FAQs

How are the items delivered?
The products are delivered via Australia Post, Aramex, Toll, Allied Express or Hunter Express, depending on the size and weight of the item.


Do you ship internationally?
Currently, we only ship within Australia.

Can I pick up my order myself?
Unfortunately, our warehouse is not open to public to maintain dispatch efficiency, we only use our nominated carriers for delivery.

What are the shipping timings?
Estimated delivery time frames are as follow:
For NSW, SA, ACT and QLD customers, in approximately 5 - 10 working days;
For VIC customers, in approximately 3 - 8 working days;
For NT, WA and TAS customers, in approximately 7 - 14 working days.

NOTE:
Delivery time only starts after your order has been placed and the item has been dispatched from our warehouse (usually 1-2 working days after the order).
Our delivery partners and ourselves cannot guarantee delivery on any specific dates or times as this is not something under our control.
Due to the ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases would be appreciated.

When will the item be dispatched?
Most items will be dispatched the very next day after full payment is received.
Package Not Delivered
If the item has not been delivered and returned to us, one of our customer representatives will contact you to offer our assistance.

Wrong Address
If there are any address discrepancies with your order and the product is returned to us, a customer care team member will be in touch. A re-delivery cost will occur for any products that are returned to us.

Unsuccessful Delivery Attempt
A notification will be left in the mailbox to pick up your parcel at your local post office if you are not present when the order is delivered by Australia Post.
A re-delivery cost will occur if you are not home at the arranged time.
We are unable to guarantee a delivery on any specific date or time as this is not something our delivery partners guarantee.
The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team.

I live in an apartment or a unit, will delivery driver deliver to my floor?
Deliveries to apartments and units are made to the ground floor only.

I have not received all the boxes of my order?
Sometimes our courier partners do deliver partial deliveries, the tracking information will usual say partial delivery.
The items will be delivered within estimated delivery window, if the estimated delivery window has been exceeded, please contact our support for assistance
A partial delivery occurs because of the following reasons:
  • Some items have fallen behind in transit.
  • The items are shipped from different warehouses.
  • The items have been shipped using multiple couriers due to the weight and size restrictions for your location.
We thank you for your patience and understanding in this unlikely event.

A part of the item is missing
If a part of the item is missing, please double check that the packaging has been checked thoroughly, if the part is still missing, please contact the support outlining which part of the item is missing so that we can offer our assistance.