We strive to offer the best value and most cost effective shipping solutions in Australia. Please ensure you read the below information to best understand how your order is shipped to you or the intended recipient of your purchase.
Q: How much does delivery cost?
Delivery costs are calculated based on the weight, volume and the delivery destination of the order. Please note that for addresses that require barge or off-mainland access, such as islands, there may be extra costs not shown at checkout.
Q: Where can we deliver to?
We can deliver our products Australia-wide.
Q: When will the order be received?
Deliveries take place Monday – Friday during normal business hours, excluding public holidays. Estimated delivery times from dispatch are:
Sydney, Melbourne, Adelaide – Approximately 1-3 business days
Perth – Approximately 3-7 business days.
Please allow up to 10 business days for rural deliveries.
*Please note: these are estimates and unexpected delays can occur with any delivery. We would recommend allowing up to 10 business days for all deliveries.
Q: How do I track my order?
Once your order has been shipped, you will receive an email with your tracking details, and instructions for how to track your order if tracking is available. For any queries relating to tracking, please email [email protected]
Q: What happens if I supply the wrong address?
Please be very careful in providing us with correct and up to date delivery information. If you provide us with an incorrect address and we deliver your order as per your instructions, then we accept no responsibility for the mistake.
If we are unable to deliver to an incorrect address and the order is returned to our dispatch, we can redeliver, but at a charge of 50% of the original order cost plus the additional delivery charge.
Q: What do I do if my order arrives with damaged or a fault to a product?
If your product arrives or presents with damage or a fault, please contact us and provide: a detailed description of the damage or fault and photos (or video, where appropriate) showing the damage or fault.
Refunds and Returns
Q: Do you offer refunds?
You can choose between a refund, exchange or credit where product is faulty, out of stock or is different to the product purchased on Tokorama.com.au.
Q: How do I return product that is damaged or faulty?
In the unfortunate event you receive product that is damaged or faulty, here are the steps to take:
- You can go to the order in your account and submit a warranty claim, alternatively email us at [email protected]
- Please include the complete packaging, your tax invoice and a description of the fault with the product and your preferred course of action (refund, exchange or credit).
- Tokorama will not cover the cost of return postage.
- Return of product that is damaged or faulty must be made within 30 days of date of purchase.