WHERE WE DELIVER
We can deliver to any street address (residential or commercial) in Australia.
We cannot deliver to anywhere outside of Australia.
HOW WE DELIVER
All deliveries are distributed either by courier, AusPost's registered mail service (in Australia)
WHEN WE DELIVER
For deliveries within the Sydney metropolitan area, orders are sent via Registered Australia Post and are usually delivered overnight. For all other Australian deliveries (outside of Sydney), allow between two and five working days. You should also allow an extra day or so for packages over 3kg.
An express service and same day courier service is available upon request, contact firstname.lastname@example.org for price details.
In the event a requested item/s is not available or we are unable to fulfill your order, we will endeavor to notify you within two working days to arrange an agreeable alternative, a back order or a full refund.
Back ordered items may take longer to deliver. If so, we will notify you and these items may be sent separately from the rest of your order, but no additional postage charges will be charged to you for a separate delivery of a back ordered item.
DELIVERY ARRANGEMENTS AND TRACKING YOUR ORDER
You will receive an email on the day of dispatch which will include your parcel’s tracking number and information on how to track your purchase. If you would like the tracking number by text as well, remember to provide us your mobile phone number at Checkout.
If we are sending your package via registered post, a signature is required upon receipt for all such deliveries. We are are unable to accept liability for any lost or stolen deliveries.
FEES AND CHARGES
Freight costs are calculated based on the weight of your order and will be communicated during the Checkout process.
Deliveries within Australia
0g – 1kg
1.1kg – 3kg
3.1kg – 5kg
Unfortunately at this timeSturrocks is currently unable to deliver outside of Australia
LOST OR DAMAGED GOODS
Goods which are lost or damaged in transit are your responsibility. Sturrocks is not responsible for the goods after we deliver it to the courier, AusPost (for Australian deliveries) or New Zealand Couriers (for New Zealand deliveries).
If goods are lost in transit or do not arrive on time, please contact us at email@example.com within seven working days of the package's estimated time of arrival so we can help you to investigate.
If goods are damaged when you open your package, you must advise us by e-mail at firstname.lastname@example.org as soon as possible (and within seven days of your receipt of the order at the latest) otherwise we may accept no liability for the goods.
Sturrocks recommends that you should consider insuring your goods against loss or damage during delivery. If you choose to insure your goods in this way, the costs of doing so will be advised during the checkout process.
FAQs AND ADDITIONAL INFORMATION
We reserve the right to amend pricing at any time. We reserve the right to restrict or alter these services at any time. We reserve the right to alter or amend delivery times in exceptional circumstances such as snow storms or floods. All estimated delivery times as quoted are subject to stock availability and delivery location.
Are there any places where delivery might take longer?
Rural locations - allow three or four extra working days.
What if I'm not in when you deliver?
Depending on the delivery option you have selected, some deliveries require you (or a representative) to be present to accept and sign for the delivery. In selecting your nominated delivery address, you should consider choosing a workplace location or suitable residential address which is likely to have someone available to accept delivery.
If no one is at the delivery address, the courier will leave a card with details to arrange pick-up or redelivery. If you have elected to have your goods sent by express courier and no one is available to accept the delivery then additional charges may apply.
Remember that you can specify a different delivery address at the time of ordering and have your order delivered to your workplace, or a friend's place, etc.
What if only part of my order has arrived?
If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location or we were out of stock on part of your order and it is on back order or it may be a result of a mistake by us.
If we were out of stock you will have received an email to let you know. If your order is obviously incomplete and we have not already advised you by e-mail, please email: email@example.com or telephone +61 (0)2 9969 0499 any time between 9am and 5pm (AEST) Monday to Friday, excluding public holidays.
Please allow up to five extra working days, for Australian delivery, and ten extra working days for New Zealand delivery, before contacting us about your delivery.
RETURNS & EXCHANGE POLICY FOR ONLINE SALES ONLY
At Sturrocks we're committed to selling high-quality products which we hope you'll enjoy using. However we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought from us.
Broadly, we have three applicable returns/exchange policies:
If there is a problem with our product (if it is defective, if it is not fit for the purpose it was designed to achieve or if it does not match the description on our website), you may be entitled to a refund, replacement, repair or compensation. At Sturrocks, we want to make sure you get what you are entitled to.
You should return any such product to us as soon as possible after you identify the problem. We recognize that such products might not be in fully resalable condition when they are returned to us.
