Thank you for considering shopping with us. In order to provide the smoothest ordering process possible, the following policies apply to all orders placed with us either online or over the phone. If you require clarification on any of the following points please do contact us.
Items on our website are generally held in stock. When an item is not in stock there will be a ‘notify me’ button on the product page. By using this service, you will receive an email as soon as the item comes back into stock. Main lines are restocked at-least weekly.
While we aim to provide accurate stock information at all times, on occasion quantities can be incorrect due to breakages, supply errors and other warehousing factors. When an item listed as in stock cannot be shipped, you will be provided with available options via email.
Some items are available for Pre-order. Dates listed on our website are provided by our suppliers and are subject to change. If a date changes, we aim to contact customers who have placed orders for that item as soon as we receive updated information.
Some items may be offered for Pre order prior to release date. While we aim to keep estimated arrival dates as current as possible, these are estimates and as such are subject to change. We’ll contact customers with pre-orders whenever we receive date-changes from suppliers.
Most products available for Pre Order require a deposit of 10% (rounded up to the nearest whole dollar) or $5.00, whichever is greater.
Payments can be made towards Pre Orders by logging into your account and clicking “Make A Payment”
Customers with pre-orders will receive an email once stock has arrived and is ready to be shipped. Orders must be paid in full before dispatch. Orders not paid in full will be held for a maximum of 21 days from stock arrival.
Deposits on unpaid orders are non-refundable unless arrival dates are changed and cancellation is requested within 72 hours of date change.
CANCELLING AN ORDER
Customers are welcome to cancel any unshipped orders at any time. Please note as we dispatch orders very quickly, we may not process email requests in time. Due to this we require cancellations to be requested over the phone.
Once an order has been shipped we are unable to cancel. Please refer to our return policy if an unwanted order is already on its way to you.
CUSTOMER SERVICE EMAILS
When we require further information from you relating to your order, we will contact you via email.
This can happen if we receive an incorrect delivery address, conflicting orders or for any reasons as noted above.
If a response is required and is not received within 72 hours we may cancel your order. If an order is cancelled you will be refunded and notified accordingly.
Customer Service emails sent to you can also be found by logging into your account via our website.
While we package our orders very well and take every care when dispatching, occasionally items can arrive damaged. If you have received a damaged item please contact us within 7 days of receiving your order.
We will request a photo of the damaged goods so we can assess and offer an appropriate solution.
We may ask that you return the damaged item to us. If this is the case, we will provide a prepaid return label for you to attach to the package and take to the post office. When returning an item please ensure it is packaged well to prevent further damage.
Once we have received the damaged item back to us we can arrange a replacement or a refund.
When a refund is required, it will be processed via the payment method used when placing the order. Refunds are generally processed within 72 hours of approval.
CHANGE OF MIND RETURNS: In order for us to process a change of mind return you must make contact via email or phone within 7 days of receiving your order. Once your return request has been approved you must return the item in as-new condition, with all original packaging. Refunds are offered on the purchase value less the cost of shipping. Items received back not in as-new condition are processed at our discretion dependant on saleability of the item.
ITEMS DAMAGED IN TRANSIT: Refunds are issued as per Damaged item policy above.
ITEMS LOST IN TRANSIT: We can lodge enquiries with Australia post for items that fail to arrive within the estimated delivery time frames. The length of time Australia Post takes to process such lodgements vary. Once Australia Post deems the item lost, we can issue either a replacement a full refund to the customer.