Shipping & Delivery

We know you want your new gear as quickly as possible, so we do our best to get orders packed and on their way promptly.

Order Processing

Most in-stock orders are processed within 1–3 business days, excluding weekends and public holidays.

Once your order has been dispatched, we'll send you a shipping confirmation with tracking details where tracking is available.

Products listed as supplier stock, pre-order or backorder may take longer to dispatch. Any estimated availability or lead time shown on the product page is a guide and may change depending on supplier availability.

Australian Shipping

Shipping charges are calculated and displayed at checkout.

We offer free standard shipping on eligible Australian orders over $250.

Some bulky or oversized products are excluded from free shipping and may have a separate freight charge. Any applicable shipping charge will normally be shown at checkout.

Large & Bulky Items

Some of the gear we sell is big!

Items over approximately 103 cm may not be eligible for Express Post, and bulky items over approximately 107 cm will generally need to travel by courier.

SUP and Wing boards have a standard freight charge of $120 to most Australian destinations where suitable freight is available.

Freight costs for very large items can vary significantly depending on the destination. If the actual cost of shipping an oversized item is unusually high, or we cannot find a suitable freight service at the checkout rate, we'll contact you before the order is dispatched.

You can then choose to:

• approve the additional freight cost; or

• cancel the affected item or order for a full refund.

We won't simply charge additional freight without contacting you first.

Delivery Times

Delivery times shown on our website, at checkout, or provided by Australia Post or other courier services are estimates only and are not guaranteed delivery dates.

Once a parcel has been collected by the carrier, their delivery network and timetable are outside our direct control. BrisKites is not responsible for reasonable delivery delays caused by Australia Post, courier networks, weather events, peak delivery periods, transport disruptions, regional delivery conditions or other circumstances outside our reasonable control.

That doesn't mean we'll leave you on your own if something goes wrong.

If your parcel is significantly delayed, tracking hasn't updated for an unusual amount of time, or you think it may be lost, please contact us. We'll help track it down and, where appropriate, lodge an enquiry with the carrier.

Tracking Your Order

When your order has been dispatched, you'll normally receive an email containing your tracking number.

Tracking information can sometimes take up to 24 hours to appear after a label has been created or the parcel has been collected.

If you're concerned about the progress of your delivery, contact us with your name and order number and we'll have a look.

Click & Collect

Local pickup is available from BrisKites where shown as an option at checkout.

Once your order is ready, we'll send you an email letting you know it can be collected along with any pickup instructions.

Please wait until you receive the ready-for-pickup email before coming in, as some products may need to be transferred or prepared first.

Pickup is available during our current shop hours.

P.O. Boxes

Smaller orders sent with Australia Post can generally be delivered to a P.O. Box.

Larger items that need to travel by courier usually cannot be delivered to a P.O. Box.

If your order contains an item over approximately 1 metre long, we recommend providing a residential or business street address.

Incorrect Delivery Addresses

Please check your delivery address carefully when placing your order.

If you notice an error, contact us as soon as possible. If the parcel hasn't been dispatched yet, we'll do our best to correct it.

Once an order has been dispatched, we may not be able to redirect it. Any additional freight or redelivery charges caused by an incorrect or incomplete address may need to be paid by the customer.

International Shipping

We ship to many countries around the world.

Available international shipping options and charges will normally be displayed at checkout.

Some products cannot be shipped internationally due to their size, weight or carrier restrictions. This can include SUP boards, Wing boards, lithium batteries and some other oversized or restricted products.

If we're unable to find a suitable international shipping service for your order, we'll contact you.

If an international shipping rate has been incorrectly calculated by the website or carrier system, we'll also contact you before dispatch. You can choose to accept the corrected shipping cost or cancel the affected item or order for a full refund.

International Duties, Taxes & Customs

International orders may be subject to customs duties, import taxes, VAT/GST, brokerage fees or other charges imposed by the destination country.

Unless these charges are specifically shown as included when you place your order, they are the responsibility of the recipient.

Customs clearance can sometimes delay international deliveries. These delays are outside BrisKites' control, but we'll provide any reasonable shipping information we can if you need help with the clearance process.

Customers are responsible for providing any information and paying any applicable charges required by their local customs authorities.

Damaged Parcels

If your order arrives damaged, please contact us as soon as reasonably possible.

It's helpful if you can send us:

• your order number;

• photos of the damaged item;

• photos of the packaging; and

• a brief description of what has happened.

Please keep the packaging until we've had a chance to review the issue, as the carrier may require photos or inspection as part of a freight claim.

We'll work with you and the carrier to get the issue sorted.

Returns & Refunds

Returns, exchanges, faulty products and refunds are covered separately under our Returns & Refunds Policy.

Questions?

If you're unsure about shipping for a particular product or destination, please contact us before ordering. We're happy to check the available freight options.

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded.