Shipping & Returns Policy
Black Friday Dispatch Delays
Due to a large volume of orders received from Black Friday sale, there might be delays in dispatching your order. The whole team is trying our very best efforts to get your order shipped as early as possible. We sincerely apologise for any inconvenience caused.
Connetix Pre-order Update
We have received the Connetix Tiles and now are fulfilling all pre-orders. As there are a large number of backorders, there might need several days to get all pre-orders out. Please rest assured, our team is working hard on dispatching your order. We apologise for the wait and appreciate your patience.
SHIPPING WITHIN AUSTRALIA
- All orders will be dispatched from our Melbourne warehouses.
- $9.99 flat rate standard shipping for all orders under $99, excluding furniture and bulky items
- Free Standard Shipping for all orders over $99, excluding furniture and bulky items.
- Free Express Shipping for all orders over $119, excluding furniture, bulky items, WA regional/remote areas and Northern Territory.
- Express Shipping DOES NOT apply if an item exceeds 105cm in length or 22kg in weight.
- FURNITURE and BULKY ITEMS may include additional shipping fee. Please see shipping options at the checkout.
- Pre-Order:If an order includes pre-order items, the entire order will be shipped together when the pre-order items come in stock.
- Same day dispatch cut off time: 10am on business days.
- Orders after 10am will be dispatched on next business day
- Same day dispatch may not apply during sale events.
- The above dispatch timeframe is only applied to in stock items after full payment is received.
- Express Shipping orders will be shipped via Australia Post Express Post with a tracking number.
- Standard Shipping orders will be shipped via Australia Post or couriers with a tracking number.
- Once the order is dispatched, please allow:
- 2 - 3 business days (Express)
- 3 - 5 business days (Standard)
- 3 - 5 business days (Express)
- 5 - 8 business days (Standard)
- 5 - 7 business days (Express)
- 7 - 10 business days (Standard)
* Please note that the above estimations are only for reference, and delays are out of our control and expected during the current situation. We are unable to guarantee delivery timeframes.
SHIPPING OUTSIDE AUSTRALIA
For shipping internationally, you will be liable for all import duties, customs on orders where applicable. Our prices and shipping rates do not include the charges of these duties or customs. We will not accept returns or provide any refunds for duties or customs.
The postage and available couriers for international destinations will be automatically displayed at checkout depending on the international address and parcel weight. If you are unable to see available couriers, please feel free to contact us and we are more than happy to check any possible shipping solutions.
Please note, bulky items are currently not available for international shipping. Please contact us if you'd like to ship the bulky items internationally.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org or via Contact Us form.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, please contact us at email@example.com or via the Contact Us form to request information for return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.