FAQ

What is the delivery time for orders within Australia, New Zealand and Internationally?
Australia: Orders are sent by courier which takes 2-5 business days to arrive. Typically it takes 5 days to Perth and 3 days to South Australia, Tasmania, Victoria, New South Wales, Queensland, and Northern Territory. *This is a tracked, signature-required service.
New Zealand: Orders take approximately 2-3 days to arrive. Rural delivery orders take 2 extra business days. No orders on Saturday so orders that are sent out on Fridays arrive Monday-Tuesday the following week.
International: International orders usually take 5-10 business days to arrive. For some Asian countries, delivery can take an extra week depending on the address. Faster delivery services are available at an extra cost, too arrange this, simply Contact Us.

Is GST included in the price?
Australian and other International customers do not need to pay GST and for NZ orders all prices are include GST.

What happens if an item in my order is out of stock?
We will contact you by e-mail or phone to let you know that your order has been delayed and if possible, an estimated time when we will ship it out to you. If the out-of-stock item is going to be out of stock for a while and your order contains other products that are in stock, we will ask you whether you want the in-stock products sent right away with the rest put on backorder or if you are happy to wait for everything to be sent together.

Can I order over the phone?
Not at the moment, all orders can be placed via e-mail or via the website.

How do I place an order online?
Add the items you want to buy to your cart by choosing the quantity you want from the drop down menu to the right of the product. Then click “add to cart” button at the bottom. Once you have selected all the items you want, click the “Checkout” link at the top right side of the screen.

If you change your mind you can remove items by clicking on “view cart” at the top right hand side of the screen and then click on the rubbish bin logo to the left of the product you want to remove, you can then click “proceed to checkout” to complete your order.

Can I have an order delivered to someone else or to another address?
Yes, you can simply keep your address details in the “billing address” sectionand add their delivery address to the “shipping address” section. Uncheck the box which says “Ship to the same address” this will then allow you to enter in a different shipping address. Alternatively you can also put their address in both the billing and shipping fields.

Can I pay by direct deposit/bank transfer into your bank account?
Yes. To pay for an order by direct deposit, simply place your order as usual on our website but on the checkout page, select “direct deposit”, as your method of payment. You will then see our bank details on the screen. We have an account with ANZ Bank of Australasia.

When do credit card payments get processed?
As soon as your submit your order online.

How safe are credit card payments over the internet?
Very safe, we use “Swipe” which is a Fully Audited and Accredited Payment Provider. We don’t actually store your card at all-the transaction itself is done on their server.

What credit cards do you accept?
We accept Visa, MasterCard, and AMEX. All AMEX transactions are charged in Australian dollars. If you wish to pay with AMEX in your own currency then please use the Pay Pal option.

Which courier/shipping service do you use?
We ship every via Australia Post and International Airmail.

What if the items arrive in a damaged or condition or are not the items I ordered?
Please contact us immediately. All orders we send out are insured so if the product is damaged in transit we will arrange a replacement. E-mail us a photo of the damaged products. If you receive different products than what you ordered, we will investigate the matter. If it’s an error on our part

we will reimburse the postage for you to return the goods sent in error and we will post you out a replacement.

Who pays the shipping cost of returning a product?
If you received the wrong product and it was an error we made we will reimburse you for the shipping cost in returning it. If however you wish to return an item for a refund, you must pay the shipping cost.