- Fastest option: use the Live Chat widget on our website. - When contacting us, please include: - Order number (if you have one) - Email address used at checkout - A short description of what you need help with - Photos (only if the issue is damaged/incorrect item)
Trade name: OZ SMART CO PTY LTD ABN: 83 671 171 814 ACN: 671 171 814
Office Address - 31/1-13 Chase Close, Underwood QLD 4119 Australia Email Support - info@ozsmart.shop Phone Support - +61 491719509
Business Hours Monday - Friday - 11 AM - 8 PM - AEST (GMT+10) Saturday - Sunday - 11 AM - 8 PM - AEST (GMT+10) Public Holiday - Closed
If a parcel is confirmed lost by the carrier: - We can ship a replacement with priority handling (recommended fastest resolution). - If a replacement doesn’t work for you, we can discuss refund options
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Shipping Prices & Delivery Timeframes (Summary)
Total delivery time = processing time + shipping transit time. - Processing time (preparing your order): usually 1–2 business days.
Australia Metro: - Economy: $8.98 | 4–10 business days - Standard: $12.98 | 3–7 business days - Express: $15.98 | 1–5 business days
- Free Economy for orders over $59 AUD
- Free Standard for orders over $80 AUD
Australia Regional/Remote:
- Standard (under 0.5kg): $15.98 | 4–10 business days
- Standard (over 0.5kg): $27.98 | 4–10 business days
- Express: $34.98 | 2–7 business days
- Free for orders over $59 AUD
New Zealand (business days): - Standard NZ: $19.98 NZD | 4–10 business days - Free NZ shipping over $59 NZD
United States (business days): - Standard US: $7.98 USD | 4–10 business days - Free US shipping over $29 USD
Free shipping thresholds are calculated AFTER discounts (if discounts drop you below the threshold, shipping may apply).
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Shipping Countries We Service
We currently service: - Australia - New Zealand - United States
If you’re outside these regions: - Contact us via chat and we’ll tell you if an option is available.
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Order Processing (Why it says “Processing”)
- “Processing” means your order is either being prepared by the warehouse or has been handed to the carrier. - Most orders dispatch within 1–2 business days. - Once dispatched, you’ll receive tracking via email.
Important Note:
If your order is older than 1-2 business days and still shows "Processing" or "About to ship", please let us know so we can contact the carrier to request a shipping update.
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Why can’t I see Standard or Express shipping at checkout?
Shipping options shown at checkout depend on the items in your cart and their shipping eligibility.
Some products can only be sent using Economy shipping due to factors such as: - Item size or weight - Packaging requirements - Warehouse location - Carrier restrictions
When an order contains one or more items that are only eligible for Economy shipping, Standard and Express options will not appear at checkout.
This ensures your order is shipped safely and in line with carrier requirements.
If you have any questions about shipping options for a specific product, feel free to reach out and we’ll be happy to help.
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How to Track Your Order
- Check your shipping confirmation / tracking email (also check Spam/Junk). - If you created an account, log in and view your order status. - You can also use the chat widget (enter your order number + the email used at checkout).
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Tracking Looks Stuck / Carrier Delays
Before contacting support, try: - Re-check tracking in 24–48 hours (some carriers update in batches). - Confirm the delivery ETA in our Shipping Policy. If tracking hasn’t updated for an unusually long time, contact us and we can assist.
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Split Shipments (Receiving Multiple Parcels)
Sometimes orders ship in multiple parcels because: - Items are stored in different warehouse locations, or - One item is delayed/backordered and we ship the rest first. If your order is split: - You may receive multiple tracking emails/numbers. - There’s no extra shipping cost for a split shipment.
