Copy of Delivery and Shipping Policy including NZ
We pride ourselves on fantastic customer service and our delivery & shipping service is no exception. With a large distribution centre in Brisbane, we look after over 5,000 orders per month ensuring that all our customers receive their orders in double quick time. And no matter how much you buy, shipping is just $15 across mainland Australia!
PRIORITY SHIPPING
We know what it’s like when you have ordered something online, you want to start using it straight away!
That's why we offer optional same-day-dispatch when you purchase 'Jump the Queue' as long as we receive your order and payment before 2pm (QLD time, excluding weekends and public holidays). If the 'Jump the Queue' order is made after 2pm, it will be dispatched the next day.
STANDARD SHIPPING
We work hard to process your order as quickly as possible, however it can sometimes take a couple of days for your order to be shipped due to the high demand of orders coming through (especially during sale periods). Please allow a slightly longer delivery time for larger items which won't fit into a postage satchel, or delivery to regional areas.
Note: Due to changes in stock levels, to ensure your order gets to you in the quickest time possible, some orders may be split shipped from more than 1 location. This means your order may arrive in separate deliveries.
If you have any questions or would like to discuss your order further please feel free to call our friendly customer service representatives on (07) 3895 8119 or email us at sales@spearfishing.com.au
Frequently Asked Questions
1. I would like to return my order?
2. How do I know to choose the right size?
3. When will my order be delivered?
5. Will I get charged duties or taxes?
7. I ordered some items on the weekend, when will I receive them?
8. I would like to cancel my order?
9. My delivery address has changed?
10. How do I get next day shipping?
12. What payment methods do you accept?
13. Is my information safe and secure?
15. I would like to view the status of my order?
16a. Store Pickup information.
1. I would like to return my order?
We offer our customers a 30 day returns policy, please go to our Returns Policy page for more information.
2. How do I know to choose the right size?
Please note that size charts do differ and so should be used as a guide only. If your item doesn’t fit, don’t worry we offer a 30 day Returns Policy so you can simply return and exchange for the right size.
3. When will my order be delivered?
Once your order has been received we aim to dispatch for delivery within 2-6 business days (excluding weekends) to major cities within Australia. New Zealand deliveries may take longer. We are unable to give an accurate delivery time estimation as it will vary depending on whether you live in a major city or in a remote location.
Deliveries to offshore territories can take up to several weeks to arrive.
For delivery within Australia we use Australia Post or StarTrack. Deliveries cannot be made on public holidays.
4. How much is delivery?
$15 flat rate shipping to mainland Australia. No strings attached, no surcharges, no more to pay! Order anytime and AS MUCH AS YOU WANT for just $15.
Optional extras:
- Insurance = an extra $2, Australia wide shipping insurance so you don't need to worry about your order going missing in the post.
- Jump the Queue + Insurance = an extra $5 (Does not guarantee next day delivery, standard shipping times apply)
Our New Zealand customers pay a flat rate of $40, and get complimentary Jump the Queue and Insurance.
Please note these prices are based on delivering to mainland Australia and mainland New Zealand. Offshore islands and territories of Australia and New Zealand may incur additional postage costs, in which case our Customer Service team will contact you.
Please contact customs or your local postal service as your order may be delayed for inspection or duties/taxes may apply which are not paid for by Adreno. This is applicable to all International shipping methods.
5. Will I get charged duties or taxes?
Within Australia, prices are inclusive of Australian GST, however, depending on which country you live in, there may be additional taxes or import duties imposed at the receivers end. Adreno is not liable for these charges and it is up to the customer to liaise with Customs regarding their delivery.
In Australia there will be no additional costs.
6. Where do you deliver to?
We deliver to all states and territories of Australia and New Zealand.
Offshore islands and territories of Australia and New Zealand may incur additional postage costs, in which case our Customer Service team will contact you.
If you have any further questions about this please do not hesitate to call one of our friendly customer service representatives (07) 3895 8119.
7. I ordered some items on the weekend, when will I receive them?
Our dispatch team operate from Monday to Friday and therefore any orders from the weekend will be shipped as soon as possible on our return to work the following Monday depending on volume of orders.
If you would like to guarantee your items are dispatched as soon as possible, there is an option during the online checkout process to select ‘Jump the Queue’ for a small additional fee.
8. I would like to cancel my order?
If your order has not been processed by our team then we are able to cancel the order however, please make sure you call us as soon as possible on (07) 3895 8119 and quote your order reference.
