Got a question about your order?
Where is my order?
Once you place an order with us, you'll receive an email to let you know that we have received your order and that it is being processed. Once your parcel has been picked up by the carrier, you will receive another email to let you know your parcel is on its way. The email will contain a unique Tracking ID and you will be able to almost virtually watch your order leave our warehouse until it’s reached your house.
Click here and enter your tracking number to see where your parcel is and when it'll be delivered.
Depending on the carrier, further communication by either email or SMS is to be expected to update your on your order’s status.
Can I talk to someone about my order?
You sure can! You can contact our friendly Customer Service team via Live Chat, we're here Monday-Friday 9am-5pm (AEST), or click here and we'll be happy to assist with any questions you may have.
What if my parcel has been 'returned to sender'?
If your parcel is returned to sender then we will contact you when we receive the parcel back at our distribution centre. If you would like the parcel sent back to you then the parcel will be re-sent via regular mail. If we are not able to get in contact with you then a refund will be processed via your original payment method.
I entered the wrong address - what should I do?
The delivery address for an order must be a valid address and unfortunately the delivery address cannot be amended once the order has been paid for and is being processed.
In the event that the wrong address had been entered at the checkout, and the package is delivered, City Beach will not be liable for any replacement or refund. You may also incur additional postage costs for changing the address for undelivered parcels with a wrong/invalid address, so be sure to carefully enter your address at the checkout.