Shipping & Returns

Shipping

 Free shipping for all Australian orders.

 All items are posted via Australia Express Post, with exception of heavy, bulky items in which courier service is arranged.

General orders within Australia reach their intended destination within 3 to 4 days once the order is shipped.

Please allow an extra 1-5 days for our larger and bulky items when shipped to Western Australia and the Northern Territory.

Orders, including express orders, are generally dispatched on the business day following the day your order was placed. Please note delivery times indicated above are estimates only and while every effort is made to ship your order as soon as possible, delivery times are not guaranteed.

Delivery is subject to availability, and we will offer a full refund or store credit for any item unexpectedly delayed or unavailable.

Large and bulky items incur a shipping fee, which is estimated upon entry of delivery details.

For urgent orders, please contact us before ordering.

Track your order

Once your order has been dispatched for delivery, you will receive an email with a tracking number and the shipping provider.  If you click on the tracking number, it is linked to the shipping provider which will display the tracking status.

International Orders

For international orders to New Zealand and further abroad, please contact us for further details. Please note you will be responsible for any local customs and import taxes that may apply in your country.

COVID-19 Update


Shipping – Australia Post and Toll have noted delays to shipping and delivery services

Dispatch – There may be some delays to dispatch


Like so many other businesses, at Southern X Limits we’re doing everything we can to ensure the health and wellbeing of our customers, team and community. We’re also doing our best to ensure you have the most up-to-date information relating to your order, so please read on to find out what impacts there may be and what we’re doing to address the situation where we can:

Impact on shipping

Our freight partners are working to ensure parcels are delivered as quickly and safely as possible. Australia Post and Toll have also taken extra measures to protect the health and safety of customers and their staff by reducing physical interaction. There may also be shipping delays as our freight partners work through the impacts of increased logistical challenges for the postal network at this time.

Please note that due to the increased demand and workforce capacity constraints to sort and process packages, there may be an additional small delay for Australia Post deliveries to Victorian addresses.

Tracking – If your order is being sent with tracking, there are a few orders that are currently only receiving a scan event when they reach their destination state/distribution centre. The Australia Post tracking tool and the Toll tracking tool and the tracking link provided within your order confirmation can provide estimated arrival dates and will give you an update if there are any additional and unforeseen delays. If your parcel appears not to be moving, please be assured that both freight providers are still working hard to get your parcel to you as quickly as they can!

Updates to the Australia Post response and procedures can be found via the link below:

Impact on dispatch

As many of our loyal customers may be aware, our warehouse is located in Melbourne (camping, snowboards, kayaks and home gym products) and Taiwan (all Shimano and SRAM products).  Due to the recent COVID-19 restrictions and requirements changes in Victoria and overseas, there may be small delays in dispatch as our warehouse crew work hard to fill orders as quickly as possible whilst also ensuring they comply with all COVID safe plans.

In addition, as more people look to shop safely online and dispatch demand increases, this may all lead to potential delays of up to a few days in some instances. We thank you in advance for your understanding and patience as our team works as quickly (and as safely!) as they can to get your gear on its way to you.

Impact on product availability

Our inventory is updated live, so any item you can add to your cart is what we have ready to ship out to you! While some of your favourite products may take a little longer to restock than usual during this time, you can continue to confidently look, dream and shop knowing that our stock levels are being continuously updated.

Impact on Customer Service

Our customer service team are on hand via email with the same awesome level of service that you have come to know us for!

Impact on our team

With teams already working remotely, a warehouse with efficient systems in place and an online store full of products that help to support our health, mood and fitness (while also practising social responsibility!), we are keeping calm, focused and positive.

We’re dedicated to helping you in whatever way we can, and if anything changes, we will continue to keep you informed.

Stay safe, responsible, and sane, and don’t forget to get outdoor when you can – all of us here at Southern X Limits wish you a great adventure!

Returns

You are required to notify Southern X Limits within ten working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage, in order to proceed with the warranty process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refund generally takes up to three business days to process and will notify you once the refund has been processed. However, please allow an additional five working days on top for your financial institution to process it.  Refunds can only be made back to the payment method used for your order and of items purchased on sale or at a discounted rate will only ever be refunded at the rate purchased

A refund or replacement will not be provided if products are abused, misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Any items purchased via AfterPay must be initialized by the customer to AfterPay.

PLEASE NOTE: no exchanges or returns are offered for sale items.

We reserve the right to refuse returned items if the items do not comply with our returns policy. Refused items will be posted back to you, and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items, we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

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