Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Payment, Pricing & Promotions
- Updating Account Information
- the item is "dead on arrival" i.e. it is broken or not functioning correctly.
- There is a manufacturing fault with the item.
- The wrong item was sent to you.
- PayPal
- Credit Card (VISA, Mastercard, American Express)
- Electronic Direct Deposit
- Money Order/Bank Cheque
- Change your billing.delivery addresses
- View order status
- Place re-orders
- Update newsletter subscriptions
Shipping & Delivery
Delivery Times
We source products from a variety of premium Australian and international suppliers.
All items listed for sale are held in stock at our suppliers warehouses. Delivery times may vary depending on stock location. Most items are delivered in around one week Australia wide, but may take up to 14 days. If items need to be back ordered we will advise you of this after checkout.
Local Shipping (Australia)
Shipping cost is based on item weights. We offer Australia Post services and Australian Air Express. To calculate shipping, add items to your cart, view your cart and use the shipping estimator tool.
Orders under $50 may not require a signature upon delivery. In some cases if you are not home to accept delivery the driver will leave a card advising you of further re-delivery or pickup options. Items will be left at the nearest courier depot or Australia Post Post Office if you are not home. If your item is returned to us because of incorrect addressing we will have to charge a re-delivery fee if you wish the item to be delivered again.
Australian Air Express and Australia Post eParcel services offer tracked shipping. We provide tracking numbers where possible after checkout.
International Shipping (Outside Australia)
International shipments (if available) are sent via Australia Post International Airmail.
Delivery time to each country may vary, but for a guide you can visit the Australia Post website here : Australia Post International postage guide.
Some articles can not be sent internationally for example hazardous materials or very large items.
You are responsible for any duties or taxes deemed collectable by your country. Please check with the appropriate authority to see if any taxes or duties apply before placing your order.
Returns & Replacements
General Warranty Information
Warranty periods
Standard warranty period is 3 months for items starting with a 2 letter SKU code (eg 'AA1234'). Items with a single letter SKU code have a 12 month warranty (eg 'B1234').
We will happily offer replacement items (no refunds) if:
If there is a problem we must be notified within 48 hours of receipt of a Dead On arrival product if you would like a replacement or refund, or within 12 months for general warranty issues.
You must choose shipping insurance during checkout or we CANNOT replace an item damaged in shipping.
Any unauthorised repairs carried out on any of our products will result in the Warranty being voided.
If you have any concerns, please contact us on 1300 558 110 during Australia Eastern Standard Time business hours. International customer please call +61 3 9761 7622
Wrongly Received Goods, Goods Dead On Arrival ('DOA')
If you have received an incorrect item please contact us within 48 hours of receipt of the item to organise an replacement/or correct item.
Replacements are not given for damaged packaging, only where the goods are damaged. All items must be deemed damaged by a member of our service department prior to replacement. Once your item has been inspected, you will be contacted by our representative. If no damage is found, return of the product will be at the customer's expense.
Return Of Unwanted Goods
The Return Authorisation Request must be submitted within 7 days of receipt of the item. Costs associated with the return of unwanted goods are the responsibility of the customer.
All goods must be returned unused, in the original packaging and in original condition. A 20% restocking fee will be charged for unwanted goods.
Original shipping costs are not refundable. If the item is not returned in original condition no refund will be possible. Customers are unable to exchange an unwanted item.
Payment, Pricing & Promotions
Website currency
All costs are displayed in Australian Dollars (AUD) or New Zealand dollars (NZD) for the New Zealand store. For approximate conversions go here
You will be provided with all payment options when you complete our secure checkout through our online store.
Is GST included in my purchase cost?
All prices quoted in our online store include GST of 10%. Australian buyers have GST automatically included in the purchase price and any shipping/handling costs. International buyers have no GST, and GST will be removed during checkout.
What are my payment options?
Australian Customers:
In our order of preference:
When paying by bank deposit or bank transfer, you must use your invoice/order number (as shown during checkout) as the payment reference so we can easily identify your payment and speed up the shipping of your order.
Customers Outside Australia:
Payment is only accepted via PayPal. (http://www.paypal.com)
Updating Account Information
To update your account, login using the link provided at the top of the website. In your account page, you may:Privacy & Security
About the information we collect
When you visit our web site our web server automatically logs certain non-personally identifiable data about your visit. This data consists of the time of your visit, your domain name or IP address, the browser and the operating system you use, the pages you visit and any links you follow to or within our web site.
Our site may do this by placing a small 'cookie' file on your computer. This cookie only identifies you as a site visitor so we may detect when you return to our website.
If you use any of the services provided on our web site we may request you provide information about yourself including your name, address and details of how we can contact you. This information is generally required to enable us to fulfil the service you have requested effectively. No other personally identifiable information is collected from you without your knowledge. You may contact us at the address above to find out what information we have collected about you.
We use software provided by Google (Google Analytics) and our own internal software to measure and audit web site activity. The information provided to us by Google is used to calculate the number of visitor's to the web site, the number of pages viewed by these visitors, how long they stay on the web site and how they transact online with us. Common entry and exit points may also be identified. This aggregated, non-personal information is collated by Google and provided to us to assist in analysing the usage of the website. The Google Analytics data is not shared with anyone. Google's own privacy policy can be viewed here .
How we use the information collected
Personally identifiable information we collect from you is used to fulfil the service you have requested from us such as a purchase or an enquiry. If the information is to be used for any other purpose this use will be clearly stated at the time we collect the information. If the information provided is not necessary to fulfil the service completion of the details will be optional.
Fulfilment of the service may require your personally identifiable information to be provided to a third party such as the provider of the service, supplier of a product or the goods carrier in the case of a purchase.
Protecting your information
We are committed to providing you with a secure environment during storage and transmission of your personally identifiable information.
As with other sites we use Secure Sockets Layer (SSL) software, which encrypts your information.
Any order information including credit card numbers are transmitted using full 128bit SSL encryption. All credit card information is processed by our credit card merchant partner Westpac and gateway provider Verisign. For more information about Verisign, visit their website
We recommend that you use the latest version of your browser to ensure it is capable of 128bit SSL protection of your data. On secure pages you will see a padlock symbol in the browser which identified when one of our web pages is using 128bit SSL protection.
Third Party Advertising
We use various third party ad servers to display advertisements to you. These ad serving companies may use information (not including your name, address, email address or telephone number) about your visits to this and other Web sites in order to provide advertisements on this site and other sites about goods and services that may be of interest to you. This information is provided to the Ad-Server and is used by the Ad-Server to create anonymous interest profiles. This information does not include and is never merged with personally identifiable information (such as name, address or email address) or any information that is considered sensitive or controversial or that would compromise your privacy. The Ad-Server(s') profiles may be accessed by the website and marketers to tailor site content, promotions and advertising, and to perform marketing research. Consumers can opt-out from these profiles at any time.
