Shipping policy

H20PAL Shipping Policy

Shipping Within Australia

H20PAL ships orders Australia-wide from Dalby, Queensland.

We aim to get your gear packed and on its way as quickly as possible.

Dispatch Times

In-stock orders placed before 2:00pm on business days are dispatched the same day.

Orders placed after 2:00pm, on weekends or on public holidays will be dispatched on the next applicable business day.

During particularly busy periods, promotions or circumstances outside our control, dispatch times may occasionally be longer.

Shipping Rates

Available shipping options and applicable costs are calculated and displayed at checkout based on your order and delivery location.

Any free-shipping promotions are subject to the conditions stated with the relevant offer.

Delivery Times

Delivery times vary depending on your location and the shipping service selected at checkout.

Any delivery timeframes provided by H20PAL or the carrier are estimates only and are not guaranteed. Delays may occur after dispatch due to circumstances outside our reasonable control, including carrier delays, weather events and peak delivery periods.

Order Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Please allow some time for tracking information to become active after your parcel has been collected or lodged with the carrier.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you notice an error in your shipping details, contact us at support@h20pal.com.au as soon as possible. We will do our best to update the details before dispatch, but changes cannot be guaranteed once an order has been processed or handed to the carrier.

Additional shipping costs resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by law.

Local Pickup

Local pickup is available from Dalby, Queensland where offered at checkout.

Please wait until you receive confirmation that your order is ready for collection before arriving.

Pickup instructions and collection details will be provided with your order confirmation or ready-for-pickup notification.

Damaged in Transit

Please inspect your order when it arrives.

If your order appears to have been damaged during transit, contact us as soon as possible at support@h20pal.com.au and provide:

Your order number
Photos of the damaged item
Photos of the packaging and shipping label
A brief description of the damage

We will assess the issue and assist with the appropriate next steps.

Please retain the item and original packaging while the issue is being assessed, as they may be required for a carrier claim.

Nothing in this policy limits your rights under the Australian Consumer Law.

Lost or Delayed Parcels

If your tracking information hasn't updated for an unusual period or your parcel appears to be significantly delayed, please contact us and we can assist with investigating the shipment with the carrier.

A parcel being delayed does not necessarily mean it has been lost.

Where a parcel is confirmed as lost, we will work with you to provide an appropriate resolution in accordance with applicable consumer law.