Shipping & Returns
How much is shipping?
Back 2 Base-ix® Wargaming Products web store utilises a 'by location' shipping module. So registering with the site with your correct address will give exact shipping costs.
When do you process my order?
As soon as possible! Orders are processed and shipped routinely five days a week. Generally speaking, your order will be out the door within 2-4 business days of payment being received. Should there be any delays, current PROCESSING TIMES can be found at the top of our main home page, written on the blue banner.
Items that are custom made, such as The Rack in your chosen acrylic colours will usually take 2-4 EXTRA business days to have shipped on top of those found at the top of our main home page, written on the blue strip.
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 when looking at your order on our site. Please be sure to check your order history in 'My Account' when logged in.
Which postal service do you use?
The majority of our domestic shipments are handled with Aramex Couriers. These will require a signature upon delivery. Sometimes we may use either Courier Please and Startrack Express, to better serve your location. Australia Post may also be used, but typically as a last resort.
What about international shipping?
We send international packages by DHL Global Mail (5-12 business day travel time, with 'signed for' delivery) or Australia Post International Delivery, at our discretion, as to which option serves your country best.
Can I track my order?
Current shipping services allow us to supply a tracking number for Australia Post Regular Post, Express Post and Courier shipments to our domestic customers.
For our International buyers, DHL Global Mail and Australia Post International Mail shipments can be tracked online. Details will be provided in your purchase history.
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; nearly all will be sent in shipping cartons, wrapped in good amounts of protective materials. Having sent many parcels all around the world, items always arrive intact.
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 - 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 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.
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 Shipping Authority when making a claim against the service.
Before returning any item, please message us first as we may be able to organise replacement parts immediately while we oversee any compensation claim in the interim. If a return is required, as stated by us at time of communication, 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.
