Shipping and Returns Policy
Shipping & Returns
Shipping
After completing your order, you will receive an email confirmation. If you should not receive this email (check your spam folder) and payment has been recorded, please contact us.
Goods are usually shipped within 1-2 days of receiving your order, and you will receive an automated "Awaiting Shipment" email when the order is packed, ready to ship. This will be changed to "Shipped" after the order is received by Australia Post or the courier and you will receive an email with the tracking information.
Shipping cost is per order (except for large /bulky items - see below). Our standard shipping method is by courier service. For your security we may require a signature for high-value items - if you are not home the courier will leave a card. If this is inconvenient you may wish to use your work address as the shipping address. Let us know in the Comments box at checkout if you want the parcel left if you are not home (and where).
For our local customers (within NSW), we have the option for you to select “Local Pickup in store” - buy online to secure your purchase and let us know in the comment box when you would like to collect your item at our sydney warehouse, and save on shipping.
When will my order arrive?
Depending on the size of your parcel & where it is going, generally delivered overnight to eastern capital cities, slightly longer to WA and regional areas. Courier times vary with destination - generally 4-8 days, but may be longer to regional areas or if delays are occurring due to events such as bushfires and COVID-19 which cause disruptions.
If your parcel has not arrived in 10 days:
- Check tracking information provided to see where it is
- If tracking suggests it has been delivered, and you cannot find it on your premises, contact us
- Late/missing items, if you have not heard from us regarding delays, contact us.
Rural and Regional Australia deliveries
Orders being sent to remote and regional areas may incur additional charges. We will contact you prior to dispatching your order if additional charges are involved or if there is an issue with delivery.
Out of stock items
We carry most items listed on our website in stock although sometimes we may be waiting on stock to arrive from our suppliers. If this is the case you will be notified via email if the lead time is expected to be more than 7 business days. You can advise us if you wish to have item put on back order & wait or if you wish to cancel your order & receive a refund. We appreciate your patience in these instances.
Faulty Goods
If the product is faulty or defective (warranty claims), please contact us and email photos of the fault within 14 days of purchase.
In most cases where products are replaced, it is possible that we will not need the defective product back, unless we request otherwise. Replacement and return postage is covered by the warranty and must be returned within 14 days of purchase (if a return is requested within the 14 days of purchase, we will refund your postage).
Exchanges and Refunds of Goods
Should you wish to return a product please email or phone us within 14 days from the date your order was shipped.
In accordance with the Department of Fair Trading we are not required to accept return of an item due to change of mind or incorrect choice however we assess each request on a case by case scenario.
If we choose to accept return of the item a restocking fee of 20% of the item price may be applied. The goods must be unused, undamaged and in perfect condition. The original postage price will not be refunded.
If the product comes in a specific box, we request that you do not affix any labels or tape to the box and that you wrap the box before sending it back to us. Note however, you are not required by law to return the goods in original packaging.
You are required to source your own delivery of the product back to us. We recommend you use a service which provides you with proof of delivery. Once the item is returned you will be refunded within 7 working days less the original freight cost and any restocking fees.
If you are requesting an exchange of a product you will be required to pay the freight cost of shipping this product to you.
Special orders
If you have requested a non-stocked item be bought in especially for you please consider specifications carefully as we cannot return these if you change your mind. Generally we will only accept returns for goods that are faulty, not if you change your mind.