Once an item has been dispatched, you will receive a tracking number which you can use to track the delivery of your order. You are able to speak to our delivery partner directly by contacting them and providing your tracking number. We are unable to provide any further information regarding the tracking notifications provided by our delivery partner.
Despite best intentions, occasionally items sent via our delivery partner may become lost or damaged in transit. In these instances, we will work with you and our delivery partner to resolve the issue for you.
Items Lost in Transit
For items that have been dispatched and have exceeded their estimated delivery time by more than 1 business day, we recommend contacting the delivery partner in the first instance. Our delivery partner will then lodge an enquiry on your behalf and attempt to locate your item for you. If it has been more than 3 business days since the order was due to be delivered, please contact us to let us know and we will escalate the issue with our Delivery Partner.
Once an enquiry has been lodged with our delivery partner, we expect one of two different outcomes:
- Our Delivery Partner advises your item has been located and delivers the item to you
- Our Delivery Partner advises your item cannot be located and is deemed 'lost'
As this search is extensive and conducted by our partner, we are unable to expedite this and it can take some time for your item to be located.
Should your item be deemed lost, we will organise for a replacement item to be delivered to you.
Items Damaged in Transit
Occasionally, items may be damaged while in transit. In these instances, we ask that you contact us immediately and notify us. In many cases, the outside box may appear to be damaged but the components inside remain safe so we recommend inspecting this also.
Please send as many pictures as possible for us to review and we will work with you to resolve the situation for you. Should it be determined your item was damaged in transit and you are not of any fault, we will organise for the item to be returned to us and a replacement sent out to you.