Shipping & Returns

Despatch

We’ll send you an email as soon as your product has been despatched from our warehouse.
We aim to ship within 5 days of receiving your order. In busy periods, such as the lead up to Christmas, shipping may take a little longer.

Drop-Shipping – Occasionally products will be shipped to you straight from our supplier.

Freight Services – Aramex (formerly Fastway), Toll & Toll Priority. Geelong Express, Couriers Please, TNT & Australia Post available upon request.

Delivery

Where a tracking number is available, this will be provided to you so that you have as much visibility as possible
Metro – You should receive within 5 days.
Regional – Australia is a very big country and the exact shipping time will depend on your location. BBWVIS Group only uses highly professional freight companies to expedite prompt delivery. Unfortunately, in some extreme situation’s delivery can take up to 10 days from despatch to arrive.

Note that a number of the products sold on this website are considered “Dangerous Goods” (eg: adhesives & lubricants) and cannot be sent via air and therefore will need to be shipped via road freight.

If you have placed an order during a particularly busy period (eg: Christmas) or during a holiday period then this may delay the delivery.

If you wish to return a product for any reason, please contact the team at BBWVIS Group prior to returning the item. DO NOT ship prior to contacting the team to ensure that you are able to return the product and that the return, where approved, is processed promptly for you.

Free Freight

Orders over $199.00 (inc. GST) will be shipped free to Metropolitan Adelaide, Brisbane, Melbourne, Perth & Sydney, except where the goods are:

Bulky (eg: an adult elephant); or
Heavy (eg: a baby elephant); or
Dangerous Goods (eg: a Ninja)

Orders under $199.00 (inc. GST)will be charged freight according to the freight calculator on the Checkout page. Freight is automatically calculated based on the size & weight of the products ordered.

Faulty or Damaged goods

If you have received a product in a damaged or faulty condition, please contact the team at customerservice@bbwvisgroup.com.au or 03 5221 4300 with details of the fault or damage.

Change of Mind

We understand that occasionally customers buy products which turn out not to suit their needs. In this case we will attempt to facilitate the return or exchange for you.

Note that the following conditions apply:
a. All return requests for “Change of Mind” must be made within 30 Days of purchasing the product;
b. The product must be in its original condition, unopened in its original packaging, undamaged and complete with all parts.
c. Original shipping costs will not be refunded;
d. The cost of returning the product(s) to BBWVIS Group will be borne by the customer (BBWVIS Group may be able to assist with facilitating freight services where required);
i. If you made your purchase using PayPal you may be eligible to have your shipping costs refunded. Find out more by clicking here
e. If you elect to swap the product (eg for an alternative brand) then you will need to pay for the return freight of the replacement product;
f. A minimum restocking fee of 10% of the product value will apply to all returns. On occasion, due to higher costs, a restocking fee up to 30% may apply. You will be advised of any restocking fee over 10% prior to returning the product to us so that you can make an informed decision whether to keep or return the product(s);
g. Some items may not be returned, such as:
   i. Items which have been manufactured, altered, modified or special ordered for a customer;
   ii. Perishable goods such as food and magazines;
   iii. Hazardous materials or flammable liquids or gases;
   iv. Gift Cards/Vouchers
h. All products must be returned to BBWVIS Group within 14 Days of receiving authorisation to return.

If you wish to return a product to the BBWVIS Group, please contact the team via customerservice@bbwvisgroup.com.au or 03 5221 4300.

Guarantees & Warranties

If you have bought a product from BBWVIS Group which is covered by a Guarantee or Warranty and you believe you have a claim, please contact the team via customerservice@bbwvisgroup.com.au or 03 5221 4300.

DO NOT send it to the manufacturer.