If you believe items are missing from your order, please review the following points:
1. Check All Parcels Carefully
• Some smaller items may be packed inside larger product boxes as part of our sustainability initiative.
• Packaging may be reused, so the outer box label might not reflect all the contents inside.
2. Split Shipments
• Large or heavy orders may be shipped in multiple consignments.
• You will receive a separate dispatch confirmation email for each parcel, including tracking information and listed contents.
3. Separate Deliveries by Carrier
• Although parcels typically leave our warehouse on the same day, Australia Post may deliver them on different days.
• This delay is due to carrier handling and is outside our control.
• Example: Hoses and reels are always shipped separately from other items.
4. Delivery Timeframe
• Please allow up to 5 business days for all parcels to be delivered before raising a concern.
5. What to Do If an Item Is Missing
• If tracking shows a parcel as “Delivered” but you are missing an item, please contact our Customer Service Team for assistance.