Frequently Asked Questions: Order Enquiries
- Where is my order?
- Why has my order not arrived yet?
- Why doesn't my order have a tracking number?
- My item has no tracking. How do I know when it will arrive?
- Has my order been dispatched yet - how can I track it?
- How can I get assistance with my delivery?
- What if my item is lost or damaged during delivery?
- Do I need to sign for my delivery?
- Can I amend my order?
- Can you deliver to PO Box?
- Can I pick up my purchase?
- Can I schedule a time / day for delivery?
- Can I be informed when my item is shipped so that I can be at home for delivery?
- Will I get a call prior to, or upon, delivery?
- What happens if noone is home?
- How long after placing my order can I expect my delivery?
- My order has been shipped - how long does delivery take?
- Why do some products take longer to ship?
- Why wasn't my order sent together?
- What happens if I don't pay the additional Freight?
Where is my order?
We recommend checking your order confirmation email to find out when your order will leave our warehouse.
Once your order has left our warehouse, you will receive a separate dispatch confirmation email to let you know that it's on its way.
Expected delivery timeframes to your location will also be included in this email.
If a tracking number is provided in your dispatch email, you can contact the courier directly for further information on your delivery.
Can I pick up my purchase?
As an online business, we work hard to keep our prices low by cutting out the high costs associated with maintaining a retail store and facilities.
In order to provide our customers with the very best prices, all our products are available for delivery only. We do not offer a pickup facility.
Can I schedule a time/day for delivery?
Our carriers deliver between 9am-5pm from Monday to Friday. It is not possible to schedule an exact time or day for delivery when you place your order.
For some items however, you will receive an email from our courier when the item leaves the warehouse that lets you manage your deliveries and make last-minute changes.
If you aren’t home, a calling card will be left that lets you re-schedule a pickup.
You can leave a written "Authority to leave" for the driver, but please bear in mind that any damage or loss to unattended goods will be your responsibility and will not be covered under our Freight Guarantee.
Wherever possible, we suggest using a work address (including business name) or an alternate address where someone will be present to sign for your delivery on your behalf.
How can I get assistance with my delivery?
You can contact your carrier directly and quote the tracking number (if available) to receive more detailed information about the delivery process.
The courier's contact number will be provided in your dispatch confirmation email.
Why has my order not arrived yet?
We recommend checking your order confirmation email to find out when your order will leave our warehouse.
Once your order has left the warehouse, you will receive a separate dispatch confirmation email to let you know that it's on its way.
Expected delivery timeframes to your location will be included in this email.
If there are any unexpected delays, we will notify you.
Has my order been dispatched yet - How can I track it?
Once your order has left our warehouse, we will send you a dispatch confirmation email with expected delivery times and details of the carrier (including the tracking number if available).
Our Orders staff receive your tracking information at the same time you do, so please wait for the dispatch confirmation email for these details.
Please also check your spam or junk folder in case it is diverted there.
Please note: Some items may be sent via regular post and cannot be tracked online.
Why doesn't my order have a tracking number?
We uses a variety of carriers to deliver your order to you. These include TOLL IPEC, TOLL Global Express, DHL and Australia Post.
If a tracking number is available for your order, it will be included in your dispatch confirmation email.
If a tracking number is not available, please be rest assured that your order is on it's way and will be arriving shortly!
How long after placing my order can i expect my delivery?
We offer a wide range of products, and different products will ship at different times after you place your order.
For accurate information on shipping details, please refer to the listing of the product you are interested in.
Once your order ships, you will receive an email with more accurate delivery timeframes based on the carrier, item and your location.
Why wasn't my order sent together?
The majority of our products are sent separately as different items are supplied by different warehouses.
Once each item has left the warehouse, you will receive a dispatch confirmation email with your tracking details (if available).
The majority of our products are sent separately as different items are supplied by different warehouses.
Once each item has left the warehouse, you will receive a dispatch confirmation email with your tracking details (if available).
Why do some products take longer to ship?
Some branded products are processed and dispatched directly from our overseas facilities, which allows us to offer the lowest possible prices.
The shipping times listed on our website are provided as a general guideline. While we recommend allowing the maximum time frame to receive delivery of your order, don't be surprised if it arrives ahead of schedule!
Will I get a call prior to, or upon, delivery?
Our carriers cannot call you prior to or upon delivery.
Wherever possible, we recommend using a work address (including business name), where someone will be present to sign.
You can contact your courier once your tracking information has been sent for a more accurate delivery time frame.
My order has been shipped - how long does delivery take?
Delivery times vary depending on the product you have ordered and your delivery address.
After your order leaves the warehouse, deliveries typically occur within:
- 5 days to VIC Metro, NSW Metro, SA Metro, and QLD Metro.
- 7 days to VIC Rural, NSW Rural, SA Rural.
- 8 days to WA Metro, TAS Metro.
- 14 days to WA Rural, QLD Rural, TAS Rural, and NT.
Please note: Delays may occur during holiday and peak periods or extreme weather conditions.
What happens if I don't pay the additional freight?
All of our products are sent using the most reliable courier and freight services available such as Australia Post, Toll, DHL and FedEx.
In the unlikely event that your product is lost or damaged in transit, we will always help and rectify the situation for you. Our customer satisfaction rating is over 99%.
This guarantees the safety of your products in the unlikely event of loss or damage during transit.
If this were to occur, we would organise for a replacement to be sent to you at no additional cost.
My item has no tracking. How do I know when it will arrive?
Some products in our range are sent via regular post, and this will be stated on your dispatch confirmation email.
While it is hard to accurately predict when your order will get to your door, your dispatch email will provide an estimated timeframe for delivery. Most orders arrive well within that timeframe, however as with any regular post service, it is not unusual for some deliveries to take just a little longer, so no need to worry!
Most regular post orders will arrive within just a few days, however if your order has not arrived within 14 days of receiving your dispatch email, feel free to submit a question to our experienced orders team, and we will be happy to assist you.
Your patience is greatly appreciated!
Can you deliver to a PO Box?
We use a number of different carriers for our range of products, and as such, delivery to PO Boxes is not always available.
We recommend supplying a street address when placing your order.
Can I be informed when my item is shipped so that I can be at home for delivery?
When your item leaves our warehouse, you will be sent a confirmation email with your unique tracking number (if available) and the courier contact details.
We use a variety of delivery services including Australia Post. Our couriers will provide an estimated arrival date but cannot provide a specific time, or phone you prior to delivery.
Wherever possible, we suggest using a work address or somewhere that someone will be present to sign.
What if my item is lost or damaged during delivery?
All of our products are sent using the most reliable courier and freight services available such as Australia Post, Toll, DHL and FedEx.
In the unlikely event that your product is lost or damaged in transit, we will always help to rectify the situation for you.
For extra peace of mind, we offer Premium Freight Protection at checkout for a few extra dollars.
This guarantees the safety of your products in the unlikely event of loss or damage during transit.
If this were to occur, we would arrange for a replacement to be sent out to you as a priority.
Do I need to sign for my delivery?
All our orders require a signature upon delivery, however a family member or colleague at the address provided can sign for it on your behalf.
Can I amend my order?
We work hard to dispatch orders as quickly as possible.
If you need to make changes to your order, please contact our orders team as soon as possible (by submitting a question below) and we will do our best to meet your requests.
What happens if noone is home?
Our couriers deliver from 9am to 5pm, Monday to Friday.
If you aren't home, a calling card will be left with instructions on how you can pick up your order.
You may leave a written 'Authority To Leave' for the driver, granting permission for the goods to be left without a signature if no one is home to receive the delivery. Please bear in mind however, that providing an Authority To Leave will void your insurance cover.
