Frequently Asked Questions

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Returns and refunds

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Delivery information

Delivery Options Delivery times & charges Order tracking information Courier status information

Delivery Options

The delivery options available to you are shown in the Checkout area under Delivery Method.

Based on your deliver address, these options may not all be available:

Standard Ground Freight - 5 to 8 business days, after receipt of order
Premium - Next Day Air - 1 to 3 business days, after receipt of order
International delivery - 7 to 10 business days (not all countries are available)

Delivery times & charges

We deliver the majority of our orders within 6 business days* via Standard Ground Freight (*exceptions apply, see table below).

Standard deliveries are via ground transportaion and cost is included for shipments in the United States. Shipments are delivered Monday to Friday between 7am to 7pm, depending on the carrier's schedule. Delivery times are stated in business days and exlude weekends and holidays.
Premium Freight, if selected by the customer at time of checkout, is an additional charge based on prevailing rates of the Premium Freight Carrier and added to the charges at time of shipment.
Multiple items may be delivered in more than one parcel and at different times, depending on the number of items on the order and origin of shipping locations.

Order tracking information

We will send you email updates through every stage of your order. In each email your current order's status will be shown. Each order status is explained in the table below. We deliver most parcels via our courier. You can track these parcels by clicking on the parcel reference link on your email. Once you have clicked on the link you will be directed to the courier website. For information on courier statuses please click here.

Status	Description
Processing	Your order is being processed.
Despatched	Your order has been despatched to the courier. For heavy and large products your order is ready to be despatched by our carrier. The carrier will contact you to arrange a suitable date for delivery. For Collect from store orders you will receive a further order status update when your item(s) are ready to collect (see below for more information on collect from store statuses)
Cancelled Unable to fulfill payment reversal	Your order has been cancelled due to stock availability, no payment has been taken.
Cancelled Unable to fulfil Payment refunded	Your order has been cancelled due to stock availability. We have processed a refund to your payment card.
Return received	Your return has been received. However, due to goods being addressed to the incorrect warehouse there may be a short delay in your refund being processes while the goods are being re-directed.
Order ready for collection	Your order is ready for collection at your chosen store. *Please note:* You must collect your order within 14 days of receiving your notification email.
Collected	Your order has been collected.
Return in progress	We are processing your return.
Return refund complete	We have processed your return. *Please note:* Some banks may take longer than others to process refunds.

Courier status information

Status	Description
Order generated	Your order is ready for delivery and has entered into the courier system.
Receipt at depot	Your parcel has been received at the depot.
Processed at depot	Your parcel has processed through the depot operation and is ready for onward despatch to the courier.
Out for delivery to courier	Your parcel has left the depot for delivery to courier.
Courier to re-attempt	The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted.
Delivered to	Your parcel has been delivered.

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