SHIPPING & RETURNES
Free Delivery for Orders Over $150
Excludes Large or Bulky Items. Resupply reserves the right to determine which items qualify for free shipping and will ensure that we contact you with alternative options should your order not qualify.
Purchasing Knives in Australia
Please note that you must be at least 16 years old to purchase knives in most states within Australia. It is the purchasers obligation to ensure they abide by their states regulations regarding procurement and carry of knives. Resupply does not take responsibility for false representation from the customer. By purchasing online you agree you are at least 16 years old and are compliant with the regulations of your state or territory.
Unattended Delivery Addresses & Authority to Leave
Deliveries are generally made Monday to Friday, 9 am to 5 pm. As such we recommend you use a business address or an address where you, or someone you designate, will be available to sign for your delivery.
For our delivery partners, if no specific instructions or a signature required is selected, their policy is to leave the goods at the premises. Where possible, we always recommend providing delivery instructions (I.E. Authority to Leave at the front door if unattended), OR to select a signature required. If you have requested a signature upon delivery and no one is available to sign, your parcel/s will be taken back to the depot and a card will be left to organise alternative arrangements. Re-delivery can usually be arranged, however, this will normally incur an additional charge at your expense.
Business Shipping Addresses
Please include the name of the business on your order if having your order delivered to a business address. Please also include the times in which the business can accept your delivery in the delivery instructions box when creating your order. This greatly assists the courier with your delivery so that your order can reach you as smoothly as possible.
We have accounts with several national delivery companies including (but not limited to): AusPost, StarTrack and other Couriers to deliver our products around Australia. The services available and used for your order will depend on the destination, size, and weight of the items and delivery time frame.
PO Box & Parcel Locker Deliveries
Some orders we are unable to deliver to a PO Box or Parcel Locker due to restrictions put in place by Australia Post on parcel sizes. Items delivered to a Parcel Locker are required to be collected within 48 hours (2 business days) from delivery.
PO Box Size Restrictions:
Maximum Parcel Length: 105cm
Maximum Parcel Girth: 140cm
Maximum Parcel Weight: 22kg
Parcel Locker Size Restrictions:
Maximum Dimensions: 39 x 36 x 64cm
Maximum Weight: 16kg
If you provide us with a PO Box or Parcel Locker delivery address and we are unable to deliver your order to it, we will contact you as soon as possible to make alternative arrangements.
RETURN & EXCHANGE POLICY
Online Warranty Returns
All goods supplied by Resupply are guaranteed by Resupply and the manufacturer of the goods. Warranty periods vary according to the product. Warranty claims in most instances will be handled by the manufacturer's agents in the customers home state. Warranties only apply to goods supplied within Australia for personal use.
The warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of God are not covered by warranty.
As displayed on the warranty section of some of our products, certain brands offer a lifetime warranty of the product. The term Lifetime is determined by the average lifetime of the fabrics, material and components of the product. As with all items, over time they will wear from use at a natural rate and from exposure to the elements, the lifetime guarantee of our products will depend on how well they are cared for and how they are used.
The first step to get a warranty return underway is to contact Resupply with your details, a description of the problem and some photos of the issue. From these details, Resupply will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.
When an item is returned it will be inspected by Resupply or the manufacturer to confirm its eligibility for a warranty claim. Once deemed as a warranty issue it will be classified by Resupply or the manufacturer as either a minor or major fault. In the case of a minor fault, the item will be repaired or replaced and for a major fault, the item will be either replaced or refunded.
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.
If a product is found to be faulty within 14 days of delivery, and Resupply is notified within this time frame, Resupply will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
If a product is found not to be faulty after 14 days from delivery Resupply will offer the use of our great freight account rates and any shipping required will be charged to the customer. Alternatively, the customer can make their own shipping arrangements to return the item at their expense. Items may also be returned in person to any Resupply store for inspection. In some instances, an item may not need to be returned but rather spare parts can be supplied directly to the customer.
Damaged in Transit
If a product arrives and is found to be damaged within 14 days of delivery, and Resupply is notified within this time frame, Resupply will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
Depending on the type and extent of the damage Resupply may decide to send the customer spare parts or the customer will be given a choice of either a replacement or a discount on the damaged item.
Returns Shipping Costs
All associated freight costs for change of mind returns are at the customer's expense.
Resupply will pay return freight costs provided all of the following conditions are met:
- the goods supplied were not what you ordered
- you contact Resupply for a return authorisation
- you follow Resupply return instructions
- items are in the original packaging, unused and in new, saleable condition
Alternatively, if you are local to a Resupply store you may return your online purchase directly our shipping and delivery location to save on shipping costs.
Returns Shipping Methods
In all instances where the customer is responsible for return shipping costs they may choose:
1. To make their own shipping arrangements to the Resupply Warehouse address.
2. To ask Resupply to organise return shipping using Resupply carriers. In these cases, the shipping cost will be deducted from the refund or charged directly to the customer. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carrier used and the customer's location.
3. Return the item/s in-person to a Resupply store (for store credit only).
In all instances where Resupply is responsible for return shipping costs, Resupply will organise the return with a selected carrier. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carriers available and the customers location.