Shipping your order
We ship fast and we ship free on all orders over $50 in Australia. All orders placed before 1pm are booked to ship the same day and our couriers will pick up Monday to Friday. Orders are picked packed and shipped using a priority service. Priority means your order is picked, packed and shipped using the fastest standard carrier we can find. It's fast and gets out the door on the first truck available, no waiting. Our aim is to get it in your hands as fast as possible.
If you need it extra fast please choose the Express option. Other options we have include a same day Melbourne Metro delivery service for all size items Monday to Saturday.
We have Same Day Delivery Options in Melbourne. Over $500 its FREE strictly within 30km range of the store. Outside 30km charges apply. Someone needs to be at address to accept delivery, it cannot be left at door. Exclusions sometimes do apply on same day delivery including electric bikes sorry.
For all oversize packages that are over 1 meter long, we will ship to you via a courier company. All couriers require a delivery address (not a PO Box) and a signature is required on delivery, so please provide an address where someone will be available to sign for the package.
In some cases certain Courier companies use pick up points like a local news agent that act as drop off points for your items in the instance no one is able to sign for you. You will receive an email/SMS when the package is picked up from us with a tracking number so you can keep an eye on your package every step of the way. No matter what option our aim is to get you your new gear as soon as possible!
How long does it take for my new stuff to get to me?
We know your frothing for your new stuff. Shipping time can vary depending on where you are and what the package is. All orders are shipped via road express unless you select the Express option. Here are some general guidelines for deliveries. Please add some time for more rural areas:
Melbourne: 1 to 3 business days
NSW: 2 to 4 business days
QLD: 3 to 5 business days
SA: 2 to 3 business days
WA: 5 to 8
ACT: 2 to 3 business days
NT: 7 to 10 business days
TAS: 3 to 4 business days
Note: During Boxing Day Week and over the New Years Eve/Day period shipping can experience 24 to 48 hour delays due to volume as well as Courier interruptions.
Do you ship internationally?
Yes we do. When you place your order and enter your shipping details your shipping will be calculated. Please be aware that this cost is for the shipping only and may not include and duty or import taxes the country of destination may apply. Please be aware of the destination countries import, custom's and duty process's as any additional cost's or delay's will be the receivers responsibility.
Priority New Zealand Shipping - 3 - 4 business days for most packages.
Note there is some restrictions on certain brands and products that we cannot ship outside of Australia including all electric vehicles.
What happens if my order does not arrive?
If for some reason your order has not arrived start off by using the tracking number we emailed or SMS'd you and see if you can find out where it is. If this does not work please email info@twelveboardstore.com.au or call 03 9421 2293 and speak to our customer service line and we will get on it for you. Our biggest priority is you and your new gear, we will get it to you.
Can I Cancel An Order?
Now why would you want to do that? Of course you can. Let us know as soon as possible. If the order has shipped already you will have to pick up the postage cost to have it returned to us plus a $25 restocking fee comes out of your refund to cover our initial shipping and handling costs or 5% or $5 on pickup orders whichever is more. We hope this does not happen so make sure you choose wisely.
What If I Receive The Wrong Item?
We hope this never happens but if it does let us know right away and we will get the correct items out to you and organize the item's sent in error returned to us. Easy. Keep in mind item's need to be returned unused and with tags intact or we cannot accept them back.