Unfortunately if your order has already processed then we will be unable to cancel it however, we do offer a 30 day returns policy.
9. My delivery address has changed?
Not a problem, as long as your items haven’t been shipped then we can easily change your details on our systems. Please call us as soon as possible, quoting your order reference on (07) 3895 8119.
10. How do I get my order shipped ASAP?
When you place your order, you will be given an option to purchase 'Jump the Queue' for an additional $5. If we receive your 'Jump the Queue' order and payment before 2pm QLD time, your order will be dispatched the same day (excluding weekends and public holidays). If the 'Jump the Queue' order is made after 2pm, it will be dispatched the next day.
To arrange this just tick the relevant box during the online order system or call us to place your order over the phone on (07) 3391 2299.
11. Do you deliver same day?
Unfortunately we are unable to offer same day delivery. There is a ‘Jump the Queue’ option for an additional $5 where if we receive your 'Jump the Queue' order and payment before 2pm (QLD time), your order will be dispatched the same day (excluding weekends and public holidays). If the 'Jump the Queue' order is made after 2pm, it will be dispatched the next day. To arrange this just tick the relevant box during the online order system or call us to place your order over the phone on (07) 3391 2299.
All Jump the Queue orders are also covered by Australia wide shipping insurance so you don't need to worry about your order going missing in the post. This insurance covers you against loss or damage that may be incurred during the shipping process.
12. What payment methods do you accept?
You can pay by either PayPal, Credit Card or After Pay at the online checkout.
13. Is my information safe and secure?
When purchasing from Adreno your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the industry standard.
We also use physical and electronic security measures to ensure personal information is not misused, lost, changed or stolen. These include restrictions on physical access, secure databases or electronic firewalls. For more on this please view our Privacy Policy.
14. Can I change my order?
We will try our very best in order to change your order as long as your items have not been dispatched already. Please call us as soon as possible on (07) 3895 8119 quoting your order reference number and our customer service team will be able to assist you.
15. I would like to view the status of my order?
Our commitment to you is second to none, we understand the importance of knowing where and when you might receive your order. We are currently upgrading our systems to provide a customer login to view order status, however in the meantime if you would like to track your order, please call our Customer Service team on (07) 3895 8119 to get a delivery tracking number.
16. Can I pick up my order?
Yes...simply select the "In-Store Pickup" option when checking out if you'd like to collect your order from our warehouse in Brisbane. Full payment is required in order to secure your items as we will not hold anything without payment being received. Items may not be ready for immediate pick up so please wait for an email to confirm your order is ready before coming down to the store.
Store Pickup Information
Store Pickup lets you avoid shipping charges and pick up your order in our store at 54 Deshon Street, Woolloongabba, Brisbane 4102.
Here's how it works:
-During checkout, choose Store Pickup for shipping option.
-Place your order and wait to receive a "Ready for pickup" e-mail. (This is a separate e-mail from your order confirmation e-mail.)
- Bring your ID, credit card, and order number to the store and pick up your items.
- We'll hold your items at the store for 14 days.
Bring to the store:
- Your photo ID.
- Your order number.
- Purchases over $500, the credit card used for the purchase must be presented at point of collection by the card holder.
At the store:
- Our store have reserved parking spaces for Store Pickup. They're right up front.
- Inside, look for the Store Pickup sign. Or ask the associate at the door to point you in the right direction.
Who Can Pick Up Your Order
You can pick up your order yourself or choose someone else to pick it up (Friends & Family Pickup). Your pickup person will need to show his/her ID and the order number at the store. For orders over $500 the buyer must collect the goods in person along with the credit card used to purchase or copy of the PayPal transaction confirmation email.
Product Availability
Some items may not be immediately available for pickup from our store. Items not in stock usually arrive at the store within 3 to 7 business days. We'll send you an email when your items are ready for pickup.
A Few More Things to Know
- There's no charge for Store Pickup.
- Products may be larger than expected due to their packaging. Please keep this in mind when considering what vehicle you use to pick up your order.
- Allow extra time to pick up.
Changing or Canceling Store Pickup
- To change or cancel a store pickup order, call us at (07) 3895 8119.
- To switch from shipping to store pickup, call within one hour of placing your order.
- To switch from store pickup to shipping, call any time.
- If you're calling to cancel a store pickup order, please have your credit card information handy.
- Note that not all items are available for both store pickup and shipping.