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Delivery Attempted / Pending Pickup from Depot or Post Office
If tracking shows “Attempted delivery”, “Held at depot”, or “Ready for pickup”: - The fastest option is usually to contact the carrier directly and arrange: - Pickup from the depot/post office, OR - A redelivery time/day (if the carrier offers it) Also check: - Your mailbox, parcel locker, reception/front desk (if applicable) - Any delivery card left by the carrier
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Marked “Delivered” but Not Received
Please try these steps first: - Check around your property (safe drop locations) - Ask household members / neighbours - Wait 24–48 hours (some carriers scan early and deliver shortly after) If it still hasn’t arrived: - Contact us and we can request Proof of Delivery (POD) from the carrier.
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Parcel Damaged in Transit
- If the parcel arrives visibly damaged, refuse delivery (where possible) and contact us. - If it was left while you were away, take photos of: - The outer packaging - The shipping label - The damaged item(s) Then contact support so we can resolve it.
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Pre-Orders (Not Yet Shipped)
- If an item is on pre-order, the expected ship date is shown on the product page. - Once it ships, you’ll receive tracking. - Delivery time after dispatch follows the Shipping Policy timelines.
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ORDERS & CHECKOUT
Is it safe to shop and pay on your website?
Yes. Our website uses secure, encrypted payment systems to protect your personal and payment information.
We do not store your full card details, and all payments are processed through trusted payment providers.
If you have any concerns about placing an order online, feel free to contact us and we’ll be happy to assist.
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How do I place an order on the website?
Placing an order on our website is simple and can be done in just a few steps:
1. Browse our products and select the item, colour, and quantity you want. 2. Click Add to Cart. 3. Go to your shopping cart and select Checkout. 4. Enter your delivery details and choose a shipping option. 5. Complete payment to place your order.
Once your order is successful, you’ll see a confirmation screen and receive an order confirmation
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What payment methods do you accept?
We accept a wide range of secure payment methods to make checkout easy and convenient.
Accepted payment methods include: - All major credit and debit cards (Visa, Mastercard, American Express) - PayPal - Shop Pay - Apple Pay - Google Pay - Afterpay - Most major digital payment wallets
All available payment methods will be displayed at checkout.
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Why can’t I see my preferred payment method at checkout?
Some payment options may appear or hide automatically depending on: - Your device or browser - Whether you’re logged into a payment service (such as Shop Pay, Google Pay, or PayPal) - Your location
If your preferred payment method isn’t showing, try the following: - Log out of any payment services that appear by default (for example, Shop Pay or Google Pay) - Refresh the checkout page - Try a different browser or device
If you’re still unable to see your preferred payment option, feel free to contact us and we’ll be happy to help.
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I didn’t receive an order confirmation email — did my order go through?
If your order was placed successfully, an order confirmation email is sent automatically.
Before contacting us, please check: - Your email inbox - Your spam or junk folder
If you still can’t find it, contact us with the email address used at checkout, and we’ll confirm whether your order was successful.
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How can I tell if my payment was successful?
After completing payment, you should: - See an order confirmation page on screen - Receive an order confirmation email
If you’re unsure: - Check your bank or card statement for a pending or completed charge - Look for an order confirmation email
If you’re still unsure, contact us and we’ll be happy to check for you.
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Why was my payment declined at checkout?
Payment declines can happen for several reasons, including: - Incorrect card details - Insufficient funds - Bank or card security checks
We recommend double-checking your details or trying a different payment method. If the issue continues, your bank or payment provider may be able to provide more information.
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Do I need to create an account to place an order?
No — creating an account is optional.
You can place an order as a guest without creating an account. Creating an account simply makes it easier to: - View past orders - Manage future purchases
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Where to Enter a Discount Code
Discount codes are entered at checkout in the “Discount code” field.
If you can’t see the discount field:
- A bundle or automatic discount may already be applied
- Try removing items and rebuilding your cart Discount Code
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CANCELLATIONS & ORDER CHANGES
Cancel or Edit Your Order (Self-Service — within 4 hours)
You can cancel or edit your order within 4 hours of placing it using the self-service cancellation/edit feature.
