We're sorry to hear your order hasn't arrived yet. Delivery timeframes can vary depending on your location and the shipping method selected. Standard shipping typically takes 2 - 5 business days, while express shipping is usually next business day for most metro areas. If your tracking hasn't updated or your parcel appears delayed, please contact us with your order number and we'll lodge an enquiry with Australia Post on your behalf. Please note that once a parcel is lodged with Australia Post, delivery is in their hands, but we will do everything we can to help track it down.
You can check your order status by logging into your account on our website. Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this tracking number on the Australia Post website to monitor your delivery. If you haven't received a tracking number or your order still shows as 'processing' after 2 business days, please contact us with your order number and we'll look into it for you.
Tracking numbers can sometimes take up to 24 hours to become active after a shipping label is created. If your tracking number still isn't updating after that time, it's possible there has been a delay in the parcel being scanned into the Australia Post network. Please contact us with your order number and we'll investigate and follow up with Australia Post on your behalf.
We're sorry your express delivery didn't arrive as expected. While we dispatch express orders promptly, Australia Post's next-business-day guarantee applies to most metro areas but is not always guaranteed for regional or remote locations. If your parcel is delayed beyond the expected timeframe, please contact us with your order number and we will follow up with Australia Post. We'll do our best to resolve the situation, which may include lodging a formal enquiry or, in cases of significant delay, discussing options with you.
If your parcel was delivered to an incorrect address or has been returned to sender, please contact us as soon as possible with your order number and correct delivery address. If the parcel has been returned to us, we will arrange to reship it to your correct address. Additional shipping charges will apply for reshipping. If it was delivered to a wrong address through our error, we will resolve this at no additional cost to you.
We're sorry to hear this has happened. If Australia Post shows your parcel as delivered but you haven't received it, we recommend first checking with neighbours, household members, or any safe drop location near your property. If you still can't locate it, please contact us with your order number and we'll lodge a formal investigation with Australia Post on your behalf. Please note that investigations can take several business days, but we'll keep you updated throughout the process.
We're really sorry to hear your parcel has been lost. Once Australia Post has formally confirmed the parcel cannot be located following an investigation, we will arrange to send you a replacement order. Please contact us with your order number and any correspondence from Australia Post confirming the loss, and we'll get this sorted for you as quickly as possible.
If your order hasn't been dispatched yet, we may be able to update your delivery address. Please contact us as soon as possible with your order number and the correct delivery address. Once an order has been shipped, we are unable to redirect it, so it's important to get in touch quickly. If your parcel has already been dispatched, you may be able to redirect it using the Australia Post app if you have an account with them.
Yes, in many cases we can add delivery notes to your order before it is dispatched. Please contact us as soon as possible after placing your order with your order number and the instructions you'd like included. While we'll do our best to pass these on, please note that delivery instructions are not always guaranteed to be followed by the carrier.
If you need to cancel your order, please contact us as soon as possible with your order number. We can cancel orders that have not yet been dispatched. If your order has already been shipped, you'll need to wait for it to arrive and then follow our returns process. Refunds for cancelled orders will be processed to your original payment method within 2 - 5 business days.
We'll do our best to accommodate changes to your order, but this is only possible if your order hasn't been dispatched yet. Please contact us as soon as possible with your order number and details of the change you'd like to make (e.g. different product, size, or quantity). If your order has already been shipped, you will need to wait for delivery and then proceed with a return or exchange.
If you've ordered the wrong product, please contact us as soon as possible. If the order hasn't been dispatched, we may be able to swap it out before shipping. If it has already been sent, you'll need to return the incorrect item and we'll arrange the correct one for you. Please refer to our returns policy for more information on how to return items. Postage for the return may be at your expense if the incorrect order was due to a customer error.
If your order hasn't been dispatched yet, we'll do our best to update the specifications for you. Please contact us as soon as possible with your order number and the changes you need. For bulk or quoted orders, please reach out to your contact at Core Connect Aust directly.
We want you to be happy with your purchase. If you need to return an item, please contact us first with your order number and the reason for the return. We'll provide you with return instructions. Items should be returned in their original condition and packaging where possible. Once we receive and inspect the returned item, we'll process your refund or replacement. Please note that return postage costs may be at the customer's expense for change-of-mind returns.
Yes, if a product you received is faulty or not functioning as expected, you are entitled to a return, replacement, or refund under our warranty policy and Australian Consumer Law. Please contact us with your order number and a description of the issue (and photos or video if possible). We may ask you to try a few troubleshooting steps first to confirm the fault. Once confirmed, we'll arrange a return and replacement or refund as appropriate.
If you received a product that is incompatible with your device, please contact us with your order number and details of the incompatibility. If the wrong product was sent by us, we'll cover the return shipping and send the correct item at no charge. If the product was ordered incorrectly, standard change-of-mind return conditions apply. We recommend checking product specifications carefully before purchasing, and feel free to contact us before buying if you're unsure about compatibility.
Yes, we accept change-of-mind returns for unused products in their original condition and packaging. Please contact us within 30 days of receiving your order to initiate a return. Return postage is at the customer's expense for change-of-mind returns, and a refund will be issued once we receive and inspect the item. Please note that some conditions may apply.
We take product accuracy very seriously. If you believe the product you received does not match its description or advertising, please contact us with your order number and specific details about the discrepancy. Under Australian Consumer Law, you are entitled to a remedy if a product is not as described. We'll review your case and arrange a return, replacement, or refund as appropriate.
Once we have received and inspected your returned item, refunds are typically processed within 2 - 3 business days. The time it takes for the refund to appear in your account will depend on your payment method and financial institution. PayPal refunds usually appear within 1–3 business days, while card refunds may take up to 5 business days. If you haven't received your refund after this time, please contact us with your order number and we'll look into it.
If you've returned your item and haven't received a refund yet, please contact us with your order number and return tracking details so we can confirm receipt of the item. Once confirmed, we'll process your refund promptly. If the return has already been received and the refund is overdue, we apologise for the delay and will prioritise resolving it for you.
