Help Centre
Shipping
Shipping
I am overseas, will I be charged duties/VAT?
Unfortunately, there is no easy answer to this. Every country has its own rules regarding products coming in and the taxes and duties related to the value. Some countries have a high threshold value, meaning there is a high chance you will not be charged extra taxes or duties, whereas some countries have a very low value, and you will most likely be charged when your item arrives in your country. We strive to provide the best possible experience when shipping around the world however the fees are not in our control and is not something we cover. If you are charged these fees, you will need to pay in order for you to receive your items. If unclaimed, it will most likely be returned to our warehouse, we are not able to refund shipping fees if this happens. If you need more help regarding this issue, please contact us!
Where do you ship to? How much is it? How long does it take?
We’re based in Adelaide, Australia and we ship worldwide. We use local AusPost within Australia and use DHL express for worldwide orders to make sure you get your order FAST. Find everything you need to know about shipping below.
Track status of your back-order?
Track back-order update in our status page here.
SHIPPING INFORMATION
We are an Australian company based in Adelaide. All domestic orders are shipped from our Sydney warehouse via Australia Post. We also provide worldwide shipping to customers all over the world using DHL e-Commerce.
SHIPPING COSTS
Domestic - Australia
- AusPost Standard Shipping (4-6 Business Days)
- Orders under $99 - $3.99
- Orders between $99 and $150 - $2.99
- Orders over $150AUD - FREE AusPost Standard Shipping (4-6 Business Days)
- AusPost Express Shipping (1-2 Business Days) - $5.99
- Orders over $99AUD - AusPost Express Shipping (1-2 Business Days) - $4.99
International
Zone 1
Countries: New Zealand
- DHL Shipping (4-14 Business Days) - $9.99AUD on orders under $150AUD
- Orders over $150AUD - FREE DHL Shipping (4-14 Business Days)
- Express International Post (2-6 Business Days) - $19.99
- Orders Under $150 - $19.99
- Orders Over $150 - $14.99
Zone 2
Countries: Canada, China, Fiji, Hong Kong SAR, India, Indonesia, Ireland, Japan, Macao SAR, Malaysia, Papua New Guinea, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam, Bangladesh, Brunei, Myanmar (Burma), Pakistan, Cook Islands, Nauru, Samoa, Solomon Islands, Timor-Leste, Tonga, Vanuatu
- DHL Shipping (4-14 Business Days) - $2.99
- Orders over $150 AUD - FREE DHL Shipping (4-14 Business Days)
- Express International Post (2-6 Business Days) - $9.99
Zone 3
Countries: Rest of World
- DHL Shipping (4-14 Business Days) - $2.99
- Orders over $150AUD - FREE DHL Shipping (4-14 Business Days)
- Express International Post (2-6 Business Days) - $19.99
SHIPPING TIMES
All Australian orders are sent via Australia Post and will have the option of either Standard Shipping (4-6 business days), or Express Shipping (1-2 business days).
We work hard to dispatch all orders on the same business day providing they are placed before 10 am AEST.
Once an order is placed, our team will carefully collect your item(s) and package it, so please allow 12 hours and up to 72 hours for our team to pick and pack your order. All orders are sent when all the item(s) on the order are ready in full - this means that if you have a pre-order or backorder item in your order, we will wait until that latest item is available and then send your order out.
Please note we do not dispatch orders on Public Holidays or weekends.
Finally, once we pass your item(s) to our courier, your package is with a different provider. We completely understand delays are frustrating when they occur, however once your order is with the courier, any issues are beyond our control and need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
International orders will also be shipped through DHL e-Commerce post with the exception of our PowerPack range. Expect most orders to be delivered within 4-14 business days. International orders will all ship with tracking links provided to you.
THINGS TO NOTE
It is crucial to provide a complete and accurate delivery address. If you notice any errors or inaccuracies in your information, please contact us immediately so that we can make the necessary corrections. However, once your order has been prepared for shipment, we cannot change personal information.
Once the order has been fulfilled and is awaiting shipment, we are unable to make any changes to the order. When you receive the order, we can happily help you arrange an exchange/refund on the goods as long as it is within the 30 day money back guarantee*
In cases where a package is returned due to an incorrect or incomplete address provided by the customer, we will promptly contact the customer for a correction. Please note that an additional shipping fee, covered by the customer, will apply for the re-shipping of the package.
If you have provided an incorrect address, and the package is delivered to that address, we are unable to retrieve it and do not assume responsibility for it. Please review your address information carefully during checkout.
Orders suspected of fraud may be subject to review, potentially causing delays or cancellations in delivery.
VAT/IMPORT FEES
As we dispatch all orders from within Australia to customers worldwide, some countries may impose additional taxes or duties (e.g., VAT) on imports from Australia. You are responsible for any such extra taxes or fees applied by your government to facilitate the delivery of your package.
While we aim to provide the best international shipping experience possible, it's important to understand that many aspects of the process are beyond our control and are governed by the customs and mail systems of your country.
Please be aware that if a package remains unclaimed, it will be returned to the US, and we are unable to refund the shipping charge in such cases. The duration for which a country holds a package in customs may vary, and we do not have the means to directly contact these customs offices.
We hope this information provides clarity and transparency regarding our shipping policies. If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction is our top priority!
VAT/IMPORT FEES
As we dispatch all orders from within Australia and we ship world-wide to our customers, some countries may charge additional taxes or duties (i.e. VAT) on imports received from Australia.
You are responsible for any such extra taxes or fees your government applies to get the package delivered. We will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control, and is in the control of your countries' officials and mail systems.
If a package remains unclaimed, it will be returned to the US. We are not able to refund the shipping charge in this case. The time a country holds a package in customs varies, and we do not have means of contacting these offices.
IF YOU HAVE ANY FURTHER QUESTIONS PLEASE SEND US A MESSAGE UNDER ENQUIRIES IN OUR HELP CENTRE