- When will you ship my purchased item?
We start processing your item as soon as the order is confirmed. However, shipping time is subject to location and our couriers. Please refer to our shipping policy for any further questions.
- Can I change my shipping address after order placement?
No, unfortunately, once you place an order, you will not be able to change anything. It is best practice to double-check your order and all information before purchasing.
- Do you ship worldwide?
Yes, we ship to Australia, New Zealand, and the US.
- Why is the item out of stock?
If an item is unavailable to purchase, this means it is out of stock. We work hard to ensure complete stock availability as soon as possible. Please be patient with us as we wait for our new inventory.
- Can I pre-order an item if it is out of stock?
If an item is out of stock, you can pre-order the item. This item is included in 'back order' and may take a while to reach you. If you pre-order a product, it may take up to 4-8 weeks to deliver. Please only pre-order if you can wait. Once we receive our shipment, we will fulfill your order with a valid tracking number as soon as possible.
- What is limited stock?
Limited stock means items have a limited number, which is unavailable once sold out.
- I didn't get a response in my DMs. What can I do?
You can get in touch through our contact page or refer to the FAQ page for any of your questions.
- Can't find your question. What to do?
Kindly email us at firstname.lastname@example.org to resolve the issue.
- Can I exchange my order?
No, due to hygienic reasons, we do not accept exchanges.
- Can I have a refund?
Unfortunately, once your order is delivered, we do not allow refunds until unless the product is faulty. Please refer to our Refund & Exchanges page for more info.
- Can I cancel my order?
No, once you place an order, you cannot cancel it.
- Where are you located?
Our location on the map is in Sydney, Australia.
- Your packing says "compostable" what does this mean?
We are working towards a green environment. The mailing bags we use are biodegradable and are disposable in your green bin (if you are in Australia) or your compost.
If you are unsure how to dispose of the mailing bag, please head over to our suppliers at https://heropackaging.com.au/pages/how-it-works.
Suppose you have any feedback or suggestions on how we can improve and go greener. We would love to hear; please email us at email@example.com. Thank you.