Help Centre

Product

Can you tell me more information about your products?

Certainly! Our product range features UPF50+ sun hats and outdoor accessories like sun-shielding umbrellas, sand-free towels, water bottles, and more. We pride ourselves on offering affordable, high-quality products. For detailed information, check our product descriptions on the respective product pages. If you have specific queries, feel free to contact us; we're here to help and provide additional information as needed.

What is UPF50+?

UPF50+ signifies the highest achievable rating for sun protection in materials. It stands for Ultraviolet Protection Factor, indicating that our sun hats effectively block 98% of UVB rays. For in-depth information on UPF50+ and its significance in safeguarding against harmful UV rays, visit: UPF Testing Info.

If you have specific inquiries, please contact us. We are dedicated to providing comprehensive details about our products and their protective features.

The product I want is out-of-stock, when will it be available?

We strive to maintain our stock levels in line with demand. However, on rare occasions, we may become out of stock of a certain product. If one of our products is out of stock, please feel free to send us a message and we'll make sure you are automatically notified when the product is back in stock.  Restock period is typically 2-3 weeks.

Orders and Shipping

How do I track my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.

You can also track your order in the chat window by entering your order number and email, or log into your account and click on the order in question to see the status.

*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way! 

What are the details of your shipping policy, including shipping prices and speeds?

Free shipping is offered for Australia and New Zealand orders over $59.00AUD. Orders are shipped from Sydney or Melbourne. Delivery times and charges vary by location. For specifics, visit our Shipping Policy.

Note that delivery times may be affected by factors like weather and item quantity. If issues arise, contact us promptly for resolution, as outlined in our policy.

What is the process for exchanges, returns, and refunds?

If you would like to return or exchange your item within 30 days from the date of purchase, please refer to our Refund and Return Policy. To be eligible for a return or exchange, items must be unworn, undamaged, and unmarked, and they should be in their original packaging. Our policy is designed to provide clear guidelines and ensure a hassle-free experience for our customers. For any additional assistance or inquiries, please don't hesitate to reach out to our dedicated customer support team.

Tracking shows delivered, but I didn't receive my order or only received part of my order. What do I do?

In the rare event your order encounters issues, rest assured we'll tackle it together. Couriers occasionally mark packages as delivered before they arrive; if this occurs, please wait a bit longer as it might still be on its way. Also, couriers and warehousing may split your order into multiple packages, potentially arriving separately. If your tracking hasn't updated for an extended period - contact us immediately for support. Note that if your shipping address is temporary and the recipient has moved, we cannot take responsibility if the delivery falls within the expected timeframe.

Do you ship internationally?

We currently do not provide international shipping for individual item purchases.

However, we do offer international shipping for high volume orders. Kindly reach out to us via chat or email to discuss and arrange suitable shipping options for your specific needs.

Discounts and Promotions

Are you running any sales right now?

We regularly run seasonal sales, and all current sale items can be found in our On Sale Collection. Explore a variety of discounted products across categories, ensuring you get the best deals.

How can I get a discount?
  1. Subscribe to our Email List: Get an exclusive 10% discount on your first order by subscribing. If you haven't done so yet, simply fill out the subscription pop-up on our storefront. You'll receive a discount code in your inbox for your next purchase.
  2. Follow Us on Social Media: Stay in the loop with our running discounts and exciting competitions by following us on social media. It's a great way to catch real-time updates on special offers.
  3. Build Your Own Bundles: Create your personalized bundles and enjoy additional discounts. Mix and match your favorite products to tailor a bundle that suits your preferences.
  4. Chat with Us: Have a question or looking for a discount? Chat with us! We're here to help, and sometimes a simple ask can lead to exclusive offers.
What are Bundles?

Bundles, Bundle Builders and Combo's are groups of products sold together as a package deal! By bundling items, we can provide you with a discounted price compared to purchasing each item individually. Check out out bundles and build your own from our selection of Sun Hats and Outdoor accessories at Bundle & Save Collection.

My discount code or bundle discount is not working, what should I do?
  1. Clear Browser Cache: Sometimes, stored data in your browser may cause issues. Clear your browser cache and try applying the discount code again.
  2. Double-check the Code: If you are using a discount code, ensure that the code is entered correctly, paying attention to both uppercase and lowercase letters. It's best to copy and paste the code to avoid any errors.
  3. Expiration Date: Verify the expiration date of the discount code. If it has expired, it won't be valid. Check the email or promotional material where you received the code for this information.
  4. Terms and Conditions: Review the terms and conditions associated with the discount. Some discounts may have specific requirements or restrictions that need to be met for them to be applied.
  5. One-Time Use: Confirm if the discount code is a one-time use code. If you've used it before, it may no longer be valid for additional transactions.
  6. Check for Code Stacking: Note that most discount codes cannot be stacked. If you have multiple codes, ensure you're using the correct one for your current purchase, as stacking might not be allowed.
  7. Contact Support: If the problem persists after trying the above steps, please don't hesitate to reach out to our customer support team via chat. We are here to assist you further and ensure your discount is applied successfully.
Do you provide wholesale prices or bulk discounts?

