Late, Missing, Damaged or Incorrect Items
Undelivered
Please check the tracking on your Shipping Confirmation email before asking for help. For delayed deliveries, we can open an investigation with Australia Post once an Express delivery is delayed a day beyond the estimated delivery time or 3 days for Regular post. If the tracking says 'delivered' and you are using an unattended or non-secure delivery address, please check with neighbours etc and lodge a query with Australia Post to request a photo of the delivery point. We take responsibility for parcel security during transit, but you are responsible once the tracking status is updated to 'delivered'. We recommend using PO Boxes, Parcel Lockers, Parcel Collect, locked letterboxes or attended addresses to protect your deliveries from theft.
Damaged or incorrectly supplied
If an item arrives damaged or incorrectly supplied, please do not use the item and let us know promptly so that we can replace the goods. All claims must be made within 7 days of delivery.