Frequently Asked Questions
Got a question? We’ve got you covered! Check out our FAQs below for quick answers to common questions. Still need a hand? No worries! Just email our friendly team at [email protected]. We’re here to help Monday to Friday, 9 AM–18 PM AEST.
Ordering & Payments
How do I place an order?
Simply browse our website, choose the products you’re after and follow the checkout instructions. Once your order is placed, you’ll receive a confirmation email with your order details.
What payment methods do you accept?
We currently accept bank transfers only. You’ll receive our payment details during checkout so you can complete your payment securely through your banking app or internet banking.
How long does it take to confirm my bank transfer?
Most bank transfers are processed within a few hours, but some banks may take 1–2 business days. We’ll process your order once the payment shows up in our account.
Do you offer next-day dispatch?
Yes! Once your bank transfer has been received and confirmed, we’ll get your order packed and dispatched by the next business day.
Please remember that next-day dispatch means your order leaves our warehouse by the next business day, not that it arrives the next day.
Can I change or cancel my order?
Made a mistake? No worries! Get in touch with our support team as soon as possible. If your order hasn’t been dispatched, we’ll check what we can do.
Shipping & Delivery
Where are your products shipped from?
All our products are stocked right here in Australia and shipped from our local warehouse. That means no waiting for overseas deliveries or dealing with customs delays.
How long does delivery take?
We ship our orders through Australia Post. Here are our estimated delivery times:
City Estimated Delivery
Sydney 2 business days
Melbourne 2–3 business days
Brisbane 3–4 business days
Canberra 3–4 business days
Adelaide 2–3 business days
Hobart 3–4 business days
Darwin 3–4 business days
Perth 4–6 business days
These are estimates only. Delivery times may vary depending on your location, public holidays and Australia Post delays.
Orders placed after 2 PM AEST may require an extra business day for processing.
How can I track my order?
Easy! Once your parcel has been dispatched, we’ll email you a tracking number and a link to Australia Post.
You can use the link to check where your parcel is and when it’s expected to arrive.
Do you offer free shipping?
We no longer offer free shipping. Instead, we provide flat-rate shipping options, including Standard Post and Express Post, so you can choose what works best for you.
Why is my delivery taking longer than expected?
Sometimes Australia Post experiences delays due to busy periods, public holidays, weather or transport issues.
If your parcel contains batteries, Australia Post may also move it by road instead of air for safety reasons, which can add extra delivery time.
If you’re worried about your parcel, just get in touch and we’ll help you check what’s happening.
What if my tracking says delivered, but I haven't received my parcel?
First, have a quick look around your property. Australia Post may have left your parcel somewhere safe.
It’s also worth checking with anyone else at home or your neighbours.
Still can’t find it? Contact Australia Post to investigate. If you need further help, our support team is happy to assist.
What Happens If I Don't Receive My Order At All?
Haven’t received your order? No worries, we’re here to help!
First, check your Australia Post tracking details and have a quick look around your property in case your parcel was left somewhere safe.
If you still can’t find it, simply head to our Contact Us page and tell us what happened. Please include your order number so our team can look into it.
If your parcel is confirmed lost or hasn’t been delivered, we’ll work with you to sort things out and arrange a replacement, refund or suitable compensation, depending on the situation.
We want to make sure you get what you’ve paid for!
Why Don't You Offer Express Shipping?
We know everyone wants their order to arrive as quickly as possible!
Unfortunately, some of our products are subject to Australia Post’s transport restrictions, which means they may need to travel by road instead of air.
Even when parcels are sent through Express Post, Australia Post may transfer them to road transport at their sorting facilities. This can cause unexpected delays and sometimes make Express Post no faster than Standard Post.
That’s why we’ve decided to stick with Standard Shipping for now. It helps us keep delivery costs reasonable and gives customers more realistic delivery expectations.
Don’t worry, we still aim to dispatch your order by the next business day once your payment is confirmed. You’ll also receive a tracking number so you can follow your parcel all the way.
Can I pick up my order from your warehouse?
Sorry, we don’t currently offer local pickup. All orders are sent directly to customers through our delivery service.
Products & Returns
Are your products genuine?
Absolutely. We source our products directly from brands or trusted suppliers. Everything is genuine, factory-sealed and sent from our Aussie warehouse. No surprises, just what you ordered.
What if I receive the wrong product?
If we’ve sent you the wrong item, please get in touch with your order number and a photo of what you received.
We’ll check what happened and help sort it out as quickly as possible.
What if my product arrives damaged or faulty?
We’re sorry if something isn’t right with your order.
Please email us your order number, a brief description of the issue and a few photos if possible. Our team will review the problem and help arrange a suitable solution in line with your rights under Australian Consumer Law.
Can I return or exchange a product?
If your product is faulty, damaged or not as described, please contact us so we can help.
For change-of-mind returns, please check our Returns Policy for eligibility and conditions.
Your rights under Australian Consumer Law still apply.
Customer Support
How can I contact customer support?
Need a hand? Just send our friendly support team an email.
Whether it’s about your order, payment, delivery or anything else, we’re here to help.
What are your customer support hours?
Our support team is available Monday to Friday, 9 AM to 18 PM AEST.
You can email us anytime, and we’ll get back to you as soon as we can during business hours.
How quickly will you reply to my email?
We aim to reply as quickly as possible during business hours. Some enquiries may take a little longer if we need to investigate an order or check with our delivery partners.
What information should I include when contacting support?
To help us sort things out faster, please include your order number, the email address used at checkout and a short description of your enquiry.
For payment or product issues, a screenshot or photo can also be helpful. Please hide any sensitive banking information.
Shopping With Us
Why should I shop with you?
We keep things simple. Genuine products, local Australian stock, tracked shipping and a friendly team ready to help.
No overseas shipping hassles and no unnecessary runaround.
Do you ship Australia-wide?
We offer delivery to eligible locations across Australia. Shipping availability and delivery options will be shown during checkout.
Do you accept international orders?
Sorry, we currently only offer delivery within Australia.
Is my personal information kept secure?
We take your privacy seriously and use your personal information to process orders, arrange deliveries and provide customer support.
