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FAQ

FREQUENTLY ASKED QUESTIONS

Why can’t I proceed through checkout? I keep being returned to address details, but my address details are correct.

The system believes there may be an error between the billing address and the ship to address.

If the order is to be shipped to the billing address, try un-ticking and re-ticking the check box that reads “Ship items to the above billing address”. In most cases this resolves the issue.

What does TBC mean in shipping?

TBC = ”To Be Confirmed”. The next page in the checkout process provides shipping options and confirms associated costs.

How much is delivery?

Within Australia the cost is a flat rate of $12.95 regardless of how large or small your order is except when you request multiple deliveries. Refer our delivery policy for further information.

Do you ship internationally?

Yes, refer our delivery policy for details.

I haven’t received my voucher code

Your voucher code should arrive within 5-10 minutes. If not, check your junk or spam folders. Please contact us if you haven’t received within 10 minutes.

My new member voucher is not working

The most common reasons for a voucher not working is

  1. Entering an invalid code. Check your voucher ID for confusion between zero and the letter “O” and number 1 and the letter “I”. Try copying and pasting the voucher code to avoid this and be sure to NOT copy the blanks at the end of the code!
  2. The voucher code conditions have not been met. A minimum spend excluding shipping is currently $80. Your order must meet this condition to be valid.

I haven’t received my order confirmation

Order confirmations are emailed to the address provided at time of placing an order. The most common reason for not receiving an order confirmation is a misspelled email address or your email client has placed it in your junk or spam folder.

When can I expect to receive my order?
This will depend on what you have ordered and where it is being delivered.  Generally, orders are dispatched within 3-10 business days (excluding pre orders).  

Please refer to our delivery policy for more detailed information.

Can I track my order?
Yes. We will email you when your order has been despatched with Australia Post tracking details.

Do you offer layby?
Yes, however conditions apply. Call us on 03 9931 0160 for more information.

Can I add to my order?

Yes providing your order has not yet been dispatched. 

To add items simply place an order for the additional items you require and then:

  1. Select shipping option “pick up” to avoid the shipping charge
  2. In the order comment field type a note requesting to add this order to your previous order. Please quote your original order number in this box also.

Returning Products that qualified for BONUS GIFTS/VOUCHERS

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