Packages are generally dispatched within 1 working day after receipt of payment and are shipped primarily via Australia Post. Depending upon the weight and dimensions of the packed order, in some instances courier services are the faster, cheaper, and more reliable option. In these instances a range of courier service providers are utilised depending on destination and courier availability.
Some larger items are shipped directly from our manufacturing partners after ordering. In these cases the listing will state this clearly, and contact with the buyer will be established in order to discuss expected lead times, potential customs delays, etc.
The intent is always to get orders to our valuable customers as quickly and safely as possible. For all shipping service providers tracking numbers are sent to the buyer as soon as they become available.
If a parcel is returned back to the sender for any reason, including but not limited to incorrect buyer address details, re-shipping charges will be invoiced to the buyer at our discretion.
We are pleased to offer FREE shipping on online orders over $150 excl. GST to anywhere in Australia. In some cases we may need to apply a shipping surcharge to remote locations. Should this be necessary, you will be contacted to confirm this additional charge.
We currently only ship within Australia.
Orders are packed in amply sized boxes and are well protected. Over the last years, we have been working hard to reduce our plastic use. With this in mind we now use a home-compostable shredded cardboard void fill, which in many councils is accepted in kerbside recycling collection. It can also be used as mulch in the garden if mixed with compost or woodchips. As many of the items we sell are considered controlled apparatus in some states, as a policy all packages sent out are black shrink-wrapped to ensure any tampering is immediately evident. If your order arrives and you believe it has been opened prior to delivery, please document this and contact us as soon as possible.
Damaged or Incorrect Merchandise
Although all care is taken to safely pack every consignment and items are inspected for damage prior to packing, should any item arrive damaged we gladly offer a replacement. As our shipping insurance requires photographic evidence to be given within 24hrs of delivery, we kindly ask that you please open and inspect your purchases as soon as possible after delivery to check for any unlikely breakages. Please provide photographic evidence of any damage and we'll do our very best to support your requirements.
If you are delivered an incorrect item as a result of a picking error, please get in touch with a picture of the incorrectly delivered goods so we can remedy this as soon as possible. No material will be accepted or replacements issued without prior approval to return such merchandise.
We are only able to accept returned merchandise if it is in a condition which allows it to be restocked and resold. The merchandise must unused and in pristine condition and a request to return must be communicated to us within 7 days of receipt. At our discretion, we will issue store credit to your customer account or refund to your original purchase method. For change-of-mind returns the cost of returns shall be the responsibility of the customer. If you're in a position with an item you've purchased and for whatever reason no longer require or want, please get in touch and we'll be able to find a reasonable solution.
For some items local delivery or collection may be possible from our Reservoir (Victoria) warehouse. For any pickup orders approval to collect is required before purchase. Call or send an email to email@example.com to discuss.
If you have any questions at all, please get in touch via firstname.lastname@example.org and we'll get back to you within 24hrs (Mon - Fri).