Shipping Info
Have Shipping Questions?
We Have Answers.
Everything you might want to know about our shipping and what to do if something goes wrong.
How long will my order take?
When you check out, our system will provide an estimate of roughly when to expect your item.
International orders generally take between 1-3 weeks and they usually arrive well within that time frame, but sometimes mail gets delayed and could take a few more weeks to arrive.
Australian orders are generally 3-5 business days unless you purchase Express Post, then its usually within 2 business days.
We dispatch orders 2-3 times a week so it is never sitting in our warehouse for very long and you get a tracking number as soon as it is processed.
How do I return an item?
If you want to request a warranty return you will need to get in touch with us and explain the problem first. We will then work with you on a solution and provide instructions specific to your needs. Do not send us your item unless we have requested it. Click here to go to our Contact form or email contact@cruxgear.com.au
My item was returned to Crux Gear, why did that happen and what do I do now?
If your item has been returned to us, there are usually a number of reasons the the post service provides to us:
- The name or address provided by the purchaser (you) was incorrect or incomplete.
- The item was unclaimed by the recipient from the collection point or delivery person.
- The item was refused by the recipient.
- Incorrect postage or customs information was provided by the sender (us).
When we receive a returned item we will be in touch with you immediately via the email address provided on the order. This is the only way we can contact you so it is important to check spam or white-list our address (contact@cruxgear.com.au).
If the return is not due to our fault, we will provide options for your to either re-ship the item or request a refund of the item costs.
If the return is our fault we will let you know that we have corrected the fault and we will re-ship the item at our expense.
I haven't received my order. What should I do?
We use Australia Post for all our shipping and every item is tracked. So it's usually easy to work out where an item is stuck. We email you the tracking number when your order is confirmed and you can use this number both in Australia and internationally.
Often items arrive a few days after you feel that it has been too long, so patience goes a long way, but it's still important to act quickly if you feel it's needed.
We cannot contact your post office if its not in Australia. When we do contact Australia Post regarding an international delivery, they will almost always require the recipient to contact their local service first. Only if the tracking number is not found on the local service can we escalate the issue with Australia Post.
Often the Post service has attempted delivery, but no one was available to receive it and it gets sent back to your local post office.
If you see that your item is stuck in your country, the first thing we suggest is to contact your local Post Office or service and quote the tracking number. Ask why it is not being delivered and request that they escalate the matter.
Usually a delayed item will only be held for a few weeks, so it's important to act quickly. At some point the item will be returned to us and if you want it re-shipped we will need to charge for shipping again.
See our Shipping Policy for details about returned items.
When do I get my refund?
If your item has been returned to us by the post service, we will contact you for your instructions. If you choose a refund instead of re-shipping, we will apply the refund to your original source of payment right away. It may take a few days to come through.
If you have returned the item yourself, as long as we have instructed you to do so, we will apply the refund right away.
See our Refund Policy for more details.
Do I have to pay taxes, tariffs or duties?
Australian orders include GST in the price like most items, you can claim this back if you are a business.
US orders will have 10% tariffs added to their order at the checkout. Unfortunately there is no way around this, but at least you know you won't be asked to pay any more when it arrives.
Europe & UK in some cases may have customs duties or fees applied on collection or delivery. We do not have any control over this as it varies significantly from country to country. Please be aware of this when ordering and find out from your local authorities what you might be responsible for.