please note:
• All orders will be processed with “Authority to Leave” checked. Regardless of your request on the checkout notes.
• A courier will ring the doorbell while maintaining a safe distance from your door to avoid any physical contact.
• The driver will then proceed to leave your items at the front or somewhere safe
• If we have advised you that the delivery is coming on that day and no one is there to take delivery and there is no where safe to leave the parcel (gated premises, businesses, shopping centres), the driver will have to take the item back to the warehouse and we will need to organise re-delivery. (Re-delivery charges apply)
• NOTE: The driver is not required to bring your items into your premises. The driver is prohibited from entering your premises your safety as well as theirs. Do not ask the driver to carry the boxes inside. The delivery service is just for delivering your items to the front of your premises, you will need to organise to bring the items in yourself.
As our store is using an automatic calculation method for shipping freight costs. The formula is not 100% accurate, therefore, if we receive an order that is undercharged in freight costs, we may contact you to request for additional shipping fees to cover the shipping costs. If you do not wish to pay the additional fees, we will be more than happy to refund your order in full.
We aim to dispatch all orders within one business day after full payment is made. If you need to cancel a purchase after the order has been dispatched, please note that the postage fee may not be refunded. Additional postage fees may apply for re-delivery or return to sender consignments.
Pickup is available, as we have pickup points in Melbourne, Sydney, Perth & Brisbane.
However, in the unlikely event that your item is sold out or unavailable in a certain city, we may contact you to swap to an alternative product or provide you with a full refund.
Due to the size of certain products we have listed on our website, we are unable to deliver to PO boxes. If you are living in certain areas where our freight company does not service, we may not be able to post to certain areas. Contact us if you would like to check if we can service your area.
Processing Order: Once an order has been placed, we will aim to dispatch your order within 48 hours (dispatch time may vary depending on availability of stock in which we will contact you to advise of any delays.)
Dispatch: Once the order has been dispatched from our warehouse, we will send you a confirmation email to notify you that the order has left our warehouse and is on the way.
Tracking: Usually if there are any tracking information such as tracking numbers or links provided by the freight company we will include them in the confirmation email once it has been dispatched.
From there, you will be able to track the order and get an ETA on the delivery.
In the unlikely event we dispatch the wrong product to you, let us know as soon as you can, ideally within 3 business days of receiving your delivery. Please avoid ripping apart the box and keep all packaging materials and pack the item back up as close to its original condition as possible. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
Usually, delivery takes anywhere between 1 and 5 working days after dispatch, depending on your location. Remote/rural areas may take a little longer as the freight company we use may transfer your delivery to a 3rd party courier, there are certain areas (Metro areas) that are delivered by our own courier, in such cases, there will be no tracking number.
If the delivery is dispatched via a freight company, you will be given a tracking number, please use it to track the delivery status of your order.
NOTE: The freight company will not call you to organize a time or let you know the delivery is coming, so do not leave a note in checkout to request that the driver call you before delivery as they will not do so. We urge you to check the tracking details and prepare to receive the delivery.
Unfortunately, we do not offer stock transfer between our branches. Meaning if an item is unavailable for pickup in one of our warehouses, we cannot transfer the item to the next warehouse for pickup. In some cases, if stock transfer is requested, we can organize this, however the delivery charge to transfer will be paid by the buyer.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, and contact us immediately. We’ll forward your feedback to our delivery partners and manufacturers to ensure our service and the quality of packaging is improved.
If you find any damages after opening the package, please take photos or videos showing the damages and contact us within 3 days of receiving the item.
The type of solution we offer will depend on the circumstances. We will work closely with you to find a suitable outcome that you’re happy with. For example we may arrange to:
