Can’t find the answer to your question below? Use our Contact Form to get in touch.

I have a problem with my order!

Use our Contact Form to get in touch, and please include your Order Number where possible.

Do you take payment at time of placing the order, or when the order ships?

Our website takes payment at the time you place an order.

Do you ship to my address?

Yes! Enter your shipping address at checkout for postage options and pricing. Free shipping is activated for for international orders $400AUD and above.

Where is my order?

Use our Contact Form to get in touch, and please include your Order Number where possible.

I have a suggestion for a future release.

Use our Contact Form to let us know, we’ll make sure the message gets to the right people!

I no longer want an item I have pre-ordered.

We do not allow refunds on pre-orders. However, please use our Contact Form to let our team know your issue, so we can grant exceptions in rare circumstances. For more information, please consult our Refund and Returns Policy.

My order has shipped, where is the tracking?

You should receive an automated email from Australia Post with tracking information when your order ships. Please check your junk mail if your Via Vision account reads Order Shipped, but you have not received this email.

If my order contains both In Stock items and Pre-Order items, when does the order ship?

Orders that contain Pre-Order items will be sent when Pre-Orders items are in stock. Your order will be sent in full, and not split.

How can I create an account?

You can create an account when placing your first order with us. At checkout, ensure the box “Create an account?” is checked.

There is a difference in my order total and the amount charged to my card.

Please be aware that you are responsible for any currency conversion fees and losses charged to you, if checking out in a currency other than AUD.

I am an international customer. Will I be charged any import fees, customs fees, or additional taxes?

While we make every effort to help avoid these, we cannot guarantee what your country may charge you, once the order arrives in your country.