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Shipping and Returns
Our Shipping Policy - Fast & Affordable
We explain our shipping policy by answering the most common questions:
Q: Which shipping carriers do you use?
A: Our deliveries are made via Australia Post eParcel service. If you are not home at the time of delivery, your order may be taken to a local post office. A calling card will be left at the delivery address, containing all relevant contact details.
Q: What are the postage cost for my order?
A: The shipping cost for smaller orders (under <500g actual/cubic weight) is fixed at $11.95 (incl. GST).
For larger items, the shipping cost will vary according to the destination address and parcel weight / dimensions, and will be calculated upon checkout.
You can check the shipping cost by using our Shipping Calculator provided on the Shopping Cart page. Some of our products are qualified for free shipping as will be explicitly stated in individual product descriptions.
Q: How fast is delivery?
A: All orders are shipped from our warehouse in Cheltenham, VIC, with a typical delivery time-frame of 1-5 business days depending on the destination address.
Orders placed before 12pm and paid via Paypal or Credit Card payment system, are typically shipped next business day as we aim to provide fast delivery for our customers.
For Direct Deposit payments, please allow an additional processing time of 1-3 business days.
Once your order ships, you will receive a shipment confirmation email, and later, a follow-up email from Australia Post with a tracking number.
Buzz Planet (AUS) Pty Ltd will make every effort to honour the estimated delivery time. However, please understand that delivery times are often subject to circumstances outside of our control. If your delivery window has passed and you have not received your order(s), please contact our Customer Service department or Australia Post directly for the latest status update of your delivery.
**NOTE: We are committed to deliver your orders as fast as possible, and as such, most orders are shipped by eParcel Express Post service without any additional costs to the buyer. That is, we do not advertise Express Post shipping but are endeavoring to use it when possible (excluding larger orders or orders containing restricted materials such as lithium batteries etc.).
Q: Are parcels insured?
A: All our shipments are covered by the standard postage cover that provides insurance for up to $100. For an extra insurance cover (up to $5000), you may select 'Registered Post with Extra Cover' option during the checkout process.
Buzz Planet (AUS) Pty Ltd cannot be held responsible for parcels lost or damaged in transit if you chose not to insure.
Q: If I buy multiple items, will they be shipped together?
A: We will combine multiple items in one shipment resulting in the reduction of shipping costs (subject to size/dimension limitations of Australia Post).
Q: Do you ship to PO Boxes?
Q: Do you ship internationally?
A: We are an Australian owned and operated company, and as such, ship within Australia only. However, in rare cases, we might be able to accommodate international shipping requests. Just drop us a line for further information.
If you still can't see an answer to your question, please contact us directly through our Contact Us section!
Our Return Policy - Fair for All
We recommend that customers choose carefully before buying as no returns are permitted where the Buyer is simply unhappy with the purchase or has changed her/his mind. You may visit the ACCC website at www.accc.gov.au for additional information on your consumer rights.
Dead on Arrival ("DOA") Products:
A delivered product is determined to be DOA if it is not of acceptable quality when first removed from its original packaging. The Buyer should notify Buzz Planet (AUS) Pty Ltd about any DOA claims within 72 hrs of product delivery in order to facilitate a faster and efficient product return process. Our Customer Service department will make a DOA determination with reference to the relevant legislation contained in the Competition and Consumer Act 2010 (formerly known as the Trade Practices Act 1974). In the case of a DOA determination, Buzz Planet (AUS) Pty Ltd will issue a refund or a replacement to you for a DOA product if there has been a major failure. You have the discretion as to whether you receive a refund or a replacement product in the event that there has been a major failure. Please refer to our Terms and Conditions for further details.
Return Authorisation for Products Serviced Under our 12 Month Warranty:
A Return Authorisation ("RA") number must accompany the returned product. To request RA number please visit our Orders and Returns section. Upon receiving your request, our Customer Service will issue RA number to you after determining that a product is returnable. Returned products cannot be accepted or processed without an RA number. That is, returned parcels not bearing RA number will be refused. Returned products should include the original packaging and all accompanying documentation. Returned products must include all original accessories and/or parts (if applicable). Please package the returned item/s safely, Buzz Planet (AUS) Pty Ltd will not be responsible for items damaged in transit.
The products should be returned to:
Buzz Planet (AUS) Pty Ltd
PO Box 70
Southland Centre, VIC, 3192
The Buyer is responsible for the return postage and insurance costs, as well as any import fees, duties and taxes where applicable. The Buyer assumes any risk of loss, theft or damage to goods during transit; therefore, we advise you to use Registered post and take out shipment insurance. Buzz Planet (AUS) Pty Ltd cannot be held responsible for parcels lost or damaged in transit if you chose not to insure.
Once returned, the product will be inspected by our technicians. If found to be faulty, and a failure does not amount to a major failure, Buzz Planet (AUS) Pty Ltd is entitled to choose between providing you with a repair, replacement, or other suitable remedy. Conditions apply - please refer to our Warranty Conditions section. If upon its examination, the returned product is found not to be faulty, the Buyer could be liable for the payment of $30 fee covering handling charges and administration fees.
IMPORTANT: Please retain your original purchase invoice
In order to obtain a refund, exchange or to repair a product you must have clear proof of purchase. If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.