FAQs

1. General questions

What is the status of my order?

If you have registered for an Account with us on check-out, you can open your "My Account" page and view your order history. Each of your orders will be visible on this page and you can check the real time status of each order. Alternatively, all customers receive regular email and SMS updates at each step of the way that their order is processed. If none of these options are viable please use the “Contact Us” page on our website to reach out and we will be happy to help.

Can I change or cancel my order?

Once your order is placed it is entered into our order processing queue at the warehouse and isn't able to be changed. You will need to cancel your order and re-order the item you require. We accept cancellations right up until the order has actually shipped from our warehouse. Once an item has shipped, you will need to follow our returns procedure.

Where do you ship?

We ship to everywhere in Australia. We don't currently ship anywhere overseas.

How long does it take to ship my order?

All our products ship from our Queensland based warehouse. We have two standard shipping methods. Standard and Express. Standard takes approximately 2-6 working days for delivery. Express takes between 1-3 working days. These estimates are obviously based on your location and if you live on a remote cattle station these estimates will be somewhat optimistic, but if you live in and around a metro or regional centre, they are accurate.

2. Payment

What payment methods do you accept?

Pretty much all methods are accepted except Cash. All major credit cards and some newer methods i.e. Google Pay etc are also accepted. For a full list you can review your options at checkout.

Which currency will I be charged in?

AUD - Australian Dollars. All our orders are processed in Australian Dollars.

Do you offer Layby or Afterpay options?

No, we don’t. All orders require immediate payment.

3. Shipping

Where do you ship?

We ship to everywhere in Australia. We don't currently ship anywhere overseas.

How long does it take to ship my order?

All our products ship from our Queensland based warehouse. We have two standard shipping methods. Standard and Express. Standard takes approximately 2-6 working days for delivery. Express takes between 1-3 working days. These estimates are obviously based on your location and if you live on a remote cattle station these estimates will be somewhat optimistic, but if you live in and around a metro or regional centre, they are accurate.

Do you offer express shipping?

We offer Australia Post Express Post as our Express Shipping Option. You can select this method on checkout.

How can I track my package?

When you order you will be provided with a tracking number for the courier that your parcel has been sent with. Our website will also send you regular updates to your email and via SMS as to the status of your order, including tracking updates.

What if I'm not home?

By default, all our parcels are set with the Authority to Leave. Our couriers will find a safe and secure place to leave your parcel if you aren't home. If there isn't a safe place to leave your parcel, the courier may decide to leave a card with instructions on how to retrieve your parcel from them or attempt re-delivery at another time.

4. Returns

Do you accept returns?

Yes, we have a 30-day return policy for all our products. Please see our Returns/Refund policy here: https://suburbanthugs.com.au/policies/refund-policy

Can I exchange an item?

No. We only process returns and refunds. We won't accept exchanges for different products. If you return an order, we will refund you for that order. If you wish to purchase a different product you will need to process a new order for that item.

Are returns free?

Yes. We don't charge a re-stocking fee for returns, but please note that there are requirements for refunds to be approved, i.e. the item needs to be in its original packaging and otherwise be able to be resold. If your order has been damaged, lost or is otherwise not as described we will refund you without exception.

How long does it take to process a return?

On average 1-2 working days once we receive the item back or receive a refund request for an order not yet shipped. We are mindful that you have your hard-earned dollars tied up in these orders and we like to process refunds pretty quickly.

5. Other questions

Do you have physical stores?

No, we are an online store. We are able to offer our products are the prices we do because of this.

Do you offer pick-ups?

No, we don't. Our business is designed with automation and efficiency in mind when it comes to our order processing. We just aren't able to offer pick-ups for orders as it would impact our daily logistics operations.

Is there a warranty?

Yes. We offer a standard 3-month Warranty on all our products unless stated otherwise.

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