Shipping & Returns

Shipping

For International orders please Contact Us.


When you place an order, the shipping is calculated in the cart, based on the availability of your items and the shipping options you choose.  
We use a weight based system.

Australia Wide Shipping Prices

Regular Post

  • Up to 500g = $9 
  • 500g - 3kg = $14
  • 3kg - 5kg = $18
  • 5kg - 20kg = $35
  • 20kg - 35kg = $37 
  • Bulky Items have a set shipping cost displayed on product pages.

 Express Post

  • Up to 500g = $12 
  • 500g - 3kg = $17
  • 3kg - 5kg = $27
  • 5kg - 10kg = $50
  • 10kg - 15kg = $75
  • 15kg - 20kg = $100
  • Bulky Items have a set shipping cost and are not able to be sent Express.

 

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

If it is not our error, you pay for all postage.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
 

Returns Proceedure

1. If you need to return an item, simply login to your account.

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2.  View the order using the "Complete Orders" link under the My Account menu.

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3. Click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

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4.) In the next screen select the products you want to return using the Qty. to Return drop down boxes, choose the Return Reason. The Return Action and Comments are optional fields.

Click on Submit Return Request.

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If Guest Checkout was used.

Email us via Contact Us to request a return.  Please note all returns must be approved, prior to you sending any items to us.  

Special Orders

Any item purchased through Big Water as a Special Order (not normally stocked item or not advertised on our website can only be returned if there is a fault with the product.  Not just from a change of mind or an incorrect purchase.