What are your delivery timeframes?
Once you’ve received your order shipped email, please allow:
- Metro delivery within 7 business days and 14 business days
- Regional delivery within 12 business days and 21 business days
- Remote delivery within 16 business days and 21 business days
Please note, your order may arrive in multiple packages from multiple carriers. Tracking information will be emailed to you upon dispatch, or can be viewed at Track your order.
Please allow up to 3 days to process your order. Once your order is shipped you will receive an email with tracking information. It can take up to 72 hours after you receive your shipping notification for your tracking details to become active with the courier.
We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. For example, this may occur with split orders where we dispatch the order from multiple stores in multiple shipments to ensure that the order is delivered in full.
Who will deliver my order?
We use several carriers to deliver our online orders. Depending on your order, it will be shipped with one or more of the below carriers.
The tracking link in your shipping confirmation email(s) will take you directly to the carrier’s website to track your package.
Can I change my delivery address after my order has been placed?
No, you can’t change your delivery address once your order has been placed.
Once you receive your shipping confirmation email, it may be possible for the carrier to change your delivery address or redirect your order. Please contact the carrier directly.
If your order can’t be delivered it will be returned to our stores. A refund will then be processed and takes 3-5 business days to be processed back into your account. If you still want to purchase the items, you can order online again or buy in store.
What is authority to leave?
When you give authority to leave, you’re allowing our carriers to leave the package unattended at your address without a signature.
- If the carrier believes the location is not secure, they will not leave the package unattended
- If you opt to leave your order unattended, we will not be responsible for any lost or stolen packages
What if I’m not home when my order arrives?
If you provide authority to leave during checkout, you’re allowing our carriers to leave the package unattended at your address without a signature.
If you don’t provide authority to leave, our carriers will leave a note directing you with next steps.
I didn’t pick up my package from the collection point, or refused to accept the package and it’s been returned to the warehouse. What happens now?
Once the package is returned to our store, we’ll refund the cost of the items, excluding the delivery fee which is non-refundable.
The carrier has not delivered my order due to access issues to my address such as PO BOX. Why has this happened when your website allowed me to use that address in the checkout?
In rare cases we may not be able to deliver to certain addresses that our carriers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways or PO Box etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.
We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please use the delivery address of a local post office or news agency to collect your order from.
My Tracking is invalid
If you've just received your dispatch email and your tracking isn't working yet, please give it a few hours for our carrier to load the information.
In some cases, your tracking may not show any update until the item is received at your local state delivery depot. Please refer to the general delivery timeframes on the product listing, for an estimate of how long it should take.
Thank you for your patience!