How We Deliver Your Order

Orders are sent using our standard delivery service. We work with a number of Australian parcel and freight carriers, allowing us to select a suitable service according to the item, parcel size and weight, delivery destination and carrier availability.

Please note that express or expedited delivery is not currently available. Australia Post may be used for some orders, but it is not our only delivery provider.

When Will My Order Be Dispatched?

Most orders leave our warehouse within 1–2 business days after payment has been successfully cleared.

Tracking information will be added to your order once it becomes available. After dispatch, we recommend following the tracking provided for the latest delivery progress.

Carrier transit times are estimates and can also be affected by weather, network delays, peak periods and other circumstances outside our control.

Can You Deliver to a PO Box?

This depends on the product and the carrier. Some carriers cannot deliver to PO Boxes, particularly where the parcel is large or heavy.

For the widest range of delivery options, we recommend providing a residential or business street address. If a PO Box is your only available address, please contact us before ordering if you are unsure whether delivery is possible.

Understanding Free Shipping

If eBay shows free shipping for your delivery location, there is no standard delivery charge for that order.

Where an item is not offered with Australia-wide free shipping, free standard delivery is generally available at least within metropolitan Victoria and New South Wales, while other destinations may attract a shipping charge.

Remote or restricted destinations and large or heavy products can require special freight arrangements. Any applicable conditions are explained separately under Remote & Restricted Areas and Oversized Items.

Why Can the Shipping Price Vary?

eBay calculates the shipping amount shown to you using our configured shipping rates together with the location information available to eBay.

For this reason, we recommend entering your actual delivery address and postcode at checkout and checking the final shipping amount before completing payment.

Does the Shipping Charge Look Too High?

eBay's shipping regions are necessarily broad, while actual carrier charges can vary from one postcode or delivery service to another. Occasionally, this can result in the shipping amount displayed by eBay being higher than the freight rate actually available for your order.

If a shipping charge appears unusually high, please contact us and we will be happy to check it. You may also contact us after ordering. If we confirm that the applicable freight cost is lower than the shipping amount you paid, we will refund the difference.

Delivery to Regional & Remote Locations

Australia is a large country, and freight costs can vary considerably outside normal metropolitan delivery networks. Some regional, remote, island and restricted destinations may therefore require an additional freight charge.

This can apply even where eBay initially displays free or fixed-price shipping. eBay groups delivery locations into broad shipping regions, while our carriers calculate freight according to their own delivery zones, parcel characteristics and service availability. The two systems do not always match exactly.

Postcodes That May Require Additional Freight

The following postcode areas include locations where additional freight charges or delivery restrictions may apply. This list is provided as a guide and includes, but is not limited to, the areas shown below.

What Does It Mean If My Postcode Is Listed?

It does not automatically mean that every order to that postcode will incur an extra charge. Freight requirements can vary according to the exact address, product, packaged size and weight, warehouse location and carrier used.

Similarly, the list cannot cover every possible carrier restriction. A destination not shown above may occasionally require a special freight arrangement where the selected carrier does not provide its normal service to that address.

What If My Listing Shows Free Shipping?

Where a product is specifically offered with Australia-wide free shipping, standard delivery is free to eligible Australian destinations. However, locations outside normal carrier networks, restricted-access destinations and products requiring special freight may still be subject to the delivery limitations stated in the listing or applicable freight policy.

If Extra Freight Is Identified After You Order

Occasionally a carrier may identify an additional freight requirement only after the order and delivery address have been processed. If this happens, we will contact you before dispatch and explain the additional charge.

You can then choose whether to proceed by paying the additional freight, or cancel the affected order for a full refund. We will not simply dispatch the order and charge an additional amount without contacting you first.

Large & Heavy Item Delivery

Larger products often need a different delivery service from ordinary parcels. They may require a specialist freight carrier and, depending on the destination, an additional freight charge may apply.

Why Can Extra Freight Apply?

Standard parcel networks have size and weight limits. Once a shipment exceeds those limits, the order may need to travel through a different freight network, where charges are calculated according to factors such as the product dimensions, weight, delivery postcode and available carrier service.

Because of this, an oversized item may attract an additional delivery charge even if the destination is not included in our Regional & Remote postcode list.

It is also possible for eBay to initially display free or fixed-price shipping. eBay's standard postage calculation cannot always account for every large-item freight combination or carrier restriction.

Ordering a Large or Heavy Product

If you are purchasing an oversized product, particularly for delivery outside a major metropolitan area, we recommend contacting us before placing your order. We can check the freight requirements for the product and your postcode where necessary.

If an additional freight requirement is identified after your order has been placed, we will contact you before dispatch. You may choose to pay the additional freight and proceed with the order, or cancel the affected order for a full refund.

Changed Your Mind About an Oversized Item?

Oversized products involve significantly higher handling and freight costs. If you wish to return an oversized item because you have changed your mind, you will be responsible for the applicable return freight cost.

A 15% restocking fee based on the total order value may also apply to an eligible change-of-mind return for an oversized item.

