Frequently Asked Questions

FAQs

Products:

1. Do you have a sizing chart?

Click here for sizing chart

2.  Do you have a returns policy?

We are happy to exchange wherever possible and will give a full refund if we cannot satisfy the customer. When goods are returned for the wrong size ordered however, we expect the customer to pay the postage both ways.

3. I’m after an item that doesn’t appear in your online range. Can you order it in for me?

We will certainly try. If you are looking for a particular product not and can’t find it on our website, please contact our Canberra Store on +61 02 6262 7194

 4. I’m a Canberra Raiders Football Club member. How do I get a discount?

Canberra Raiders members receive 10% discount on all full price Raiders products. All you need to do is enter the member code in the coupon section during checkout.

 

Purchasing:

1.Do I have to use my a Credit Card to make a purchase?

No, you can make a purchase by the Cash On Delivery option at the checkout.

2. What happens with a Cash on Delivery order? (Available in Australia only)

You can elect to pay for your purchase via C.O.D. at the checkout. C.O.D. parcels go to the Post Office closest to your delivery address and they will advise you of the arrival of the parcel for you to collect from the Post Office.

C.O.D. charges are determined by AUSTRALIA POST and the minimum cost is $19.45. The further the parcel goes and the heavier it is, the more cost is applied.

You will be required to pay the C.O.D. charges at the Post Office when you collect your delivery.

PLEASE NOTE:

C.O.D. orders are only held for 2 weeks at the Post Office and will be returned to us if not collected. Once this happens we will not send C.O.D. to you again.

COD payment option is not available on orders that contain jersey numbering.

4. What types of Credit Card do you accept?

We accept MasterCard and Visa.

5. Is it secure to use my Credit Card online?

Yes! Our checkout system is integrated in the world leading online payment gateway eWay,  which uses military-grade servers and software to encrypt and protect your data. eWay is verified as a tier-one PCI DSS compliant partner, means we adhere to the highest security standards set by Visa and MasterCard and your payments are in good hands. This ensures your information is kept private throughout the entire checkout process.

For maximum security, we also recommend that your operating system has the latest security updates installed, along with the latest virus definitions for your anti-virus programs.

6. How are the orders processed?

We securely receive your order online and process it at our Canberra Store.

Step 1: You complete your order using our secure online check-out, and a confirmation message is sent to your email address

Step 2: We receive notification of your order, and process it at our Canberra Store

Step 3: Your product is shipped to you via Australia Post

 

Delivery:

1. What will the postage cost:?

POSTAGE CHARGES WITHIN AUSTRALIA

1-2 items $12.00
3-4 items $15.00
5-10 items $30.00

INTERNATIONAL POSTAGE CHARGES

New Zealand
1-2 items $25.00
Extra items $5.00 per item
UK & Europe
1-2 items $35.00
Extra items $5.00 per item
USA
1-2 items $30.00
Extra items $5.00 per item

CUSTOMS INTERNATIONAL CHARGE:

All of our delivery charges are calculated during the order process. Therefore you will be responsible for any local duties payable on the receipt of your order should they be levied by the country of importation. Items delivered via International Courier are more likely to have Custom and VAT, GST or local taxes and charges levied by the importing country.

2. How soon will I receive my order?

Depending on stock availability, all orders leave our Canberra Store within 24/48 hours of receiving the order. We do ask that you allow up to 2 weeks for delivery, but in most cases orders are delivered within Australia in the space of 2-5 working days.

If there is stock availability issue on certain products in your order, you will be contacted promptly and alerted to the status of your purchase. For more information on products and delivery, please contact the store.

4. Can I get an Express Post delivery?

Certainly. Express post takes 1 to 2 business days depending on your area. Please see Express Postage rates below:

1-2 items $18.00
3-4 items $25.00
5 items $50.00

Bulky and heavy items may cost extra, we will contact you if necessary.

Personal information

1. What are ‘Cookies’ and what do they do?

Cookies are small text files which the website uses to remember the products that you have placed in your shopping trolley. By the use of cookies, our website can remember what items are in your shopping cart, even if you surf around other websites after you have selected the items! Our cookies are completely harmless and expire after 24 hours. we do not store any personal user details in the cookies – only the contents of your shopping cart are stored.

 2. Is my personal information kept private?

We guarantee that all personal customer information acquired is kept on our own private customer database and will not be shared, sold or given to any third party. By placing an order you are automatically added to our private mailing list, which you can easily remove yourself from at any time you wish. Please view our privacy policy for full information.

3. Do you have a mailing list?

We certainly do. You can subscribe to our newsletter from here.

4. How do I manage my newsletter subscription?

UNSUBSCRIBING

When you receive an email, a unique unsubscribe link is provided and all you need do is hit the link to be removed from that particular mailing list.

My enquiry does not appear on this FAQ page.

For website technical support, please call us on +61 02 6262 7194 during normal AEST business hours. We strive to provide our customers with a quick response and friendly service every time.