Frequently asked questions
Which courier service do you use and how long will my order take to arrive after completing?
For deliveries within Australia, we use Australia Post and Fastway courier services.Delivery time will depend on the area. We generally deliver within 3-6 business days; however, for Western Australia, Northern Territory, Tasmania and far country areas it may take few extra days.
I am overseas customer - which courier services do you use and what’s the delivery time to my country?
We use Australia Post and DHL services for overseas deliveries. Please see below an estimated period for overseas customers:
Asia: 5-10 business days
New Zealand: 3-6 business days
Europe: 10-15 business days
USA and Canada: 6-10 business days
These are estimated time only and in some instances custom clearance etc. can take longer.
How much do you charge for the delivery?
Any local Order above $199 gets free Australia wide standard delivery. Orders below $199 are charged $9.99 only for standard delivery.
Overseas orders are charged on a per kilo basis. Please check out our shipping page for more info.
Are “Free Shipping” promotional offers available to international customers as well?
No, unfortunately free delivery offers are only available for Australian orders. International orders are charged on a per kilo basis. Please check out our shipping page for more info.
How do I track my purchase?
We provide a tracking number as soon as the product is dispatched. You can visit relevant service provider website and use your tracking number to track the parcel.
You can also track your parcel on our website by logging into your account.
What payment methods do you accept?
You can use any of the following methods to make the payment:
- Credit Card
- Bank Deposit into our bank account
Is it safe to pay by credit card on your website?
Yes, we use one of the safest and most secured payment gateway options. Our website is a secured E-Commerce site.
You can go through our Secure Shopping page for more details.
I don't have credit card. How can I make a payment?
You can use one of these options to make the payment:
Bank Deposit into our bank account
I am not from Australia. Can I pay in my local currency and how much is my currency worth against Australian Dollar?
You will be charged in Australian dollars for your purchase. Our website shows you an estimated cost in your local currency; however, actual cost in your local currency will depend on daily exchange rate your bank or PayPal offers. This amount will show up in your credit card, bank or PayPal statement.
Products and Store
Can I get additional photos on request for the product I want to buy?
Yes, we can provide additional photos, you can email us your requirements and we will reply at the earliest. Please contact us for more details.
You can email us on email@example.com
Do you do custom made uniforms for teams and clubs?
Yes, we can get you full sublimation customised uniforms (shirts, caps, trousers, training shirts etc.) at the best price in Australia. Our price beat guarantee applies to the uniforms as well. Please visit our clothing page or contact us for more details.
Do you knock in bats?
Yes, we knock-in bats in our store. All in-house bats are knocked free of charge. Bats purchased elsewhere can be knocked-in for a charge of $50. Please check our knocking-in page for more details.
Can I still order a product if it’s out of stock?
It is possible in most cases. To find out more please contact us
Where are your stores located? What are the store business hours?
You can find all the details about our stores here - WHACK Sports Stores.
When do the new season gear and catalogue become available?
New season gear and catalogue should be available by mid to end August. For regular updates, you can check out our social media pages and website.
I am confused and I need some advice. What do I do?
You can seek help from one of our friendly staff members in store or through emails and calls to clear all your technical and general doubts before and after the purchase. To talk to someone please contact us.
You can email us on firstname.lastname@example.org or call us on 07 3107 4727 and we will help you choose the best product within your budget.
Returns and Warranty
What is your warranty policy for bats?
We do provide warranty for our products. Please check out our Warranty & Exchange page for further details.
What if I am not happy with the product, do I get a refund?
We request you to choose products/bats with utmost care. We won’t be able to accept returns on bats which have been prepared (knocked-in and extratec), we have 12 months warranty policy for bats, please check out our Warranty & Exchange policy for further details. Bats which are unprepared can be returned or exchanged within 30 days.
In case, if you are not happy with other products (other than prepared cricket bats), we offer 30-day refund & exchange policy (buyer to pay return shipping) for unused products. Customer satisfaction is our utmost priority and we strive to provide a happy shopping experience to our clients every time.
We suggest our clients to choose their product carefully and buy what would suit their needs. You can seek help from one of our friendly staff members in store or through emails and calls to clear all your queries before and after the purchase.
The item I received is not as described. What should I do now?
We recommend customers to contact us in such cases. We offer 30-day refund & exchange policy. Customer satisfaction is our utmost priority and we strive to provide a happy shopping experience to our clients.
I’m not confident about buying equipment over the internet??
Please check our feedback and testimonial page and see what our customers say about our products and exceptional customer service. In addition, we use one of the safest and most secured payment gateway options. We offer a 30-day money back guarantee if you are not happy with our product or service.
- Can I cancel my layby?
Yes, you can cancel your layby at any time and all monies will be refunded except the 25% of the despite amount and restocking and administrative charges.
- When can I collect my layby?
Once the total amount has been paid off and before the due date.