Shipping Policy

Our order processing, dispatch and delivery timeframes are outlined below.

We operate from shipping locations across Melbourne, Sydney, Brisbane, Adelaide and Perth in Australia, as well as Auckland and Canterbury in New Zealand. Your order may be fulfilled from one or more locations depending on stock availability, product type and your delivery address. As a result, processing, dispatch and delivery times may vary.

Order Processing

Mon - Thu	Fri	Weekends & Public Holidays
8:30 AM - 5:00 PM	8:30 AM - 4:30 PM	Closed

Orders placed after 4:30 PM on Friday, on weekends or on public holidays will begin processing on the next business day.

What Does Order Processing Include?

Order processing involves more than preparing a parcel for collection by a courier. Before an order can be dispatched, our logistics team may need to complete several administrative and warehouse tasks, including:

• Payment verification and order approval.
• Confirming product availability.
• Allocating stock to your order.
• Determining the most suitable fulfilment location.
• Arranging stock transfers between warehouses or states where required.
• Coordinating stock held by suppliers.
• Picking and packing your order.
• Preparing shipping documentation and courier bookings.
• Completing final checks before dispatch.

These activities form part of the overall order processing timeframe. An order may therefore be actively progressing through our logistics system even if it has not yet received a courier tracking number or been marked as dispatched.

Order Dispatch

• Orders with stock on hand are generally processed and dispatched within 2 to 4 working days. Our shipping cut-off time is 1:30 PM AEST.
• Orders containing stock held by a supplier are generally dispatched within 1 to 3 weeks. If we expect dispatch to take longer than three weeks, our Customer Care team will contact you directly.

Stock Transfers and Fulfilment Locations

To achieve the fastest overall delivery, we may transfer stock between our locations or fulfil your order from a location other than the one closest to you. This can occasionally add time to the order processing and dispatch stage, but may result in a faster overall delivery to your address.

Our logistics team considers stock availability, warehouse location, courier services and the destination when determining how an order should be fulfilled. In some cases, waiting for an interstate stock transfer can provide a faster overall outcome than immediately dispatching the order using a slower delivery route.

If your order has not yet been dispatched within the expected timeframe, our logistics team may still be completing stock allocation, stock transfers, supplier coordination, picking, packing or other fulfilment tasks required to prepare your order for dispatch.

Our goal is to get your order to you as quickly and efficiently as possible, taking into account both processing time and the expected delivery time after dispatch.

Shipping Timeframes After Dispatch

Once your order has been dispatched and collected by the courier, the following delivery timeframes generally apply:

• Express Shipping: Typically delivered within 1 to 4 business days.
• Standard Shipping: Typically delivered within 2 to 8 business days.

Deliveries to Western Australia, the Northern Territory and Far North Queensland may require up to an additional 5 business days.

Courier delivery timeframes are estimates and may vary depending on the destination, courier network conditions and circumstances outside our reasonable control.

Digital Orders

Digital keys and downloadable products are generally processed and emailed within 1 to 2 business days.

All orders are subject to payment approval and product availability. During high-volume periods, stock availability may change while an order is being processed and finalised.

Delivery Options - Shipping Within Australia

Shipping costs are calculated at checkout based on your order's total shipping weight, including the products and packaging materials, as well as the delivery destination and selected shipping method. Typical shipping costs range from $14.00 to $80.00.

Once dispatched, orders are generally delivered within 1 to 8 business days, depending on the selected shipping method and delivery location.

During high-demand promotional periods, order processing may take slightly longer than usual due to increased order volumes. We appreciate your patience while our team processes and prepares orders as quickly as possible.

PO Boxes, Parcel Lockers and Parcel Collect

Where possible, we recommend providing a street address rather than a PO Box. Some of our courier partners are unable to deliver to PO Boxes, so orders addressed to a PO Box will be sent using Standard Australia Post.

Additional shipping charges of up to $30 may apply to PO Box deliveries.

Orders addressed to a Parcel Locker or Parcel Collect location will also be sent using Standard Australia Post.

If your order is urgent, we strongly recommend providing a street address so that we can use the most suitable available courier service.

Tracking and Delivery Information

Once your package has been dispatched, we will send you an email containing the dispatch details. This email will identify the items dispatched and include a link to the courier's tracking page.

Your order may be dispatched from multiple locations. When this occurs, your order may arrive in separate packages and may be handled by different courier services. Each shipment may therefore have its own tracking information and delivery timeframe.

For the most accurate delivery updates after dispatch, please refer to the courier tracking page and check it regularly.

If a courier attempts delivery and no one is available to receive the parcel, the courier may redirect it to the nearest Local Post Office (LPO) or another collection location. Where applicable, the nominated collection location will be displayed on the tracking page. Please bring valid photo identification when collecting your parcel and collect it as soon as possible.

You can also find available tracking information through the order status page in your account. Our online chat system can assist you with tracking your order.

Please note: Our logistics data indicates that approximately 72% of customers do not answer telephone calls from drivers attempting to coordinate a delivery. To help prevent unnecessary delivery delays, we may add our monitored mobile number to the courier consignment.

This number is monitored 24/7, allowing our team to assist the courier with delivery coordination where required. We will communicate relevant delivery updates or instructions to the customer as appropriate.

