FAQs
Q: How long does it take to process an order?
A: Most of our orders are picked, packed and handed over to the shipping partners within 2-3 days from the moment we receive them. A small percentage of our orders from certain warehouses can take 3-4 days to move through that process.
Our warehouse staff in all our locations work tirelessly to get orders out and into the hands of the carriers as quickly as humanly possible. As soon as they do, our system will issue you with the tracking number associated with your order.
Q: Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
Q: Can I cancel or make changes to a placed order?
A: If you wish to update or cancel an order, please contact us at Info@au-burbansharks.com so we can help you with the request.
Q: How do I return an item?
A: If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Q: What if the item(s) I received are defective/incorrect/damaged?
A: Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Q: When will I receive my refund?
A: All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Email -Â Â info@au-burbansharks.com