Frequently Asked Questions
Q. What happens if I order on a public holiday?
A. We ship the next business day. As we generally use Australia Post we can only ship when they are open.
Q. What happens over the Christmas New Year Period when you are CLOSED?
A. Our office is closed and customer service is unavailable on all Public Holidays. Questions sent via email and website Chat are unmonitored until the next business day when we will respond to any questions/queries.
Q. What if I want to Cancel my order?
A. We do accept change of mind as a reason for cancellation. There is a 10% fee if you decide you want to cancel your order.
Q. What if I ordered an in stock item with a pre-order, what happens?
A. Your in stock item will be shipped only when your pre-order becomes available. You can choose to have the in stock item sent separately by paying to cover the extra shipping cost.
Q. What happens if I order pre-order items but their release dates are not the same?
A. Your whole order will be shipped when the last pre-order item arrives in stock. You can choose to pay an additional shipping cost if you want items sent separately.
Q. Is Gundam Express Australia Legit?
A. Yes we certainly are. We have served over 23,000 customers in 4 short years! We are Australian owned and operated. We are located in Brisbane and dispatch from this location. We began trading in June 2019.
Q. Do we Ship to New Zealand?
A. Yes! We have many wonderful customers in all parts of New Zealand. We only use Australia Post Standard Overseas Parcel Post. If you need it sent differently please contact us at :- help@gundamexpressaustralia.com.au
Q. Do we ship anywhere else Overseas?
A. Yes! We are trialing shipping to most parts of the USA as of 26/02/2024. Special conditions do apply [Refer to our Gundam Express Australia Returns and Refunds Policy]. We only use Australia Post Standard Overseas Parcel Post. If you need it sent differently please contact us at:- help@gundamexpressaustralia.com.au.
Q. Do customers have to have an account?
A. No, we accept guest checkouts and customer accounts. You can request us to delete your account at any time and can take up to 14 working days. If you choose to delete your account any rewards points will be lost.
Q. Can I earn rewards points if I register only as a Guest?
A. Unfortunately you do not earn rewards points if you only checkout as a Guest.
Q. How do I qualify and receive my Birthday Reward?
A. You must have registered for an account. The account needs to be active for a minimum of 3 months, prior to your birthdate. You need to supply a current email address for your birthday discount code to be sent to.
Q. Do Birthday Reward discount code have an expiry date?
A. Yes, your birthday discount code is valid for 7 days after your birth date.
Q. Do we pass on your information to third parties?
A. We do not pass on your information to third parties.
Q. How secure is your website?
A. Our website is extremely secure with SSL encryption. We do not store any credit card or other payment details. We do not share your personal information with any third parties.
Q. I can't find what I was looking for?
A. Use our SEARCH function to type in the item you are looking for. We only show in stock products for most of our collections on our site. We don't want you scrolling through pages of out of stock products - boring! Alternatively, please send our team a quick email to support@gundamexpressaustralia.com.au and we will get back to you promptly with an answer.
Q. How do I Track my order?
A. We send you an email with a tracking number. After we dispatch your order, we send you an email to the address you have provided us with. Tracking numbers are sent on the same day as we dispatch your order.
Q. What if I can't find my Tracking Number?
A. Please check your spam/junk email folders and also that you gave use the correct email address. Still can't find it send us an email at:- support@gundamexpressaustralia.com.au
Q. What if I have a question about an order I have placed?
A. Please email us at: help@gundamexpressaustralia.com.au
Q. How does the Free Drop Off Service work?
A. This service is no longer available.
Q. Do you Ship Overseas?
A. Currently we are shipping to New Zealand and USA only.
Q. What is girth measurement? How is it calculated?
A. This relates to only international shipping. Girth is a measurement (in cm) taken of the width and height of an item. It excludes the length of the item. Maximum allowable girth to New Zealand is 140cm. Maximum parcel weight is up to 2kg
To calculate girth, Example.1:- 21cm (width) + 14cm (height) = 35cm. Then 35cm x 2 = 70cm. Then 70cm x 2 = 140cm (girth). So in this example if your item was those dimensions (21cm and 14cm) you could send it. (note as length is not used in the calculation at all the items length could be up to 90cm)
Example.2 :- 21cm (width) + 9cm (height) = 30cm. Then 30cm x 2 = 60cm. Then 60cm x 2 = 120cm. Girth of this item is 120cm, so it can be shipped.
Example.3 :- 30cm (width) + 10cm (height) = 40cm. Then 40cm x 2 = 80cm. Then 80cm x 2 = 160cm (girth). As the girth is greater than 140cm the item cannot be posted. Remember that the maximum parcel weight must be 2kg or less using the girth shipping method.
Q. Why don't you have fixed price shipping?
A. Most customers we have asked have indicated that they would prefer cheaper product prices and reasonably priced shipping.
Q. Do you offer Free Shipping?
A. If you you order $250+ in product value your order will be shipped free using Auspost standard parcel post.
Q. Are you actually an Australian based business?
A. Yes we are! We are located in Brisbane, Queensland. Australia
Q. Do you have a shopfront?
A. We are only an online seller. We have a small warehouse in Brisbane. We are not open directly to the public.
Q. Do you allow pickups?
A. No, this service is no longer available.
Q. What is the best way to contact Gundam Express Australia?
A. By email support@gundamexpressaustralia.com.au or by Facebook or Messenger.
Q. Do you have a phone number?
A. For Urgent matters please call Cameron on +61 0417617191 (Except Public Holidays)
Q. How do I earn reward points?
A. Simply sign up to our website and you will start earning points straight away. It is pretty straight forward. The more you contribute to our website the more you can earn. That doesn't just refer to making purchases either, leaving product review, liking our Facebook page or referring friends call all earn you points.
Q. How do I check what points I have or redeem my points?
A. When you login to your account you can click on the rewards tab and in the top left hand corner your current points are displayed. You can manage your points at anytime and apply them in the checkout. There is a variety of discount coupons you are able to choose from provided you have enough points!
Q. Do you offer LayBy?
A. Sorry we do not offer this service.
Q. Can you let me know when a kit comes in stock?
A. We have a great Back in Stock notification service available. You will receive a email notification when we receive new stock.
Q. What if I want to create a list of my favourite Gundam to buy in the future?
A. We have a Wishlist feature on every product we have listed. Simple click on the heart to the top right on a picture and "click". Your done its added to your favourites. You can also use our Back in Stock notification email service as well!
