Shipping Policy

Shipping Policy

HERO GEAR is located in Jindabyne, NSW, 2627, Australia. 

We keep all items in stock here in Jindabyne. We DO NOT drop ship using other companies or from other countries. We DO NOT have shops or other pick up points anywhere else.

We include Free Standard Postage in the cost of the item to Australian Addresses (via Australia Post).

Note: We require up to 1 Business day handling time. That means SAME DAY or NEXT DAY shipping, depending on when we go to the Post Office - which is generally ONCE a day.

We also run a busy Video Production business, so need to manage postage times around those commitments.

If you make your purchase after we have left the office for the day, then it will go with the next days run.

Most days any purchase made before 8.00am will be Posted the SAME DAY but we CAN NOT guarantee SAME DAY postage after that. We need time to process and pack orders.

The majority of customers report being very happy with the speed of delivery of their purchases.

However, it is important to be aware of the following:

Simply adding a note that you require your items ASAP, will not help it get to you any quicker.

Standard Postage normally takes 3-6 business days to NSW, Victoria, ACT, Tasmania & Queensland. Other states and territories MAY take longer due to the extra distance.

Also peak periods such as around Public Holidays, especially Christmas, can take even longer again due to increased loads. Australia Post is closed weekends, Public holidays and at least one Industry Holiday, usually taken just before OR after the New Years closures.

If you need your item/s quickly, such as going overseas, on holidays, etc,  and you have a deadline, we STRONGLY RECOMMEND using the EXPRESS Post option in the cart. EXPRESS POST normally takes 1-2 business days if your address is in the Australia Post Express Post guarantee area - Check the Australia Post website for more details.

Note: Once we hand your item/s over the counter at the Post Office, we have NO CONTROL over how long it takes to deliver your item/s. Using EXPRESS POST is the best way to avoid disappointment.


TRACKING NUMBERS

A Tracking number is created for your item when it is packed but will not appear in the Australia Post System until after the item has been scanned by Australia Post AND we have submitted a manifest to Australia Post. That normally happens in the afternoon/evening AFTER your item is posted. NOTE: When that happens, you will receive an automatic notification email with your tracking number. You can check the progress of your delivery by going to www.auspost.com.au/track 

If no details are available when you check, please try again later. Updates on the whereabouts of your item are normally available after each scan point along the way.

International Shipping

We now also ship to International destinations on the majority of items in our store. Note: Some products cannot be shipped overseas and the option will NOT be available in your cart.

Free shipping is NOT included for International orders. You can obtain an estimate of shipping cost by entering your Country into the shipping estimation section.

We use International Pack and Track for overseas deliveries. You can get an estimate of how long it will take by going to the Australia Post website - https://auspost.com.au/parcels-mail/calculate-postage-delivery-times 

You will receive an automatic email with your tracking number after your item has been lodged.

AUTHORITY TO LEAVE/ SAFE DROP DISCLAIMER

Our default policy is that we require signatures for all parcels delivered by Australia Post. That is the safest way to ensure you receive the goods you have paid for. If you are NOT at home when the delivery driver attempts to deliver your parcel, they will leave a card for collection at your local Post Office, where a signature will be required and you mat also be required to show identification.

However it is possible to over-ride these requirements and provide an authority to leave the parcel even though nobody is home. This is also called "SAFE DROP". You can do this in one of 2 ways:

1) By enabling this option in your Australia Post My Post account. This requires you to accept responsibilty for any items left.

2) By adding delivery instructions, during checkout, to leave the parcel in a particular spot. These instructions are printed out on the postage label. These instructions allow the delivery driver to leave the package as requested.

WARNING: Due to the possibility that unattended deliveries can be STOLEN, we strongly advise against providing an Authority to leave and/or Safe Drop instructions. Please note that we will not take any responsibility for goods left in this way. We will NOT provide any replacements or Refunds for any losses incurred due to this being something that is completely out of our control.

Note: If when you check your tracking, it says that your item/s have been delivered but you have not received it, you can call Australia Post on 13 1118 and they can provide you with a Photograph of where the delivery was left. You can also lodge an enquiry into the missing delivery with Australia Post by going to their website.