Ship & Returns
How much is shipping?
Back 2 Base-ix® Wargaming Products web store utilizes a shipping quote option that you can use before registering with the site and placing an official order. Simply browse the store as a guest, place your tentative items into your cart, and put your country and postcode at the first stage of checkout to get your shipping quote. You can even see what your total weight currently is, and also how much room you have left before postage prices will increase, a great way to maximize your purchasing power.
When do you process my order?
As soon as possible! Orders are processed and shipped routinely 5 days a week. Generally speaking your order will be out the door within 2 business days of payment being received, if not, earlier. Items that are custom made, such as The Rack or Grab & Go Workstation in your chosen acrylic colours will usually take 2-4 business days to have shipped.
You will be informed by e-mail as to what your order status is. Other information like tracking links if appropriate will also be supplied. You can also check your order history in 'My Account' when logged in.
How long will my order take to reach me?
In our experience items sent within Australia will take 1-3 business days to reach their destinations. Items sent overseas will usually take 3-15 business days to reach their destinations. Both of these times depend on postage service selected and where in the world you live. Please note that customs in some countries are renowned for being a slow on the upstart, and we have seen some deliveries take as long as eight weeks.
Which postal service do you use?
We use Australia Post for all our domestic shipments as well as International.
DHL Express Couriers is an option for International buyers only. Faster and trackable it is the recommend service.
What class of post do you use?
Regular Mail & Express Post for domestic deliveries.
What about international shipping?
We send international packages by Airmail (7-15 business day delivery time), unless you select International Registered Post which is an upgraded and signed for delivery. Both services are always First Class.
DHL Express Courier is another option, a premium class of shipping for our international buyers, best used when signifcant weight is being shipped (I.E approximately 3kgs or more). It's trackable with a 3 to 5 business day delivery time. Our email correspondence to you will give you all the necessary details to track your parcel via the internet once lodgement with TNT is complete.
Can I track my order?
Current Australia Post services allow us to supply a tracking number for Regular Post and Express Post shipments to our domestic customers by utilising the Satchel format.
Bigger, bulkier items (such as High Density Foam Sheeting) that simply don't fit into these satchels, travelling in their own packaging, wont be able to be tracked if you select Regular Mail. But parcels this large rarely become lost, if ever. If Express Post is selected for these larger items, they can still be tracked online due to the affixed labelling.
Satchels will be utilised where ever we can, up to 5kg worth of weight.
For our International buyers DHL Express shipments can be tracked online. While International Registered Post parcels with Australia Post can not be tracked, the information recorded allows us to inform you when the shipment has left Australia. The same information can be used by you, to find out when it has landed in your country. A simple call to your local postal service with the information we supply you via email will give you peace of mind.
And import taxes?
If you live outside Australia you may be subject to import taxes or customs duty. We are afraid we are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges, if any, you may be liable for. Please don't ask us to doctor the CN22 Customs Declaration sticker on your package - it is against the law to provide false information!
How well will you pack my order?
Your order will be packed as well as we can possibly do so; most items will be sent in a padded bag, wrapped in good amounts of bubble wrap, or even boxed. Having sent many parcels all around the world, items always arrive intact.
Of course, if the relative postal service wishes to stamp or crush your package, I'm afraid there is very little we can do about it - which is why we recommend you take out Express or International Registered delivery.
Can I get my order insured?
Yes. Insurance is available to most countries around the world. Please contact us for a quote if this is what you require.
What if I don't receive my order?
If you don't receive your items within twenty-eight days of dispatch notification (or two calendar months if you live outside Australia) - i.e., the date mentioned on the Items Dispatched e-mail - and you haven't chosen recorded delivery, please let us know and we will organise replacement items immediately. This is totally free of charge but please note we cannot arrange a refund, only replacement items. It is our experience that very few packages actually go missing, however, and usually a quick call to your local post sorting office and/or customs office will magically produce a package that has been waiting for you.
Once you have contacted us regarding lost items and we have sent out replacements, we must ensure any further orders you place with us will be sent using recorded and insured delivery. This will need to be added to your shopping basket, but you will have to pay for this extra cost of course. Please contact us prior to making further purchases with us if you have experience missing parcels in the past. We will not process your order unless insurance is taken out in these circumstances.
If you have chosen to use express, registered or insured delivery, please contact us and we will find out what has happened to your item using the tracking number(s) we have been supplied by Australia Post.
What if my order is damaged?
Should your parcel arrived damaged please take photographic evidence immediately. Photos should include the state you received your parcel (prior to opening, displayed unopened and unpacked) and also the damaged contents themselves (once opened and unpacked), all images showing the damage clearly (some close ups may be needed). This evidence will be forwarded to our own Australia Post Authority when making a claim against the service. Please return the damaged goods to us and we will organise replacement items as soon as we receive and inspect them. This will cost you nothing extra and is totally free of charge should the postal service be deemed at fault for the damage of your goods.
Can I return an order?
Yes, you can return any item to us whenever you wish - within 7 days of being received - and your items will be refunded for the full amount, as long as they are unopened and undamaged. Defective items may also be returned, such as a miscast item for a full refund also.
How soon do I get a refund?
Your returned items will be refunded within 24 hours after we receive them as long as they are unopened and undamaged. Defective items may have been opened for inspection, but must be returned in their original packaging as best as possible.
What about the postage I paid?
Postage refunds only apply to defective items, not simply because you have changed your mind on a purchase. We can refund any postage you paid to return a defective item to us, and will we refund the postage you paid to send the defective item originally.
In all questions above any item returned as a 'defected' or 'damaged' item shall be determined to be defective by us and not the buyer. Refund will be pending the outcome of this determination.
