FREE Shipping for all orders
HOW IS MY ORDER SHIPPED?
Orders are delivered using one of the following couriers/postage services: FedEx, DHL, TNT TOLL or EMS. Depending on your location, we will pick the quickest and most reliable service.
How long does it usually take to Ship?
Once your order is placed, we will start processing your orders and certain security & fraud screening, and information validation, after which we process to pick and ship out within the timeframe mentioned at the product page.
FREE Delivery in 6 - 8 Days
Once your order is dispatched from our warehouse, it usually takes 6 - 8 working days to deliver depending on your location. Please allow 2 to 3 working days extra for delivery to regional and remote areas. This is available for orders of $100 and over.
Express Delivery in 4 - 6 Days
Once your order is dispatched from our warehouse, it usually takes 4 - 6 working days to deliver depending on your location. Please allow 2 to 3 working days extra for delivery to regional and remote areas. You can upgrade to this service for all orders.PLEASE NOTE: Our goal is always to exceed your delivery expectations--and we regularly do! However, stated delivery times are based on industry averages, and delays may occur during holiday and peak periods, extreme weather conditions or due to unforeseen circumstances, while remote deliveries are subject to local transport schedules and may encounter extended delays.
HOW DO I TRACK MY ORDER(S) ONCE IT IS DISPATCHED?
Once your order is dispatched, we will email you to let you know this, along with the tracking details and a link to track your parcel. If you wish to track it manually, we will also send you regular tracking updates so you know where your parcel is at all times.
If you wish to track your parcel manually, you can do so by entering your tracking number provided in to the tracking systems, as provided by the selected courier. The courier tracking systems can be found at the following web locations:
|Registered Air Mail||Registered Air Mail does provide a code for delivery, however it may not be available for real-time tracking depending on your local postal service, in these cases please contact us for any delivery enquiry.|
CAN I CHANGE MY SHIPPING ADDRESS AFTER I HAVE PLACED MY ORDER?
Unfortunately we cannot change your delivery address once your order has been placed – credit card security stipulations prevent us from doing this. Please contact us at firstname.lastname@example.org ASAP to cancel the order, so that you can place a new one with the correct address.
We might not change a delivery address once the parcel has shipped (again for security reasons), so please be sure that you have entered the correct delivery address when you place the order. And courier may apply a charge of AUD $20 for the reroute service fee.
WHAT HAPPENS IF MY PARCEL IS LOST IN TRANSIT? IS IT COVERED BY SHIPPING INSURANCE?
We use some of the world’s leading couriers so shipping an order is reliable, safe and secure. We go to great lengths to ensure your orders are packaged securely, so the likelihood of any damage in transit is low. But things do not always go as planned, and some things are beyond our control. To further protect your delivery, we offer shipping insurance service. Covered by our private company insurance—it is available to purchase on every product page.
Purchasing shipping insurance option covers your product(s) at their full value should they be lost or damaged while in transit to you. Our insurance policy, however, does not cover the product(s) after delivery has been completed to you.
To make a claim, simply email our customer service team at email@example.com, along with your order number and details of the issue. Once we receive your claim, we may ask you for additional information. We will also need to communicate with the couriers and obtain a report from them. Please note that insurance claims can only be processed once we receive all claims and reports from both you and the courier, which typically takes up to 5 working days, although in some cases this can take longer. Once your claim is approved, we will either reship your order or offer you a refund at our discretion.
If you choose not to purchase shipping insurance, please be informed that any goods lost or damaged in transit are at your liability, and you will need to raise a claim with the couriers directly. While some couriers will offer some level of protection against such possibilities, this is usually limited to a maximum claim of $150 per shipment. In such cases we will offer our assistance where possible to ensure that you get the maximum claim possible.
Please note only products purchased with shipping insurance are covered by our shipping insurance service. Also, be informed that our shipping insurance only applies to products individually purchased with it. Any other product(s) included in the shipment that have not had shipping insurance purchased as part of the order will not be covered under another product(s) shipping insurance.
I NEED MY ORDER URGENTLY, CAN YOU PRIORITISE MINE FIRST?
We ship all orders based on a first-come, first-serve basis. We understand in certain circumstances that you may need to have your order shipped as soon as possible for a particular event, due to an urgent birthday or a last minute present for your Valentine, or any other number of reasons.
We always love to help, and that’s why we also offer you the option to choose priority handling and shipping at the checkout for a small additional charge.
Returns & Refund
Read our Return and Exchange policy below for everything you need to know about returning or exchanging your order or product.
Please note that the Return and Exchange policy - and any reference to “your item” - does not include accessories. All returns and exchanges are performed at our sole discretion. In all cases our decision on individual cases is final. Products returned without an RMA code or authorisation will be refused delivery and the sender will be responsible for all costs.
All products returned to NDBD for refund/replacement/repair are handled by our returns and exchange service local to Australia. This allows us to process requests for replacements and returns immediately as soon as the returned item has been checked for DOA. This service also covers replacements for warranty claims as well.
PRIOR TO SHIPPING
A full refund is available at any time prior to processing and shipping of your order. This includes pre-ordered items. It may also be possible to exchange your item prior to shipping from the warehouse. Please use our Contact Us feature to request this. If the item has already been shipped at the time that your request is read and processed by our representatives, the case will be treated as an ‘unopened box’ return. Please see terms and conditions for this return type below.
DOA (DEAD ON ARRIVAL) ITEMS
Your item may be eligible for DOA exchange if it develops a software or hardware malfunction that causes the product to become inoperable and is covered under the warranty terms and conditions. Please note that instances of physical damage, liquid ingress damage and other causes excluded from the warranty terms and conditions not covered by this return or exchange policy. DOA exchange is only available within 15 days of receipt of the product. Failure to complete and submit this form within the 15 days will result in your product being processed through the regular warranty process. You can return the product to us once a valid RMA code or authorisation has been issued. One of our technicians will assess the product, after which a replacement be sent or the item will be returned to you if no fault was found or the issue was corrected upon inspection.
WITHIN 30 DAYS - UNOPENED BOX
You may exchange your item for refund, minus the shipping charges, for up to thirty days from receiving your item. Any variation where the received item varies from the described specifications on the website must be raised with us within 30 days of receipt. Failure to do so will void any return or refund claim on that basis. You are required to obtain an RMA code from the Care Team before returning the item. Refunds will not be processed until the item has been received and inspected by our representative. The item must be received within 14 days of us issuing the RMA code to you. The item will not qualify for an unopened box exchange or refund if the seal plastic has been broken or tampered with in any way. A processing fee of up to 30% of product ordered value may be deducted from the refund or exchange.