Common purchase queries answered
Orders and Shipping
We ship every order received before 2 pm Mo-Fri the same day with Australia Post.
You’ll see a notice underneath the “add-to-cart” button telling you current Australia Post delivery times that we are seeing.
“Covid-19” has changed some of Australia Posts guarantees. For example “Express” is not overnight delivery any more. It is now classified as “the fastest way to send an item”.
Best is to check the transit calculator of Australia Post here. We ship from 4556 Sippy Downs and most of our shipments are large letters with tracking.
During Checkout you will find a checkbox that allows you to create an account.
Just tick it and you’ll get an account.
You have to be quick with that one if you just placed an order.
Definitely let us know before 3 pm.
If you want to change your address on your account just go to the My-Account Page and change it.
We send you email confirmations for every stage of your order.
If you don’t receive anything after placing your order please check your spam folder.
The steps are:
- Awaiting Payment: if you chose to pay with Direct Debit
- Processing: It’s waiting for us to be packed
- Completed: We have packed your order and it is off to Australia Post
After that it depends on your chosen postage. Free postage does not necessarily come with tracking.
Express post, of course, always has tracking.
We will send you the tracking number with an email just before we bring your order to the post office.
We chose the most secure payment option on the market.
Stripe’s main feature is that even we can not see what you put in.
The shop system allows you to store your card details on file but only if you want to.
Technically you should be fine as our website is hosted on a dedicated server (nothing shared)
We will always charge you Australian Sales Tax (GST) which is currently 10%.
Even if you live overseas.
We do this because we only ship a few orders per year overseas and the accounting costs for separating these orders from the rest is too expensive.
Most probably but best is to ask us before placing an order.
We have to determine how high the chance is that you receive the order.
We might have to quote for a special postal service that is not handled by our system.
Oh yes. Everything you see in the shop is in stock and ready to ship the same day.
Should we stuff up something we will get in touch with you and ask you for instructions before sending anything out.
If you need to swap an item
Returns and Exchanges
!!! Due to Covid-19, we can not accept returns if the product was used (removed from the package).
The BUFF® Filter Mask can not be returned for health regulation reasons!!!
Very simple: You send it back and we refund you the price of the product the same day we receive it.
Best is to let us know because then we will look out for it.
Please note that we do not refund Express Post costs.
Means we stuffed up.
Please get in touch with us and we will send you the correct item out with a return envelope.
One receiving the correct item you put the other one into the return envelope and drop it into a letter box.
Same process as the wrong item.
Get in touch with us and we send you a new one out with a return envelope to post the bad one back to us.
Our address is 711 Ilkley Road, Qld 4556 Tanawha.
If we stuffed up we will send you a franked and addressed return envelope.
Simply use the telephone numbers or email addresses on our emails to get in contact with us.
Alternatively you can also use the contact-us page
Hope that we haven’t shipped it yet 🙂
Just get as quick as possible in contact with us and we will see what we can do.
If we’ve shipped it already you can still ring Australia Post and let them know that the address is wrong.
We recommend a free MyPost account (https://auspost.com.au/delivery-options) to track and direct all shipments to you.
Of course. Any time.
Once it’s shipped then, of course, we have to wait till you send us the order back to issue a refund.
In any case let us know asap and we will figure it out together.
Yes and no 🙂
We often can’t say if a certain design is coming back or when it will arrive back.
Covid-19 is making any planning a bit difficult.
But we can make a reminder if you ask us.
We will then get in touch with you as soon as it is back in stock.