Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We process orders quickly, so cancellations are not always possible. However, we understand that mistakes happen. If you change your mind, please contact our customer service as soon as possible.
- If your order has not yet entered the processing, packing, or custom-made stage, we can usually help you cancel it.
- If your order is already being prepared or shipped, it cannot be cancelled. In this case, you may still return the item after delivery in line with our Returns & Refunds Policy
If you need to edit your order information, such as the delivery address or contact number, please also reach out to our customer service promptly.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- Please note: Once your order has entered processing, changes or cancellations may no longer be possible.
I didn’t receive a confirmation email
I didn’t receive a confirmation email
Once you complete your order, a confirmation email will be sent to you immediately. If you don’t see it in your inbox, please check your Spam or Junk Mail folder. To ensure that our future emails reach you without issues, we recommend adding our email address to your safe sender list (whitelist).
If you still cannot find the email, please contact our customer service team and provide the email address you used when placing the order. We will help you verify and check the issue.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
How do you ensure meeting customers’ personalized needs?
How do you ensure meeting customers’ personalized needs?
We provide customization options on selected products to help you create solutions that match your needs. Depending on the product, you can choose from different sizes, materials, colours, or printing designs. These options ensure the final product meets your expectations and reflects your brand image.
For more details about customization availability, please contact our customer service team at service@officegoods.com.au.
Shipping & Tracking
How can I track my order?
How can I track my order?
Once your order has been processed and shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to monitor the progress of your package at any time.
Simply click on the tracking link provided in the email, or visit our website’s Order Tracking page and enter your tracking number to view the current status and location of your shipment.
Please note that tracking details may take a little time to update after the initial notification. If you have any concerns or require further assistance, please don’t hesitate to contact our customer support team.
Shipping Cost & Delivery Times
Shipping Cost & Delivery Times
Please allow 1–2 business days (excluding weekends and holidays) for order processing after you receive your confirmation email. You’ll get another notification once your order has shipped.
Shipping costs (within Australia, excl. bulky items*):
- Standard Shipping
◦ $6 for orders under $29
◦ $10 for orders between $29–$100
◦ Free for orders over $100 - Express Shipping
◦ $15 flat rate for all orders
*Bulky or oversized items may incur additional delivery charges. Customers will be contacted with a quote before shipping.
Shipping times:
- Standard delivery usually takes 2–8 business days.
- Express delivery usually takes 1–4 business days depending on your parcel destination.
We partner with trusted couriers such as Australia Post, Sendle, PFL Logistics, and CouriersPlease.
Note: Delivery times are estimates and may be affected by public holidays or high-volume seasons.
For full details, please refer to our Shipping Policy.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-5 business days depending on your parcel destination. Additional charges may apply.
Do you offer a pick-up point?
Do you offer a pick-up point?
Yes, we do. We have opened our first pick-up point in Clyde.
An email will be sent when your order is ready for collection. Orders placed before 5 PM are generally prepared and available for pick-up the next day (excluding public holidays). Please make sure to collect your order only after receiving the pick-up confirmation email.
Pickup Hours:
Monday to Friday, 9:30 am – 5:00 pm
Pickup Location:
19 Berry St, Clyde, NSW, 2142, Australia
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
We understand that mistakes can happen. If you need to update your shipping address, please contact our customer service team as soon as possible with your order number and correct address.
Please note that changes cannot be guaranteed once your order has been processed or shipped.
Why does my order say that it's delivered, but I haven't received it?
Why does my order say that it's delivered, but I haven't received it?
We understand it can be frustrating if your tracking shows your order was delivered but you haven’t received it. To help locate your package, please try these steps:
- Check common delivery spots such as your mailbox, front door, porch, backyard, or garage.
- Ask your neighbours or building staff if they might have accepted the package.
- Confirm with household members or coworkers in case someone else received it on your behalf.
- Allow up to 24 hours, as sometimes the tracking may show “delivered” before the parcel actually arrives.