We therefore recommend checking the product dimensions, specifications, suitability and delivery access carefully before ordering a large or heavy item.

Faulty, Damaged or Incorrect Items

The change-of-mind conditions above are not intended to limit your rights where an item is faulty, damaged, incorrectly supplied, or where you have rights under applicable consumer law or eBay buyer protection. Please contact us if there is a problem with your order so that we can review the appropriate resolution.

Paying for Your Order

Payment for your purchase is completed securely through eBay Checkout. The payment options available to you are those displayed by eBay when you complete your order.

Please follow the payment instructions shown during checkout. We do not require customers to arrange a separate payment outside the normal eBay checkout process for the original order.

What About Additional Freight?

Some regional or remote destinations and certain large or heavy products may require additional freight that cannot always be calculated accurately by eBay at checkout.

If an additional delivery charge is required after your order has been placed, we will contact you before dispatch with the amount and the available payment method.

If you do not wish to proceed with an additional freight charge, you may cancel the affected order for a full refund before dispatch.

Need to Cancel an Order?

If you need to cancel, please submit a cancellation request through your eBay order details as soon as possible. This gives the request the best chance of reaching the order before warehouse processing is completed.

Sending us an eBay message is always welcome, but a message by itself should not be relied upon as an order cancellation request. Customer Service and warehouse fulfilment operate separately, and orders can move into processing automatically before a message is reviewed.

We process orders promptly, so cancellation cannot be guaranteed once warehouse processing or dispatch has started.

What If the Parcel Has Already Been Dispatched?

Once an order has left the warehouse, it can no longer be cancelled in the normal way.

Where possible, we may check whether the carrier can recall, redirect or return the parcel. These services depend on the carrier and are not always available. Where permitted and applicable, any additional carrier charges associated with a requested recall, redirection or return may be passed on to the customer.

Our Product Warranty

We want you to shop with confidence. Unless a different warranty period is specifically stated in the listing, most products are covered by a 12-month warranty against eligible manufacturing faults and defects.

Some products, including certain electronic items, may have a shorter warranty period (for example, 3 months) where this is expressly stated in the product description. The applicable warranty period generally begins from the date the item is delivered.

Something Isn't Working as It Should?

If your product develops a problem during the applicable warranty period, please contact us through eBay and tell us what has happened. We will review the issue and help determine the most appropriate next step.

Depending on the nature of the problem, we may ask for clear photos, a short video or some basic troubleshooting information. This helps us identify the fault and can often avoid an unnecessary return.

Eligible warranty issues generally relate to manufacturing faults, defects or malfunctions arising during normal and intended use. Normal wear, ageing or cosmetic changes that do not affect normal operation are not generally considered manufacturing faults.

The 7-day period above is a recommended reporting timeframe and does not mean that an otherwise valid warranty or consumer claim is automatically rejected simply because more than 7 days have passed.

If an item appears to have been damaged during delivery, please keep the product, packaging and shipping label while we review the matter. Photos of the packaging and affected area may be requested.

Missing a Part?

Please check the carton and all packaging carefully first, as smaller components can sometimes be packed inside other parts of the product.

If something is still missing, contact us promptly. We may ask for photos of the received contents, carton, shipping label, parts list or other information so that we can identify what is missing and arrange the appropriate solution.

What Isn't Normally Covered?

Warranty coverage does not generally apply where the problem results from:

• Failure to follow the supplied operating, assembly or installation instructions;
• Misuse, abuse, neglect, accidental damage or use outside the product's intended purpose;
• Unauthorised modification, dismantling, alteration or repair;
• Incorrect voltage, electrical surge or unsuitable power supply;
• Fire, liquid exposure, severe weather, lightning, corrosion or other external causes;
• Use with incompatible equipment, parts or accessories;
• Software problems, viruses or other issues not caused by a defect in the supplied product; or
• Damage caused by insects, pests, foreign objects or similar external contamination.

Accessories, consumable components and bonus items may have different coverage or service conditions from the main product where this is stated in the listing or applicable product information.

Products That Store Data

If a product stores personal data, files, settings or software, please back up anything important before sending the item for assessment or service.

To the extent permitted by law, we cannot accept responsibility for loss of data, software or stored information arising during troubleshooting, repair, replacement or return processing.

How We Handle a Warranty Claim

Please contact us before returning a product. Do not send an item back without return instructions, as the correct return address and procedure can vary depending on the product and warehouse.

To assess the claim, we may reasonably request information such as:

• A description of the problem and when it occurs;
• Photos or a short video showing the issue;
• Your eBay user ID, order details or proof of purchase; and
• Other information reasonably required to identify or assess the product and reported fault.

Depending on the circumstances, the appropriate resolution may include troubleshooting assistance, replacement parts, replacement of the product, return for assessment, or a partial or full refund.

Returns, Refunds & Exchanges

Whether you have received something that is not right, or you have simply changed your mind, please contact us first. The correct solution and return procedure can vary depending on the product, the reason for the return and the warehouse from which the order was supplied.

