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Processing
Orders are processed in accordance to your delivery preference.
Orders will be usually dispatched for delivery within 1-2 business days. Please refer to Shipping Time Table for more details.
Orders are processed and shipped on business days only (Monday through Friday, excluding public holidays).
We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or mis-delivery as a result of your incorrect data entry.
We're sorry we only deliver online orders to Australian and New Zealand addresses.
Your order will be delivered by Australia Post in Australia and Seko in New Zealand. If you select “Authority To Leave”, we regret we cannot be held liable for any lost or stolen parcels and therefore we cannot offer any replacement orders or refunds.
Please ensure that someone will be present to sign for it. If no-one is available, our Delivery Partners will leave a card with details of where you can pick up your parcel. To ensure secure and undamaged delivery of your order, we will not be able to leave it 'hidden' at the address.
New Zealand customers please expect a possible delay for the following reasons:
• If your order value is over AU$900 it may get held at NZ Customs whilst we provide the required documentation
• If your order contains flammable items. These orders are shipped once per week, on Fridays.
Payment Authorisation
All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and shipped.
Maximum Purchase Policy
We must limit orders to eight (8) of any single item, and/or fourteen (14) items per customer per order. Orders exceeding these limits will not be accepted and are subject to cancellation upon written notice. In addition, we are unable to accept more than 3 orders per day from each customer. If you have any questions, please call us at 1800 661 062 (AU) or 0800 352 802 (NZ) or Contact Us and we will be happy to assist.
Order Status
Check the status of your most recent orders by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your online orders.
When you click on Order Status you will be prompted to log in with your email address and password. An order summary page will provide you with detailed information about your current and past orders.
After your order is dispatched you can track the delivery status of your order online with our courier by visiting Australia Post website www.auspost.com.au for Australian customers and Seko website https://track.omniparcel.com for New Zealand customers.
Please note Delivery Partners may not post tracking information online for up to 24 hours after the order is dispatched.
Order Cancellations
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
• Item(s) not available.
• Difficulty in processing payment information.
• Cannot ship to the address provided.
• Duplicate order was placed.
• Breach or violation of the Terms and Conditions .
If your order is cancelled, you will receive an email to explain the reason for the cancellation, unless we believe the order has been placed fraudulently. Your original payment method will be refunded for the appropriate amount.
Unfortunately, we cannot make any changes to an online order once payment has been received. Australian customers please see the link to our returns portal to ensure you meet the conditions of our returns policy and follow the instructions. New Zealand customers please contact us first to be given individual return instructions. All returns must be received within 14 days of receipt of the order. Once received by our returns department, we will contact you to confirm that the exchange or refund has been actioned.
If you wish to change the shipping address once the order has been dispatched, you can do this directly with Australia Post via the link below:
https://auspost.com.au/receiving/manage-deliveries-in-transit/redirect-parcels-in-transit or call them on 13 76 78.
Find a Missing Package
If the tracking information for your package confirms delivery and you cannot locate the delivered package:
• Check with neighbours and family members
• Look around the delivery location
• Check for notice of attempted delivery
• Contact the carrier (i.e. Australia Post or Seko)
Customer Service
Contact Us
If you need help, email or call Customer Service at 1 800 661 062 (AU) or 0800 352 802 (NZ) or contact us and we will be happy to assist.
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