Tracks Marketplace operates a vendor-fulfilled model.

Tracks Media Pty Ltd is the merchant of record for your purchase, but your order is shipped directly to you by the brand or vendor.

This policy explains how shipping and delivery work, and forms part of our Customer Terms & Conditions.

Where we ship:

We currently ship within Australia only. We do not offer international shipping.

Shipping methods:

We currently offer standard shipping only. Express shipping is not available at this time.

Delivery timeframes:

Estimated delivery timeframes from dispatch are:

• Metro: 1–6 business days

• Regional: 2–9 business days

These timeframes are estimates only and may vary depending on the vendor, your delivery location and the
product type.

Delivery may take longer during peak periods, and freight items such as surfboards may take longer again.

Shipping costs and free shipping:

Shipping costs are calculated at checkout. We offer free standard shipping on eligible Australian orders over $150.

Free shipping does not apply to:

• Surfboards

• Oversized or bulky items

• Freight items

• International orders (not currently available)

Orders with multiple items or brands:

Because products are shipped directly by each brand, an order that includes items from more than one vendor may be fulfilled separately and arrive in multiple parcels at different times.

For orders under the free-shipping threshold that include products from multiple vendors, separate
shipping charges may apply.

Surfboards and freight items:

Surfboards are treated differently to standard products due to their size and freight requirements.

Please note:

• Surfboards are excluded from free shipping

• Freight is calculated individually

• Delivery times may be longer

• Surfboards are shipped directly by the vendor

Please inspect surfboards on delivery and notify us of any damage within 48 hours.

Tracking your order:

All marketplace orders include tracking. Once your order has been dispatched, you’ll receive tracking details
by email from Tracks. Where your order ships from more than one vendor, you may receive more than one tracking notification.

Delivery conditions:

To help your order arrive smoothly, you are responsible for ensuring that:

• your delivery details are accurate and complete

• there is safe and appropriate access to the delivery
location

• someone is available to accept delivery where required

If delivery cannot be completed because of access issues, an incorrect address or no one being available to accept it, additional delivery or redelivery fees may apply.

Delays and lost parcels:

Vendors are responsible for dispatch and delivery, and for any courier investigation into a lost parcel. Where a delivery is delayed or a parcel is lost, Tracks will coordinate with the vendor and the delivery provider to investigate and resolve the issue, and remains your primary point of contact throughout.

To the extent permitted by law, Tracks is not liable for delays caused by third-party delivery providers.

Title and risk:

Title to, and risk of loss or damage in, products passes to you when the products are delivered to your
nominated delivery address.

Need help?:

Tracks is your first point of contact for all shipping and delivery enquiries.

customerservice@tracksmedia.com.au

Monday – Friday, 9am – 5pm

Tracks Shop operates a vendor-fulfilled model.

Tracks Media Pty Ltd is the merchant of record for your purchase, but returned items are sent back directly to the brand or vendor that shipped them.

This policy explains how returns and refunds work, and forms part of our Customer Terms & Conditions.

Change of mind returns:

We accept change of mind returns within 30 days of purchase.

To be eligible, items must be:

• unworn, unwashed and unused
• in their original condition and packaging, with all tags attached

Original shipping costs are non-refundable.
Refunds are issued to your original payment method. We do not offer store credit.

Items that can’t be returned for change of mind:

• Surfboards
• Gift cards
• Swimwear where the hygiene liner has been removed
• Items marked as final sale

This doesn’t affect your rights if an item is faulty (see below).

Faulty, damaged or incorrect items:

If your item arrives faulty, damaged or isn’t what you ordered, please let us know as soon as possible. 
You won’t pay return shipping, and once the item has been assessed we’ll arrange a repair, replacement or refund.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How to start a return:

1. Go to the Track Your Order page and enter your order number and email address.
2. Select Return Item and choose the item(s) you’d like to return.
3. Select a reason for your return and upload any supporting photos (mandatory for faulty or damaged items).
4. Confirm your return address and submit your request.
5. You’ll receive an email confirming we’ve received your request. Our team will review it and get back to you within 24–48 hours.

Return shipping:

Once your return is approved, we’ll email you a prepaid return shipping label.

Attach the label securely to your parcel and drop it at your nearest post office. The label includes tracking, so your return can be followed all the way back to the brand.

For change of mind returns, the cost of the return label will be deducted from your refund. The exact cost depends on the size and weight of your parcel.

For faulty, damaged or incorrect items, return shipping is free.

Orders with multiple items or brands:

Because products are shipped directly by each brand, items from different vendors are also returned to different vendors. If you’re returning items from more than one brand, you’ll receive a separate return label for each, and for change of mind returns, each label’s cost will be deducted from your refund.

Surfboards and freight items:

Surfboards can’t be returned unless they are faulty or arrive damaged. Change of mind returns are not accepted for surfboards.

Please inspect your surfboard on delivery and notify us of any damage within 48 hours. Faults will be assessed case by case.

Please don’t send a faulty/damaged surfboard back without contacting us first, so we can arrange the right freight option with the vendor.

Inspection and refunds:

When your return reaches the brand, they’ll inspect it to confirm it’s been received in the condition required. Once confirmed, you’ll receive an email letting us know your return is complete, and we’ll process your refund to your original payment method.

Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

If a returned item doesn’t meet our return conditions, we’ll contact you to discuss next steps.

Exchanges:

We don’t currently offer direct exchanges. If you’d like a different size or colour, please return the original item for a refund and place a new order.

Need help?:

Tracks is your first point of contact for all returns and refund enquiries.

customerservice@tracksmedia.com.au

Monday – Friday, 9am – 5pm