Shipping and Returns
Note from Australia Post - Signature on Delivery service update
From 2 April 2017 all parcels will be delivered with Signature on Delivery with Authority to Leave. This means that you will still have to sign for parcels whenever you're home, but if you're not, and a safe place for the parcel is available, we'll leave it there so it's ready and waiting for you. We'll also take a photo of where we have left it as proof that your order has been delivered safely. If there's no safe place on the premises to leave a parcel, we'll leave a card as we normally would - and take the parcel to a nearby Post Office for you to pick up and sign for.
Should you have not received a return form with your order, please download it below as required.
1. Shipping Q & A
|Q.||I am overseas, can I purchase from Shark Leathers?|
|A.||We regularly send items to New Zealand. If you are from another Country please see our international shipping page for more information.|
|Q.||If I order today, when can I expect to receive my order?|
|A.||Once your payment is confirmed, please allow 24-48 hours for your order to be processed and dispatched (excluding weekends). Delivery time will depend upon your location but generally between 2-7 days is the expected delivery range.|
|Q.||If I order more than one product, do I have to pay for shipping on each of the items?|
|A.||We calculate shipping and handling costs by shipment. Your orders can come in one shipment or multiple shipments, depending on what is ordered. Generally your order should come in one shipment; however, this may cause delays if your products are backordered at the time you order them.|
|Q.||Do any items have a higher postage cost?|
|A.||Certain items have cost more to ship out because of the size / weight.|
2. DOA Returns
In the event that you receive a product that is not in working order, please notify Shark Leathers by email (email@example.com) and return the product within 7 days. Please ensure that the product you are returning has complete packaging and contents as originally supplied. Failure to report a DOA item within 7 days or return with incomplete packaging and contents as originally supplied will result in you not being able to claim the item as a DOA.
You must have your order number and a detailed fault description sheet must be sent together with all the returning goods.
3. Damaged / Incorrect Product
In the event that you receive a product that is either damaged or not the product you ordered, please notify Shark Leathers by e-mail at firstname.lastname@example.org as soon as possible, within 7 days of receipt of the product. You must have your order number. Once we have verified that there is a problem, you can return the goods to us for exchange/warranty. Please be aware that replacement of products that have suffered physical damage is at the discretion of the manufacturer.
4. Product Return
All goods sold by Shark Leathers come with Satisfaction Guarantee.
Goods under warranty cover will be replaced or repaired by the manufacturers. No refund can be provided under any circumstances.
Warrenty on 'high wear' items is strictly 3 months (ie. Gloves).
Shark Leathers is not responsible for the handling of most products’ warranty processes. Warrantees for individual parts we sell are provided by the manufacturers, not Shark Leathers
A large percentage of returned goods are found to be, not faulty. If the returned goods are determined by Shark Leathers to not be faulty, then all returning shipping fees will be worn by the customer. We will seek the permission from the customer to charge this cost to the customer’s credit card where possible. Failing this, the goods will be sent back by Australia Post COD freight collected.
All warrantees are voided if returned product is found in any way to be mishandled, misinstalled, modified, tampered, abused, physically damaged or used under wrong voltage etc.
Please attach a copy of the original invoice or provide the original invoice number. A detailed fault description sheet must be sent together with all the returning warranty goods.
Customer is responsible for proper packaging of RA returns. All warranties will be void on items that are insufficiently or inaccurately packaged. Customer is responsible for all the shipping charges associated with returning the defective merchandise. If any item(s) returned for warranty claim is determined to be physically damaged, the item(s) will be returned to the customer as is.
Customer is responsible for any shipping and insurance cost involved in sending the warranty claim goods back to Shark Leathers. Shark Leathers is not responsible for any parcel missing in transit, on its return back to Shark Leathers Online.
Product(s) discontinued by manufacturer(s) shall be upgraded to a similar product or a credit will be given at the current market value or the purchase price whichever is lower.
Under no circumstance can we accept a return or exchange any Helmet that leaves our store. We cannot guarantee the integrity of a Helmet once it leaves our store, so please choose carefully. This includes but is not limited to:
- Incorrect choice of size, colour or style
- Have changed your mind
- Damage of the product by not following the instructions or misusing the product
6. Warranty Turnaround Time
Turnaround time for warranty claims largely depends on the suppliers or the distributors. We will try our best to speed up the process. Please understand the time involved for a warranty claim will include: shipping back to the supplier, supplier’s own test and replacement/repair, and the shipping back to us.
We do not provide advance replacement under any circumstances. Please keep this in mind when you place your order. Shark Leathers is not responsible for any losses resulting from the time it takes to have the faulty item replaced or repaired.
Customers who send back goods for simple 'change of mind' or any exchange will be issued an online credit note for the value of the item purchased, minus postage cost and $20 restocking fee. It is up to the customer to ensure they have read the description of products and understand what they are purchasing prior to placing an order.
PRE ORDER AND SALE ITEMS: Should you want to exchange a Pre Order or Sale item, please note that the difference in price will be required should the sale have ended.
7 B. Why a credit voucher and not a straight exchange?
Due to the nature of our business, sizes and colours may not always be available therefore we issue a “Credit Voucher” so our customers can re-purchase the item in the correct size/colour. If the item is unavailable this also gives our customer the option to purchase a different item or wait for stock to arrive.
8. International Tax and Duty
Orders placed outside Australia may be subject to the relevant taxes and duties applicable to the jurisdiction from which the order was placed. Although it doesn't happen often, should Customs or associated Government body require additional payment to release goods, all payments will be worn by the customer and any additional costs associated with importation of the goods.
9. What is Postage Insurance and do I need it?
When choosing your Shipping Method at Checkout, you will have the option of purchasing Postage Insurance for $10. Postage Insurance ensures that should one of our delivery companies (Australia Post or FastWay Couriers) deem your parcel to be Lost In Transit, we can replace the item for you at no additional charge.
Shark Leathers will not accept accountability for ANY lost, damaged, or stolen goods.
Please note that orders with Free Shipping do not include postage insurance.
10. Clearance Items
There are strictly no returns on clearance items. These items are usually end of line or discontinued stock.