Policies

We keep you informed

Once you’ve placed an order, you will receive an order processing email to confirm your order details. Your order will then be transferred to our fulfillment service and upon shipping; you will receive a Shipment Notification email with carrier and tracking information.

Delivery estimates

The ‘Delivers’ timeframe is an estimate of when the item will be delivered to your shipping address after it ships. All estimates are based on business days.

When can I expect my order?

Your order will normally be shipped from our warehouse on the next business day following order placement. Once your order has been handed over to the carrier for delivery, you will receive a Shipment Notification email with an estimated delivery date. This is automatically calculated based on distance from the warehouse location to your address. Delivery can take 2-5 business days. All delivery lead times are estimates only. Some areas in some countries may experience a longer delivery timeframe, and delivery times can be longer during major holidays.

What time will my order be delivered?
All orders are delivered within standard business hours. Our carriers are unable to provide an exact time of delivery. Our carriers cannot make a call prior to delivery.

Can I have my order delivered to an address other than my home?

Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.
For your convenience, you may prefer to have your order delivered to an alternative address such as your office address. If you choose this option, please include the name of your business. Please note, if you choose this option, goods may be left with Reception or the Mail Room.

Signature on delivery

Deliveries may be left in a place deemed secure by the courier if no one is available to accept the package. Signature on delivery is not required. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to receive your package.

Import duties and taxes

We will reimburse our customers if they are charged any import taxes and duties. Please contact support with a copy of the charges and proof of payment.
If you require a refund, please be aware any duties we/you paid will be deducted from your refund.

What happens if my delivery goes missing or is damaged?

In case of any problems with your delivery, we will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.