SHIPPING & RETURNS
SHIPPING POLICY
Thank you for visiting and shopping at Troopers’ Top Shelf. The following information sets out the terms and conditions that constitute our Shipping Policy.
Processing your order
An email confirmation is sent to your email address after placing your order. Please keep this e-mail as proof of your purchase.
Shipping processing times
Processing times refer to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 3-5 days. We will contact you for some reason if there are any delays.
Shipment locations
Domestic and International
Troopers’ Top Shelf ships domestically as well as internationally. If you have a question about domestic or international deliveries, please contact us at troopershockeybrisbane@gmail.com
Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstance may impact delivery times. Unless there are exceptional circumstance, we make every effort to fulfil your order.
Standard shipping
The order will arrive within 3-5 business days.
Standard shipping costs $15.
Please note:
Business day means Monday to Friday, except holidays.
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery and the items ordered.
Products may be delivered in separate shipments.
When placing your order, we consider these factors when calculating the Estimated Delivery Date:
Transit time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
Weight factor: Shipping costs are based on the weight of your order and the delivery method.
Due to Custom Jersey Orders, packages to and from our facility may be delayed. We appreciate your patience during this time.
We will not be responsible for wrong shipping address if you provide incorrect information.
In-store pickup dates vary based on product availability.
Tracking Options
Troopers Top Shelf aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a tracking number to track your package.
Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with a couple of delivery couriers. This will come with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements, we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.
International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s customs department. Troopers’ Top Shelf is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these changers and we work very closed with our carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs, or expenses associated with importing products you purchase from us and shipping them internationally.
Damages
If there is any damage to the packaging on delivery, contact us immediately at troopershockeybrisbane@gmail.com
Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. Troopers’ Top Shelf politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you can find it. If you haven’t located your orders, please contact us at troopershockeybrisbane@gmail.com to report missing or lost packages.
Questions
If you have any questions about the delivery and shipment of your order, please see our FAQ page at troopershockey.online/FAQ or contact us at troopershockeybrisbane@gmail.com.
RETURN & EXCHANGE POLICY
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at troopershockeybrisbane@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at troopershockeybrisbane@gmail.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.