Shipping policy

When will my order ship?

Orders usually ship within 1–2 business days once your payment is confirmed, but may take up to 3 business days. Orders placed on a weekend or public holiday are packed on the next business day. Every order is carefully packaged before it goes out.

How long does delivery take?

Once it's dispatched, delivery within Australia usually takes 2–8 business days, depending on where you are. Metro addresses, especially in the same city, are often much quicker, while regional and remote areas can take a little longer. Delivery to New Zealand usually takes 5–10 business days, and international parcels can also be held up by customs. These are estimates, not guarantees.

How do I track my order?

As soon as your order ships, we'll email you the tracking details. If you have an account with us, they also show up on your account page, or you can look up any order on our order tracking page. Give the carrier's tracking a little time to update after dispatch.

Where do you ship?

To every state and territory in Australia, and to New Zealand.

How much is shipping?

A flat rate per parcel, depending on whether it's going within Australia or to New Zealand. The exact cost is shown at checkout before you pay, based on your delivery address. If you've won a free-shipping prize from our prize meter, enter the code at checkout and shipping is on us.

When do pre-orders ship?

Pre-order items are dispatched as soon as the stock lands with us. The expected ship date is shown on the product page and in your account. Release dates are set by the publishers and can move, so we'll keep you posted if anything changes.

What if my order has pre-order and in-stock items?

Items that ship at different times go as separate parcels, and each parcel is charged its own shipping. You choose how it ships at checkout: if the pre-order is due within 7 days you can wait and get everything in one parcel, or split it so your in-stock items go out now. If it's further away, your in-stock items ship now and the pre-order follows. You pay for everything in one checkout, and each parcel gets its own order number and tracking.

I made a mistake in my address. Can you change it?

Please double-check your address at checkout, since you're responsible for it being complete and correct. If something's wrong, contact us as soon as possible and we'll do our best to update it before it ships. Once a parcel has been dispatched, we can't change where it's going.

Are there customs or import charges?

For orders to New Zealand, any customs duties, import taxes or other charges from your country are the customer's responsibility. Orders within Australia have no extra charges.

My parcel is late or the tracking hasn't moved

Delivery times are estimates, and delays from the carrier, customs, severe weather or other things outside our control can happen. If your tracking hasn't updated for a while, get in touch with your order number and we'll chase it up with the carrier for you.

Something arrived damaged or missing. What now?

Contact us as soon as possible with your order number. Snap plenty of photos of the parcel and the product first, and don't open the product: we'll need those to investigate with the carrier and lodge an insurance claim on your behalf. Once that's sorted, we'll arrange for the item to be sent back and either send a replacement or issue a refund if a replacement isn't possible.

Do you accept returns?

We don't accept change-of-mind returns. Faulty, damaged, incorrect or not-as-described items are always covered under the Australian Consumer Law; see above, and our refunds & returns policy for the full details.