POSTAGE AND RETURNS
Please note these are only guidelines and are subject to change. If you are shipping multiple items then we will work out a discounted rate for the whole package rather than charge you per item. We will advise you of the final delivery charge when we contact to arrange payment of your order.
Due to increased traffic on the network, there is a possibility you may not receive a confirmation email. If you are concerned about your order, please contact us for confirmation.
AusPost are currently experiencing delivery delays due to a high volume of parcels in their network. Other factors affecting AusPost include fewer domestic flights, international delays, flight restrictions and increased volumes as more people start shopping online.
These delays can be up to a few days, and we ask that you bear with us during this challenging time. Thank you for your support and patience.
CLICK & COLLECT
Shop online and pick up your products FOR FREE in-store.
STEP 1: Add products to your cart online.
STEP 2: Select "Click & Collect" at the checkout.
STEP 3: After placing your order, you can call 02 8667 7892 or wait for a Customer Service member to contact you to confirm your collection.
STEP 4: Collect your order in-store at our location in Brookvale. Ring the doorbell and we will bring your order to you.
We provide Free Shipping on orders $50 and above Australia wide. Select "Free Shipping" as the shipping method during the checkout process so you don't miss out!
*Free Shipping does not apply to:
- Electric Vehicles
- Fun Boxes
- Ramps and Rails
- Special Orders
- In-store Purchases
- Phone Orders
- Items larger than 40" (1m)
AUSTRALIA POST 'SAFE DROP' LIABILITY
Our parcels are lodged as Signature Required and will be taken to a post office if no one is home. However, a customer may choose a MyPost Safe Drop after receiving their tracking notification, in which case the parcel is left without signature at the customer's own risk, in accordance with Australia Post SafeDrop terms and conditions. Skater HQ cannot be liable for loss or damage incurred from a SafeDrop delivery.
EXPRESS DELIVERY WITHIN AUSTRALIA
We also offer an express delivery option so your products will approximately arrive 1 day (if you're in the express delivery zone) after we receive your payment. To arrange an express delivery just place your order as normal and let us know when we call to finalise payment.
RETURNS POLICY - WRONG SIZE
If the item you have purchased is the wrong size and you live in Australia, please contact us on 02 8667 7892 or email firstname.lastname@example.org within 21 days of purchase. If we have confirmed the size with you before it was sent, we will email a prepaid return label to your address, so you can mail the item back free of charge. Please note that the item must be in new/unused condition and must be shipped back in the original packaging in order to be exchanged. If you wish to return a product for other reasons we are able to offer store credit if the item is in new/unused condition within 21 days of purchase. We do not offer cash refunds or returns on sale items.
Unit 8/750 Pittwater Rd
Brookvale, NSW 2100
RETURNS POLICY - CHANGE OF MIND
If you're unhappy with your purchase or change your mind, we're happy to EXCHANGE your product or offer you STORE CREDIT to the value of your original purchase (less freight). We do not issue refunds on "change of mind" returns so please choose carefully.
If you would like to process a "change of mind" return, contact Customer Service on (02) 8667 7892 or email email@example.com and we will let you know what to do next. Please note: the returned item must be in it's original condition and packaging.
All products sold by Skater HQ come with standard manufacturing guarantees against faults: If the product has a manufacturing fault we will replace it free of charge once we are satisfied that the fault is as a result of manufacturing and NOT from extreme riding or over use. If it is practical to repair a faulty product then we will, or else at our discretion, we will replace the product. If the product fails due to wear and tear, accident, neglect or negligence, or if it is outside the warranty period, we will happily repair it for a reasonable charge. Please contact us for more information.
POSTAGE TO NEW ZEALAND
Simply place your order online and we will contact you to arrange payment. Make sure to include your phone number when placing your order.
- 0 - 1Kg: $25
- 1 - 2Kg: $35
- 2 - 3Kg: $45
- 3 - 4Kg: $55
- 4 - 5Kg: $65
PLEASE NOTE: This only a guide to shipping charges as any shipment will be charged as per the exact weight before it is shipped. For all enquiries about New Zealand orders please email firstname.lastname@example.org and we will contact you with a quote.
Although the Skater HQ web site does not automatically support international orders we can still quote you for international delivery. For all enquiries about international orders please email email@example.com with the following information and we will contact you with a quote:
- LAST NAME
- POSTAL ADDRESS
- CONTACT PHONE NUMBER
- PRODUCT(S) YOU ARE AFTER