- Order Status
We have not received payment or a notification of payment.
We have been informed of your payment and are preparing your order. At this stage, we still have not received your payment. Although your order is prepared and will be shipped as soon as the payment has been received.
Payment Received / Awaiting Fulfilment:
Your payment has been received and we are working on preparing your order and having it shipped at the next available cycle.
This is as far as your order can progress outside of business hours, as we need to physically pick your order to proceed to the next step.
Your order has been prepared and will be shipped in the next available cycle. This is a placeholder for orders that were received to late to be shipped on that particular day.
Your order has been prepared and will be shipped in the next available cycle. This is generally the same day if you receive this status update before 12pm for Air and 1pm for road freight.
Your order has been shipped, please check your email for a separate email from the courier that will include your tracking details. Please check all spam/junk folders before contacting us regarding tracking details.
If you have received a "Shipped" email, your order has physically been picked up by the courier and is en route to its destination, we mark orders as shipped after they have been collected by the courier, which is generally around 5-6pm.
If you have received this order status, please check your shipping address for any errors and provide us with your "Full" address. The supplied address must be exact or we cannot create a shipping label, if the suburb and postcode, street address and suburb etc. do not match we cannot create a shipping label.
Orders will NOT be shipped until the correct details are provided.
Simply email us the missing details or full address so we can process your order. Suburb and Postcode must match otherwise we are unable to create a shipping label.
Do NOT create a new order with the correct details, simply email us the correct details for the original order so we can process your order.
THE TWO MOST COMMON ERRORS ARE: NO "SUBURB" SUPPLIED ONLY CITY AND POSTCODE AND SUBURB DO NOT MATCH.
Common errors are;
- Suburb and postcode do not match.
- Street address is not in the suburb supplied.
- Wrong state listed.
- Wrong town/suburb supplied. (Do not list the next closest town/suburb)
- No street type listed. You must list if your address is a street, avenue or court etc.
- No Street or unit number listed.
- City listed instead of suburb, exact suburb must be used.
- No name supplied.
**If you have received this update outside of business hours, it will not be updated again until we are open for trading.**
Exception - Please contact us:
There is something we must discuss with you in regards to your order.
We have been trying to contact you in regards to your order by email and phone and have had no success.
Please check your emails for the issue and respond as required. (Please also check your spam/junk folder if you can not find our emails)
If you have received this order status we have received less the total amount owing, please double check your payment amount and pay the difference.
Orders will not be shipped until we have received the full amount of the order total, including products, taxes and shipping.
This includes selecting an incorrect shipping method that excludes certain deliveries or modifying your address to match a cheaper delivery zone. Including "Flat Rate ("Excludes" PO Boxes / Parcel Lockers)".
Proof of Age Required:
If you have received a "Proof of Age Required" email, this indicates your order has been flagged for the customer to provide proof of age, we can only accept government issued forms of identification. The ID details 'MUST' match the order.
Yes we have the right to request proof of age, in fact it is our job to make sure we keep minors away from our products. You will receive no sympathy from our staff members if you are underage, you are placing the business and the jobs of our employees at risk.
If your order status is "Manual Verification Required" you will need to send us a copy of government issued form of ID proving you are over the age of 18. Your order will not be processed until we have received your ID. Please see our Terms and conditions section 19.9 and 19.10 for further details.
Once we have requested "proof of age" it is compulsory to provide us with this information to receive either your order or a refund, minus any administration fees that may be associated with the refund.
*Please note if you have paid or emailed your receipt and the status is still not updated, this is because we have to manually update the order status and this is only done during business hours.