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When will my order be despatched?
Every product has a “processing time”. For example, if a product indicates a processing time of 2 – 3, then it will take us 2 – 3 business days to pack your order and hand it over to Australia Post or other courier companies. This does not include the delivery period when the item will reach you.Orders placed before 11 am AEST on a business day are despatched onthe same day for all items with 1 – 2 days processing time. Orders placed on Saturday and Sunday will be despatched on Monday.
What is your turnaround time for personalised item?
We usually take 2 – 3 business days to make them depending on the print
run queue.
How much do you charge for delivery?
Delivery within Australia is made via regular post for a flat fee of $8.95 and
express post for a flat fee of $$12.95 Australia. So regardless of the size of
your order, location and amount spent on our website, you are only paying
one standard postage fee per order. Free delivery applies for orders above
$80.
Do you do click and collect? Can I pick up my order from your warehouse?
We don’t do click and collect at the moment. Sorry!
Can you gift wrap my order?
We don’t offer gift wrapping service at this point. Sorry!
Do you include the price tag and invoice in my order?
We do not include invoices in our order (it is sent as an attachment in the confirmation email) and our items do not have a price tag on them. So don’t worry, if you’re sending someone a gift, they will not see the price tag or invoice.
How do I cancel or change my order?
You may cancel or change details of your order as long as your order has not been despatched. Note that most orders made before 11am will be despatched on the same day except for Saturday and Sunday. Simply give us a call or send us an email to let us know the changes. But once your order has been despatched, we will not be able to cancel or change the order but items can still be returned to us based on our return policy.
What is your refund / exchange / warranty policy?
Please refer to our Returns Policy
How do I use a voucher / promo code?
Most of our promo codes have an expiry date. Expired promo codes will not work. Please make sure that the promo code is active before using it. Upon check out there will be a promo code bar that you can insert the code in. Then press OK to apply the discount.
What forms of payment does SimplyStick accept?
We accept Visa, MasterCard, American Express, Paypal, Google Pay, Afterpay and Klarna.
What's next after I've placed my order?
Once you've placed your order, you'll receive an e-mail confirming your order details along with your tax invoice as an attachment. Once your order has been processed, depending on the "processing time" of each product, we will then pick, pack and despatch your items. Once the order has been despatched, you will receive another email from us with the parcel tracking number.
When will my order be despatched?
Every product has an estimated processing time. For example, if a product indicates a processing time of 2 – 3 then it will take us 2 – 3 business days to pack your order and hand it over to Australia Post or other courier companies. This does not include the delivery period when the item will reach you. Orders placed before 11:30 AM on a business day are dispatched on the same day for all items with 1 – 2 days processing time. Orders placed on Saturday and Sunday will be despatched on Monday.
Which postal service do you use?
We mainly use Australia Post as our main despatch method. We also use Courier Please, Star Track, IPEC Toll, Fast Way and other courier companies.
How much do you charge for delivery?
Delivery within Australia is made via regular post for a flat fee of $8.95 and express post for a flat fee of $$12.95 Australia. So regardless of the size of your order, location and amount spent on our website, you are only paying one standard postage fee per order. Free delivery applies for orders above $80.
How do I track the status of my order?
Once your item's despatched, you will receive an email from us with a tracking link. Follow the link in the email to keep track of the delivery status.
Do you deliver to PO Boxes?
Yes, we do! However, if your order is being despatched via courier which requires a physical address, we will get in touch with you.
Must someone be present to receive my order?
It is not necessary for you or anyone else to be home to receive the parcel. You can make a request to give the authority to leave the parcel at a secure place if you’re not home. But by any chance, no one is home to attend to the parcel when the delivery was made and no authority to leave was given, the delivery driver would normally leave you a pickup card with options to pick up the parcel from your nearest post office or for a re- delivery.
I haven't received my items - What do I do now?
1. Check your email
The quickest way to track where your order is to follow the instructions in the delivery notification email we sent you. The link in the email will lead you to the Australia Post or other courier companies' websites. From there, you can see the status of your delivery. If you did not receive the delivery notification email from us after 3 business days, first check your junk mail or spam box. If it is still missing, feel free to give us a call or send us an email.
2. My tracking status is not updating.
If you have just received the delivery notification email, please give it up to 24 hours before it shows an active status. Sometimes statuses stay the same for 2 – 3 days especially when they are at a depot in your area, experience tells us that chances are, it is on its way to your designated address. But if your tracking status shows a stagnant status for longer than 5 business days, you can either give Australia Post or the courier company a call to get an update, or we can do that for you. Just give us a call or send us an email.
3. My estimated delivery timeframe has passed, and I still have nothing.
Hang tight and try to give an extra 2 – 3 working days after the timeframe for the parcel to turn up. Most of the time, it just turns up. But if it has gone beyond those extended timeframes, you can submit an enquiry with Australia Post using this link https://helpandsupport.auspost.com.au/s/missing-or-lost-item or call up the courier company. Otherwise, give us a call or send us an email so we can follow up instead.
Do you ship internationally?
Worldwide shipping is not available at the moment. We only deliver to Australian addresses.
Do you do click and collect? Can I pick up my order from your warehouse?
We don’t do click and collect at the moment. Sorry!
What is your refund / exchange / warranty policy?
Please refer to our Returns Policy
Do you accept change of mind returns?
Absolutely! If you are unhappy with your purchase or simply change your mind (with the exception of personalised items and personal hygiene-related items), you have up to 100 days from the day of your purchase to return the items for a refund of the price of the items. All we ask is that the items are in their original condition as received, unworn and unused.
My item arrived damaged / faulty / it’s a completely wrong item. What do I do?
We take extra care in packing our orders but sometimes mistakes or mishaps do happen. Just get in contact with us within 10 business days
(from the day you received your parcel) along with a photograph of the damaged item and we’ll either replace the item or give you your money
back. In some circumstances, we might need you to return the items to us but we will take care of the return postage fee.
What is your turnaround time for personalised item?
We usually take 2 – 3 business days to make them depending on the print run queue.
Can I change your template design?
In usual circumstances, we would say no. But we can accommodate some small tweaks if requested. Leave the request in your order comment when you place the order or get in contact with us to discuss it beforehand. Alternatively, head on to the Create My Own page to upload your own artwork for printing.
I made a mistake with my personalised order, can I amend it?
You should get in touch with us as soon as you realised that you have made a mistake. However, if the item has been printed or made, we will not be able to amend it. You will have to make a new order.
Can I return a personalised item?
We made the item just for you so we can’t accept a return if you simply change your mind. But if the item arrived damaged, faulty or completely different from what you ordered, we are happy to make a refund or replace it for you.
Is it safe to shop at SimplyStick?
When our order form asks users to enter sensitive information (such as credit card numbers), that information is encrypted and is protected with the highest level of encryption which is 128 BIT SSL Certificate Encryption. It's safe to shop with us.
What if I still feel insecure making an order over the internet; what other methods can I use to place an order?
You can place your order by calling us at 02 8607 1454 (Australia only) during working hours. (Monday - Friday 9am - 5pm).
Will you be able to access my credit card details after my purchase?
We do not store your credit card details on our server at all. All credit card information is being sent directly to our merchant facility to be processed and we do not have access to this information.
What other information does SimplyStick collect and store?
We only collect vital information like your name, contact number, email address and delivery address to help us process and fulfil your order. We do not disclose any of this information to anyone else. Your information is only shared with our delivery companies for the purpose of delivering your items.
I forgot my login password. How can I retrieve it?
You can retrieve or reset your password here and follow the instructions. www.simplystick.com.au/password-recovery