ORDER PROCESSING AND SHIPPING TIMES

What are the Order Processing and Shipping times?

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 Melbourne Australia distribution hub.  All orders where the stock is available in the warehouse will be dispatched within 48 business hours of receiving the order in the manner in which has been selected at ordering.

In some cases, products are not available in our warehouse and will be returned from our Oakleigh Store, this will add 48hrs to the dispatch time of your order at which time the order will be sent via the option selected at ordering.

What are the approx. standard delivery times for orders?

Standard Delivery - Local/cross town deliveries can be expected in two - three business days.
All other Australian Destinations can expect deliveries in three - five business days.  

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 on the Australia Post website.

Note: Express Post does not guarantee that your order will be sent the same day, it means when the order is available for dispatch it will be sent via Express Post with Australia Post.

What if my order is over 20kg in weight and i have selected Express Post?
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.

 

RETURNING OR EXCHANGING AND ITEM (RETURN POLICY)

If for any reason you are not 100% satisfied with any of your purchase, you can return it to us in the original condition with tags still attached, within 30 days of the invoice date and we will refund the purchase price using the method in which you originally paid. 

Please note: it may take a few days for your refund to be processed by the banking system.

*Please complete your details on the returns form (which can be found on the reverse side of the invoice included in your order), If you no longer have a copy of the original returns form, please click here to download the online version. Package that with the item(s) you wish to return. Affix postage and then send it to:

SNOWGUM RETURNS c/o 27 Legacy Road, EPPING, VIC, 3076

*Please note: This is not a retail location, this address is for postage purposes only

HOW TO EXCHANGE

Please complete your details on the returns form (which can be found on the reverse side of the invoice included in your order), If you no longer have a copy of the original returns form, please click here to download the online version.

Please complete the returns form with the item/s you wish to exchange, and details, ie size larger or smaller or different colour.

Package that with the item(s) you wish to return. Affix postage and then send it to:

SNOWGUM RETURNS c/o 27 Legacy Road, EPPING, VIC, 3076

*Please note: This is not a retail location, this address is for postage purposes only.

The return of these item/s is at the customers expense, Snowgum will pay the return postage to you for exchanges of this nature.

 

HOW TO RE-ORDER A DIFFERENT ITEM/S

Please complete your details on the returns form (which can be found on the reverse side of the invoice included in your order), If you no longer have a copy of the original returns form, please click here to download the online version.

Please complete the returns form with the returning item/s you wish to exchange, and on the bottom of the form complete the details of what you would like to re-order.

NOTE: If exchanging an item/s for the same value then we will simply send your replacement items ASAP.  If there is a difference in value then we will be in contact for further payment.

Please allow up to 10 working days for an exchange or refund to be processed.

MORE INFORMATION FOR EASE OF RETURNING:

If you have any concerns or questions regarding any of these ordering instructions, please do not hesitate to email us customer.service@snowgum.com.au

REFUNDS

Returns are credited in the manner in which they were originally paid.

CANCELLATIONS

If you need to cancel your order please contact us immediately at customer.service@snowgum.com.au If your order has not been dispatched, we will cancel the order and organise the refund or exchange.

If your order has been dispatched, you will need to follow the returns procedure outlined above once you have received your order.

WARRANTIES

If you have an item that you believe is under warranty, please email customer.service@snowgum.com.au with the details and you will be instructed how to proceed by one of our customer service team.

CLICK & COLLECT ORDERS

Click & Collect orders must be collected in 7 working days, otherwise the order will be cancelled and refunded in the manner it was placed.