FREQUENTLY ASKED QUESTIONS
What are my shipping options?
Free warehouse pick-up (Not valid for some Items Such as shipping from Hongkong Warehouse or one of our other HUBS)
Select the pick-up option at the checkout (only If available) to collect your purchases from our warehouse located at 9/17 Keppel Drive, Hallam, Victoria 3803, Australia. If you are placing an order between the hours of 9:00am and 3:00pm on a weekday, please give us two hours to locate and pack your purchase and have it ready for pick up. If you place an order after this time on a weekday, or place an order on a weekend or public holiday, we'll have it ready to collect after 11:00am on the next business day. We would recommend you to contact us before you come to pick up your goods to avoid any inconvenience that may occur due to unforeseen circumstances.
Express shipping via Australia Post’s Express Post service. Shipping should take 2-3 days in metro areas. Please allow longer if you are in Northern Territory or regional Western Australia.
Courier Express Shipping
Courier delivery via Australia Post’s StarTrack Express service. Expect delivery within 1-2 business days in metro areas. Regional Western Australia and Northern Territory customers should allow for extra days for delivery as you are most likely outside the Australia Post National Express Network. For customers in Perth, the Australia Post Express Network only covers the postcodes 6000-6005 and 6800-6899.
If I purchase something on Friday night or the weekend, when will my order be dispatched?
Our operating days are Monday - Friday, in-line with all of Australia Post’s services, so as soon as we get back into the warehouse on Monday morning, your order will be picked, packed and dispatched.
I live nearby. Can I come past and pick my order up?
Yes! Select the pick-up option at checkout to collect your purchase from our warehouse located at 9/17 Keppel Drive, Hallam, Victoria 3803, Australia.
If you are placing an order between the hours of 9:00am and 3:00pm on a weekday, please give us two hours to locate and pack your purchase and have it ready for you to collect.
If you place an order after this time on a weekday, or place an order on a weekend or public holiday, we'll have it ready to collect after 11:00am on the next business day.
Does my parcel come with an invoice, receipt or any tagged prices?
All of GearDo’s products are free of tagged prices. You will be emailed a copy of the receipt and the parcel will include a slip listing the items ordered but will not include prices. This makes our products perfect for you to send as gifts
It’s been over 7 business days and the tracking information for my shipment says ‘no events found’. What is happening?
It is likely that something has gone wrong with Australia Post. Please send us an email or give us a call and we’ll contact them to see what the story is.
Where is my order? It hasn’t arrived on time.
Please use the tracking number we provided you in your order confirmation email into the tracking box located on Australia Post’s website, found here: www.auspost.com.au/track/track.html
- If your item is being delivered to a P.O Box and your tracking shows your order is in your area and has been there for a few days, but is still listed as “In Transit”, there’s a high chance that it actually has been delivered. Please take your tracking number to your local post office for immediate collection.
- If your tracking details say “Contact Sender”, it likely means that your delivery address was incorrect and your order is being returned to us. Please email us at email@example.com to let us know if this happens.
- If your details say “In transit” you can be certain that your order is safely on its way.
- If your order is “Awaiting collection at (Insert Name) Post Shop” but you haven’t received a collection slip, please head to your local post office and hand them your tracking number for immediate parcel collection.
Can I make a change to my delivery address?
Once your order has been placed and the parcel has been dispatched from our warehouse, we are unable to make any alterations to the delivery address. Please ensure that you double check the correct address and postcode is entered while ordering to avoid delays.
I live in Western Australia, it’s been a week and my product still hasn’t arrived. Where has it gone?
Deliveries to Western Australia and Northern Territory are done via truck as per Australia Post’s protocols and will therefore take longer to arrive than may be expected.
If I order express or courier shipping on a public holiday, when will I get my order?
The business day after the public holiday will be the day your order is packed and dispatched. (for more information Please refer to Shipping question 1)
Do you offer international shipping?
As GearDo priorities making our Australian orders as quick as possible, we currently do not offer international shipping.
