If you placed an order for a product plus accessories and only receive your unit, your accessories will arrive separately via another tracking number.
Preparation Time and Tracking Information Availability
On occasion and due to high demand, preparing your order may take up to 3 business days (or more) after your order has been placed. Our warehouse team processes orders as fast as possible, and in these times, we ask for your patience.
If an order is placed on the weekend or public holiday, please note that dispatch ETA times (as referenced above) will begin from the next working day.
For tracked shipments, once a tracking number has been sent, your order will be marked as dispatched. Please allow 12 hours for the consignment number to register in the courier’s tracking system.
Express Shipping for Parts and Accessories
We also offer Express Shipping for an additional fee on orders for parts or accessories. The estimated delivery time on Express Shipping is 1 to 4 business days.
Shipping for Products
Please check our Shipping Calculator on the product pages in order to get a precise delivery cost.
Shipping of units, parts, and accessories is fully tracked with our tracking numbers, and you will be able to follow your parcel closely.
If you are considering purchasing multiple sets, please contact us regarding shipping and we may negotiate better shipping rates.
Hold – The payment is still being processed. The address may have been entered incorrectly, or there may be other reasons. We will be in touch if we need more information from you before shipping the order out.
Pick – The order is ready to be shipped out to your selected address and will be handled by warehouse staff in the next 5 business days.
Pack - The order is being prepared for shipment by the warehouse staff.
Dispatched - The item was shipped (left our warehouse) and is now with one of our couriers.
Product Return Terms & Conditions
1. The Free 14-Day Product Return is available on all Products at Street Smart Innovations. The 14-day period commences from the date of delivery. Intention to return the Product within the parameters of the scheme must be notified by contacting us within 14 calendar days from the date of delivery.
2. Products can be unpacked and assembled for sizing and inspection purposes only. Products cannot be taken on test runs, where the Product can suffer wear and tear. Failing to reasonably comply with theseterms, andreturning Products that are not in “as new” condition, will attract a minimum fee of $50, or potentially even void the right to refund.
- If your Product was already damaged when you received it, please report the damage as soon as possible. Please take photos of the damage and email them to us via our contact form.
- Products must be packaged safely in the same original packaging used to deliver the Product to you. Please retain the packaging in the event of a return.
- If the pick-up is not successful because the item was not ready, we are charged a rebooking fee. We can book another pick-up on your behalf, however, we will need to pass on the additional fee to you. This may be deducted from your total refund.
- To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
3. Damage caused by improper use, abuse of the policy, or incorrect assembly will be charged at full retail rates.
4. Street Smart Innovations will organise a pick-up of the Product from your designated address in the event of a return. You will be required to be present on the scheduled day of the pick-up in order to hand the Product to the courier. The cost of the return delivery will be deducted from your refund amount.
5. If the Product incurs damage during the return transit due to inadequate packaging by the customer, Street Smart Innovations reserves the right to charge the customer the cost of replacement of the damaged part or component.
6. Refunds will be available once one of our mechanics has thoroughly inspected the Product that was returned to our warehouse.
7. Refunds will be issued immediately after the Product has received approval from our mechanics. Failing the inspection, customers will be contacted about the break of policy and fees. Bear in mind that some banks can take up to 10 business days to finalise the transaction after we issue the refund.
8. The refund for the Product does not include any shipping costs incurred during your original transaction. Return shipping within our 14-day policy is charged at cost.
9. There are certain situations where only partial refunds are granted: (if applicable) 15% Restocking Fee applies to all returns.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
10. A 15% Restocking Fee applies to all returns. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
11. Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
What if I want to keep my Product?
You do not need to do anything. Outside of the free 14 days return period, your Product is still covered by the manufacturer’s warranty.
What if I received a damaged Product in transit?
In case you have received a Product that has been damaged in transit, please take photos of the damage and email them to us via our contacting form.
Do I get a refund for the initial shipping cost?
The initial shipping cost will not be refunded.
How is the Product being picked up from my address?
Street Smart Innovations will organise for your packaged Product to be picked up for free. We will work with you to arrange a date for the Product to be collected from your designated address.
Make sure to be present at the scheduled date to hand the Product over to our courier. We recommend customers call our carrier TNT on the morning of the pick-up to get an estimated time of arrival.
What if I want to return my Product after the 14-day free return period?
Outside of the 14-day free Product return period, products will only be accepted back within 30 days of purchase and only if they are new and unused.
Please contact us before returning a Product to ensure that we can advise you on the best and cheapest method of getting this resolved. On receipt and examination of the Product, we will email you to advise of the refund procedure. Depending on your bank, refunds take up to 14 business days for the funds to be returned to your account.
What if I need to replace an item?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to 27 West Church Street, Deloraine, TAS, 7304, Australia.
What about my accessories?
Our normal returns policy applies to unused accessories. Please check our Returns Policy here.
When will I get my refund?
Refunds will be available once one of our mechanics has thoroughly inspected the Product that was returned to our warehouse. Refunds will be issued immediately after the Product has received approval from our mechanics. Failing the inspection, customers will be contacted about the break of policy and fees.
The refund for the Product does not include any shipping costs incurred during your original transaction. Return shipping within our 14-day policy is free of charge.
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted. Bear in mind that some banks can take up to 10 business days to finalise the translation after we issue the refund.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
How can I return my product?
To return your product, you should mail your product to 27 West Church Street, Deloraine, TAS, 7304, Australia. You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.