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Frequently Asked Questions

How much does delivery cost?

We're proud to offer fast delivery for FREE! However, this doesn't apply to all postcodes. Remote addresses can incur a small cost, a cost in which we've subsidised.

To find our whether you qualify for free delivery, take a look at our map below. Just a heads up, this map is to be used as a guide so please refer to the delivery tab on each product page or in the checkout.

To get the full wrap on our delivery details, head over to our delivery page.

 

 

Where do you deliver to?

We're lucky enough to be partnered with several couriers, which allows us to offer both standard and express delivery to just about any postcode in Australia.

We do have a couple of rules though:

  • We're unable to deliver to Post Office Boxes or Parcel Lockers, as most of our items are too big for Australia Post's maximum size.
  • In some cases, postcodes either on an island or deep in the scrub may be unavailable, in which your order will be delivered to the nearest depot. We will do our best to let you know if and when such circumstances apply.


If you have any questions about our delivery please get in contact with us.

Can I get express delivery? And how much will it cost?

You absolutely can! When you head to the checkout simply enter your address, and then select the Express Delivery option from the Delivery Option drop down menu and you will get an estimate based on your items and location.

How are orders delivered?

We use a bunch of reputable and reliable couriers to deliver your order. Each order is different, we decide which courier is the best for the job based on your delivery address and the size & weight of your parcel(s). 

We deliver to home, business & Parcelpoint addresses. When delivering to a business address please ensure that you specify the business name, likewise with Parcelpoint.

What happens if I’m not home to accept my delivery?

Deliveries are made during business hours between Monday and Friday. Small parcels will be left in your letter box, but for larger parcels someone needs to be there to accept delivery. If not, a card will be left detailing how you can collect your parcel from the closest depot. 

 

If you know in advance that you won’t be able to sign for your package and you don't want to go to the depot - in the checkout you can note down some permission to leave instructions to where you'd like the parcel to be left. Just a heads up though, we're unable to accept phone numbers or alternative addresses.  

 

What forms of payment do you accept?

We accept Visa, Mastercard, BPAY, PayPal and zipMoney for all orders.

All of our online payment methods are encrypted with the highest level of security. We use the latest electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. 

Will the price of this product stay the same?

At Snowys we aim to be consistent with our promise of Everyday Low Prices – and it’s a pledge we take very seriously. If the price goes down, it'll likely mean that we've bought a bulk amount of stock at a very special price. If the price has unfortunately gone up, the supplier has likely been forced to bump up the cost of the item. 

Occasionally there will be a glitch in the system, and so Snowys reserves the right to amend any pricing errors that occur.

How do I know if it's safe to shop with you?

Snowys.com.au takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it. If you have any concerns, check out our privacy policy or read up about our online security measures

Do you accept American Express?

Unfortunately, we don't.

We’re aware of the frustration American Express cardholders have when they're unable to use their Amex at certain retailers. At Snowys our profit margins are fairly tight, so we're unable to accept Amex because it helps us to keep our prices as low as possible. 

When is my credit card charged?

If you select to pay by credit card, you will be prompted to enter your credit card details into our secure checkout (see Online Security for more info). Which is then processed by our bank and your card is charged for the total value of your order. Please note that if your credit card is declined when placing an order, an error message will appear and you'll have an opportunity to review your details.

Is it safe to use my credit card on snowys.com.au?

We put every measure in place to maintain such a high level of security and safety of the personal information you provide while using our site. For more information, please take a look at our privacy policy &/or our security page

Do your prices include GST?

They sure do - all prices on our website include GST.

What is BPAY & how can I use it?

So what is BPAY?
It's a secure and easy method of payment that allows you to pay bills directly from your bank using telephone or internet banking. BPAY is one of the safest and most convenient payment methods available in Australia, as payments are made directly from your bank. 


How can you use BPAY?

  • Simply add your items to your bag like you would with any other payment method.
  • In the checkout, you'll see the Bpay tab under 'Pay', select that and then place your order.
  • We'll then send you an email with a Biller Code and a Reference Number.
  • Your next step is to access your bank’s telephone banking or internet banking, and select the 'Pay A Bill' or 'BPAY 'option. You can then enter Snowys Biller Code, Reference Number and Payment Amount to pay for your order.

It's that easy! And just a heads up, BPAY payments can take 1-2 days to process. We will dispatch your product when payment is confirmed.

What is Paypal & how can I use it?

