Order Queries
We will process your order as soon as possible and in most cases despatch the same day from our Melbourne based warehouse, subject to payment confirmation and provided that your order has been placed before 2pm on a business day. Otherwise we will despatch your order on the next business day.
If we have problems in processing your order, we shall contact you firstly via email and then via phone. Please ensure you provide a valid email address and daytime contact number. If we attempt to make contact with you, please get back to us otherwise your order will be cancelled in 14 days.
All orders are discretely packaged with no indication of the contents of the parcel (except where necessary for customs clearance purposes). External company labelling can be omitted upon request.
- Cancelling / Modifying Orders
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To cancel or modify an order after the order has been placed, please contact us immediately and quote your order number.
Although we will do our best to cancel or modify your order, our ability to do so depends on when the order was placed, therefore we cannot make any guarantees.
- Lost / Missing Parcel
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If you're waiting to receive your parcel and think it should have arrived by now:
- Note that delivery times listed above are from the time your parcel is despatched, not from the time you place your order. Also “business days” means Monday to Friday and doesn’t include public holidays. Delivery times are given as an indication only and may vary due to unforeseen circumstances.
- Check at your local post office or mail centre as the parcel may be held there.
- Check with your work colleagues and the mailroom as they may have collected the parcel on your behalf.
- Check to make sure the delivery address you provided was correct.
Done all the above and still no parcel? Contact us immediately with your order number and we’ll look into it for you. We rely on our carrier for delivery and are unable to offer any compensation for lost parcels, but will offer all reasonable assistance to locate any missing parcels.
- Missing or Damaged Items
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Contact us immediately if any items in your order are missing or damaged. We replace all damaged or missing products by standard delivery, at our expense. Damage to packaging is not considered damage to the product. Whilst we seek to package all items with bubble wrap (and/or other packaging material) to minimise any damage, we will not be liable for damage to packaging due to delivery.
- Returns & Refunds
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We will happily accept returns of UNUSED and UNOPENED products provided that we receive your request within 14 days of the ORDER date.
However, a no refund, exchange or return policy applies to special offers, clearance offers or sale items.
Please note that we do not refund the original delivery fee and that any free items / gifts must also be returned if your order no longer qualifies. To return a product, please follow the steps below:
- Contact us to request a product return & refund.
- Pack and seal the item/s in their original shipping package and post it back to us.
- Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (excluding the original delivery fee) to be refunded to the original credit card or PayPal account. Please allow up to 14 days from the date we receive the returned goods for the refund to be processed.
