Shipping and Order FAQ's
Shipping FAQ's
Delivery
We use flat rate shipping to keep it easy for you!
Note: This offer does not apply to Wholesale/Distributor accounts. Shipping pricing calculated based on size of parcel.
Haven't received your order after the expected delivery time? Contact us by emailing sales@lockslash.com.au with your order number. We'll assist in following up your delivery with you.
If the shipping carriers we use misplaces a parcel we need 7-10 business days to lodge an appeal with them and get them to search their warehouses.
Same day shipping for Melbourne Metro
If the delivery address is within a 10km radius you can opt to purchase same day shipping at checkout (same day if ordered before 11am) for an additional fee.
Local Pick up
If you live in Melbourne you can opt to pick up your order instead. It will be ready within 2 hours on weekdays excluding public holidays
Shipping to New Zealand
We now offer DHL EXPRESS on orders over $50 AUD and over for only $30! DHL provides super fast delivery to NZ with some parcels even being delivered the next day for some Metro addresses! (Some bulkier items excluded)
We also offer a cheaper flat rate standard shipping option to NZ.
Minimum order of $50 AUD
International Shipping
We charge a flat rate of $30 AUD for international shipping excluding orders containing bulky items. Sent via speedy DHL shipping.
Minimum order of $100 AUD
Order FAQ's
Why hasn’t my order been shipped yet?
We aim to get orders placed before 12pm shipped out on the same business day and orders placed after 12pm shipped out on the next business day! However, sometimes during really busy periods or if the couriers pick up early, it is physically impossible to get your order out when we would like to. Rest assured it will be the next in line though! If your order is seeming like it hasn’t been shipped on time, please email sales@lockslash.com.au and include your order number
How long does shipping take?
Once your order is shipped, it depends on the courier! Unfortunately we can’t guarantee that your order will arrive by a particular date as once it’s out of our hands, we have no control over it anymore!
We strongly recommend that you order ahead of time to avoid any issues. During non busy periods, these are the estimates from Auspost (please note that these can change at any time and are just an estimate):
Australia Parcel Post (same state) - 2-4 business days
Australia Parcel Post (interstate) - 3-11 business days
Australia Express Post (same state) - 1-2 business days
Australia Express Post (interstate) - 2-5 business days
My order has a missing or wrong item
Please send an email to sales@lockslash.com.au and include a photo of what you did receive and a photo of the paper packing slip you received and we’ll get it sorted for you :)
I have received a faulty or damaged product
Please email sales@lockslash.com.au with your order number and a photo of the product so we can sort it out for you :)
How do I track my order?
You should have received a tracking email automatically after the order has been sent which has a tracking number. Any problems p lease email sales@lockslash.com.au with your order number
I’ve changed my mind, can I return my order?
If you have changed your mind about a product you have ordered and it is unused and unopened, feel free to email sales@lockslash.com.au within 2 weeks of receiving it and include your order number. Unfortunately we are unable to cover the shipping cost in these situations
Why can’t I choose a delivery option?
This is usually due to how your address is typed in. Please try re-typing in your address and making sure to choose one of the options it gives you. If you’re still not seeing all delivery options, please email sales@lockslash.com.au. *Please note for international orders there is a minimum order of $100 AUD
How long will my pick up order take to be ready?
Pick up orders will usually be ready within a few business hours however if you haven’t received your pick up notification yet, you’re still free to come in and we can get it ready for you :)
Can I purchase in person?
Yes! Our warehouse is located in Collingwood VIC where you can check out and purchase supplies in person :)
My order is delayed
We aim to get your order shipped out ASAP! Unfortunately once it’s out of our hands, we have no control over it anymore! We recommend contacting the courier with any queries
My order never arrived
Please make sure you have asked any family members/staff members if they have received it and checked:
- Whole front door area
- Letterbox & surroundings
- Neighbours front door steps
- Neighbours letterboxes & surroundings
Once you have and still can’t find it, we recommend submitting an enquiry to the courier to ask for proof of delivery! If they conclude that it has gone missing or delivered to the wrong address, please email sales@lockslash.com.au with your order number and a photo of the couriers reply
I didn’t receive an order confirmation email
The email may have gone to a different folder, a different email address (if you have multiple email addresses, check them all!) or your email address was typed in wrong during check out. If you still can’t find it, please email sales@lockslash.com.au so we can get it resent to you :)
I have a question or issue about a glue