Customer Service Questions

We offer a flat rate of AU$10.50 to ship to anywhere in Australia through Parcel Post.

Parcel Post takes a bit longer than express and delivery times can vary, as you can see in the table below.

Location Business Days
Tasmania 3-5
Victoria (includes Melbourne Metro) 2 - 4
Sydney Metro & ACT 2-4
South Australia (includes Adelaide Metro) 3 - 5
Queensland Far North & Central 2 - 4
Brisbane 2
NSW Regional 5
Perth Metro 5-6
Darwin Metro 4-6
Northern Territory Regional 13-14
Western Australia Regional 7 - 9

When will my order be despatched?

Great question! Possibly our most popular one.

If you place your order before 11am (AEST) on a business day, we can usually get it out the same day. If it’s after 11am (AEST), it’ll go the next business day.

This excludes public holidays and any Australia Post holidays.

Completed by 11am Completed after 11am
Monday Same day Tuesday
Tuesday Same day Wednesday
Wednesday Same day Thursday
Thursday Same day Friday
Friday Same day Monday
Saturday Monday Monday
Sunday Monday Monday

Can I track my order?

Absolutely! In your shipping confirmation email there’ll be a unique tracking code that you can enter on the Australia Post website.It can take up to 24 hours for the tracking information to appear on their website.  Samples sent by letter are not able to be tracked.

My package isn’t here yet. What’s going on?
First up, track your parcel on the Australia Post website. You’ll find your tracking code in the shipping confirmation email. If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late based on the table above.That means if we were sending to Sydney via Regular Post, more than 7 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter. So if your package is more than three days late, drop us a line and be sure to include your name, order number, tracking number and contact information so we can find out what’s going on for you.

Does my order need to be signed for when it’s delivered?
It’s up to you. We provide you with the option when you place your order.

But there's two things you need to know:

If you choose ‘No signature required’, we can’t be held liable for your parcel going missing.  Also, strangely, we can’t guarantee that Australia Post won’t ask for a signature anyway. In some areas, Australia Post will require a signature on all parcels regardless of what you specify.

Find out more about opting to leave your parcel in a safe place here.

I placed an order but didn't receive confirmation. Where'd it go?

There are a few possible reasons why you might not have received a confirmation email after placing an order:

Check your junk email, it's sometimes hiding in there.
If you have email accounts, make sure you're checking the right one.
If you've double checked those things and still don't have a confirmation email, please get in touch with our customer service team and we'll manually make sure your order was submitted successfully.

You guys stuffed up, or I got a bonus I didn’t ask for. Can you fix it?
That's no good at all. Sometimes we do get things wrong, and we’ll do our best to fix it up asap! If you get in contact with our customer service team we can figure out what went wrong and how to fix it for you. Please do not dispose of or open any incorrect products unless we advise you to.

My product/s are damaged/there’s something wrong with them. Can I have a new one/s?
Oh no! Damaged parcels are the worst. We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw them away! If it’s possible, snap a photo of the damage and send it through to us. You will need to complete a report at your Post Office and show them the problem.

How can I contact the Customer Service team?
You want to talk to us? Hurrah! We love talking to customers and are ready to help. If it’s regarding an order, make sure you have your order number ready so we can bring it up in our system.

You can get in touch via:

Phone. Call +61 2 9045 0007 from 9 am to 5pm Monday to Friday AEST.

Email. Pop a summary of your question (including any reference numbers) into our contact form and hit send.

Social Media. Hit us up on Facebook, Twitter or Instagram with your questions. Sometimes we’ll need to get other contact details off you so we can help you out, but it’s a great starting point.