Try these options: - Order confirmation page (right after checkout) - Thank you page (after payment) - Your customer account (if you created one) - The order confirmation email (use the cancellation/edit link)
Important notes: - We process orders quickly. If you miss the self-service window, your order may already be packing/shipping. - If your order can’t be changed in time, you may need to receive it and then return it (see Returns section).
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How do I change my delivery address?
If you need to update your delivery address, please use our self-service order management feature within 4 hours of placing your order.
How to change your address:
You can access the self-service option via: - The order confirmation page (immediately after checkout) - The thank you page - Your customer account (if created) - The order confirmation email (use the cancel/edit link)
This allows you to update your shipping address before your order is processed.
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Why was my order cancelled when I tried to edit it?
When you use our self-service order edit feature, the system automatically cancels the original order and issues a refund. This is expected behaviour and allows you to place your updated order correctly.
Once the cancellation is complete, your Shopping Cart will be pre-loaded so you can simply re-place your order with the changes you want. The refund will be returned to your original payment method according to standard processing times.
If you’re unsure whether the refund has been processed or need help placing your new order, please contact us and we’ll be happy to assist.
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Can I Cancel or Edit an Order After It Ships?
- If the parcel has already shipped, we usually can’t cancel or modify it. - Next best options: - Accept delivery, then start a return request (if eligible) - If the carrier allows it, you may be able to request a redirect/hold for pickup directly with them
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STOCK & AVAILABILITY
Out-of-Stock Items (Before Purchase)
If an item/colour is out of stock: - Check back later (restocks can vary by product). - If you need help choosing an alternative colour/variant, chat with us.
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Backorders (Item Becomes Unavailable After You Order)
If an item becomes unavailable after purchase, we will contact you with options: - Swap to an available colour/variant - Place the order on hold until restock arrives - Refund the unavailable item (or discuss alternatives)
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Permanently Discontinued Items
If an item is permanently discontinued after you order: - Option 1: Refund for the discontinued item - Option 2: Swap to an alternative item of similar value (we’ll help you choose)
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RETURNS / REFUNDS / REPLACEMENTS
Change of Mind / Unhappy With Item
We accept change of mind returns.
If you want to return due to change of mind: - Return postage is typically paid by the customer. - For large change-of-mind returns, a restocking fee may apply.
Sometimes, depending on the situation, we may offer alternative resolutions (e.g., partial refund to keep the item) to save you return shipping costs—contact us to discuss.
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Returns, Refunds & Replacements (Overview)
- We offer a 90-day Satisfaction Guarantee (see policy for details). - Returns generally require items to be in “as-new” condition (undamaged, ideally with original tags/packaging). - Do not send returns without approval first. - Because we’re online-only, returns are sent by mail (not in-person drop-off).
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How to Start a Return / Refund / Replacement Request
Contact support (chat or email) with: - Order number - Email used at checkout - What outcome you want (replacement / refund / exchange) - If damaged/incorrect: attach clear photos
We’ll confirm eligibility and provide next steps (including return instructions if required).
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Faulty or Damaged Item
If your item arrived faulty/damaged: - Send photos of the issue (and packaging if relevant). - We will usually offer a priority replacement first (fastest option). - Refund is available as an alternative if a replacement doesn’t suit.
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Incorrect Item Received
If you received the wrong item: - Send a photo of what you received (and confirm what you ordered). - We will ship the correct item with priority handling. - In most cases, we’ll advise if a return is required (often it is not).
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Missing Item From an Order
Sometimes this happens because: - Your order was split into multiple shipments (check for multiple tracking emails), OR - A warehouse packing error occurred. To resolve quickly: - Tell us exactly which item is missing (and confirm any other items arrived). We will investigate and, if needed, ship the missing item.
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Refund Approved/Processed but Not Received
If your refund was processed but you can’t see it yet: - Most refunds appear within 3–5 business days. - Some banks/payment providers can take up to 10 business days. What to do: - Check the original payment method used at checkout - Contact your bank/provider and share the refund reference details if provided If it’s still missing after 10 business days, contact us and we’ll escalate with the payment processor.