Yes! OZ Smart offers a wholesale bulk purchase option for those seeking quality sun protection in quantity. With competitive prices and tiered discounts, our versatile range caters to diverse needs, from sports teams to community projects. Enjoy superior quality, tailored solutions, and free packaging and shipping. For orders over 200 units, customize with your logo. Real-world examples highlight the impact of our bulk purchases, fostering unity and safety. Getting started is simple: browse our products, contact our dedicated team, discuss your needs, receive a tailored quote, and enjoy top-quality sun protection affordably. Choose Oz Smart for comprehensive and customizable bulk sun protection. For more information visit: Wholesale Partnership Info

Safety and Privacy

How do you verify orders? Is your website checkout safe?

Rest assured, at OZ Smart, our online store runs on Shopify, a platform renowned for secure transactions. SSL encryption, PCI DSS compliance, fraud prevention, and regular backups guarantee a safe experience. We accept Visa, Mastercard, PayPal and most other secure payment methods. Once confirmed, you'll receive an email with order details and tracking information. For further details on Shopify security, visit: https://www.shopify.com/security

What is your privacy policy? Is my personal information safe?

At OZ Smart, we prioritize your privacy and employ Shopify's secure platform to protect your personal information. Our practices align with global privacy laws, and we collect data for transparent purposes like order processing. We utilize behavioural advertising but offer opt-out options. Your data is used exclusively for providing services, and we don't engage in impactful automated decision-making. Our cookie usage aims to enhance your browsing experience, with details available in our Privacy Policy. Rest assured, your information's safety and transparency are fundamental to our commitment to your trust. For more information, visit our Privacy Policy.

Where can I find your Terms of Service?

OZ Smart's Terms of Service delineate user agreements for website and service use, emphasizing legal age requirements and prohibition of unlawful activities, with potential service termination for violations. Covering various aspects, including general conditions, information accuracy, service modifications, product details, billing accuracy, optional tools, third-party links, user comments, and personal information handling, the terms aim to provide clarity. For more information, visit our Terms of Service Policy.

General

Where are you located?

We are an Australian-owned and operated company. Our administration and design office are situated in Brisbane, Queensland. For efficiency, our products are warehoused in Sydney and Melbourne which enables us to service our customers with fast domestic shipping. It's important to note that we operate exclusively online and do not have a physical store. You can explore and purchase our products conveniently through our website.

Does OZ Smart have a brick-and-mortar store / stockist?

No, we do not have a physical storefront; our business operates solely as an online store. You can explore our extensive range of products and make purchases conveniently through our website, providing a seamless and efficient shopping experience for our customers.

Is OZ Smart hiring or looking for business collaborations?

At OZ Smart, although we operate as a small and dynamic team, we are consistently on the lookout for talented individuals who share our passion and are interested in exploring opportunities with us. Our commitment to fostering a collaborative environment extends beyond our team, as we actively seek like-minded businesses for transparent and mutually beneficial partnerships.

If you are intrigued by the prospect of joining our team or exploring potential collaborations, we encourage you to get in touch with us through chat or email. We believe in the power of shared business practices and are always open to new ideas and ventures.

Moreover, for those with a knack for sales and a desire to amplify their earnings, we have an exciting affiliate marketing program. To learn more about how you can enhance your income, visit Affiliate Program Info

Feel free to reach out to us, whether you are interested in exploring opportunities, partnerships, or participating in our affiliate marketing program. We look forward to connecting with individuals who share our enthusiasm for innovation and collaboration.

How can I stay up-to-date on news and announcements from OZ Smart?
  1. Follow us on Social Media:
    Stay connected by following us on social media platforms. Our updates, promotions, and announcements are regularly shared on channels like Instagram and Facebook.
  2. Subscribe to Our Email List:
    Be among the first to know about exclusive offers and new releases by subscribing to our email list on the OZ Smart website. You'll receive timely updates directly in your inbox.
  3. Read Our Blog:
    Explore our blog for in-depth insights, product highlights, and the latest company news. It's a great resource for staying informed and discovering more about our products and mission.
  4. Chat or Email Us Anytime:
    Have questions or want more personalized information? Feel free to reach out to us through our chat feature on the website or by sending us an email. We're here to assist and provide the information you need.