In this time of uncertainty with the Coronavirus (COVID-19) we want to ensure that the health and safety of our customers and staff is of the highest priority.
We have therefore had to implement some changes to our operations to alleviate the risk of the virus spreading, however we anticipate operating as best as we can given the circumstances to fulfill and dispatch orders as quickly as possible.
Our major suppliers and distribution centers fall within NSW's LGA's of concerns and as a result there has been a huge shortage of staff to process orders in a timely manner. This, combined with an unprecedented demand for our products has resulted in significant delays in processing some orders.
Our estimated processing times are currently 7-15 business days.
Stock levels across our suppliers & stores are changing constantly on an hourly basis and we will try our best to communicate this information on our website. If an order has been placed for an item that has gone on backorder, we will notify you in a timely manner with an ETA or alternative option.
FREQUENTLY ASKED QUESTIONS (FAQ):
- How to contact us regarding your order?
We are experiencing a very high volume queries. Please allow 2-3 business days for a response.
To effectively respond to your query, we kindly request for you to email us - click here
- How to contact us regarding a sales query?
We have 5 retail stores across NSW and all our sales staff are very knowledgeable to help with your sales questions.
You contact any of our stores - click here
- I want to get my products/orders as fast as possible, what do you recommend?
If you are wanting to get your order as fast as possible, we recommend contacting us first to confirm stock levels. Our retail stores can confirm stock levels immediately and process your order over the phone or via the website.
If you live in Sydney, we can also arrange SAME DAY DELIVERY! Just contact any of our Sydney stores - click here
- How long does it take to process orders?
Due to a very high demand for our products and staff shortages in NSW across our suppliers and distribution center, our processing times have been significantly delayed.
Our warehouse and customer service teams are working overtime 7 days a week to work through the sudden increase in demand, to speed up the process as much as possible. Estimated processing times are between 7-15 business days.
- I have received a tracking number but had no update since then, where’s my shipment?
Due to the high demand of orders, processing and dispatching of orders may take a while. If you’ve received your tracking number, it means your order is currently dispatched and awaiting courier pick up.
Please note, our major courier partners, Australia Post and Startrack are experiencing delays with processing. More information can be found on Australia Post’s website - https://auspost.com.au/service-updates/current-updates/impacts-on-parcel-post-deliveries-nsw-act-vic
We appreciate your patience and understanding during this time. Please feel free to contact us on email@example.com with any questions or concerns.