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Shipping Information

Australia Post Parcel Lockers

■ Plain white satchel packaging – no logos or indication of contents

■ Same day dispatch available (within Australia)

■ All orders issued with tracking numbers

■ International delivery available

 

Next Day Delivery within Australia !   


If you place your 
order before 2pm (Australian Eastern Standard Time) and select Express Post as you shipping option, we will send your order out the same day and it will be delivered on the very next business day (overnight) provided your address is within the Australia Post Express Post National Network
In most cases, we will dispatch non-express orders placed before 3pm on the same day also, however delivery times will be subject to normal postal service times (see below).



How much does shipping cost? 

FREE Registered Mail Shipping is available within Australia only for orders of $50 or more.  Orders are shipped via our computerised eParcel system and do include a tracking number.  Someone will be required to sign for the parcel once it is delivered to you.  We may also offer various other "free shipping" promotions on products or orders from time to time.  These options will be presented to you throughout the store and at the checkout.
  
Domestic (Australia)

All Australian orders are sent using computerised Australia Post eParcel consignment shipping system ensuring your order leaves our warehouse and arrives at your
 delivery address in one piece with tracking available every step of the way.  This is a fully registered service and requires a signature upon delivery for extra safety and security.  This includes all Express Post parcels also.


Registered Post               FREE for orders of $50 or more  (tracking number provided and signature required)
-  Registered Post               $6.95 per order for orders of less than $50 (tracking number provided and signature required)
Express Registered Post  $7.95 per order  (RECOMMENDED, tracking number provided, signature required, fastest)


 
We recommend Express Registered Post as it is our fastest option and will usually be delivered the next business day from when you place your order (see below for full deta
ils).

New Zealand

 ·    Registered Post   $9.95 per order  (RECOMMENDED, traceable)
 
 
All shipping options including any special offers will be automatically presented to you at the checkout.
 
 
International (Outside of Australia or New Zealand)

 ·    Registered Post   $9.95 per order  NEW LOWER PRICE (RECOMMENDED, traceable)  
 
All shipping options including any special offers will be automatically presented to you at the checkout depending on your shipping location.

Countries We Do Not Ship To:

Mexico
Indonesia
Tunisia

> Other non-specified small countries.  You will not be able to complete a checkout if we don't ship to you but it's only a very small list.  We ship to most international locations.

 
International Import Duty & Taxes:


You are responsible for paying any local import or customs duties and taxes that may be payable in your own country.  You should be aware of these before placing an order on our website.  This does not apply to orders delivered within Australia.  Below is a universal import duty and tax caluculator that you can use to estimate any duty and/or tax that may be payable upon import to your country.  Select 'Australia' as your 'importing from' country.

You can also click here for a list of Country Guides with more information about duties and taxes on many countries around the world.



When will my order be shipped? 
 
All domestic orders (Australian) are usually shipped within 24 business hours of receiving payment.  In most cases we will send your order on the same day that you place it if your order is placed before 2pm AEST.  Please note that we are not able to ship orders on weekends and public holidays.

All international orders (outside of Australia) are usually shipped within 48 business hours of receiving payment.  In many cases we will send your order on the same day that you place it.


How long will it take to arrive?

In Australia – Our FREE SHIPPING Registered Post delivery times are approximately:

Brisbane: 1 - 2 Business Days after your order is placed
Rest of QLD: 1 - 3 Business Days after your order is placed
Sydney: 2 - 3 Business Days after your order is placed
Melbourne: 3 - 4 Business Days after your order is placed
Adelaide: 3 - 4 Business Days after your order is placed
Darwin:
4 - 6 Business Days after your order is placed
Canberra:
4 - 6 Business Days after your order is placed
Perth: 4 - 6 Business Days after your order is placed
Hobart: 4 - 6 Business Days after your order is placed

 

>> In Australia – Express Post (fastest)

Express Post orders are delivered by Australia Post overnight after the order has been shipped to most metropolitan areas within Australia.  Postcodes outside the Express Code network still receive priority fast delivery.  Most orders placed before 2pm AEST should be received the next day via Express Post.

 All other regional locations may take longer depending on the postal services in that particular area.  For assistance with shipping time or to arrange a different shipping method, please contact us.  We can offer no guarantees of delivery dates unless shipped via Express Post within the Express Post network.

>> International – All orders shipped outside of Australia

 This varies for different parts of the world.  Australia Post is generally very fast and reliable.  Sometimes orders are stopped by your local customs or postal service before delivery and this can delay your delivery.  For assistance with shipping, please contact us. 


