Orders are generally processed within 1 business day after payment is received.
Orders are processed Monday to Friday, excluding weekends and public holidays.
Dispatch times may vary depending on:
- Order volume
- Courier pickup availability
- Stock availability
- Delivery information provided by the customer
While we will do our best to arrange prompt dispatch, same-day dispatch and courier collection cannot be guaranteed.
Shipping Methods
We offer free standard delivery within Australia for most orders.
Express delivery is available for an additional fee.
We use a range of shipping carriers including:
- Australia Post
- Aramex
- CouriersPlease
- Other freight partners where applicable
The courier used will depend on the delivery location, parcel size, service availability, and operational requirements.
Please note that Express Delivery refers to a faster shipping service selected from our available courier partners and may not necessarily be shipped via Australia Post Express Post.
For oversized items, heavy parcels, bulk orders, or remote delivery areas, additional shipping charges may apply. In such cases, we may contact customers to discuss available shipping options before dispatch.
If an agreement cannot be reached regarding additional shipping costs, the order may be cancelled and refunded.
Delivery Timeframes
Estimated delivery timeframes begin after the parcel has been collected by the courier.
Estimated delivery times:
- Standard Delivery: approximately 3–7 business days
- Express Delivery: approximately 2–4 business days
Rural and remote areas may require additional delivery time.
Please note that delivery timeframes are estimates only and are not guaranteed.
Delays may occasionally occur due to factors outside our control, including:
- Courier network delays
- Weather conditions
- Transport disruptions
- Peak periods and public holidays
- Local depot processing times
Tracking Information
Tracking details will generally be provided once the parcel has been dispatched.
Tracking notifications and order updates are typically sent to the contact details provided at checkout.
Customers are responsible for ensuring a valid email address and mobile phone number are provided when placing an order.
Please allow time for tracking updates to appear in the courier system after dispatch.
Address Changes
Customers are responsible for ensuring all delivery details provided at checkout are correct.
Customers must contact us as soon as possible if delivery details need to be updated after placing an order.
We may be able to update the delivery address before the parcel has been collected by the courier. However, once the parcel has been dispatched or collected, address changes may not be possible.
If a parcel is returned due to an incorrect or incomplete address provided by the customer, additional postage charges may apply for redelivery.
Delivery Delays
If your parcel has not arrived within the estimated timeframe, please contact us and we will assist by lodging an enquiry with the courier where applicable.
Local Pickup
Local pickup is available from our Melbourne warehouse for selected orders.
Customers must select the Local Pickup option during checkout.
Customers will be contacted once the order is ready for collection.
Exchange and Refund Policy
Change of Mind
We do not offer change of mind returns or refunds.
Under Australian Consumer Law (ACL), we are not required to provide a refund or replacement if you change your mind, find the item cheaper elsewhere, or no longer need the item.
Exchange (Incorrect Order by Customer)
If you have ordered the wrong item by mistake, we may offer an exchange subject to the following conditions:
- The item must be returned in original, unused and resellable condition
- All original packaging, accessories, and labels must be included
- The request must be made within 14 days of receiving the item
- Return postage is the responsibility of the customer
Once the returned item is received and inspected, we will process the exchange if the item meets the return conditions.
As we provide free standard delivery on original orders, a re-delivery postage fee may apply for exchanged items.
Please contact us prior to returning any item. Unauthorised returns may not be accepted.
Faulty or Defective Items
If your item arrives faulty or defective, please contact us within 14 days of receiving the item.
We may request photos or videos to assess the issue. In some cases, we may request the item to be returned for inspection.
If the item is confirmed to be faulty after inspection, we will offer a replacement or refund depending on stock availability and assessment outcome.
Please note:
- Items damaged due to misuse, incorrect installation, or normal wear and tear are not considered faulty
- All assessments are based on inspection results and applicable Australian Consumer Law
No Fault Found (Inspection Result)
If a returned item is tested and found to be working normally (“no fault found”), it will not be considered a faulty item under warranty.
In such cases, the customer may be responsible for:
- Return shipping costs (sending the item back to us), and/or
- Inspection and testing costs incurred during assessment
We will provide the inspection result and supporting evidence where applicable.
Return After Inspection
If a customer requests the item to be returned after inspection (for example, when the item is found to be working normally or not eligible for warranty), additional re-delivery postage charges will apply.
This covers the cost of sending the inspected item back to the customer.
If re-delivery postage is not paid, the item may be held or remain unreturned in accordance with our return process.
Damaged in Transit
If your item arrives damaged during transit, please contact us as soon as possible with clear photos of the product and packaging.
Early notification helps us resolve the issue quickly and may be required for courier claim purposes.
We recommend reporting transit damage within a reasonable timeframe after delivery, as courier claims may be time-sensitive.
Incorrect Item Received
If you believe you have received the wrong item, please contact us as soon as possible with photos of the item and packaging (including SKU if available).
If confirmed as incorrect, we will arrange a replacement or provide return instructions.
Returns After Dispatch / Cancellation
Once an order has been dispatched, it cannot be cancelled.
If you no longer want the item after dispatch, you may return it to our warehouse:
424A Station St, Box Hill VIC 3128, Australia
Return postage is the responsibility of the customer.
Refunds (if applicable) will be processed once the item is received and inspected, provided it is returned in original and resellable condition, and 20% restock fee will be deducted from the refund.
Please note that original shipping costs are non-refundable.
Returns & Inspection Process
All returns must be authorised prior to sending items back.
Once received, all returned items will be inspected by our team.
If the item is not faulty, or the issue is not covered under warranty, the customer will be responsible for any applicable return or re-delivery costs.
Unclaimed or Incorrect Return Information
If a returned item cannot be matched to an order, or we are unable to contact the customer after inspection, the item may be held for a limited period.
If no response is received within a reasonable timeframe, we reserve the right to store, dispose of, or process the item in accordance with applicable procedures.
We are not responsible for items that cannot be returned to the customer due to incorrect or incomplete contact information.
General Conditions
All returned items must be in original, unused, and resellable condition, including all packaging and accessories.
We reserve the right to decline a return, refund, or exchange if the item does not meet these conditions.
All assessments are final and based on inspection results and applicable Australian Consumer Law.
