Orders & Shipping FAQs
ORDERS
WHERE IS MY ORDER?
You can check your order status by logging into your account. To track your order refer to your shipping confirmation email that includes your tracking number. Please note that tracking links generally need 48 - 72 business hours to generate.
I FORGOT TO USE MY DISCOUNT CODE, CAN I APPLY THAT TO MY ORDER?
Once you submit an order we are not able to apply the discount retroactively. We can try to cancel your order within an hour and you can place a new order using your discount code.
CAN I PICK UP MY ORDER INSTEAD OF HAVING IT SHIPPED TO ME?
We do not offer click and collect.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, including VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL, AFTERPAY as well as VISA and MASTERCARD debit cards.
HOW DO I CANCEL MY ORDER?
Once you have placed your order and received your order confirmation, your order cannot be cancelled or amended. If you wish to exchange or return your order, please refer to the Returns and Exchange Policy.
WHAT DO I DO IF MY ORDER ARRIVES DAMAGED, INCORRECT, OR IS MISSING AN ITEM?
If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Ensure you select “Order Issues” as the reason for contact.
SHIPPING & TRACKING
HOW MUCH DOES SHIPPING COST?
We offer FREE standard shipping Australia-wide for orders over $49.99* (ex GST). A flat rate of $10 (incl. GST) is charged on orders under $49.99* (ex GST) for standard shipping Australia-wide.
HOW DO I TRACK MY ORDER?
You’ll receive a shipping confirmation email that includes your tracking number once your order is packaged at our warehouse. Please note that tracking links generally need 48 - 72 business hours to generate.
WHAT IS YOUR SHIPPING & RETURNS POLICY?
For our full Shipping Policy please click here. For our full Returns Policy please click here.
HOW WILL MY ORDER BE SHIPPED?
We use Australia Post and Startrack for all Australian addresses. The confirmation email will advise which courier.
DO YOU SHIP INTERNATIONALLY?
We only ship to Australian addresses. We have multiple partners around the world that can accommodate local requests with a more personal touch. You can order Sea to Summit products directly through your authorised local dealers.
WHEN WILL MY ORDER SHIP?
Orders are processed and usually ship in 1-2 business days, but transit time can take up to 10 days depending on your distance from our warehouse in Perth, Western Australia.
CAN I CHANGE MY SHIPPING ADDRESS?
If you entered the incorrect address, you can contact us and we will do our best to get it updated; however, there is no guarantee we will catch the order in time. If the order has already shipped out, we are unable to edit the address.
Going forward, double-check your shipping address, especially if you have third-party accounts (i.e. AfterPay), that auto-populate your information. This is where most issues arise.
I PLACED MORE THAN 1 ORDER. CAN I COMBINE SHIPMENTS?
We are not able to combine orders. If you would like, we can try to cancel the existing orders and you can place another order for all the items. If we are not able to cancel those orders, all orders will ship out separately.
I RECEIVED A SHIPPING NOTIFICATION BUT THE TRACKING NUMBER SHOWS NO MOVEMENT. WHAT’S GOING ON?
We've seen some major delays from shipping carriers due to COVID19 - with delays in certain transfer areas over a week. We appreciate your patience with these slowdowns and ask that you wait at least one week before reaching out and we can work together on a solution.
WHERE DO YOU SHIP OUT OF?
All orders are shipped out of our warehouse in Perth, Western Australia. Our warehouse is open and ships from 8am – 1pm AWST Monday through Friday. Orders are processed and usually ship in 1-2 business days, but transit time can take up to 10 days depending on your distance from Perth, Western Australia.