Authority to Leave and Signature on Delivery

Unless you request otherwise, all parcels are sent signature on delivery (No ATL) — someone needs to be present to receive the parcel.

• Safe Drop - Authority to Leave (ATL): you can request ATL at the cart page, or by contacting Customer Care before dispatch. With ATL, the courier may leave your parcel at the address without anyone present.
• Where you have given an Authority to Leave, neither we nor our courier partners are able to lodge a lost or stolen parcel claim once the courier has recorded the parcel as delivered. Please only choose ATL if your delivery address is secure.
• Signature on delivery - No ATL: if nobody is available, the courier leaves a card and takes the parcel to the nearest Local Post Office or depot. The collection point is shown on your tracking status page.
• Parcels are generally held for 10 business days before being returned to us. Bring valid photo ID when you collect.

Note: Some higher-value items require a signature regardless of any Authority to Leave instruction.

Incorrect or Incomplete Addresses

Please check your delivery address carefully before completing checkout. Missing unit numbers, missing business names and incorrect postcodes are the most common causes of delivery delays.

• If you spot a mistake, contact Customer Care immediately. We can usually correct the address at no cost while the order is still awaiting dispatch.
• Once an order has been dispatched, address changes are handled by the courier and cannot be guaranteed. Couriers may charge a redirection fee, which is passed on to you.
• If a parcel is returned to us because the address was incorrect or incomplete, we will contact you to arrange redelivery. Redelivery is charged at the standard shipping rate for your order.

Uncollected and Returned Parcels

Parcels not collected from a Local Post Office or depot within the courier's holding period are returned to us.

• We will email you as soon as a returned parcel arrives back at our warehouse.
• You can choose to have the order redelivered, charged at the standard shipping rate, or refunded.
• Where a parcel is returned because it was not collected, or because the address supplied was incorrect, any refund covers the value of the goods. The original shipping charge and the cost of return freight are not refundable.
• These deductions do not apply where the return was caused by an error on our part, or where you are entitled to a remedy under the Australian Consumer Law.

Changing or Cancelling an Order

• Before dispatch: contact Customer Care as soon as you can. We will do everything we can to change or cancel the order, though once it has entered picking and packing we may not be able to stop it.
• After dispatch: the order can no longer be cancelled. Please see our Returns Policy, or refuse the delivery and contact us so we can arrange a refund once the parcel comes back to us.
• If an item becomes unavailable after you order — for example, if stock sells out during a promotion — we will contact you within 2 business days with the option to wait for restock, swap for an alternative, or take a full refund on that item. Refunds are processed to your original payment method within 5 business days.

Change-of-mind cancellations do not affect your rights under the Australian Consumer Law where goods are faulty, not as described, or fail to arrive within a reasonable time.

Split Shipments and Multiple Parcels

Because we hold stock across several warehouses, one order may be sent as more than one parcel, from more than one location, and by more than one courier.

• You are only ever charged shipping once per order. Splitting an order across multiple parcels never increases your shipping cost.
• Each parcel has its own tracking number, and you will receive a separate dispatch email for each one.
• Parcels in a split order may arrive on different days. If part of your order has arrived and the rest hasn't, check the tracking on the outstanding parcels before contacting us.

Items Containing Lithium Batteries

Products containing lithium batteries — laptops, power banks, cordless tools, scooters, UPS units and similar — are classified as dangerous goods and cannot travel by air.

• These items ship by road freight only. Express Shipping is not available for them, even if it is selected at checkout.
• Delivery to Western Australia, the Northern Territory, Far North Queensland and Tasmania can take an additional 5 to 10 business days for these products.
• A small number of remote postcodes cannot be serviced for battery products at all. If your address is affected we will contact you within 2 business days to arrange an alternative delivery address or a full refund.
• Loose or standalone batteries cannot be sent to PO Boxes or Parcel Lockers.

Lost, Delayed or Damaged Parcels

If your parcel hasn't arrived, or arrives damaged, contact our Customer Care team so we can investigate with the courier.

Delayed or missing parcels

• Please contact us if tracking has not updated for 5 consecutive business days, or if your parcel has not arrived within 5 business days of the delivery window above.
• We will lodge an enquiry with the courier on your behalf. Courier investigations usually take 3 to 10 business days, and we will keep you updated throughout.
• If a parcel is confirmed lost in transit, we will send a replacement or issue a full refund, including the shipping you paid.

Damaged parcels

• Please tell us within 7 days of delivery if your item arrives damaged.
• Keep the item, the box and all packaging materials until the claim is resolved. Couriers require photos of both the packaging and the item before they will accept a damage claim.
• Photos of the outer box, the internal packaging and the damage itself let us resolve claims considerably faster.

Nothing in this section limits your rights under the Australian Consumer Law, including your right to a repair, replacement or refund where goods are not of acceptable quality.

International Shipping

We do not currently offer international shipping outside the countries and regions we service. We hope to expand our international shipping options in the future. You can subscribe to our email newsletter to receive updates about new shipping destinations and services.

Legal

To the extent permitted by law, BITSmart is not liable for delays in performing its obligations under these Terms where the delay is caused by circumstances beyond BITSmart's reasonable control. Where such circumstances occur, BITSmart will be entitled to a reasonable extension of time to perform the affected obligations.