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You may cancel an order that was placed through our website any time before we start packing it for dispatch. If cancelled in this manner, we will automatically issue a refund.
You can do this either by logging into the website and going to the "Order Status" page via the Account menu, then clicking on the Cancel button or by ringing our office and instructing us to cancel your order (see the Contact Us page for our phone number).
If the Cancel button does not appear on the Order Status page, most likely that means your order has already been packed and/or dispatched. Check the status field for more information.
We will replace or refund any items which are faulty or not as described (your choice). Contact us via e-mail or telephone if you have any problems with the items that you receive.
Faulty items generally do not need to be returned but there may be exceptions. If we ask you to return an item and it is determined to be faulty then we will make an allowance for the postage cost in the refund.
We normally dispatch items that are in stock within three business days. If you place an order where some items are in stock, we may delay the order by a few days if the remaining items are likely to be back in stock soon. Otherwise, we will send the items that we have in stock and then send the remaining items later, at no extra cost to you.
Estimates for dispatch times are shown for each item in our online shop. We try to keep these as accurate as possible but sometimes it may take longer for some items.
Delivery times depend on your location and the postal service used. Typically, items reach Australian destinations within one week of dispatch although they may take longer in some cases.
Overseas customers will typically receive their items within 1-3 weeks of dispatch although in some cases, it can take longer.
For Australian customers, we will re-send any orders which do not arrive, after a period determined as reasonable by us.
For overseas customers, we will re-send any orders which do not arrive if they are sent via a method that includes tracking, after a period determined as reasonable by us.
If an order is sent with a method that includes tracking and it has not been received despite the tracking saying it was delivered, we must be informed less than two weeks from the supposed delivery date for us to consider re-sending the order.
If an order is sent with a method that does not include tracking and it has not been received in a reasonable timeframe, we must be informed that it has not been received within one month of dispatch.
To make a claim for an order that has been damaged in transit, we need to see photos of the damaged goods (eg, via e-mail) less than one week from the date of delivery.
If a package received is missing parts, we must be informed within one month of delivery.
If parts received are faulty or fail prematurely, you have two years from the date the package is received to make a claim.
We do not store credit card numbers. Credit card numbers are always transmitted over SSL-encrypted connections for security (128 bit AES). They are passed on to SecurePay for processing and then immediately discarded, with the following exception.
If you opt for automatic subscription renewal or specifically ask us to store your card details, your card details are stored securely by our payment processor (SecurePay).
