How soon will my order ship?
Orders paid before 10am AEST on a business day are dispatched the same day from our Sydney warehouse. If you need urgent same-day dispatch after the cutoff, a priority handling fee of $30.00 + GST applies.
Do you offer priority same-day dispatch?
Yes. If you have missed the 10am cutoff but urgently need your order dispatched the same day, please contact our trade team. A priority handling fee of $30.00 + GST applies to move your order to the front of the queue.
How do I track my order?
Once your order has been dispatched you will receive a shipping confirmation email with your tracking number. You can also track your order at any time using our order tracking page.
Do you ship to PO Boxes?
Australia Post delivers to PO Boxes. However, Direct Freight Express and DHL require a physical street address. Bulky items such as festoon strings and poles cannot be delivered to PO Boxes.
What if my delivery is damaged?
Inspect your delivery as soon as it arrives. If your order has been damaged in transit, please notify us within 7 days of delivery by contacting our trade team via the Contact Us page. Please include your order number, clear photos of the damaged items, and photos of the outer packaging. If you notice the issue after this window, please still get in touch and we will do our best to assist. Your rights under Australian Consumer Law continue to apply.
What if I received the wrong item or something is missing?
If you received an incorrect item or something is missing from your order, please notify us within 30 days of delivery via the Contact Us page with your order number and a description of the discrepancy. If you notice the issue after this window, please still get in touch. Your rights under Australian Consumer Law continue to apply.
What if my parcel goes missing?
If your order has not arrived within the expected timeframe, please contact us as soon as possible and we will investigate with the carrier on your behalf. Early notification helps us open a carrier investigation while records are still fresh, ideally within 7 days of the expected delivery date. If you notice the issue later, please still get in touch and we will do our best to assist. Your rights under Australian Consumer Law continue to apply.
What happens if no one is available to receive the delivery?
If a courier cannot access your location, a redelivery fee may be charged and passed on to you. If you request Authority to Leave (ATL), responsibility for the package passes to you once the courier marks it as delivered.
What if my parcel is returned to sender?
If a parcel is returned to us due to an incorrect address or failure to collect, the courier's return fee will be passed on to you. A fee of $18.00 + GST also applies for return-to-sender parcels.
Do you offer international shipping?
Yes. We ship internationally via DHL Express and DHL eCommerce. Free international shipping is available on orders over AUD $1,000 (excluding bulky items). Customs duties and taxes may apply depending on your destination country and are the responsibility of the customer.
For full shipping details, visit our Shipping and Delivery Policy or contact our trade team via the Contact Us page.