The recommended shipping time states 3-6 business days, it has now been 7 business days, so what do I do?
Track your order. Go to www.auspost.com.au/track , enter your tracking number, and then wait for your parcel’s status to appear. If you don’t have a tracking number please contact us via phone or live chat.
Australia Post states that my parcel is still in transit, but it’s been over 7 business days!
Send us an email or give us a call and we will do our best to locate your delayed parcel by contacting Australia Post on your behalf.
When will my item arrive?
Orders placed before 2pm on a business day will be shipped out the same day, while orders placed on the weekends will be shipped out on Monday or the next business day if the Monday is a public holiday then Tuesday will be when it’s sent
In metro areas, standard shipping will be 3-5 business days, express delivery will take 2-3 business days and courier delivery will take 1-2 business days. Please allow longer if you are in regional areas or in Western Australia or the Northern Territory.
For a more accurate delivery infprmation, please use the Australia Post Delivery Times calculator and enter 3189 as the “From” postcode
Why is the location on Australia Post different to where I live when I check the status of my Delivery?
Australia Post’s tracking service will generally show the location of the depot as the closest facility to where an item will be delivered.
Why is my item not tracking on Australia Post’s website saying 'No Events Found'?
Australia Post often does not update their tracking information until the parcel gets to the local depot at the final delivery destination.
For example, if you live in Perth and you selected standard shipping, it will take approximately 5 business days for your parcel to get from Melbourne to Australia Post's Perth depot and therefore show on the tracking website.
If the item is past its expected delivery date and there is still no tracking information appearing, please email or call us.
How long will it take for my order to arrive?
If you submit your order before 2pm on a business day (Monday-Friday), we will be able to dispatch your delivery on the same day. If you submit an order after this time, your packages will definitely be posted the following business day. For regular postage, Australia Post standard delivery takes anywhere between 3-8 business days. Express postage takes 2-3 business days for areas within Australia Post’s Express Post network and a couple days extra for postcodes outside this zone, while Courier shipping via Australia Post’s StarTrack service takes between 1-2 days.
Can I come and pick up my item/s in person?
Yes you can! Select the free warehouse pick-up option at checkout to collect your purchase from our warehouse located at 9/17 Keppel Drive, Hallam, Victoria 3803, Australia. If you are placing an order between the hours of 9:00am and 3:00pm on a weekday, please give us two hours to locate and pack your purchase and have it ready for you to collect. If you place an order after this time on a weekday, or place an order on a weekend or public holiday, we'll have it ready to collect after 11:00am on the next business day.
Can I add, remove or change something in my order?
Due to the speed of our warehouse packers, once your order has been placed there is no way we can change things for you. However, we do have a 30 day returns policy for all our products, so as long as the product is unused/unopened, in its original packaging and in sellable condition, we'll be happy to take it back for a full refund.
Do you gift wrap? Will price tags and an invoice be included?
GearDo do not offer a gift-wrapping service to priorities speed of deliveries. However, we never include any invoices or price tags in any order, perfect for use as gifts.
Can I include a personalized message?
No, we do not provide a personalised message service.
I clicked “Submit order” in the final check out stage and nothing is happening. What do I do?
Make sure you’ve entered all the necessary information needed in the checkout stage. If everything click “Submit order” button again. + If you’re unsure whether an order has gone through or not, check your email inbox for an order confirmation letter from us. An order will most likely not have gone through if you do not receive an email within a few hours of submitting an order. Alternatively, you can call us and we can immediately check for you.
I submitted my order a few hours ago and I still haven’t received a confirmation email, what’s going on?
Sometimes an email can be incorrectly spelled or missing a character, which means no email will be received in your inbox, so be sure this detail is correct. Don’t forget to check your spam folder too. Call or email us and we can always attempt to resend the confirmation to your inbox in an instant
I have bought this product a couple hours ago, but I have had a change of mind. How do I cancel the order?
If it has only been two hours or so, there is a possibility your order has not been packed yet. Send us an email or preferably give us a call with your order number, and we can sort out a cancellation.
