Shipping & Delivery
How much is shipping of my order?
Shipping within Australia is a flat rate of $10.00, however any orders over $25 includes free shipping. This includes islands off mainland Australia, including Christmas Island, Coco (Keeling) Island and Norfolk Island.
Shipping internationally is a priced on a case by case basis. We use Australia Post or alternate international provider for international shipping, so we will need to ensure that they deliver to the select country/address and obtain the associated delivery costs. Final costs will be confirmed with the customer before being added to the order.
How long does it take to receive my order?
For addresses within Australia – Once the order has been confirmed and payment has been received, the order will be posted within one business day. The delivery time estimate from Australia Post is approximately 2-6 business days to receive your order (Note: Orders are coming from Sydney, so depending on metro/regional/interstate delivery, will affect delivery time).
For international addresses – All international orders are treated on a case by case basis. We use Australia Post or alternate international provider for international shipping, so we will need to ensure that they deliver to the select country/address and what the expected delivery time is. On average, Australia Post advise that the delivery time estimate is approximately 5-10 business days to receive your order.
Does DuckHook deliver to PO Boxes or Parcel Lockers?
We will deliver the goods to any address that you state. Should the order be returned due to it being unable to fit in the PO Box or Parcel Locker, then the purchaser will need to pay for delivery again, otherwise a refund may be provided.
Do we post to remote areas of Australia, including remote islands?
Yes, aslong as Australia Post go there. You just need to expect extra time for deliveries.
Do we post to international address?
Yes, but all international orders are treated on a case by case basis. We use Australia Post or alternate international provider for international shipping, so we will need to ensure that they deliver to the select country/address and obtain the associated delivery costs. Final costs will be confirmed with the customer before being added to the order.
Refunds & Returns
Incorrect item has been received?
If you have received the incorrect item, please contact DuckHook immediately to advise. Email customer@wip2.duckhook.com.au and we will endeavour to contact you immediately to resolve the matter.
Issue with the item thats been received?
If you have received the incorrect item, please contact DuckHook immediately to advise. Email customer@wip2.duckhook.com.au and we will endeavour to contact you immediately to resolve the matter.
How to cancel an order?
Once orders have been paid for, DuckHook will look to post within 1 business day. Should you wish to cancel your order, please contact us immediately and we will do our best to stop it. Should it have already be posted then, you will need to organise postage to send the item back.
How do I request a refund/exchange?
If you have changed your mind about a purchase or wish to change the colour or size, please contact DuckHook at customer@wip2.duckhook.com.au immediately. DuckHook will do its best to accommodate your request, but we are not obliged to provide an exchange or refund, should it be deemed to be misleading.
How long does it take to receive a refund?
Once agreed and item has been received and inspected by DuckHook, a refund will be processed within 1 business day. Depending on the credit card and bank, this may take approximately 5 business days to hit your card.
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