HOW LONG WILL MY ORDER TAKE?
Most B.I.A Supply Co. products are made to order.
That means we actually have to make the thing before we can send the thing. Revolutionary stuff.
Production and delivery times vary depending on the product, destination and time of year. Estimated delivery information will be shown at checkout where available. These are estimates rather than guarantees because machinery, couriers and the general passage of time remain difficult to threaten.
Once your order ships, tracking information will be sent to the email address used at checkout.
If something gets properly held up, get in touch and we’ll deal with it. No smoke machine. No corporate séance. No pretending your email fell into a different department.
WHERE DO YOU SHIP?
B.I.A Supply Co. currently ships to Australia and New Zealand.
More regions will be added as interest grows and we work out where the bad ideas are travelling next.
Available delivery options and charges are shown at checkout.
If checkout lets you send it there, we’ll do our best to get it there without accidentally starting an international incident.
WILL MY ORDER ARRIVE IN ONE PACKAGE?
Not necessarily.
Some products are produced or fulfilled separately, which means one order can arrive across multiple packages.
If half your order turns up first, the other half has probably not disappeared into the void. The logistics have just decided the story needed another act.
CAN I CHANGE OR CANCEL MY ORDER?
No. Check twice. Checkout once.
Because products are made to order and production can begin immediately, we do not accept customer-requested changes or cancellations once an order has been placed.
If we are unable to fulfil all or part of your order, we will let you know and refund the affected amount. That is not a loophole. That is us being unable to make the thing.
CAN I RETURN SOMETHING?
We do not accept returns, refunds or exchanges for non-faulty products.
If your item arrives faulty, damaged, misprinted, materially different from its description or not what you ordered, get in touch and we’ll sort it out in line with your rights under applicable consumer law.
Please include your order number, a description of the problem and clear photos of the item, packaging and shipping label where relevant. Useful information makes figuring out what went wrong considerably less mysterious.
If we sent you the wrong thing, that’s our problem. We’ll own it.
WHAT ABOUT CHANGE OF MIND OR THE WRONG SIZE?
No change-of-mind returns. No wrong-size returns. No direct size exchanges on non-faulty items.
Please check THE FIT, the measurements and the fit notes on the individual product before ordering.
Choosing a size based entirely on confidence is respected.
It is not, however, a recognised system of measurement.
If we send you a different size from the one you ordered, that counts as an incorrect item and we’ll handle it properly.
WHERE DO I SEND AN APPROVED RETURN?
Contact us before sending anything back. Do not return an item to the sender’s address shown on the parcel unless we specifically tell you to.
Different products may be fulfilled from different locations. If a return is required, we’ll provide the correct instructions and return address after reviewing the issue.
Sending it wherever feels spiritually correct is not a returns system.
If an item is confirmed to have a covered problem, we’ll arrange or reimburse reasonable return postage where required by law. See our Refund Policy for the complete details.
WHAT IF MY ORDER IS LOST?
If your tracking shows something has gone wrong, or your order hasn’t arrived within a reasonable timeframe, contact us with your order number.
We’ll look into it and work out whether it’s delayed, misplaced or currently touring the country without permission.
WHAT IF I ENTERED THE WRONG ADDRESS?
Please check your delivery details carefully before placing your order. Once an order has been placed, we do not accept address changes or cancellations.
If a parcel is sent to the address supplied at checkout, we cannot guarantee that it can be recovered, redirected, refunded or replaced free of charge. If it is returned, additional delivery or production costs may apply.
We’ll still help where we reasonably can. We just can’t negotiate with a parcel that has already committed to the wrong postcode.
DO I HAVE TO PAY IMPORT DUTIES OR TAXES?
International orders may be subject to local customs charges, duties or taxes depending on the destination.
These charges are determined by local authorities and are generally the customer’s responsibility unless stated otherwise at checkout.
Unfortunately, B.I.A Supply Co. has not yet acquired control of governments, customs departments or mysterious border paperwork.
NEED HELP?
Use the Contact page and include your order number if your question relates to an existing order.
Give us the useful information. We’ll take it from there.