How can we help?

Orders are processed on business days after payment is confirmed. Items in stock at our Carrum Downs warehouse are dispatched from there; many other items are supplied to order through our supply partners and their lead time varies by product. Any time shown is an estimate. If you need the goods by a particular date, please contact us before you order so we can confirm availability.

The shipping charge is shown at checkout before you pay. It depends on the delivery service you choose and on the weight, size and destination of the order. Some bulky, heavy or remote deliveries need a freight quote; we will never charge an additional shipping amount without your approval.

We deliver to addresses within Australia. Some items cannot go to PO Boxes, parcel lockers or certain remote locations because of their size, weight or the nature of the goods; if that affects your order, we will contact you with an alternative or a refund.

Yes, for items in stock at our Carrum Downs warehouse when the pickup option is offered at checkout. Please wait for our message telling you the order is ready, then bring your order number and photo ID to Unit 2 & 3, 59 Lathams Road, Carrum Downs VIC 3201.

We send tracking details where the carrier makes them available. Signed-in customers can see their orders in their account, and our order help page or the chat on any page can help with an update.

Please tell us promptly, ideally within 2 business days of delivery, with your order number, photos of the goods and the packaging and a short description, and keep the packaging until the matter is resolved. Damaged, faulty or incorrect goods are put right under the Australian Consumer Law.

If an item is faulty, damaged, not as described or not what you ordered, contact us: you are entitled to an appropriate remedy under the Australian Consumer Law. A change-of-mind or wrong-size return is not automatic, but we may accept it when it is requested within 14 days of dispatch and the item is unused and in its original packaging. Some items, such as custom signs, opened hygiene products and safety-critical equipment out of its sealed packaging, cannot be returned for change of mind.

Request a return through the chat, the contact form (choose "Return or refund"), by email or by phone, and please wait for our approval before sending anything back. The full rules are in our Refund policy.

Approved refunds are made to the original payment method; how long the amount takes to appear depends on your payment provider. For purchases on a trade account, a refund is normally applied as a credit to the account.

Contact us as soon as possible. An order that has not been processed or dispatched can usually be cancelled for a full refund, and details can be updated before dispatch. Where an item has already been ordered from a supply partner for you or a custom item is in production, a cancellation may not be possible or a fee may apply; we will tell you the amount first. Use the order help form and choose "Change or cancel my order".

Yes. Prices on the site include GST. For a copy of a tax invoice or a product document, use the contact form and choose "Document request", or ask in the chat.