Online Orders - Australia Only. For International orders please Contact Us.
Shipping Costs
Free Shipping offer is for orders over $200 for Standard Australia Parcel Post, excludes Bulky items.
For orders under $200 and for Express Post we use a weight based system, you can add items to cart and get an estimate before proceeding to Checkout.
Australia Wide Shipping Prices
Regular Post
- Up to 500g = $9
- 500g - 1kg = $11
- 1kg - 3kg = $14
- 3kg - 5kg = $18
- 5kg - 20kg = $30
- 20kg - 35kg = $37
Express Post
- Up to 500g = $12
- 500g - 1kg = $14
- 1kg - 3kg = $17
- 3kg - 5kg = $27
- 5kg - 10kg = $50
- 10kg - 15kg = $75
- 15kg - 20kg = $100
Delivery Timeframes
Big Water ships from North Queensland.
Regular Parcel Post
QLD
Metro – up to 2 business days
Regional – 2 to 5 business days
All other States
Metro – 3 to 6 business days.
Regional – 4 to 8 business days.
Remote – 5 to 16 business days.
Express Parcel Post
QLD
Metro – 1 to 2 business days
Regional – 2 to 4 business days
All other States
Metro – 3 to 4 business days.
Regional/Remote – 3 to 5 business days.
Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods (Sales or Christmas), due to wild weather, or due to other Australia Post delivery issues that are unforeseen or unavoidable events beyond Big Water’s reasonable control.
Bulky Items
Due to the nature of these items, some bulky products are not available through the online store. Bulky items are specified on their product page with instructions to contact us by email to purchase. We will organise a shipping quote for you by email.
Authority To Leave (ATL)
Australia post parcels cannot have ATL instructions. If you are not home for delivery, you will be left a card from Australia Post with instructions for collection.
Refunds/Returns
In accordance with Australian Consumer Law, we are not required to offer you a refund for sizing, fit, change of mind, or returns. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
However, we at Big Water want our customers to shop with confidence.
You may return (at your expense) items in their original condition (unworn, unwashed, unused, all tags attached) within 30 days of delivery for a full refund of purchase price. *Exclusions Apply.
If you return an item/s to us for a refund, for whatever reason, will have a small 5% restocking fee taken off the refunded items amount.
(*Any item that was a special order (ordered in for you) and not normally stocked items excluded.)
We'll pay the return shipping costs, if the return is a result of our error (you received an incorrect or defective item, etc.).
For any warranty claims on any throwbags, a new throwbag might be sent out as a replacement thowbag. You will need to swap the rope over yourself.
You should expect to receive your refund within two weeks of giving your package to the return shipper.
Please note that there are no refunds or exchanges for safety hardware like carabiners, crossline reach tools or pulleys as these are considered safety devices.
Exchanges for sizes.
You may return and exchange (at your expense) an item if you need a different size. Items must be in their original condition (unworn, unwashed, unused, all tags attached) within 30 days of delivery. Depending on stock levels, there may be a delay while we re-stock.
*Exclusions Apply.
(*Any item that was a special order (ordered in for you) and not normally stocked items excluded.)
How do I return/exchange my item(s)?
Email us via Contact Us to request a return. Please note all returns must be processed by Big Water prior to you sending any items to us.
Please keep a copy of your receipt or proof of shipment, as we cannot process a return without physical goods or proof of delivery.
Warranty Claims
In accordance with Australian Consumer Law,
If you have a minor problem with a product, we can choose to give you a free repair instead of a replacement, or a store credit.
When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund.
How to make a warranty Claim
Email us via Contact Us to make a claim.
