FAQ – Frequently Asked Questions
Welcome to the GearStage FAQ page. Below are the answers to the most common questions regarding our products, purchasing process, shipping timelines, payments, and return policies within Australia.
1. Ordering and Products
Are the products on your website genuine?
GearStage is an independent online retailer — we are not an authorized dealer for the brands listed on our store. Every product we sell is genuine and brand new, sourced from established distributors, and covered by the consumer guarantees under the Australian Consumer Law and our 14-day return policy. Manufacturer warranty terms vary by brand and region and may differ for products sourced internationally — if warranty coverage is important for your purchase, contact us before ordering and we will confirm what applies to the specific item.
Can I modify or cancel my order after placing it?
- Order Modifications: If you need to change items in your order, please call or email our customer support team within 2 hours of placing the order.
- Cancellations: You can cancel your order completely free of charge within 24 hours of purchase, provided the items have not been dispatched. Once an order is handed over to our couriers, it cannot be canceled or modified, and you will need to follow our standard return process.
2. Payments and Financial Security
What payment methods do you accept?
We accept PayPal (recommended): pay with your PayPal balance or a credit/debit card through PayPal’s secure checkout — a PayPal account is not required, and every PayPal order is covered by PayPal Buyer Protection. All payments are processed securely through PayPal.
Is my billing and personal information secure on your site?
Absolutely. All transactions and user interactions on GearStage are protected using industry-standard secure SSL encryption protocols. We do not store, view, or have access to any sensitive banking credentials or payment account logins.
Are prices displayed in Australian Dollars (AUD)?
Yes. All product prices are listed in Australian Dollars (AUD). We are not currently registered for GST, so no GST is charged — the price displayed is the final amount payable, with no additional taxes, fees, or charges added at checkout.
3. Shipping and Delivery
Where do you ship from, and do you deliver internationally?
We operate and dispatch our inventory out of our central facility located in Fitzroy, South Australia. We sell and ship goods exclusively within the domestic borders of Australia. At this time, we do not support international distribution outside of Australia.
How much does shipping cost?
We offer 100% Free Standard Shipping on every single order nationwide, with no minimum purchase required, no hidden handling fees, and no checkout surprises.
What are your handling and transit timelines?
- Order Cut-Off Time: 5:00 PM (ACST - Australian Central Standard Time). Orders placed before 5:00 PM enter our processing queue on the same working day. Orders placed after 5:00 PM move to the following business day's queue.
- Handling Time: All orders are securely packed and dispatched within 1–2 business days (Monday to Friday) from the date of purchase verification.
- Transit Time: Standard transit via our trusted courier partners (including Australia Post and leading domestic freight networks) typically takes 2–7 business days from order to your door. For remote or regional locations within Australia, delivery may take a little longer.
How can I track my shipment?
Once your package is dispatched from our distribution center, you will automatically receive a confirmation email containing a unique domestic tracking number. Please note that tracking details can take up to 24 hours to become active on the courier portal.
4. Returns, Damages, and Refunds
What is your return window?
We offer a strict 14-day return policy. You have exactly 14 days from the specific timestamp of delivery verification to lodge a formal return request with our support desk.
What are the eligibility conditions for a return?
To qualify for an approved return, the item must be completely unused, unworn, structurally unchanged, and in the exact same condition that you received it. It must be packed securely in its original manufacturer packaging, containing all original branded tags, component manuals, and accessories, accompanied by your valid receipt or invoice proof of purchase.
Who pays for return shipping?
- Change of Mind: If you simply change your mind, the customer is entirely responsible for arranging and paying for the return freight costs.
- Faulty or Incorrect Items: If an item arrives with a factory defect or was damaged in transit, we will bear 100% of the return shipping costs.
What should I do if my parcel arrives damaged or is lost?
- Visibly Damaged Packages: Please inspect the packaging immediately upon arrival. Document any visible damage with photos or videos and contact our team within 48 hours of delivery so we can assist you.
- Lost Packages: If your shipment exceeds estimated transit lines and is suspected lost, notify us within 7 days. We will launch a formal courier investigation. If confirmed lost, we will promptly issue a brand-new replacement or a full refund in compliance with the Australian Consumer Law (ACL).
How long does it take to process my refund?
Once your returned item reaches our facility and passes our structural verification inspection, we will notify you via email. Approved refunds are issued automatically back to your original payment method within 5 business days. Please note that banking institutions and credit card providers may require additional processing days to post the balance to your ledger.
5. Customer Support Contact
How can I contact GearStage for immediate assistance?
For any questions regarding order status, payments, technical product specifications, or policy validations, please contact our support team directly:
Store Name: GearStage
- ABN: 61 140 122 193
- Phone: +61 468 251 864
- Email: support@gearstage.store
- Address: 13 Braund Rd, Fitzroy, SA 5082, Australia
- Administrative Support Hours:
- Store & Order Processing Hours
Monday: 9:00 AM – 5:00 PM
Tuesday: 9:00 AM – 5:00 PM
Wednesday: 9:00 AM – 5:00 PM
Thursday: 9:00 AM – 5:00 PM
Friday: 9:00 AM – 5:00 PM
Saturday: Closed
Sunday: Closed
Orders are dispatched Monday to Friday. An order placed after 5:00 PM, on a weekend, or on a public holiday is dispatched on the next business day — for example, an order placed on Friday after 5:00 PM is dispatched the following Monday.
Dispatch & Delivery
• Processing and handover to the courier takes 1–2 business days.
• Delivery time depends on the carrier and region – 2 to 7 business days.
• Shipping is free on all orders — no minimum spend. - Orders placed after 5:00 PM are processed the next business day.
- Standard Turnaround: We aim to respond to all written inquiries within 24 hours.