How long will it take to receive my order?
We aim to post your order within 3 working days from our Brisbane Headquarters. We rely on the help of our amazing volunteers to get orders packed and sent as quickly as possible. Most orders are packed and posted within 48 hours.
Our estimated delivery times from when an order is placed:
- For metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 5-7 working days.
- For WA, NT, Tasmania and regional areas of all other States, your order should take 7 – 14 working days to arrive.
Please note – As we adjust to our new safety procedures, order processing may currently take up to 5 business days. Please expect minor delays due to staffing and safety requirements.
Our delivery services are also impacted by the current Covid-19 situation and we are experiencing significant delays of our postage services.
If you would like to enquire about the status of your order, please send us an email at firstname.lastname@example.org.
Can I add items after I have placed the order or combine multiple orders?
Unfortunately, due to the timing and manner in which we process and dispatch orders, we are not able to add items to your order once it has been submitted, nor can we combine orders placed at separate times.
Do you ship overseas?
We are only able to ship to addresses within Australia.
What forms of payment do you accept?
We accept Visa, Mastercard and PayPal.
How do I track my package?
An email will be sent to you as soon as your package has been picked up by our Courier. The email will provide you with a tracking number and a website link so you can track it.
Do I need to sign for my delivery?
All orders larger than 500g will require a signature on delivery. If you suspect your item may be larger than this and you will not be home to sign for it, you can leave a note at checkout providing Authority to Leave, along with any other delivery instructions.
If you do provide Authority to Leave for your order please note that we can not accept responsibility if your parcel is lost or stolen after delivery has been made.
Can I return my item?
If there is an issue with your item, please send us an email at email@example.com to arrange a return or exchange within 30 days of receiving it. Unfortunately, if more than 14 days have passed since you received your purchase, we can’t offer you a refund or exchange.
To be eligible for a refund or exchange, your item must be unused, in the same condition that you received it, and in its original packaging.
Who covers the return shipping?
As we are a non-profit with all proceeds from our shop going directly to our vital work protecting Australia’s oceans, we cannot cover the shipping costs for returning your item unless the return comes as a result of our error or the item was damaged in transit.
How do your refunds work?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether a refund or exchange is approved. If approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment within 10 business days.
I haven’t received my refund yet?
If 10 days have passed and you haven’t received your refund, firstly check your bank account again and if it’s not there, contact your credit card company as it may take some time before your refund is officially posted. If this fails, then contact your bank.
If you’ve done all of this and you still have not received your refund, please contact us at 1800 066 299.
We are not able to offer back orders.
We welcome all feedback and suggestions to help improve our shop. Please email us at firstname.lastname@example.org.