Frequently Asked Questions

Find quick answers to your questions below...

Order Status

Has my order shipped?

Once your order has been processed and shipped, you should receive an email to confirm that the order has been shipped. You can also check the status of your order from our website by clicking the "My Account" link at the top right hand side of our site. Here you will be able to view details of all past and present orders.

How do I change quantities or cancel an item in my order?

Please contact us via email or phone if you wish to change the quantity of certain items or if you wish to cancel your order. Please note once your order has shipped, there may be extra charges and fees associated with changing your order. Please see our Exchanges & Returns policy for further information.

How do I track my order?

Please note NOT all orders that we ship are trackable. If your order can be tracked, you will receive any email with a Tracking Number/s. You can also check the status of your order and any available Tracking Numbers from our website by clicking the "My Account" link at the top right hand side of our site. Here you will be able to view details of all past and present orders.

To track your order, please refer to your shipping confirmation email for details. Please feel free to contact us if you are having any troubles with tracking your order.

My order never arrived.

You can check the status of your order from our website to ensure your order has in fact already been shipped by clicking the "My Account" link at the top right hand side of our site. Here you will be able to view details of all past and present orders. Be sure that all of the items in your order have shipped already. 

Before contacting us, please check with all household members to make sure no one has signed for or collected your parcel on your behalf. Some orders are sent in a flat envelope which may be mistaken for documents, so remember to check all mail first before contacting us. Other places to check includes your neighbours and your local post office/depot, who may be storing your parcel and awaiting your collection.

An item is missing from my shipment.

You can check the status of your order from our website by clicking the "My Account" link at the top right hand side of our site. Here you will be able to view details of all past and present orders. Besure that all of the items in your order have shipped already.  

Some items may be on "Backorder" which means that we did not have enough of the stock you ordered so these have been placed on "Backorder" and as soon as the items arrive back in stock, they will be shipped to you. Please contact us for assistance if you have further questions.

When will my Backorder arrive?

Some items may be on "Backorder" which means that we did not have enough of the stock you ordered so these have been placed on "Backorder" and as soon as the items arrive back in stock, they will be shipped to you. Please contact us for assistance if you have further questions.

Shipping

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

Please allow 4-10 business days for international deliveries outside of Australia. If you have not received your order by the 11th business day, please check with your local post office to see if they are holding onto your parcel. Please also check with other house hold members and neighbours who may have access to your mail. Please contact us immediately if you still have not located your order after following the above suggestions.

Do you ship to my country?

We ship to most countries across the world. Please create an account by clicking the "My Account / Login / Register" link at the top right hand side of our site. During signup we'll ask for your shipping address details including your country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time. However, please contact us directly and we will check again to see if there are alternative options. 

How long will shipping to my location take?

All orders are currently dispatched from Bayswater, Victoria in Australia. Delivery times varies depending on the destination. Please view our Shipping Information page for details.

What is express service?

When you select 'Express Service' at checkout, and all items are in stock, we will dispatch your order on the next business day at the latest. If your order is placed before 12pm Melbourne time and all items are in stock, we will dispatch your order that same business day.

This usually means that you will receive the item within 2 days if you are in a metro area within Australia, but please note that this is not a guaranteed next-day delivery option. Please view our Shipping Information page for details.

Pricing and Billing

Do I have to pay sales tax?

Sales tax has already been included in our prices. Please note, GST is applicable for all items purchased within Australia.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive full payment.

I have a question on my charges.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact us for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit card be charged?

Your credit card will be charged immediately upon placing your order. However, it may take up to 24 hours for the transaction to appear in your bank records.

My Account

How do I create an account?

1.) Click the "Log in" link at the top right side of our desktop site or at the botton of the Menu bar on our mobile site.
2.) Click on "Create an Account".
3.) Fill in your details.
4.) Click "Submit".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" link at the top right hand side of our site to edit your account information.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot Your Password? Click here and that link will send an email to your email address with instructions to reset your password.

When will my order ship?

Please see each individual item page for more information on the availability of each item. After placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information if available within 24 hours of shipment. 

Exchanges and Returns

What is your exchange and return policy?

Please view our Exchanges & Returns policy for full details of exchanges and returns of goods.

I received the wrong product.

If you feel that you have received the wrong product, please contact us immediately via phone or email so we can help to resolve the issue as quickly as possible. Please view our Exchanges & Returns policy or additional information.

When will I recieve my refund?

Refunds usually take 7-10 business days from the time we receive your item(s). You must contact us prior to returning your items to authorise a return. Please view our Exchanges & Returns policy for additional information.

When will my credit appear on my account?

Credits usually take 5-10 business days from the time we receive your item(s).

Buyer's Guide

How do I buy/redeem a gift certificate?

To purchase a gift voucher for someone, please click HERE or contact us. If you are the recipient of a gift certificate and would like to redeem your gift voucher, enter the coupon code during the checkout process.

How do I find my product?

To find the product/s you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website, or (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact us for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

Privacy & Security

Privacy Policy

We value your privacy. Please view our Privacy policy for complete details on how we use the information we collect.

Security

Security is of utmost importance to us so we ensure we always review and have the latest security features installed. This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security.

Additional Support

How do I contact you?

Please see our Contact Us page to view all of our contact information.