THANK YOU for your continued support during these changing times, we are doing everything we can to ensure your order is delivered to you as quickly and safely as possible.Currently both our team and the customer service staff for must courier companies are working remotely, this may cause some slight delays in our response times and we appreciate your patience whilst we do our best to assist you as quickly as possible.
All orders are packaged and dispatched from our Sydney warehouse. If you have selected priority dispatch, this will ensure that your order is picked and packed above all standard orders and is the first to leave our warehouse, however it does not guarantee a faster shipping timeframe.
Expected delivery timeframe from date of dispatch:
Metro - 10-21 business days
- Regional – 14-21 business days
- New Zealand – 14-21 business days
Some parcels may arrive sooner however this cannot be guaranteed, and we are unable to open investigations or request further tracking updates from the couriers until the above timeframes have been exceeded.
Why Are There Shipping Delays?
As well as increased sanitation checks and changes to delivery driver protocols, here are the main reasons why your parcel may be delayed or experience delayed tracking information:
Government Restrictions – Staff numbers both in our Sydney warehouse and at all carrier depots have decreased to comply with current government restrictions.
State Borders Locked Down – When state borders are locked down there are large delays to get through border check points where individual parcel and driver screening is required. This has added extended delays to orders travelling across states.
Government Restrictions on LGAs and staffing at Depots – Staff numbers at all carrier depots have decreased to comply with current government restrictions.
All deliveries across Australia are now contact-less which means there are number of changes to delivery protocols, please make sure to read through the updated shipping FAQs below :
Delayed or Lost Parcels
Once your order has been dispatched please keep track of your parcel so that you are notified if your parcel is taken to a collection point.
All courier collection points will hold your parcel for up to 7 business days. If your order is not collected, it will be returned to sender and you will be required to cover the standard postage charge of $9.95 to re-ship your order.
If your parcel has not been delivered within the advised shipping timeframe OR if your parcel has not received an update in 14 business days, please contact us immediately.We will do everything we can to assist with delayed parcels, but please note we are unable to open an investigation with a courier until 28 business days has exceeded.
ReturnsIf you are returning your order to us, please make sure you get a tracking number for the return.
Due to shipping delays across Australia it may take up to 28 business days for your return to reach us, so please keep a record of your tracking number to ensure it is successfully returned.
We do not take responsibility for any orders that are lost in transit whilst being returned to us without a valid tracking number.