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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.