1. When will your company dispatch my order?
Orders are normally dispatched within 1 business day. Our team works around the clock to get deliveries out to customers as soon as possible. However, there may be slight delays during peak times, though.
2. How long will it take to receive my order?
Delivery takes 1 to 6 days to major Australian cities, depending on where exactly you are located. Deliveries to rural and regional areas will sometimes take longer, as we may engage third-party contractors to deliver goods. Delays may also occur due to increases in sales volume and factors outside of our control, such as Christmas season.
3. How do I go about tracking my order?
A confirmation email containing a tracking number and courier information will be sent to you as soon as your order has been dispatched. Note that tracking information can take up to 48 hours to appear.
4. Is it possible to change my delivery address after placing my order?
You can still update your order details ( such as shipping address, contact numbers ) as long as your order still hasn’t been dispatched yet. Please contact us as soon as you can if you need to make any changes.
However, you are not able to change your delivery address if your order has been picked up by the freight company. Before completing your order, please ensure that your shipping details are correct.
5. What is the cost of shipping/delivery?
The cost of shipping your goods is calculated during the checkout process at the cart stage. It takes into account your item quantity, as well as weight, dimensions and your location.
6. Are there services not included in the shipping cost?
Yes, these include address changes, remote delivery, offloading, re-deliveries .
7. What happens if my order arrives when I am not home?
There is an ‘ Authority to Leave ‘option at checkout for when nobody is available to sign your order. In such cases, the freight company will not be held liable for any losses that occur after delivery.
Please note, if you didn’t select ‘Authority to Leave’ and nobody to sign your order on delivery, a redelivery fees may be charged by the freight company.
8. What happens if my goods are damaged when they arrive?
Our company makes every effort to ensure that goods are packaged sufficiently to avoid transit damage. If, however, you happen to receive a damaged parcel, then you can file a transit insurance claim by noting the damage/condition on the consignment note and contacting us. Important: You must contact us within 48 hours of receiving your goods for claims to be deemed valid.
9. What exactly can’t you be held liable/responsible for my delivery?
We cannot be held liable for transit and delivery losses or damages that occur with authorization for goods to be left with no signature. We can also not be held responsible for ETAs or any delays, including those due to weather, accidents, local disruptions, location or area inaccessibility.
10. Is your company able to deliver to parcel lockers or PO Boxes ?
No, unfortunately not. Please make sure to provide a physical address.
11. Can you deliver my order to a depot?
If you live in a remote area, possibly, but generally shipping addresses cannot be a depot.
12. Are you able to deliver to remote areas within Australia?
Our delivery cover 99% of Australia postcode. If you are not able to checkout with your shipping address, please contact us and our friendly staffs are more than happy to help.
13. Is it possible for me to collect my order?
Yes, this is an option that you can select at the point of checkout. You will receive a notification once your order is processed and ready to pick up. Our warehouse is open on weekdays between 9 and 5 pm. Our address: 8 / 8 Gladstone Road, Castle Hill, NSW 2154