If you are entitled to a refund, Sturrocks will refund to you the price that you paid for the item, including the delivery costs that you paid to have the items sent to you and the delivery costs for returning the item to us.
Refer also to the Refund Policy below.
* Change of Mind
Even if there is not a problem with our product, but you have just changed your mind about your purchase, we will refund the purchase price to you (less delivery charges) if you return it to us in a Fully Resalable Condition*** within a Reasonable Period** after you receive it from us.
Refer also to the Refund Policy below.
If you would like to exchange any of our products (to get a different size or colour etc), we will happily exchange it for what you want if you return it to us in a Fully Resalable Condition*** within a Reasonable Period** after you receive from us (subject to availability).
You will be responsible for the delivery charges associated with, firstly, returning the exchanged item to us and, secondly, for our delivery charges in sending the replacement item to you.
Note: For Team Sales, please contact your Team Sales Representative. For obvious reasons, returns/exchanges on customised products are normally only accepted on faulty items.
We recommend that you should always keep your order number, which can be found on your order confirmation email or on the delivery packaging, as you will need it as proof of purchase in the event of any after-sales queries.
Please refer to the Returns and Exchanges Procedures below for specific information about how to manage your return.
"FULLY RESALABLE CONDITION"***
If you want a refund or exchange, the goods must not have been used, worn, washed or damaged in any way. The original packaging and swing tickets must remain intact and swimmer items will only be accepted with the hygiene sticker in place.
If we find that the product has not been returned to us in a Fully Resalable Condition, we reserve the right to refuse a refund or exchange on the item.
If you want a refund or exchange, the goods must be returned to us as soon as practicable after you receive them. Unless there has been some delay in delivery of the products to you, 28 days is our "reasonable period" for you to arrange to return the goods to us for refund or exchange. Sturrocks may refuse the refund or exhange after th 28 days "reasonable period".
CHANGE OR CANCEL AN ORDER
If you wish to change or cancel an order before it has been dispatched, you can contact our Customer Service department on +61 (0)2 9969 0499 any time between 9:30am and 5:30pm Monday to Friday (AEST), excluding public holidays. Please have the order confirmation number and date the order was placed to hand. They will be happy to cancel the existing order and create a new order for you.
If your order has already been dispatched or delivered, then you will need to follow our Returns & Exchange Policy above.
AUSTRALIAN RETAIL PURCHASES
If you bought your Sturrocks product from a third party retailer (i.e. a shop that sells Sturrocks products but which is not exclusively Sturrocks) please take your purchase back to the shop and they will arrange your exchange or refund. Please note that their terms and conditions for returns may be different to ours.
RETURNS & EXCHANGE PROCEDURES
Step 1 - Complete Sturrocks Returns Form
To help this process your request, you should correctly complete and enclose with the returned goods the Sturrocks Returns Form. You will find this on the reverse of your delivery note, which is also your proof of purchase. If you are unable to find your Sturrocks Returns Form please contact our Customer Service Department to assist.
Step 2 - Return Goods to Sturrocks
Return the goods, in Fully Resalable Condition ***(unless the goods have a defect or other problem) within a Reasonable Period ** to the following address:
Online Sales - Returns Department
1/555 Military Road, Mosman
Step 3 - Proof of Posting
We also suggest you obtain a proof of posting certificate or use a traceable postal service with the appropriate level of compensation, should you be concerned that your parcel maybe lost, or damaged in transit to us.
We do not accept responsibility for any goods returned to us that are damaged or lost in transit.
Step 4 - Exchange Delivery Cost
If you have requested an exchange/swap, you will need to arrange for payment of the delivery charges so that we can send the replacement item to you. Contact our Customer Service Department to assist you on +61 (0)2 9907 4142.
Please Note: Online purchases cannot be returned to any stores. To keep our delivery costs to a minimum all returns of non-faulty products are returned at the customer's cost.
Timing - If you return a Sturrocks product to us for a refund in accordance with our Returns & Exchange Policy and our Returns & Exchange Procedures (as outlined above) we will process your refund payment within 21 days (plus delivery time).
Exclusion - If the product returned to us is not in a Fully Resalable Condition*** or is not received by us within a Reasonable Period**, we reserve the right to refuse a refund on the item (unless it is faulty or defective in some way).
Amount - Unless the item is faulty or defective in some way, we will refund just the price of the item to the purchaser (excluding the delivery charge). Of course, a refund of the delivery charges will be given in the instance of incorrect, damaged or faulty goods.