Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
We’re committed to getting your items to you as quickly as possible. Our team carefully packs and ships all orders from our Sydney and Melbourne warehouses, along with our hubs in the USA, ensuring fast and efficient delivery.
Fast Processing - Orders are processed within 48 hours and delivery within 3-9 business days. If your order contains multiple products, they may arrive separately for quicker delivery.
Tracking Provided - Once your order is dispatched, you’ll receive a shipping confirmation email with a tracking link so you can follow its journey.
Note:Â We do not ship to PO Boxes or Parcel Collect addresses.
We don’t ship to PO Boxes or Parcel Collect addresses because many of our products are sent via courier services that require a physical street address. This helps ensure safe and secure delivery to a residential location.
If you live in a rural area, you’re welcome to use a friend’s or neighbour’s address instead, and we’ll ship it there for you.Â
How much do I pay for shipping?
All orders include FREE and fast delivery worldwide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from DryDockâ„¢ to your front door begins. Â
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 3-9 business days* from the day you place it.Â
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the tracking site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 3-9 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.Â
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Courier.Â
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
Do you ship internationally?
Our team carefully packs and ships all orders worldwide from our Sydney and Melbourne warehouses, along with our hubs in USA, ensuring fast and efficient delivery.
Are there any customs/import fees?
All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk-free trial of our products, during which you can request a return at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and/or at checkout. To be eligible for a return:
- Item(s) must have a return requested within 30 days of delivery/receiving of your order. Once your return is approved, you will have 10 business days to return the item(s) and place them in the post.
- Item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless faulty.
- Item(s) must be in the original packaging, which must be in original condition. This includes attached tags and packaging.
- A photo/video of the item in its current condition must be submitted before your return can be approved. This allows us to assess the condition prior to sending it back.
Note: Bundles are not eligible for return. Individual items purchased as part of a bundle cannot be returned separately.
How long do I have to return the products?
We know the drill, life gets in the way! We offer a 30-day return window to request your return, and once approved, you'll have 10 business days to pop it in the post. Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided a return is requested within 30 days of delivery. Once approved, you will have 10 business days to pop it in the post back to us.
Note:
- Not all items are eligible for return. Any exclusions will be called out on product pages and/or at checkout. All products must be returned in as-new condition, with any tags and the original box.
- If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered!
Returns due to defects, damage, or incorrect items will be fully covered by us.
Returns due to change of mind or ordering the wrong size must be covered by the customer.
Simply reach out to our friendly team, and we’ll guide you through the process to make it quick and hassle-free.
Note - Not all items are eligible for return. Any exclusions will be clearly stated on the product page or during checkout.
How long does it take for my refund to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres.
We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately!
If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
Payment
How secure is your payment?
All jokes aside, your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal, Shop Pay, Google Pay.
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale, so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’!
This is offered before the payment page so you’re totally aware of how much you can save.
Note:Â Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
Our website will automatically show prices in the currency of your country - AUD for Australia or USD for the USA.
All pricing is processed in Australian Dollars (AUD) at checkout, but what you see while browsing will reflect your local currency for a more convenient shopping experience.
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us at hi@getdrydockco.com and advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
Email is hi@getdrydockco.com
How do I contact you?
Gone are the days of carrier pigeons and smoke signals.
You can chat with our bot on the right, email us at hi@getdrydockco.com, or text us at +61485088877 (text only, no calls), and I'll (H) get back to you personally.
This helps us keep track of your question so we can help you as best we can. We're only human, so please be patient, we're working as quickly as possible to get back to you.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your DryDockâ„¢ stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our DryDockâ„¢ HQ is located in Sydney, NSW, Australia. Your DryDockâ„¢ products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note:Â Our DryDockâ„¢ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.