Something Wrong With Your Order?

If your item arrives damaged, appears faulty, is missing parts, or is not the product you ordered, please let us know and provide a brief description of the problem.

Depending on the issue, we may ask for clear photos, a short video, packaging or shipping-label images, troubleshooting results or other reasonable information. This helps us identify the problem and determine the most appropriate solution without requiring an unnecessary return where possible.

Depending on the circumstances, a resolution may include:

• Troubleshooting or technical assistance;
• Supplying a missing or replacement part;
• Replacement of the product;
• Return of the product;
• A partial refund where appropriate; or
• A full refund where appropriate.

A reported problem may need to be assessed before the final resolution is confirmed. Issues caused by misuse, mishandling, incorrect assembly or installation, unauthorised modification, or use outside the product's intended purpose may not qualify as a product fault or warranty claim.

How Long Does a Claim Take?

Once we have the information reasonably required to assess a claim, the review process will generally take up to 5 business days. More complex cases may take longer where additional information, technical assessment or supplier assistance is required.

Where a return is required, the item may need to be received and inspected before the final outcome can be confirmed. Once the returned item has been received, inspected and the refund or replacement approved, processing will generally take up to 5 business days.

After a refund has been processed, the time taken for the funds to appear will depend on eBay and the payment method originally used.

Changed Your Mind?

Eligible products may be returned within 30 days if you change your mind, unless different return conditions are specifically stated in the listing.

A change-of-mind return includes situations such as:

• You no longer want or need the item;
• You ordered the wrong product, size, colour or model;
• The product is not suitable for your intended preference or use, where it is otherwise as described; or
• You have found the same or a similar product at a better price elsewhere.

For an eligible change-of-mind return, the buyer is responsible for the applicable return freight and any non-refundable freight costs incurred in supplying the original order.

What About Oversized Products?

Large and heavy products have separate change-of-mind return conditions because of their higher freight and handling costs.

Where a product meets our Oversized Item definition, the specific change-of-mind conditions stated under Large & Heavy Item Delivery apply instead of the standard-product restocking calculation above.

Under those conditions, the buyer is responsible for the applicable return freight and a 15% restocking fee based on the total order value may apply.

Returning an Item in Resaleable Condition

For a change-of-mind return, please take reasonable care of the product while it is in your possession. Wherever reasonably possible, the item should be returned in resaleable condition with its original packaging, labels, accessories, components and manuals.

If packaging, accessories or components are missing or damaged, this may affect the amount that can be refunded. In some cases, a change-of-mind return may not be accepted where the product can no longer reasonably be resold because of its condition.

Change of Mind vs. Product Problem

The change-of-mind conditions above are different from a claim involving a faulty, damaged or incorrectly supplied product.

Change-of-mind restocking and return conditions are not intended to reduce any rights or remedies that apply where a product has a genuine fault, arrives damaged, is incorrectly supplied, or where other rights apply under Australian Consumer Law or eBay buyer protection.

Before You Start a Return

Please contact us through eBay first. To help us deal with your request, we may reasonably ask for:

• Your eBay user ID or order details;
• The reason for the return;
• Photos or video where a fault, damage or other product issue is reported;
• Photos of the carton, packaging or shipping label where relevant; and
• Other information reasonably required to identify the order and assess the request.

Once we understand the circumstances, we will advise you of the appropriate next step and, where a return is required, provide the relevant return instructions.

A Few Important Things Before You Order

We want your order to go as smoothly as possible. Before completing your purchase, please take a moment to check the product information and your order details carefully.

Check the Product Details

Please review the product description, specifications, dimensions, colour, compatibility and included components where applicable to make sure the item is suitable for your needs.

We also recommend reviewing the relevant delivery, warranty and return information before ordering, particularly for large or heavy products and deliveries to regional or remote locations.

Check Your Delivery Address

Please make sure the delivery name, street address, suburb, state and postcode shown on your eBay order are correct before payment is completed.

If you notice an address problem after ordering, contact us immediately. Where the order has not yet progressed too far through fulfilment, we will check what options are available.

Need to Cancel?

Please submit a cancellation request through your eBay order details as soon as possible.

You are also welcome to send us a message, but please do not rely solely on an eBay message to stop an order. A message and an official cancellation request are handled differently within the order process.

Why Is Acting Quickly Important?

Our Customer Service and warehouse/fulfilment operations are separate. Orders may be transmitted for processing automatically and can continue through the fulfilment system while a customer message is waiting to be reviewed.

For this reason, we cannot guarantee that an address change or cancellation can be completed once warehouse processing has started.

Already Dispatched?

Once a parcel has been dispatched, we cannot normally cancel the order or guarantee a change to the delivery address.

In some cases we may be able to ask the carrier whether a parcel can be recalled, redirected or returned to sender. Whether this is possible depends on the carrier, the shipment and its current delivery status.

Where permitted and applicable, additional carrier charges resulting from a customer-requested recall, redirection or return may be payable by the customer.