Shipping & Returns

How much is shipping?

Back 2 Base-ix® Wargaming Products web store utilises a 'by location' shipping module. So registering with the site with your correct address will give exact shipping costs.

When do you process my order?

As soon as possible! Orders are processed and shipped routinely five days a week. Current PROCESSING TIMES can be found at the top of our website, written on the blue banner. Please note that these are business days, i.e. Monday - Friday. This does not include weekends or public holidays. So, for example, if you purchase on a Monday, the 1st of the month and current processing times are stated as 7-10 business days, then your order is due to ship somewhere between the 10th and 15th of the same month if there are no public holidays during that period.

Items that are custom made, such as The Rack in your chosen acrylic colours will usually take 2-4 EXTRA business days to have shipped on top of those found at the top of our site, written on the blue strip.

You will be informed by e-mail as to what your order status is. Other information like tracking links if appropriate will also be supplied when looking at your order on our site. Please be sure to check your order history in 'My Account' when logged in.

Please note that selecting an Express shipping option does not decrease the processing time for your order, nor does it push your order further along or to the front of the queue. However it should decrease the travel time it takes to get to you once it has left us when compared to the non express options..

Which postal service do you use?

Our domestic shipments are handled with Aramex Couriers or Australia Post. Lighter weight parcels (under 1kg) will typically travel with the later. If you qualify for free shipping with your order (thus not selecting a service at checkout) and wish to specify either of the two we use, please get in contact with us at the time of purchase.

What about international shipping?

We send international packages by Australia Post International Delivery. There is also an Express option at checkout, also using the same shipping provider.

Can I track my order?

Current shipping services allow us to supply a tracking number for Australia Post Regular Post, Express Post and Courier shipments to our domestic customers.

For our International buyers, Australia Post International Mail shipments can be tracked online. Details will be provided in your purchase history.

And import taxes?

If you live outside Australia, you may be subject to import taxes or customs duty. We are afraid we are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges if any, you may be liable for. Please don't ask us to doctor the CN22 Customs Declaration sticker on your package - it is against the law to provide false information.

How well will you pack my order?

Your order will be packed as well as we can possibly do so; nearly all will be sent in shipping cartons, wrapped in good amounts of protective materials. Having sent many parcels all around the world, items always arrive intact.

Can I get my order insured?

Yes. Insurance is available to most countries around the world. Please contact us for a quote if this is what you require.

What if I have given incorrect/insufficient address details and my shipment is 'Returned To Sender'?

Once the parcel is returned to us (as seen by the tracking history and confirmed by our staff to you) we will inspect the items. If anything needs replacing due to travel damage we will replace them free of charge and repackage the entire order.

To have the parcel sent a second time however, we will require a second payment for those postage costs. Even if your first delivery attempt travelled with free postage, we ill let you know what the second delivery charge will be. We will communicate with you what those costs are and how to make payment as it will be done through your existing purchase on our site.

Should you decide you would like to cancel your order instead of having it shipped a send time, due to insufficient/incorrect address details given at the time of purchase, we will of course refund you. But this refund will be minus the shipping costs on your purchase order, and/or those shipping charges incurred by us due to 'free delivery' being given to you when the purchase was made.

So please, so as not to incur additional charges, have your shipping address detail entered correctly.

What if my order has become lost within the delivery network?

If you don't receive your items within twenty-eight days of dispatch notification (or two calendar months if you live outside Australia) - i.e., the date mentioned on the Items Dispatched e-mail -  please let us know and we will organise replacement items immediately. This is totally free of charge but please note we cannot arrange a refund, only replacement items. It is our experience that very few packages actually go missing, however, and usually, a quick call to your local post sorting office and/or customs office will magically produce a package that has been waiting for you.

Once you have contacted us regarding lost items and we have sent out replacements, we must ensure any further orders you place with us will be sent using insured delivery. This will need to be added to your shopping basket, but you will have to pay for this extra cost of course. Please contact us prior to making further purchases with us if you have experience missing parcels in the past. We will not process your order unless insurance is taken out in these circumstances.

What if my order is damaged?

Should your parcel arrived damaged please take photographic evidence immediately. Photos should include the state you received your parcel (prior to opening, displayed unopened and unpacked) and also the damaged contents themselves (once opened and unpacked), all images showing the damage clearly (some close-ups may be needed). This evidence will be forwarded to our own Shipping Authority when making a claim against the service.

Before returning any item, please message us first as we may be able to organise replacement parts immediately while we oversee any compensation claim in the interim. If a return is required, as stated by us at time of communication, please return the damaged goods to us and we will organise replacement items as soon as we receive and inspect them. This will cost you nothing extra and is totally free of charge should the postal service be deemed at fault for the damage of your goods.

Can I return an order?

Yes, you can return any item to us whenever you wish - within 7 days of being received - and your items will be refunded for the full amount, as long as they are unopened and undamaged. Defective items may also be returned, such as a miscast item, for a full refund also.

How soon do I get a refund?

Your returned items will be refunded within 24 hours after we receive them as long as they are unopened and undamaged. Defective items may have been opened for inspection, but must be returned in their original packaging as best as possible.

What about the postage I paid?

Postage refunds only apply to defective items, not simply because you have changed your mind on a purchase. We can refund any postage you paid to return a defective item to us, and will we refund the postage you paid to send the defective item originally.

In all questions above any item returned as a 'defected' or 'damaged' item shall be determined to be defective by us and not the buyer. Refund will be pending the outcome of this determination.