Shipping policy

We recommend choosing Australia Post/DHL for the most reliable delivery. Other couriers may vary depending on location. We’re also able to easily assist with tracking and delivery updates when Australia Post is selected.

It is YOUR responsibility to track your parcel. We are not held liable for you not receiving updates from the courier. If your parcel is delayed or you feel it is taking too long please contact the shipping company first, then we will happily help you if there is any more issues. 

Please note we will not be responsible for any additional customs fees. Our shipping fee does not include any import taxes or duties your country may charge. Excluding America, we pay your tariffs because your shipping fee has been increased to cover it. Please check your local customs rules and fees, we do not give refunds for any customs fees occurred after you complete checkout. No refunds are given if a parcel is posted back to us due to incorrect information entered by you, you failure to collect your parcel or refusal of payment of customs fee and you will need to pay for shipping again to receive your item.

If you have ordered from another country you can also enter the tracking number on our countries government postal service (e.g USPS) website. Click here to see who will be delivering your order. They normally give you much more detailed updates compared to Australia post. We also suggest adding your information to the tracking so you get updates from them.

There is also an app called 'Shop' by Shopify Inc. This app will send you shipping updates to your phone. It is free and a lot of online stores use it so you will use it again. It's a great way to see updates as sometimes shipping updates can be missed. We STRONGLY RECOMMEND you download this app and allow tracking notifications, checking on tracking regularly will prevent your purchases being sent back to us.

Processing times & shipping times are COMPLETELY two different things. Processing times is the time it takes us to post your order, shipping times are how long it takes our shipping courier. Paying for express shipping only makes your shipping faster, it DOES NOT make your order be sent out faster, it does not put you at the front of the cue.

Our processing times are mentioned at checkout, by completing your order you accept that times given. 

We no longer offer free shipping on balance boards, we provide shipping at the best price possible (on average 15-35% less then we are charged from our courier) but we charge you a heavily discounted rate for shipping - passing our discount on. 

IMPORTANT INFORMATION FOR OUR INTERNATIONAL CUSTOMERS.

We charge you 15-50% of the rate auspost charges us. If your parcel is returned to us due to a failure to pay import fees, collect or be home, you will need to pay for the full rate of shipping.

Please note that we only send tracking notifications via email. We use Australia Post, they will send you tracking information. Please check your junk mail. Contact Auspost before contacting us for shipping updates please.

We have a 5-7 business day processing time (business days as in week days, Saturday and Sunday at not business days) for clothing & a 7-14 business day for boards, 14-21 business days processing time during October/November/December.

Standard delivery takes 5-21 days for Australian orders and 5-40 days international orders depending on location (click link below for accurate times). We use that time frame to take into consideration any potential delays during transit or from customs, which are unfortunately out of our control. Once we send your order, we have no control over delivery times. We will do our best to ensure minimal delays. If you qualify for free shipping we will send your order via economy air which can take a minimum of 30 days.

Please also factor that we only get our parcels picked up on a Tuesday and Friday. Unless you select priority we will not send your order till one of these days. If priority is not available please contact up and we can invoice you for a priority pickup/drop off.

If you’re looking for accurate shipping times please hit this link below, then scroll down to look for your country on the aus post website. https://auspost.com.au/service-updates/international-delivery-times 

It is your responsibility to enter your address correctly. We will send your order to the exact address you give us, if your parcel is lost or returned it is your responsibility if you entered a invalid address.

Please note it is your responsibility to ensure you are home when your delivery arrives or to pick up the parcel from the post office. We only recommend you do not select Authority to leave and pay the additional fee for signature as we will not be held responsible if your parcel goes missing. Please note all international shipping fees include signature on delivery. We will not be held liable and do not offer refunds for late parcels, damaged parcels or missing parcels. If a parcel is returned to us, you will have to pay the additional delivery fee, refunds will not be accepted. If the Australia Post admits fault we are ensure you either receive a store credit or we will resend you your order

It is your responsibility to ensure you have ordered the correct item. We cannot be held responsible for you thinking you ordered something else. We will pack what is sent you in a confirmation email, it is your responsibility to check your chart at checkout & your confirmation email. You wouldn’t put something in your shopping trolley without checking same goes with online orders. We will happily exchange wrongly ordered items but you need to contact us within 48hrs of receiving your order & pay for postage.