Shipping & Returns Policy
shipping overview
Most orders are dispatched from Perth, Western Australia. In some instances, orders may be shipped direct from a shipping partner in another location. Shipping costs are calculated at checkout based on your delivery address and the items in your cart.
We use a range of carriers (including Australia Post and others) to access the best available service for your order.
dispatch timeframes
Dispatch time depends on whether your item is in stock or made to order:
In-stock items: usually dispatched within 2 business days
Made-to-order / backordered items: dispatch time varies and will be indicated on the product page where possible
delivery timeframes
Delivery times vary by location and carrier. Any delivery timeframes shown are estimates only and start from dispatch (not from order date). Delays can occur during peak periods or due to carrier network disruptions.
tracking
Where tracking is available, you’ll receive a dispatch confirmation email with tracking details once your order has been shipped.
authority to leave
If “Authority to leave” is available for your shipment, the carrier may leave your parcel in a safe place at the delivery address. If you need signature-on-delivery (where available), contact us before ordering and we’ll confirm options.
incorrect address details
Please check your delivery address carefully at checkout. If an order is returned to us due to an incorrect or incomplete address, you may need to pay additional shipping costs to re-send the order.
lost or damaged parcels
If your parcel is delayed, missing, or arrives damaged:
contact us as soon as possible at hello@groundzerogaming.com.au with your order number; and
we will work with the carrier to investigate and help resolve the issue.
change of mind returns
We do not offer refunds for change of mind (including ordering the wrong size), except where required by the Australian Consumer Law.
faulty or damaged items (consumer guarantees)
If an item is faulty, significantly different from its description, or arrives damaged, you may be entitled to a repair, replacement or refund under the Australian Consumer Law.
If you believe your item is faulty or damaged, email hello@groundzerogaming.com.au within 15 days of receiving your order with:
your order number
a description of the issue
clear photos of the item and packaging (where relevant)
We will assess the claim and advise the next steps.
exchanges (size/variant)
If you need an exchange for a different size or colour of the same item (where available), contact us within 15 days of receiving your order.
To be eligible for an exchange:
the item must be unworn, unwashed, and in original condition with tags (where applicable)
the requested replacement must be in stock/available
return shipping costs are the customer’s responsibility unless the item is faulty
Return shipping costs
Unless the item is faulty or required by law, shipping costs are not refundable.
contact
Questions about shipping, returns or exchanges: hello@groundzerogaming.com.au.