Shipping Information

At Hema Shop, we’re committed to getting your outdoor gear and survival equipment to you as efficiently as possible. Here’s what you need to know about our shipping process:

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.

Shipping Methods & Timeframes

We offer two reliable shipping options to meet your needs:

  • Standard Shipping (A$12.95): Shipped via DHL or FedEx with delivery within 10-15 business days after dispatch
  • Free Shipping: Available on orders over A$50, shipped via EMS with delivery within 15-25 business days after dispatch
Note: We ship worldwide except to select remote areas and some Asian countries. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

We stand behind the quality of our outdoor gear, survival equipment, and preparedness supplies. If you’re not completely satisfied with your purchase, we offer a straightforward returns process.

Returns Timeframe

We accept returns and exchanges for most items within 15 days of receiving your order.

Condition of Items

To be eligible for return or exchange, items must be:

  • In original condition
  • Unused and unopened (where applicable)
  • In original packaging with all tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

For health, safety, and hygiene reasons, the following products cannot be returned or exchanged unless faulty:

  • Emergency Water Filters (opened or used)
  • First Aid products (opened or used)
  • Fire Starting products (used)
  • Any personal hygiene or sanitation products
  • Opened communications equipment

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and product details
  3. We’ll email you a Return Authorization Number and instructions
  4. Package the item securely with original packaging
  5. Clearly mark the Return Authorization Number on the package
  6. Ship the item to our address: 97 Brown Street, NORTH SYDNEY, AU 2055

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping service as we cannot guarantee receipt of untracked returns.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method
  • Please allow additional time for your bank or credit card company to process the refund (typically 3-10 business days)
  • Shipping costs are non-refundable unless the return is due to our error

Exchange Processing

For exchanges:

  • We’ll ship your replacement item once we receive the returned product
  • If the exchanged item costs more, you’ll be charged the difference
  • If the exchanged item costs less, we’ll refund the difference

Contact Us

If you have any questions about our shipping or returns policy, please contact us:

Email: [email protected]
Address: 97 Brown Street, NORTH SYDNEY, AU 2055

Important: This policy applies to purchases made directly through outdoorgearsales.com. For items purchased through third-party retailers, please contact the retailer directly for their return policy.