If you still can’t find your package after these steps, please contact us at service@officegoods.com.au with your order number and tracking number. We’ll be happy to assist you and work with the courier to resolve the issue.
I only received part of my order
I only received part of my order
If some items from your order are missing, please first check your shipping confirmation email to see if they may have been shipped separately. Some orders are fulfilled in multiple packages, and the remaining items may still be in transit.
If all items were supposed to arrive together, or if you have any concerns, please contact us at service@officegoods.com.au.
When reaching out, please provide:
- Your order number
- Pictures of all items received
This will help us investigate and resolve the issue as quickly as possible.
Package lost or delivery delayed
Package lost or delivery delayed
We understand your concern if tracking information hasn’t been updated for a while, shows a shipping exception, or your order has not arrived within the expected delivery timeframe.
If this happens, please contact us at service@officegoods.com.au with your order number. Our team will verify the status of your package with the courier and take the necessary steps to resolve the issue.
We’re here to help and will do our best to ensure you receive your order as smoothly as possible.
Delivered to the wrong address
Delivered to the wrong address
We sincerely regret if your package was delivered to an incorrect address. Please contact us at service@officegoods.com.au and include your order number, so we can look into this for you right away.
Our team will investigate the situation thoroughly. If the delivery error was caused on our side, we will prioritise the resolution to make sure you receive your order without further delay.
Thank you for your patience and understanding as we work to make things right.
Returns & Refund
What is your returns policy?
What is your returns policy?
We offer a 30-day returns policy, which means you have 30 days from the date you receive your order to request a return. To be eligible, items must be in their original condition — unused, with all tags attached, and in their original packaging.
Please note that we cannot accept returns on final sale items, clearance products, or gift cards. For full details on eligible products and return conditions, please refer to our Return & Refund Policy page.
Do you offer free returns?
Do you offer free returns?
We do not offer free returns for change-of-mind purchases. In these cases, the return postage fee will be your responsibility, and items must be unused, in their original packaging, with all tags attached.
If your item arrives damaged, faulty, or incorrect, we will cover the return postage cost.
How do I initiate a return?
How do I initiate a return?
For all return requests please contact us at service@officegoods.com.au before sending anything back. In your email, kindly include the following details:
- Invoice & order number
- Order name
- Item(s) you wish to return
- Reason for return
- Any other relevant details
If your return is approved, we’ll provide you with return instructions on how to send your item back.
Return Address: 19 Berry St, Clyde, NSW, 2142, Australia
Important: Do not send back any items without first contacting us. Without prior notice, our warehouse cannot verify which order a return belongs to, and this may affect your refund.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We accept exchanges.
To exchange an item, please return the product to our return address. Once we’ve received and inspected the returned item, confirming that it is in its original condition, we will proceed with sending the replacement item to you.
But the quickest way to get the item you want is to return the product you have. You can then place a new order for the replacement item, which we’ll process and dispatch as quickly as possible.
Your original order will go through our normal return process. Once we’ve received and inspected the returned item, we’ll issue a refund to your original payment method within 10 business days. Please note your bank or card provider may take extra time to complete the transaction.
What should I do if my order arrives damaged, defective, or incorrect?
What should I do if my order arrives damaged, defective, or incorrect?
Please inspect your order as soon as you receive it and contact us immediately if the item is damaged, defective, or not what you ordered. Kindly include photos of the item in your email so we can resolve the issue as quickly as possible.
You will not need to pay the return postage fee for damaged, faulty, or incorrect items.
When will I receive my refund?
When will I receive my refund?
Once we’ve received and inspected your return, we’ll notify you if the refund has been approved. If approved, we will process the refund within10 business days to your original payment method.
Please note that it may take some extra time for your bank or credit card provider to complete the transaction and update your account.
If more than 15 business days have passed since your refund was approved, please contact us at service@officegoods.com.au.