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Refunds During Transit
- Orders generally can’t be refunded while they are still in transit. - If a parcel is significantly delayed or confirmed lost, we can issue a replacement or refund depending on the situation.
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Returns for Orders Placed on Amazon or eBay
If you purchased via our Amazon or eBay channels: - Please initiate the return/refund through your Amazon/eBay order portal (their process controls the return).
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Outside 90 Days (After the Satisfaction Guarantee)
- If the issue is wear/tear or change-of-mind after the policy window, it may not be eligible for refund/return. - If you believe there is a manufacturing fault, contact support with details/photos—some issues may be considered beyond 90 days depending on the situation.
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DISCOUNTS / BUNDLES / WHOLESALE
How to Get a Discount
Ways customers commonly save: - Sign up to our email list (site popup / footer) - Follow us on social media for promos and announcements - Shop bundles for built-in savings - Chat with us (occasionally we can help with a promo option)
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My Discount Code or Bundle Isn’t Working
Try these quick fixes: - Clear browser cache or try a different device/browser - Copy/paste the exact code (check spelling/case) - Confirm expiry date + terms/conditions - Check if the code can be used with bundles (often codes cannot stack with bundle discounts) If it still won’t apply, contact support with a screenshot of your cart and the code you’re trying to use.
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What Are Bundles?
Bundles are packaged deals where multiple items are sold together at a lower price than buying individually. Browse current bundles here: https://ozsmart.shop/collections/bundles
We offer bulk purchasing for teams, events, and organisations. Bulk orders can include: - Tiered pricing (larger orders = larger discounts) - Free bulk packaging and shipping (for bulk orders) - Custom logos/branding for qualifying order sizes (typically larger runs) To get started: - Contact us via chat and tell us your quantity, products, and timeline.
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How do I unsubscribe from emails or messages?
If you no longer wish to receive marketing emails from us, you can unsubscribe at any time.
To unsubscribe from emails: - Open any email you’ve received from us - Scroll to the bottom of the email - Click the Unsubscribe link and follow the prompts
Once completed, you’ll be removed from our marketing email list.
Important to know: - Transactional emails (such as order confirmations, shipping updates, or support replies) will still be sent, as these are required to keep you informed about your order. - It may take a short time for the unsubscribe request to fully process across all systems.
If you’re having trouble unsubscribing or believe you’re still receiving emails in error, please contact us and we’ll be happy to assist.
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PRODUCT HELP + CARE
Product Specs, Sizing & Materials (Where to Find Info)
Product details are usually found on each product page in: - Product images (include sizing/dimensions)
- Sizing Charts (next to size on product page) - Key points summary near the Add to Cart area - “Product Description” dropdown (materials, weight, dimensions, etc.) If you can’t find what you need, contact us and tell us the product name + your question.
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Cleaning & Maintenance (General Care)
General care guidelines: - Hand wash with cold water + mild detergent - Avoid machine washing and dry cleaning unless the label specifically says it’s safe - Spot clean with a damp cloth when possible - Air dry fully in shade (avoid direct heat/sun to reduce fading/warping) - Store in a cool, dry place
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UPF50+ Explained (Sun Protection Fabrics)
- UPF measures how much UV radiation a fabric blocks. - UPF50+ is the highest rating standard for apparel, blocking at least 98% of UV rays. - For best sun safety, combine with sunscreen and other protective measures.
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ABOUT + LEGAL
Where OZ Smart Is Located (and Store Type)
- OZ Smart is Australian-owned and operated. - We operate online only (no physical retail store). - Admin/design office is in Queensland, and products are warehoused in multiple locations to support shipping.
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News, Collaborations, Hiring & Affiliate Program
- For news/promos: follow our socials, join the email list, and read our blog. - For collaborations/hiring: reach out via chat or email. - We also offer an affiliate program (contact us to learn more).
