Order Processing and Shipping

Orders are processed Mon-Fri, 9am – 4pm. The Distribution Team does not process orders on weekends or public holidays. All parcels are dispatched from the Snowgum Online, Melbourne Australia.

Our carrier of choice is Australia Post. Some larger orders may be reviewed to determine the most viable option for the customer. In these instances alternate carriers may be sought. A Customer Service Representative will be in contact to discuss how best to dispatch the goods to suit your needs.

If your order is received before 1.00pm AEST and is in stock, it will be packed and dispatched the same day. Orders requiring special packaging may ship the next day. Orders received after 1.00pm AEST will be dispatched by the next working day.

In some cases products will have a note on them to inform  how long shipping of this particular item will be.

If you have any queries regarding the time of dispatch of your order, please call a Customer Service Representative on Australia 03 9303 8356

1. Standard

Local/cross town deliveries can be expected in two - three business days.
All other Australian Destinations can expect deliveries in three to five business days.  
International orders will take longer and depend on the postal service of the destination country.
2. Express

Next business day to Melbourne City and two business days to most other destinations. Check to see if your postcode is included in the Next Business Day Delivery network.
Please Note: If express parcels exceed 20kg in weight, an alternative shipping carrier to Australia Post will be sought. A Customer Service Representative will be in contact to discuss how best to dispatch the goods to suit your needs.

Payment Options

There are a number of payment options available in purchasing from our online store.

Credit Card -  American Express, Visa and Mastercard.  

PayPal

All prices are displayed in Australian dollars

Undelivered Mail

On occasion, parcels are not received at their intended destination.   This comes to our notice either via a returned parcel to our Distribution Department or a phone call from you.

Incorrect Address

Sometimes we receive returned parcels that have been deemed undeliverable by the Carrier.  This can be due to an incorrect address.  Please be sure to review your address details during the Checking Out process, ensuring that the correct information is entered into the relevant field and that the Shipping Address is correctly spelt with the correct post code (where necessary).

You can update your address details by accessing your Customer Account through the Customer Account Login.  The login is located in the Shopping Cart Facility in the top right hand corner of the Website. 

In the instance of a returned parcel, you will be contacted by a Customer Service Representative, either via email or telephone to notify you of the undelivered package and to verify delivery details for us to re-send the package.

Mail not yet received

If you have not received your parcel within a reasonable time of placing your order, please first contact your local Post Office to see if the package is awaiting collection.  Nine times out of ten, the parcel has tried to be delivered without anyone home to accept it and the package has been returned to the local Post Office.  A delivery card is usually left. 

If you have any further queries regarding your Order, please have the order number (e.g. ORD-0001) with the approximate date of purchase on hand and contact a Customer Service Representative on FREECALL Australia 1800 811 312 Mon-Fri, 9am - 5pm.

Security Information

We use technology that ensures the confidentiality of all your personal details, including credit card information. The secure communication channel between our servers and your computer are provided by the Secure Socket Layer (SSL) standard protocol that is certified by Thawte Digital Certificates.

Safety and Security Tips

Snowgum is concerned about the safety and security of our customers.   Accordingly, we have put a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers' information is secure.

Additionally, Snowgum takes a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality.   However, keep in mind that customer protection is a two-way street. When buying or selling on any online venue, caution must always be practiced.

The overwhelming majority of online transactions are completed without incident. While the possibility of being defrauded by a third-party seller is minimal, there are some risks.  ScoutsDirect has developed the following guidelines to help ensure that your online shopping experience is safe and secure.

Protect your passwords.

If using a public computer or terminal, always log out when you complete an online session.
Keep your passwords private.  Remember, anybody who knows your password may access your account.
When creating a password, use at least 8 characters -- a combination of letters and numbers is best. Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password. If you need assistance with this, visit our Changing Your Password Help page.
Avoid using the same password for multiple online accounts.
Be wary of unsolicited e-mail and telephone contacts.

ScoutsDirect will never e-mail or call a customer and ask that they disclose or verify their ScoutsDirect password, credit card, or banking account number. Such information should only be submitted when completing an order on ScoutsDirect, contacting ScoutsDirect directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do notclick on the link--instead go directly to ScoutsDirect and then to your account. You can find out more about How to Identify Phishing or Spoofed E-mails from our Help page.
If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and follow our guidelines for handling phishing and spoofed e-mails.

Tax Information

All purchases will incur the Goods and Service Tax (GST).  This is inclusive in all prices specified.

Online prices are quoted in AUD.