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 our 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 be shipped on top of those found at the top of our site, written on the red strip.

You will be informed by email 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.

Please note that selecting an Express shipping option does not decrease the processing time for your order, nor does it push your order further along or to the front of the queue. However, it should decrease the travel time it takes to get to you once it has left us when compared to the non-express options..

Which postal service do you use?

Our domestic shipments are handled by Australia Post.

What about international shipping?

We send international packages by Australia Post International Delivery. There is also an Express option at checkout, also using the same shipping provider.

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, 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 establish what charges, if any, 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 as well as possible; nearly all items will be sent in shipping cartons, wrapped in sufficient protective materials. Having sent many parcels all around the world, items always arrive intact.

Can I get my order insured?

Yes. Insurance is available for most countries that we ship to. Please contact us 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 to us (as seen by the tracking history and confirmed by our staff to you) we will inspect the items. If anything needs replacing 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 travelled with free postage, we will let you know what the second delivery charge will be. We will communicate with you what those costs are and how to make payment, as it will be done through your existing purchase on our site.

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

Please ensure that your shipping address details are entered correctly to avoid incurring additional charges.

What if my order has become lost within 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 us know and we will organise replacement items immediately. This is provided free of charge, but please note that we cannot arrange refunds; only replacement items are available. Very few packages actually go missing, however. 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 replacements, we 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 with us before making further purchases with us if you have experience with 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 arrive damaged, please take photographic evidence immediately. 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 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 the 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 to your goods.

Can I return an order?

Yes, you can return any item to us whenever you wish - within 30 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 miscut item, for a full refund.

How soon can 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 we will refund the postage you paid to send the defective item initially.

In all questions above, any item returned as a 'defective' or 'damaged' item shall be determined to be defective by us and not the buyer. Refund will be pending the outcome of this determination.