Shipping & Returns

How much is shipping?

Back 2 Base-ix® Wargaming Products web store utilises a 'by location' shipping module. Registering with the site using your correct address will provide you with the exact shipping costs.

When do you process my order?

As soon as possible! Orders are processed and shipped routinely five days a week. Current PROCESSING TIMES can be found at the top of the website, written on the red banner. Please note that these are business days, i.e. Monday - Friday. This does not include weekends or public holidays. For example, if you purchase on a Monday, the 1st of the month, and the current processing times are stated as 1-3 business days, then your order is due to ship somewhere between Tuesday, the 2nd and Thursday, the 4th of the same month, provided there are no public holidays during that period.

Custom-made items, such as The Rack in your chosen acrylic colours, will usually take 2-4 EXTRA business days to ship, in addition to the shipping time shown at the top of the site, written on the red strip.

You will be notified by email of your order status. Other information, such as tracking links if appropriate, will also be available when viewing your order on the site. Please be sure to check your order history in your account when logged in.

Please note that selecting an Express shipping option does not reduce your order's processing time, nor does it move it to the front of the queue. However, it should reduce the time it takes to reach you once it has left me, compared to the non-express options.

Which postal service do you use?

Domestic shipments are handled by Australia Post. Sometimes Aramex.

What about international shipping?

International packages are sent with Australia Post International Delivery and will be handled by your own postal carrier once they land on your soil. There is an Express option at checkout that uses the same shipping provider.

Can I track my order?

Current shipping services provide tracking numbers for Australia Post Regular Post, Express Post, and Courier shipments to domestic customers. These numbers are included in your order details once lodged with the carrier.

International buyers, Australia Post International Mail shipments can be tracked online. Details will be provided in your purchase history. The tracking number supplied will also work with your local shipping provider once the parcel has been scanned in on your soil.

And import taxes?

If you live outside Australia, you may be subject to import taxes or customs duties. We are afraid we are not responsible for any of these charges, and we suggest you contact your local customs office to determine which, if any, charges you may be liable for. Please don't ask us to doctor any Customs Declaration stickers on your package - it is against the law to provide false information.

How well will you pack my order?

Your order will be packed securely; nearly all items will be sent in shipping cartons, wrapped in sufficient protective materials. Having sent many parcels worldwide, items always arrive intact.

Can I get my order insured?

Yes. Insurance is available for most countries. Don't hesitate to get in touch with me for a quote if this is what you require.

What if I have given incorrect/insufficient address details and my shipment is 'Returned To Sender'?

Once the parcel is returned (as shown in the tracking history and confirmed to you by email), we will inspect the items. If anything needs to be replaced before shipping to your correct details, due to travel damage, we will replace it free of charge and repackage the entire order.

To have the parcel sent a second time, however, we will require a second payment for those postage costs. Even if your first delivery attempt was free, we will let you know what the second delivery charge will be. The costs will be communicated to you, along with how to make payment, as it will be made through your existing purchase on the site.

Should you decide to cancel your order instead of having it shipped a second time due to insufficient/incorrect address details provided at the time of purchase, you will be refunded. But this refund will be minus the shipping costs on your purchase order, and/or the shipping charges incurred due to 'free delivery' being offered to you when the purchase was made.

Please ensure your shipping address is entered correctly to avoid additional charges.

What if my order is lost in the delivery network?

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 -  please let me know and I will organise replacement items immediately. This is provided free of charge, but please note that I cannot arrange refunds; only replacement items are available. However, very few packages actually go missing. 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 me regarding lost items and I have sent replacements, I must ensure that any further orders you place with us are sent using 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 get in touch before making further purchases if you have experience with missing parcels in the past. Your order will not be processed unless insurance is taken out in these circumstances.

What if my order is damaged?

Should your parcel arrive damaged, please take immediate photographic evidence. Photos should include the state of the parcel when you received it (before opening, displayed unopened and unpacked) and also the damaged contents themselves (once opened and unpacked), with all images clearly showing the damage (some close-ups may be necessary). This evidence will be forwarded to the Shipping Authority when making a claim against the service.

Before returning any item, please message me first, as I may be able to organise replacement parts immediately while I oversee any compensation claim in the interim. If a return is required, as stated at the time of communication, please return the damaged goods, and we will organise replacement items once they are received and inspected. This will cost you nothing extra and is free if the postal service is deemed at fault for the damage to your goods.

Can I return an order?

Yes, you can return any item within 30 days of receipt and receive a full refund, as long as it is unopened and undamaged. Defective items, such as a miscut, may also be returned for a full refund.

How soon can I get a refund?

Your returned items will be refunded within 24 hours of receipt, provided they are unopened and undamaged. Defective items will be opened for inspection, but must be returned in their original packaging as best as possible.

What about the postage I paid?

Postage refunds apply only to defective items, not simply because you have changed your mind about a purchase. I can refund any postage you paid to return a defective item to me, and I will refund the postage you paid to send the defective item initially.

In all questions above, any item returned as 'defective' or 'damaged' shall be deemed defective by me, not the buyer. Refund will be pending the outcome of this determination.