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Carrier delays: shipping carriers are currently experiencing delays due to overwhelming volume. Please be patient and allow up to 2 business days for your tracking information to update once you are notified of shipment. We apologise for any inconvenience these delays may cause and thank you for your continue patience.
WILLEM POWERFISH SHIP DOMESTICALLY (WITHIN AUSTRALIA) AND INTERNATIONALLY.
Our service is Authority To Leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that your package will be safe if left, please contact the customer service team firstname.lastname@example.org before placing your order so that they can assist you.
Willem Powerfish uses the services of Australia Post. Australian orders over AUD $89.00 are shipped for FREE within Australia via standard post. All shipping under AUD $89.00 is charged at a flat rate of AUD $9.95 per order within Australia. All orders placed before 1PM (AEDT) Monday to Friday will be dispatched on the same day. If placed after 1PM (AEDT) your order will be dispatched from our warehouse the following business day. Same day shipping excludes public holidays and during any Powerfish give-away events.
Willem Powerfish offers SMS notification regarding your delivery. Please enter your mobile number at checkout to receive an SMS notification to advise of the impending delivery of your order or email address to have an order confirmation and tracking details sent to your nominated email address. Note: On the rare occasion, due to any unforeseen circumstances, such as traffic delays, road works etc. this may impact a driver’s ability to deliver on time and hence vary from your automated SMS notification.
All orders have a default authority to leave orders without a signature.
IMPORTANT : If you do not enter your email address you will not receive confirmation notifications.
Once your order is dispatched a unique tracking number will be provided by email.
CHANGE OF ADDRESS
We cannot be held responsible for an incorrect address being entered on your order.
Address Confirmation is given on the review & buy page in the checkout section of the site. If this is not noticed until after your order is finalised, please contact Customer Service email@example.com during business hours (9:00am – 5:00pm AEST Monday – Friday ) immediately.
We will attempt to update any incorrect order details, however due to the fast turnaround of our warehouse, some orders cannot be adjusted. In the case that your order is processed and cannot be updated, please refer to our returns and exchange section for more information.
International orders are charged at a variable rate depending on package weight.. All orders placed before 1PM (AEDT) Monday to Friday will be dispatched on the same day. If placed after 1PM (AEDT) your order will be dispatched from our warehouse the following business day. Orders are processed and generally delivered within 10-15 business days. Please note that due to limited flights this may delays for some international deliveries. Same day shipping excludes public holidays and during any Powerfish give-away events.
Duties and taxes:
All orders outside of Australia will be sent DDU (Delivery Duty Unpaid) basis, and duties and taxes may be payable upon arrival in your country. These charges are determined by your local customs authority and include;
We are unable to estimate the amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. All Taxes and customs charges are the responsibility of the customer (not Willem Powerfish) and are not included in the cost of the order or shipping charge. Payment of these is necessary to release your order from customs. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.
In the event that import taxes and duties are not paid on arrival at the destination country and the shipment is refused by the receiver, Willem Powerfish will request the freight carrier to return the goods. Upon receipt of the returned goods, the purchaser will receive a refund of the item/s less any return freight costs incurred by Willem Powerfish.
Tracking numbers will be issued once order has been dispatched.
Please note: if your shipping country is not listed in the shipping section of the checkout please contact us directly regarding options and pricing: firstname.lastname@example.org
Our policy 14 DAYS. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Due to limited prints on our items we cant offer guarantee the exchange item you would like is available so in the event it isn’t we will offer you a store credit for the cost of the item.
We do not offer a refund for change of mind, we only offer a refund if it is a Powerfish error and each refund will need to be approved and product returned in its original condition.
We do offer store credits (cost of item only) for change of mind or size changes at the cost of the customer they will need to return the item to us and do encourage you to keep your tracking number as reference and place your order number on the exchange form.
If you return an item(s) without a preference for an exchange you will automatically be issued with a store credit for cost of the item only.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that gift cards are non-returnable.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 10 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or store credit.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Please note that any merch purchased on Sale are final sale items and are not eligible for refunds, exchanges or credit notes unless deemed faulty. Please choose with care to avoid disappointment.
HOW DO I EXCHANGE MY PURCHASE ?
Submit a return request via the footer menu or click here
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account: a) In the Email field, enter your email address, and then click Continue. b) In your email account, open the email sent from our store and copy the six-digit verification code included in the email. c) Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved then you receive an email with shipping instructions. After the product is returned, you receive a refund, store credit or exchange depending on the circumstances.
PO BOX 7611
REDLAND BAY QLD 4165
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When returning your item please ensure you include your Name and Order Number.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.