Frequently Asked Questions

If you can't find your answer here, email support@wombathaul.com.au and we'll reply within one business day.

Orders & Shipping

Where do you ship?

Australia-wide. We ship to every state and territory including PO boxes and parcel lockers.

How long does delivery take?

Orders placed before 2pm AEST on a business day are packed and dispatched the same day. Standard delivery is 2–7 business days for metro areas. Regional and remote addresses (especially WA, NT, and TAS) can take up to 12 business days.

Is shipping free?

Free on orders over $40. Orders under $40 ship at a flat $8.99, no matter how many items.

How do I track my order?

A tracking link is emailed to you the moment your order ships. You can also check the status on our Track Order page.

My order hasn't arrived. What do I do?

If your order is more than 10 business days late, email support@wombathaul.com.au with your order number and we'll sort it — either find it, resend it, or refund you.

Returns & Refunds

What's your returns policy?

30-day returns on every order. If you're not happy with an item, email us within 30 days of delivery and we'll arrange a refund or replacement. Items need to be unused and in original packaging.

Who pays return shipping?

If an item arrived damaged, wrong, or faulty — we cover it. Change-of-mind returns are the customer's responsibility. The exception: Wombat Club members get 30-day money-back cover — change-of-mind returns refunded in full as part of membership.

How long do refunds take?

Refunds are processed within 2 business days of us receiving your return. Your bank may take another 3-5 days to post it to your account.

Wombat Club (Membership)

What is Wombat Club?

It's our members-only plan. Members get 25% off across the haul (excl. the dog scratch board), plus Order Insurance and Shipping Protection on every order.

How much does it cost?

$29.99/month. First 30 days free — your first charge lands on day 30, and that date becomes your monthly billing date. New plans have a 48-hour activation window; after that, cancel during the trial and you pay nothing.

How do I cancel?

New plans have a 48-hour activation window while we set them up. After that, you can cancel any time from your account page, or email support@wombathaul.com.au with "cancel" in the subject. Cancel before your billing date and you won't be charged again; you keep your benefits until the end of the period you've paid for.

Can I pause instead of cancelling?

Yes. Members can pause for up to 60 days. Email us to arrange it.

Products

Are products genuine?

Every product we list is sourced direct from verified manufacturers and inspected before dispatch. If you ever get an item that isn't as described, we'll replace or refund immediately.

Why are your prices so low?

We run on volume, not margin. Most items sit at or near our cost — Wombat Club membership is how we keep the lights on.

Do you stock everything year-round?

No — our range rotates based on what's genuinely useful and what our supplier network has available. If something sells out, it'll usually come back within a few weeks.

Payment & Security

What payment methods do you accept?

Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay, and Afterpay (4 interest-free instalments). All payments are processed through Shopify's secure checkout.

Is checkout secure?

Yes. All payments run through Shopify's PCI-DSS compliant payment system. We never see or store your card details.

Still stuck?

Email support@wombathaul.com.au and we'll get back to you within one business day. We're based in Australia and reply during business hours (Mon-Fri, 9am-5pm AEST).