Shipping policy

Shipping, Delivery & Returns Policy

Shipping costs

Shipping fees are calculated at checkout and vary depending on what you’re buying (size/weight and carton count), where the item ships from, and your delivery postcode.

The final shipping cost is shown before you pay. If you request an address change after ordering, extra shipping charges may apply (especially if the parcel has already been booked or dispatched).

Order cut-off & dispatch time

Orders placed and successfully processed before 2:00pm (NSW time) on a business day are usually dispatched within 12–24 business hours.

Orders placed after 2:00pm, on weekends, or on public holidays are processed on the next business day.

Some products may have a different dispatch timeframe (for example, pre-order items). If so, the dispatch estimate will be shown on the product page.

Delivery estimates

Delivery time estimates shown at checkout are indicative only and begin after dispatch. Timeframes can vary due to carrier networks, peak periods, weather, and regional/remote delivery routes.

Delivery estimates assume standard access and delivery to a ground-floor front door.

Where we deliver (Australia + limited New Zealand)

We ship Australia-wide. We also ship to New Zealand on a limited basis, and New Zealand orders may require longer dispatch and delivery lead times.

We don’t currently ship to countries other than Australia and New Zealand.

PO Boxes & Parcel Lockers

We generally can’t deliver to PO Boxes or Parcel Lockers, as many items are bulky and may not be accepted by those services.

Authority to leave / signatures

A signature is not required for every order. Depending on the carrier, item type, and delivery location, parcels may be:

  • left in a safe place (where permitted), or

  • delivered with a signature requirement set by the carrier.

If delivery can’t be completed, the carrier may leave a card and you may need to arrange redelivery or collection.

Remote/oversized shipping

In rare cases, delivery to certain postcodes (especially remote areas or oversized items) may attract higher-than-normal freight costs. If this happens, we may contact you before dispatch to confirm an additional shipping charge. If we can’t reach an agreement, we may cancel the order and provide a full refund.

Delivery issues

Incorrect address / failed delivery

Please double-check your delivery details before placing your order. If an order cannot be delivered due to an incorrect or incomplete address, you may be responsible for additional fees to redirect or resend the parcel.

If delivery fails due to your error after two delivery attempts or 21 days (whichever occurs first), we may cancel the order. If cancelled, we’ll refund the order value minus shipping fees and reasonable handling costs (including duties/taxes where applicable).

Returns & support

Change-of-mind returns

If you change your mind, you can request a return within 30 days of receiving your order. Returned items must be unused, in original condition, with all parts/accessories, and suitable for resale.

Change-of-mind returns are at the customer’s cost, including:

  • the original shipping cost (even if a shipping promotion applied), and

  • return postage back to us, and

  • any taxes/duties (if applicable).

After the return is received and inspected, approved change-of-mind returns will be issued as a refund or store credit, depending on the circumstances and approval.

Wrong item sent

If the wrong product is sent, please contact us as soon as possible (ideally within 3 days of delivery). We’ll arrange the correct item and organise return of the incorrect one at no cost to you.

Faulty, missing parts, or damaged items

If your parcel arrives clearly damaged, take photos/video and contact us immediately. If possible, refuse delivery.

If you notice missing parts, a fault, or damage after delivery, please contact us as soon as possible (ideally within 3 days) with clear photos/video so we can help quickly.

Consumer guarantees (AU & NZ)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act 1993 (CGA). You may be entitled to a repair, replacement or refund depending on the nature of the issue.

Nothing in this policy is intended to limit your rights under the ACL or CGA.

Note (NZ): If you purchase goods for commercial purposes, the CGA may not apply.

Disclaimer & limitation of liability

To the maximum extent permitted by law (and except where your ACL/CGA rights apply), all implied terms, conditions and warranties are excluded.

To the extent permitted by law, liability is limited to the amount you paid for the product(s) relating to the claim. This does not apply where liability cannot legally be limited.

Cancellations & Exchanges

Cancellations

You may request cancellation of all or part of an order before it enters dispatch processing. If approved, you can choose a refund or store credit for the amount paid for the cancelled items (including shipping, if no other items remain on the order to be shipped).

After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process orders as quickly as possible (sometimes within hours of you placing your order), please lodge cancellation requests as soon as possible after ordering.

Once an order has been dispatched and tracking has been issued, it cannot be cancelled.

Exchanges

We don’t offer direct exchanges. If you need a different item, please place a new order. If eligible, you can return the original item under this Returns Policy.

Events outside our control

Delays can occur due to events outside our control (carrier disruptions, severe weather, public holidays, emergencies, and similar events). We’ll do our best to keep you informed where possible.