Shipping Info

When you check out, our system will provide an estimate of roughly when to expect your item and a tracking number.

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. Please consider this before contacting us if your item hasn't arrived.

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. Please use the tracking number provided in your local postal service website.

Australian orders include GST in the price, you can claim this back if you are a business.

USA orders must include import tariffs, these are calculated and added at the checkout.

Europe & UK - We do not collect duties or taxes. In some cases customs duties or fees are applied on collection or delivery. This varies significantly from country to country. Please find out from your local authorities what you might be responsible for.

Unfortunately we don't write the rules. We wish we did and then no one would pay duty!

In some countries you will be contacted by the postal service if there are duties to be paid. If you ignore this or refuse to pay it is likely your item will be returned to us.
In these cases we do not refund the postage cost and a restocking fee applies.

It is best to find out from your local postal service what duties may be applied before purchasing from us.

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

If your item has been returned to us, there are usually a number of reasons the the post service provides to us:

1. The name or address provided by the purchaser (you) was incorrect or incomplete.
2. The item was unclaimed by the recipient from the collection point or delivery person.
3. The item was refused by the recipient.
4. 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.

Check tracking - 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 at your local post service internationally.

Patience - 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.

Contact the post service - We cannot contact your post office if its not in Australia. Australia Post 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.

Be available - 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. Often they will call or email to let you know that it is ready for collection. They usually try 2-3 times before returning the item to us. Do not ignore these attempts.

Use the tracking number - 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.

Be quick - 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.

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.