Q: Can I track my order?
A: All parcels are packed with extreme care and are trackable.
To do this simply go to the Australia Post website and enter your tracking number to check out the status of your delivery. Visit: http://auspost.com.au/track/
The tracking number will be emailed to you once your order has been shipped from our distribution centre.
Q: How long will delivery take on my order?
A: Expected delivery for standard items is approximately five working days (this currently may be longer due to impacts from COVID).
Q: Where will my order be shipped from?
A: Your order will be shipped from our warehouse in Cheltenham, Victoria, Australia.
Q: Where do you ship?
A: We ship to all areas Australia-wide.
Q: How much does delivery cost?
A: Shipping is $11 for orders under $150, with free shipping on orders above $150.
Q: Do you ship to PO Boxes?
A: Due to the size and nature of most of our products, we are unable to ship to PO Boxes. All parcels are sent via the terms and conditions of the carrier and may require a signature upon delivery. In the event that there is no one in attendance at the nominated delivery address, couriers including Australia Post may leave a parcel collection card or instruction for arranging redelivery.
Q: I have a discount code, where do I provide this?
A: Once you reach the checkout phase, you will have the ability to add your discount code in the box provided.
Q: What is your returns policy?
A: Should you need to return a product to us, please contact our sales team for a Return Authorisation Number (RA#). All returns must be sent within 14 days of original invoice date. Any returns other than defective goods must be returned in their original packaging, unopened, with no labels, stickers or writing on the product box. The return of goods considered to be defective is subject to testing by the manufacturer to determine credit or exchange of goods. No refunds or exchange is available on Special Buy In items unless they are deemed faulty by the manufacturer.
Q: How do I return my purchase?
A: To return an item, please contact our sales team (email@example.com) for a Return Authorisation Number (RA#).
Q: Can I exchange my purchase?
A: Any returns other than defective goods must be returned in their original packaging, unopened, with no labels, stickers or writing on the product box. The return of goods considered to be defective is subject to testing by the manufacturer to determine credit or exchange of goods. No refunds or exchange is available on Special Buy In items unless they are deemed faulty by the manufacturer.
Q: How long does it take to receive my refund?
A: Refunds will be processed within three to five working days. General:
Q: What forms of payment do you accept?
A: We offer Credit/Debit Card, Apple Pay, Google Pay and Shopify Pay payment methods. All payments options are securely processed via the respective third-parties: StraightsSell for credit and debit cards, Apple for Apple Pay payments, Google for Google Pay payments and Shopify for Shopify Pay payments. We accept Visa and MasterCard only.
Q: Will you be receiving more stock on sold out items?
A: Possibly. If you would like to find out more information, get in touch via the Contact Us page.
Q: I have a question about a product – how do I get in touch?
A: You can contact us via the form, email firstname.lastname@example.org or call 03 8541 9999.
Q: Can I earn Loyalty Points with my Teamwear / Business / Club / School Account with Gray-Nicolls?
A: Points for the Gray-Nicolls Loyalty Program can only be earned by purchasing on the gray-nicolls.com.au website.
Q: What is the difference between bat sizes?
A: Bat sizes are used as a guide by the heigh of each player. A player under the size of 110cm should normally require a Size 00 bat, with the number increasing all the way to a regular senior full size (SH) of 175+ cm. A full bat size chart can be found here.
Q: Does my bat need to be prepared before I use it?
A: We recommend that every bat is knocked in before use. Natural bats require approximately 6+ hours of preparation before they are ready to be used in a match, with oiling recommended. Ready Play bats require roughly 1 hour of preparation, with oiling able to be done on any exposed wood.
Q: Are you able to customise gear such as helmets and clothing?
A: Yes. Our teamwear team is able to fully customise clothing. Helmets are also able to be customised with embroided team club, sponsor or school logos.