Help and FAQs
How can I contact customer support?
Please read this entire page to find answers to the most common questions related to your order. If you need additional support, please contact us as at firstname.lastname@example.org.
Can I modify my shipping information?
Please contact us as at the above email address as soon as possible. However not guaranteed, we’ll do our best to modify your postal details before the item ships.
How do I check the status of my order?
Once an order has been placed you will receive a confirmation e-mail containing your invoice number for your reference. Please note the status of an order will remain as ‘processing’ unless cancelled. Once an order ships from our Sydney warehouse, a carrier consignment number will be automated to the e-mail address registered for the order (provided you selected a trackable service).
I never received a confirmation e-mail. What should I do?
Please be sure to check all folders as your order confirmation may have been diverted to your junk or spam. If you find that you’re still unable to locate your confirmation, please contact us and we will re-issue you your confirmation
I entered my tracking number on the carrier’s website however no information can be displayed regarding my order. What should I do?
Your parcel may have recently shipped, please allow 24 hours for tracking scans to initiate into the system. Status updates may not appear on the carrier’s site until after the delivery is successful. Certain carrier services provide partial tracking capabilities, displaying, so please don’t stress is tacking is not updated beyond the local sorting facility. If you do feel concern, please contact us at the customer service email address at the top of this page-- from there we will contact the courier company on your behalf.
I selected pre-order, when can I expect it?
Physical pre-orders will not ship until 1-5 business days prior the official release date. Please note, this date is subject to change due to any unforeseen circumstances. If your delivery is anticipated for delay, the official store will notify you via e-mail. If the release date has moved we are unable to refund express freight costs, as the delay has not been affected by shipping.
How do I access the digital download component of my order?
A download link will be contained within your order confirmation. Please be sure to check all folders as your order confirmation may have been diverted to your junk or spam. If you experience any issue regarding your download please contact us at the customer service email address at the top of this page.
Please be aware once your order has been placed it has therefore begun to process and no amendments or cancellations can be made. We are not able to combine orders or make any changes during this time, pre-orders inclusive.
Please allow 24-48 hours for the official store to prepare your order before shipping. Orders placed over the weekend will not be processed until the following Monday. Customers will be notified via e-mail once their order has been dispatched alongside a tracking number (provided you selected a trackable service).
All indicated product prices and payments made on The official store are in AUD dollar currency.
We accept the following payment methods: PayPal, Visa, Mastercard and American Express. Transactions are accepted securely at the time of the order placed, pre-orders inclusive.
We accept returns within 15 business days of the date you received your order. Please forward your invoice number and the nature of your return to the customer service email address at the top of this page. From there, we will instruct you on the return shipping process.
In the unlikely event that you have received a faulty or damaged item, we will happily cover the return postage.
The official store must receive returns in their original condition – including tags and packaging. Refunds or an exchange will be processed upon receiving your return.
Domestic orders have the option to ship via Australia Post eParcel or TNT Express.
|TNT Express||2-4 business days (Signature Required)||AUD $7.50|
|Australia Post eParcel||6-10 business days (Authority To Leave)||AUD $6.50|
If a delivery is attempted while no one is home Australia Post will leave your parcel in a secure location / TNT will leave a card to arrange re-delivery or pick up. Please ensure you provide a a secure address or an address in which there will be someone available to sign for upon delivery.
Please note TNT do not deliver to PO Boxes.
In the unlikely event that you have not received your parcel within the estimated delivery timeframe, please contact customer service via the email address at the top of this page.
The official store cannot take responsibility for missing parcels that have been deemed as ‘successfully delivered’ by the courier company.
International orders have the option to ship via Australia Post or Federal Express.
|Federal Express||Varied delivery time||Costs may vary. Use the FexEd rate finder to get a cost estimate.|
|Australia Post International Express Courier||4 business days||Costs may vary. Use the Australia Post postage calculator to get a cost estimate.|
|Australia Post Pack&Track||7-10 business days||Costs may vary. Use the Australia Post postage calculator to get a cost estimate.|
|Australia Post Airmail||6 weeks||Costs may vary. Use the Australia Post postage calculator to get a cost estimate.|
Please note, as advised by Australia Post, the length of time your item takes to be delivered overseas depends on the destination and the service you use.
Please see the Austalia Post delivery times calculator for estimated transit times to your chosen destination.
In the unlikely event that you have not received your parcel within the estimated delivery timeframe, please contact customer service via the customer support email address at the top of this page.
Please be aware that any international orders may be subject to import duties and taxes applied by customs or postal authorities to the country of delivery. Any additional charges that incur for customs clearance are the sole responsibility of the buyer. Our postal charge does not include possible taxes and duties.
The official store has no control over these charges and cannot predict what they may be. It is the sole discretion of the custom agents to release your package. Please contact your local customs office for further information.