Delivery & Shipping Policy
We pride ourselves on exceptional customer service and our delivery & shipping service is no exception.
Same day dispatch - We know what it’s like when you have ordered something online, you want to start using it straight away! So for that reason we offer same-day-dispatch as long as we receive your order and payment before 2pm (excluding weekends and public holidays).
If you have any questions or would like to discuss your order further please feel free to call our friendly customer service representatives on (07) 3391 0311 or email us at [email protected]
Frequently Asked Questions
1. I would like to return my order?
2. How do I know to choose the right size?
3. When will my order be delivered?
5. Will I get charged duties of taxes?
7. I ordered some items on the weekend, when will I receive them?
8. I would like to cancel my order?
9. My delivery address has changed?
10. How do I get next day shipping?
12. What payment methods do you accept?
13. Is my information safe and secure?
15. I would like to view the status of my order?
16. Can I pick up my order?
16a. Store Pickup information.
1. I would like to return my order?
We offer our customers a 30 day returns policy, please go to our Returns Policy page for more information.
2. How do I know to choose the right size?
Please note that size charts do differ and so should be used as a guide only. If your item doesn’t fit, don’t worry we offer a 30/60 Returns Policy so you can simply return and exchange for the right size.
3. When will my order be delivered?
Once your order has been received we aim to dispatch for delivery within 2-6 business days (excluding weekends).
For delivery within Australia we use Australia Post or StarTrack, for delivery outside of Australia we use Australian Post – International delivery. Deliveries cannot be made on public holidays.
4. How much is delivery?
$10 flat rate shipping Australia-wide. No strings attached, no surcharges, no more to pay! Order anywhere in Australia, anytime and AS MUCH AS YOU WANT for just $10.
Optional extras:
- Insurance = an extra $5, Australia wide shipping insurance so you don't need to worry about your order going missing in the post.
- Jump the Queue + Insurance = an extra $10 (Does not guarantee next day delivery, standard shipping times apply)
Please note these prices are based on delivering to mainland Australia.
For all offshore islands and International orders a member of staff will contact you with a delivery estimate including International freight charges. Please contact customs or your local postal service as your order may be delayed for inspection or duties/taxes may apply which are not paid for by Tri Shack. This is applicable to all International shipping methods.
5. Will I get charged duties of taxes?
International purchases are sold free of Australian GST however, depending on which country you live in, there may be additional taxes or import duties imposed at the receivers end. Tri Shack is not liable for these charges and it is up to the customer to liaise with Customs regarding their delivery.
In Australia there will be no additional costs.
6. Where do you deliver to?
Our customers are our number one priority so we will try to delivery to the majority of places across the world however, please note that some suppliers restrict sale of their products outside of Australia, we will advise you when we receive your order.
If you have any further questions about this please do not hesitate to call one of our friendly customer service representatives (07) 3391 0311.
7. I ordered some items on the weekend, when will I receive them?
Our dispatch team operate from Monday to Friday and therefore any orders from the weekend will be shipped as soon as possible on our return to work the following Monday depending on volume of orders.
If you would like to guarantee your items are dispatched as soon as possible, there is an option during the online checkout process to select ‘Priority Dispatch’ for a small additional fee.
8. I would like to cancel my order?
If your order has not been processed by our team then we are able to cancel the order however, please make sure you call us as soon as possible on (07) 3391 0311 and quote your order reference.
Unfortunately if your order has already processed then we will be unable to cancel it however, we do offer a 30/60 returns policy.
9. My delivery address has changed?
Not a problem, as long as your items haven’t been shipped then we can easily change your details on our systems. Please call us as soon as possible, quoting your order reference on (07) 3391 0311.
10. How do I get next day shipping?
Simply order your items before 2pm (Queensland time) to apply for our next day dispatch or for an additional $10.00 you can request same day dispatch through your online order process by ticking the relevant box.
11. Do you deliver same day?
Unfortunately we are unable to offer same day delivery. There is a ‘Jump the Queue’ option for an additional $10.00 where your items leave the store within 24hrs of placing an order and are delivered as soon as possible (standard shipping times apply). To arrange this just tick the relevant box during the online order system or call us as soon as possible o on (07) 3391 0311 quoting your order reference number.
All Jump the Queue orders are also covered by Australia wide shipping insurance so you don't need to worry about your order going missing in the post. This insurance covers you against loss or damage that may be incurred during the shipping process.
12. What payment methods do you accept?
You can pay by either PayPal or Credit Card at the online checkout.
13. Is my information safe and secure?
When purchasing from Tri Shack your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 256-bit SSL encryption is the industry standard.
We also use physical and electronic security measures to ensure personal information is not misused, lost, changed or stolen. These include restrictions on physical access, secure databases or electronic firewalls. For more on this please view our Privacy Policy.
14. Can I change my order?
We will try our very best in order to change your order as long as your items have not been dispatched already. Please call us as soon as possible on (07) 3391 0311 quoting your order reference number and our customer service team will be able to assist you.
15. I would like to view the status of my order?
Our commitment to you is second to none, we understand the importance of knowing where and when you might receive your order therefore once your package has been dispatched an Order Update email will be sent to you. This will include all the dispatch details of your order including the carrier who is handling your package and a tracking number in order to see the progress of your parcel.
16. Can I pick up my order?
Yes...simply select the "In-Store Pickup" option when checking out if you'd like to collect your order from our warehouse in Brisbane. Full payment is required in order to secure your items as we will not hold anything without payment being received. Items may not be ready for immediate pick up so please wait for an email to confirm your order is ready before coming down to the store.
Store Pickup Information
Store Pickup lets you avoid shipping charges and pick up your order in our store at 9/58 Deshon Street, Woolloongabba, Brisbane 4102.
Here's how it works:
- During checkout, choose Store Pickup for shipping option.
- Place your order and wait to receive a "Ready for pickup" e-mail. (This is a separate e-mail from your order confirmation e-mail.)
- Bring your ID, credit card, and order number to the store and pick up your items.
- We'll hold your items at the store for 14 days.
Bring to the store:
- Your photo ID.
- Your order number.
- Purchases over $500, the credit card used for the purchase must be presented at point of collection by the card holder.
At the store:
- Our store have reserved parking spaces for Store Pickup. They're right up front.
- Inside, look for the Store Pickup sign. Or ask the associate at the door to point you in the right direction.
Who Can Pick Up Your Order
You can pick up your order yourself or choose someone else to pick it up (Friends & Family Pickup). Your pickup person will need to show his/her ID and the order number at the store. For orders over $500 the buyer must collect the goods in person along with the credit card used to purchase or copy of the PayPal transaction confirmation email.
Product Availability
Some items may not be immediately available for pickup from our store. Items not in stock usually arrive at the store within 3 to 7 business days. We'll send you an email when your items are ready for pickup.
A Few More Things to Know
- There's no charge for Store Pickup.
- Products may be larger than expected due to their packaging. Please keep this in mind when considering what vehicle you use to pick up your order.
- Allow extra time to pick up.
Changing or Canceling Store Pickup
- To change or cancel a store pickup order, call us at (07) 3391 0311.
- To switch from shipping to store pickup, call within one hour of placing your order.
- To switch from store pickup to shipping, call any time.
- If you're calling to cancel a store pickup order, please have your credit card information handy.
- Note that not all items are available for both store pickup and shipping.