How will my order be shipped?

We use Australia Post to send all of our orders within Australia and worldwide.  This means it will be sent via mail parcel.  All international parcels are sent via Registered Air Mail.  We value your privacy when shipping orders so the exact contents will not be shown on the outside of the package.  The sender will be called "Floor Five Pty Ltd" and there will be NO notification that the parcel is being sent by HotJocks.  We do need to show generic contents and commercial invoices for customs purposes for deliveries outside of Australia.

 

How do I track my shipment?

Australian customers can track each order by simply clicking the tracking link in your Shipping Confirmation e-mail or go to http://www.auspost.com.au/track and type in or copy and paste the tracking number provided. 
International customers should enquire with their local post or mail service.


How will my order arrive & be packaged?

Your order will arrive in plain packaging such as a white satchel bag or small box via post.  The parcel will NOT have our logo or web site name on the outside.  The parcel will be from "Floor Five Pty Ltd" and will state a return address located on the outside but there will be no indication of the exact contents of the parcel.  Your goods inside the parcel will be packaged and wrapped to protect the valuable cargo.  A packing slip listing the items in your order will be included inside the package, wrapped up with your goods.  We value your privacy when sending your order.  In most cases, we do not ship any of the product packaging (for instance we do not send underwear boxes if they come that way) to keep postage costs down. 

 

What if I am not home when my order is delivered?

No problem!  Australia Post will leave a card in your letterbox explaining that they tried to deliver.  The card will have instructions on how you can collect your order from your nearest Australia Post branch.  Alternatively, you can elect to have your order left in a secure location at your address (available only for orders of less than $75).  Just inform us in the notes section at the checkout.  We recommend using the insured post option if you choose to have the order left without a signature.  We can not guarantee delivery or be responsible for any loss or damage to parcels that you do not receive if you choose not to use our registered signature service.  We therefore recommend that you do not have parcels left at your door or in letterboxes etc.  You could perhaps consider having your order delivered to your work address if you will not be home.

 

Do I have to sign for the delivery?

All Australian and International deliveries must be signed for when you receive it however if you would prefer, you can nominate to have your order left without a signature at your address if you will not be there when it arrives.  This service is only available to Australian customers who place orders with a value of less than $75.


Where will my order be shipped from?

All orders are shipped from our warehouse and distribution centre in Brisbane, QLD, Australia.  All products are held in our warehouse prior to shipment.


What is the default currency for shipping costs? 

All prices for products and shipping are shown in AUSTRALIAN DOLLARS by default unless you otherwise select your local currency to display.  You will be billed in Australian Dollars only and all conversion rates to other currencies are approximate values.  All orders and products are shipped from Australia.



Is everything in stock? 

YES it is – our system will not allow you to purchase a product or size that is not actually in stock so you can purchase with confidence.  If for any unlikely reason we are unable to supply a product, we will contact you to see if you would like to have it sent later, exchanged for something else or have the item refunded.


What if my order hasn't arrived?

We use the most advanced eParcel shipping system in Australia with tracking available on ALL domestic parcels the whole step of the way.  It’s EXCEPTIONALLY unlikely that a parcel can be lost in the mail due to this system.  We will assist you in every way possible to locate your parcel in the unlikely event it doesn’t get to you.  Usually parcels are waiting at a local post office for collection and we’re able to find them and arrange for you to pick them up.

For peace of mind and added protection, we recommend using Insured Post to ensure the security of your order in the post.  This insurance protects you against loss or damage.  Whilst we can’t accept liability for any order lost in the post if one of these options was not selected, we of course will make every attempt to reach an agreement with you and may opt to replace your order or give you a store credit.

 
NOTE:  SUSPECTED CREDIT CARD FRAUD

Our checkout system uses verification technology and IP technology to identify fraudulent transactions, and sometimes these are mistakenly identified.  We will contact you should this occur and ask for further details.

We reserve the right to delay shipping of any order which we deem to be of a possibly fraudulent nature while we investigate the payment.  We will not send stock, even after payment, in the event that we believe a credit card has been used without authorization.  In this event, we will aim to resolve the issue with the buyer and if we are not satisfied that the credit card transaction is fully legitimate, we may choose to refund the transaction and cancel the order.


Still have questions?  We're here to help!

Let's get you some answers.  You can contact us via our contact page by either phone, e-mail or live chat.  We'd be happy to help you with any enquiry you have.

You can also check our Frequently Asked Questions page by clicking here.


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