So what is Paypal?
PayPal is a secure online payment method that ensures your financial details are kept safe and secure when buying online.

How can you use Paypal?

  • Simply add your items to your bag like you would with any other payment method.
  • In the checkout, you'll see the Paypal tab under 'Pay', select that and then place your order.
  • You'll then be directed to Paypal - where you can complete your payment.

It's that easy! And just so you know, you don't even need to be a Paypal member - if you don't want to sign up, you can just use Paypal to pay with your credit card and you get the added security.

If your payment is successful, we'll be able to send your order out right away.

What is zipMoney & how can I use it?

So what is zipMoney?

Zipmoney works a bit like a lay-by order, which you pay off over time... except with zipmoney - you get the gear right away! How good is that?!

How can you use zipMoney?

  • Simply add your items to your bag like you would with any other payment method.
  • In the checkout, you'll see the zipMoney tab under 'Pay', select that and then place your order.
  • You'll then be directed to zipmoney - where you can create an account (in 2 minutes).
  • Once you're all set up with your zipMoney account, you're order is all done and your order confirmation will appear.
  • You'll then have 4 months to pay off the order.

Just so you know, zipMoney offer up to $2000 so your order will need to be less than that amount.


Do you deliver to Parcel Point?

For those who might never be home during delivery hours, Parcel Point is a really cool delivery option. For those who don't know, a Parcelpoint location is usually a business (newsagent, supermarket etc) in your local area who've partnered with Parcelpoint as designated pickup points.

Simply pick your closest pickup point in the checkout, and we'll do the rest - you just need to swing past and pick it up!

We decided that we should set some rules, otherwise little old Betsie down at the local newsagent might have some issues grabbing a 30kg tent from out the back. So we decided to limit the parcels to 10kg & 120cm cubic weight/dimensions.

You check the dimensions of your item in the specs section of the product page before you decide to use this delivery option. To deliver using this method, select Parcel Point at the checkout. 

Can I 'Special Order' an item that is not on your website?

Yes. We are always researching and adding new items to our website so if there’s something in particular you have in mind but don't see on our website, please get in contact with us. We love a challenge and will do whatever we can to help.

How do I return an item?

Just to let you know, we're working on making this a much easier process - which will hopefully be ready in the near future. For now though, please send through an email to service@snowys.com.au, we'll take it from there.

How do I package my return?

When returning your items, please make sure the items are well supported to prevent any damage on the return trip. Hopefully, you might still be able to re-use the packaging your order arrived in, otherwise a box or bubble wrap would be the safest options.

If a returned item comes back with some damage, it'll be really hard for us to issue a full refurn or exchange - so we recommend showing off your best wrapping skills.

How do I know when you've received my return?

When you send item back to us, the courier, depending on the service, should provide a tracking number. With the tracking number, you'll be able to keep a close eye on it's journey back to our store. When the parcel arrives into our store, we'll quickly push it through to our customer service team to process. If you've requested a refund for the item, we'll send you an email as soon as the process is complete. Just a heads up though, refunds can take up to two business days to be processed.

How long does it take to process a refund?

We do our best to process refunds as fast as possible, although sometimes our accounts team can be a bit under the pump. We'd suggest allowing up to 2 business days for your refund to be processed. Also, depending on your bank, take another 1-2 days to show up in your account.

What if the item I received is not what I ordered?

Our packing team has many processes in place to make sure your order is processed quickly - and more importantly, accurately. Unfortunatly though, the occasional slip-up has happened.
If the item you've received is not what you ordered, please contact us on 1300 914 007 as quickly as you can... we'll then arrange the fastest return in history to make up for the blunder. Which is of course, at no cost to you.

What happens if I used the item, can I still return it?

This is a tough question to answer, so maybe take a seat... 

Unfortunately we're unable to offer a full refund unless the item is returned in as-new condition, which means:

  • Unopened
    Unfortunately we're unable to accept items that have been opened, it'll lose that awesome fresh feeling for the next customer who buys it. 
  • Unused
    This one is pretty obvious, make sure you love your new item before you give it a go. 
  • All tags and labels attached
    Avoid taking the tags off until you're sure you'd like to keep the item. 

What if the item is faulty?

If the item you received is faulty, please flick us an email as soon as you can. In the email, could you please note your order details, the issue with the product & if possible, some photos of the issue. This will help us work out the quickest and easiest way to have this resolved for you.

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