Can I change the colour of this product I have ordered?
If it has only been two hours or so, there is a possibility your order has not been packed yet. Send us an email or preferably give us a call with your order number and details on what you want changed. One of our staff members will happily be able to confirm if we are able to make the changes or not.
Can you do an online order for me please?
Sure thing! As long as you’re happy to pay by credit card, give us a call and we’ll organise your order quickly and easily.
I want to buy a product that is currently sold out. When can I buy it?
Please send us an email or give us a call, mention the product that is out of stock and we’ll be able to tell you if the product will be restocked and if it is we will give you the date when the product will be available.
What happens when a product is discontinued?
This means it is an ex-product and has been suppressed or has become obsolete.
I want to know a little more information about a product from GearDo and my Google searches are turning up nothing. What’s the best way of asking?
Just give us a call or send us an e-mail and we will be happy to explain more about the product to you.
I just called your office and no one picked up my call. What’s going wrong?
The reasons we're not able to answer your phone call probably are:
- All the phone lines are occupied by other callers. Please hold the line until a line frees up. WE thank you for your patience.
- Is it past 5:30pm or before 9:00am AEST? We can only take calls during business hours of 9:00am-5:30pm Monday to Friday, excluding public holidays, so please give us a call between these times.
Does GearDo price match?
Yes, we do but only with major retailers. Please contact us at firstname.lastname@example.org to send your price match enquiry.
If I buy an item in bulk, can I receive a discount?
Yes, we do have a Wholesale pricing scheme, shoot us an email or give us a call and we would be happy to give you a quote with unbeatable prices.
I don’t have a credit card. What are my payment options?
Don’t worry We have PayPal and bank transfer options are available for your convenience. Just make sure to select the PayPal or bank transfer option at the checkout.
I've selected the warehouse pick-up option. Can I pay cash on collection?
Yes you can. We also have EFTPOS facilities available on site.
My bank statement says money has been debited from my account but I haven’t received confirmation of my order. What’s happening?
The order has definitely gone through, but there is likely to have been a glitch in our automated email service. If you haven’t received confirmation after a few hours, give us a call or send us an email quoting the name the Order ID when the order was placed and we’ll manually resend you the Order confirmation email.
I want to pay with PayPal but there is no place for me to enter my details?
Be sure to select the Paypal option in checkout. Once you have submitted your order, you will immediately be redirected to the PayPal page.
I’ve entered my credit card details and done everything I’m supposed to do but try to submit my order nothing happens. What’s happening?
Check that you’ve remembered to fill in all the boxes, especially don’t forget the shipping option. If nothing still happens, refreshing the page and entering everything again should do the trick. If the submit button does not work, no order will have gone through
What if I'm not completely satisfied with my order?
GearDo always promise 100% satisfaction! If you don't absolutely love the product you have purchased we'll take it back. You have 14 days from delivery date to return an item in its original sealed packaging UNOPENED. We will refund you for the total cost of the returned items. However, we will not cover the initial cost of shipping the item to you.
*In some circumstances, we will accept the change of mind goods with its original condition. Once we received the products and inspected by our warranty team, we will charge a 15% restocking fee for all accepted items.
My order has been delivered damaged. What do I do?
GearDo always packages products to ensure that no damage happens during transit. However, despite our best efforts damage can sometimes happen in transit. If a product arrives in an unacceptable state, please email us a photo or a video of the damaged part/product and we'll quickly send out a replacement.
Depending on the damage done or what the product is we may ask you to return the product to us. In this case we will cover the return postage. If you've decided you'd rather have a refund other than a replacement and once we have received the faulty item back from you we will give you a full refund including any initial shipping costs.
What is Pre Order Items ?
Some items will be in Pre-Order for special promotions and New Arrivals
Pre Order Dispatch Time
Will be displayed in Product Page with estimated dispatch time
Pre Order Delivery
Estimated Duration will be on Particular product page.
Delivery Terms for Pre Order Purchase with Regular Item
All items will dispatch together with Pre Order item. If need the regular item faster, please checkout separately.