Frequently Asked Questions & Shipping Information
GENERAL INFORMATION ABOUT DISPATCH, DELIVERY & RECEIVING YOUR GEAR.
All orders over $20 qualify for FREE Express Postage (except bulky items) - orders under $20 have a flat rate of $8.00 (Australia wide). Simple really!
Same day dispatch is guaranteed if your order is placed before 1:00pm Monday - Friday. Excludes public holidays, weekends and any other days throughout the year that we’re closed.
All orders are sent via Australia Post with Safe Drop. This means that Australia Post will try to capture a signature whenever you are at home. If not, then customers of freestanding residences who have a safe place to leave the parcel will have their parcel delivered and a picture will be taken of where Australia Post have left it.
If no one is home to collect your parcel and there is nowhere safe to leave it, it will then be taken back to your local Post Office for collection, a collection card will be left for you.
During busy seasons (e.g. Christmas, Easter) some delivery delays may apply and this is completely beyond our control.
Unfortunately, we can’t take responsibility for your parcel once it’s out of our hands and with Australia Post. Some delays such as customs, processing, strikes/protests, natural disasters, roads and traffic, busy seasons (i.e Christmas) are simply out of our control.
Where do you deliver to?
We deliver Australia wide! Please contact us if you have any questions regarding your location.
Do you ship overseas?
No. We do not currently ship any products outside of Australia.
How is my gear packed?
Excellent question. This is something we take great pride in… we always have and always will. We understand what it’s like to receive something in the mail and it be not quite right upon arrival - this is something we don’t want to happen to you.
We take great care when we pack your gear and each item is hand picked and packed by a real person who loves what they do. If something arrives to you damaged, please contact us ASAP. It helps if you can include photos and detailed descriptions… we’ll do our best to sort it out for you.
How is my order sent?
All orders made through our web store are automatically sent via Express Postage* - Australia wide! If you require Standard Postage instead, please contact us before placing your order. *This excludes bulky items, see below.
When is my order sent?
If you place an order before 1:00pm Monday - Friday, your parcel will be picked, packed AND sent the same day. Guaranteed. This obviously excludes public holidays and other days that we're closed.
How much does postage cost?
Our Express Postage service is free on orders over $20. If your order is under $20, a $8.00 flat rate applies. *This excludes bulky items, see below.
What about bulky items?
If your order contains bulky items, your parcel will be sent via Standard Postage. The cost of this is still FREE. contact us if you’re unsure as to whether your item classifies as bulky or not.
Do I get a tracking number for my order?
You sure do! Once the Post Office has received your parcel, you’ll receive an email notification with a tracking ID to keep an eye on our gear. If you haven’t received this, please contact us and we’ll get it to you straight away.
What if i’m not home to collect my parcel?
All orders are sent with a signature required on delivery. If no one is home to collect your parcel, it will more than likely be taken back to your nearest Post Office for collection. In some cases, posties have been known to leave parcels at front doors and in mailboxes so we can’t guarantee what your local delivery man/lady will do. You also have the option to add delivery instructions to your order at checkout.
If your parcel is not collected within 10 working days, it will probably be sent back to us. Please contact us as soon as possible if you’re unsure as to where your parcel is located.
Out of stock items
We don’t want to get your hopes up, by showing things that are actually unavailable, as “in stock” on our website - unfair and we think this is very misleading! We do our best to keep our stock levels up, but sometimes things sell out. Here’s what to do;
If the item you want is showing “out of stock” you have an option to receive an email notification once we have more back in. Select the “notify me” button on the product page and enter your details. This is not a pre-order and does not guarantee you the item once it’s back in stock. If you require the item urgently, please get into contact with us and we’ll see what we can do.
Although it’s extremely unlikely, it has happened before where an item has been purchased and our stock has been out (100% our fault) - we're humans and sometimes we make mistakes! We’ll contact you ASAP if this is the case.
Do you special order items in?
This is something we get asked about a lot. Based on case to case, this is generally something we can do. If we don’t have something in store but we’re a retailer for the Australian distributer, chances are we can probably get the product for you.
A few conditions apply so please get into contact with us and we’ll see what we can do for you! The more information you have about the product you want, the better - please be specific.
Can I pick my order up in store?
You sure can! Select “pick up in-store” at checkout and please bring some photo ID and a copy of your email order confirmation with you.
Our store is located in Tumut, NSW - half an hour off the Hume Highway and roughly half way between Melbourne and Sydney. We’re open Monday to Friday, 9:00am - 5:00pm and Saturday’s 9:00am - 1:00pm (excludes public holidays). You can learn more about us.