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FAQs

Products

Can I buy a product that is out of stock?

Yes, products that are out of stock will be put on back order. 

How long will it take for my back ordered products to arrive?

Lead times for back ordered products are between 4 - 12 weeks depending on the product. Please note this is the timeframe for arrival at our warehouse, processing and shipping times are additional.

I placed an order with both in stock and back order products, can I get the in stock products shipped to me separately?

Typically orders with back order products will be held until all products arrive at our warehouse. If the in stock products you have ordered are needed urgently, please contact us.

 

Orders

I haven’t received my order confirmation, has my order been placed?

Order confirmations often go to junk folders in your inbox, so please be sure to check there first. Order histories and statuses can be viewed in your account as well. If you’re unable to find any order details this way, please get in touch with us so we can investigate.

I made a mistake, can I make changes to my order?

Please get in touch with us if a mistake has been made in your order and we will do our best to reach a resolution with you.

Can I add items to my order?

Unfortunately we are unable to add additional purchases to your order once it has been placed, we apologize.

Can I cancel my order?

Not a problem, please get in touch with us as soon as possible so your order can be cancelled before it is dispatched from our warehouse. If your order has already been dispatched, we are unfortunately unable to cancel it.

My shipping address is wrong on my confirmation email, how do I change it?

Addresses unfortunately can’t be changed by customers once an order is placed. However if you have entered the wrong address, please get in touch with us as soon as possible with the correct address.

I received the wrong items in my order, how can I fix this?

We apologize for the error, please get in touch with us so we can rectify the issue. We will need your order number so please be sure to include this in your inquiry.

I think a product I ordered is faulty, what do I do?

We’re sorry to hear it. Please get in touch with us and provide your order number so we can troubleshoot with you and rectify the issue.

 

Payment

How can I pay for my order?

We accept payment by Visa or Mastercard, or Afterpay as a buy now, pay later option.

How do I use Afterpay?

To use Afterpay, you’ll need to create an account before you checkout. See here for more information. 

 

Shipping

When will my order be sent?

In stock orders placed before 12pm are sent the same business day.

Do you ship internationally?

Unfortunately we are unable to ship internationally.

How much does shipping cost?

Shipping is charged at a flat rate of $20 per order.

How long will my order take to arrive?

Accurate estimates for delivery will be available through your tracking once it is collected from our warehouse. Average shipping times are typically 1 – 4 business days.

Will I have to be home to receive my delivery?

Yes, signature on delivery may be required. We recommend setting your shipping address to a work place or PO Box/Parcel Locker if you aren't able to be home to receive the delivery.

I haven’t received a shipping confirmation, has my order been shipped?

If you haven’t received a shipping confirmation email within 2 business days, please contact us. Orders containing back order products will be held until all products have arrived at the warehouse.

My parcel’s tracking isn’t showing any scans, what does that mean?

Parcel tracking will update once it is collected from our warehouse by the carrier. Parcels are collected at approximately 5pm weekdays.

Can I pick up my order?

Unfortunately we are unable to offer pick up at our warehouse. We apologize.

My order hasn’t arrived, what do I do?

If your order hasn’t arrived within the estimated timeframe, please get in touch with us. We can investigate with the carrier on your behalf.

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