Who, How, & When
We deliver Australia-wide, using a range of couriers such as Australia Post and Toll IPEC. Which courier depends on which item you buy.
Yes, we are shipping as usual
during COVID-19 - click for info
. However, couriers such as Australia Post are experiencing significant delays at present, particularly in Victoria - sometimes up to 14 days! (This is not to do with our business - delays are impacting all retailers and all couriers)
Generally, delivery takes 2-3 business days, but this does depend on which day you place the order (eg. weekend or public holiday), and how far you are from our stores in Northern NSW.
Once the item leaves our store, we will arrange for the courier to send you a tracking email
so you can follow the package all the way to your door.
Please remember these are independent couriers who only generally deliver Monday-Friday during business hours
. You'll have to make arrangements directly with them if you can't be home on the day of delivery.
If you need an item urgently, you could consider our Click & Collect
service, which is free in Northern NSW.
We do not deliver outside Australia, sorry.
We generally do not ship large or heavy items
: Click for more details
Delivery cost depends on how big the item is, and where you live (your postcode). For most small items (clothing, shoes, and other items that will fit in a satchel) the charge will be between $9 and $14. We are not currently able to ship large or heavy items - click for more details
It's easy to work out how much an item (or a basket of items) will cost. Just add them to your cart, and start the checkout process. At step 2 (BEFORE you have to pay!) you will be presented with a screen (such as that shown here) showing the freight charge. This is dynamic, so the more items you add or remove from the cart, this charge will update.
If you order more than one item, we will sometimes ship the items out to you separately (called a "split delivery") at no extra cost to you. Don't panic if only part of your order comes - this is probably what happened.
Fraud Prevention Delays?
We're really sad that, occasionally, we receive an order which uses a stolen credit card. These criminals don't call themselves "Jonny B Criminal"! They impersonate real people and do their best to make the order look genuine. For this reason, sometimes (when we can't easily verify your details), we will contact you to verify your credit card details, usually by placing a small refund on your credit card which only you can see.
If this happens to you, please don't be offended. We're following guidelines given to us by the ANZ Bank (who we use for credit card processing) and this is as much to protect you, the customer/cardholder, as it is our local family owners. As soon as you can verify this small refund amount, we'll ship the goods out to you.
This may delay shipping, and we do apologise if this happens to you.
Large Items and Assembly
If you order a very large item, like a treadmill or a table tennis table, the courier may need some help unloading at your address. There is only ever one driver, so please be courteous and understanding, and be prepared.
Couriers cannot carry items up steps or help you to assemble, so please don't be annoyed when they explain this.
If you foresee this being a problem, please contact us first
to discuss options.