1) Free shipping eligibility
Hoverboards: Free standard shipping Australia-wide.
*All other products: Shipping is calculated at checkout by postcode, size/weight and service selected. From time to time a product page may advertise free shipping for that specific item—if so, it applies only to that item.

2) No changes or cancellations after order is placed
Orders enter our automated processing queue immediately after the order is placed (payment authorised). Changes or cancellations aren’t possible once an order is placed—this includes address edits, product/colour swaps, shipping method changes, combining/splitting orders, or cancellations—even if your order still shows as “Unfulfilled” or “Processing.”

3) Tracking
You’ll receive tracking details and a link via email as soon as your order is dispatched.

4) Address accuracy (customer responsibility)
Please enter a complete and accurate address (incl. unit/apartment number).
If an incorrect or incomplete address causes non-delivery, return-to-sender, or delivery to the address you entered: the order is considered fulfilled and no refund is due once dispatched.
If the parcel is marked Delivered (including Authority to Leave) at the address provided, risk passes on delivery and no refund or free reship is available.

5) Return-to-Sender (RTS)
If a parcel returns due to customer error (wrong/incomplete address, not collected, delivery refused), a $15 reship fee applies (or the actual courier charge for bulky/remote shipments).

6) Bulky/remote surcharges
Certain large items or remote postcodes may attract a surcharge. Any surcharge appears at checkout before payment.

7) Authority to Leave (ATL)
If you grant ATL, risk passes on delivery at the address provided. If you prefer a signature on delivery, choose it where available (fees may apply).

8) Lost parcels
If you suspect a loss, email support@hoveroo.com.au and contact the courier. We’ll lodge an investigation (timeframes vary). While the investigation is open, we can’t send a free replacement. Parcels lost due to incorrect/incomplete address, not collected, delivery refused, or marked Delivered under Authority to Leave are not eligible for refund or free reship; reship fees apply.

9) Express shipping fees & terms
-Optional upgrade: Express is a paid upgrade shown at checkout based on postcode, item size/weight and carrier availability.
-Hoverboards: Free standard shipping applies; express upgrade (if offered) is charged.
-Estimates, not guarantees: Express speeds are faster but not guaranteed; we don’t refund express fees for carrier delays or missed target windows.
-Non-refundable once in motion: Express fees are non-refundable once a label is purchased or the order has dispatched.

10) Dispatch times
-Standard: Orders dispatch within 2 business days (48 business hours).
-Express (if selected): Orders dispatch within 1 business day (24 hours).

11) Damaged on arrival 
If your order arrives damaged, please email photos of the outer carton, shipping label and product to support@hoveroo.com.au (ideally within 48 hours). We’ll assess and may request the item be returned or collected.If the damage is a major failure, you can choose a replacement or full refund.If the damage is a minor failure, we’ll repair, replace or refund at our option.Where a problem is confirmed, we’ll cover reasonable return postage or collection costs and organise the remedy promptly.

12) Delivery timeframes (estimates) 
- Metro: typically 1–4 business days
- Regional & remote: typically 4–7 business days

13) Delays outside our control
All delivery times are estimates. Once dispatched, delivery is managed by the courier. We can’t be held responsible for courier delays (including express shipping) and don’t offer discounts or refunds for delays. Please contact the courier directly for updates; we’re happy to assist.