FAQ

1. How do I track my order?

Once your order is shipped a tracking number will be sent with the confirmation.  It may take 48~72 hours for this link to activate but be assured it will provide you with your order tracking details once the systems have transferred the data.  

If for some reason the tracking number provided does not work try adding the tracking number to Track17. Just open this website and paste the tracking number, then hit the orange 'Track' button.

If you are still have issues tracking your order contact us and we will investigate.

2. Where does my order ship from?

We have offices in Melbourne and Los Angeles, depending on the product you order it maybe fulfilled locally or from our international fulfilment centers.  Note we ship products primarily across Australia, NZ, UK and the United States. As such we fulfil orders from multiple global locations to ensure quick order fulfillment and fastest possible delivery. 

3. Can I collect my order if I'm in Melbourne or Los Angeles?

We plan to make 'click and collect' available soon for those based in or close to central Melbourne, in the current environment this in not practical.  If you need a product urgently contact us prior to placing the order, will be always be honest.  If we cannot get a product to you in a specified time we will let you know.  

4. How long will my order take to arrive

Orders are typically processed within 1~3 days, and shipping time range from from 1~2 weeks for in-stock items. 2020 and into 2021 has thrown challenges for many businesses including shipping, as a result shipping time can vary but we aim to get your order to you as fast as possible.  For the latest shipping information see our shipping policy page here.

5. Returns/Refunds?

See our returns and refunds page here. All returns require a valid reference number to be issued prior to return of goods.  

6. Can I get a tax invoice?

Under our current operating structure we are not required to register for GST.  As such we do not charge GST and if you are a GST registered business you cannot claim a GST credit since no GST was charged. This status may change in future and if so a compliant Tax Invoice will be issued. 

7. Why did my order arrive in an Amazon box?

We are trialing Amazon (Australia) fulfilment services for a limited number of products to improve delivery times and customer experience.  If your order is delivered by Amazon, now you know why.