Frequently Asked Questions
We've curated a list of frequently asked questions (FAQs) to offer you quick answers and assistance. Of course, you can always contact us for further help.
Shipping
Our FAQ for shipping covers information on delivery times, shipping options, tracking your order, and handling any shipping issues.
When will my order ship?
Orders placed before 3pm with all items in stock will be shipped the same day!
If an item is on pre-order, the entire order will be shipped once all items become available.
How is shipping calculated?
Shipping costs are calculated at checkout, with a flat fee applied for deliveries to Australia and New Zealand.
We offer a range of standard and express shipping options to cater to your specific needs.
How do I track my order?
Once your order has been processed, we will email you the tracking number.
Alternatively, you can access your tracking information by logging into your account.
Please allow sufficient time for the tracking information to be updated with Australia Post.
Do you ship internationally?
We ship to customers located in Australia and New Zealand.
Why has my order not been shipped?
Your order may not have shipped yet if it contains a pre-order item or if it was placed over the weekend.
Please note that we process orders only from Monday to Friday.
What about the environment?
We exclusively use recycled paper mailers for shipping, although some items may arrive in their original plastic packaging from our suppliers to ensure their pristine condition upon receipt.
Ordering
FAQ items relating to ordering such as placing orders, payment methods, shipping options, tracking, and managing order changes or issues.
Can I cancel my order?
If your order has not yet shipped, we can cancel it and issue a refund.
Please note that custom stamps are an exception, as they are sent for production immediately upon receipt of your order.
What is a pre-order?
A pre-order indicates that we are awaiting stock from our suppliers, and once received, the items will ship promptly.
Pre-orders do not have an estimated time of arrival (ETA) provided. They can be cancelled and refunded before shipping if necessary.
How can I pay for my order?
Our accepted payment methods include Visa, MasterCard, American Express, PayPal, Afterpay, and mobile wallets like Apple Pay and Google Pay.
We also accept PayID. After checkout, please follow the instructions provided and send us an email with your payment details.
Can I order a custom product from Geocaching HQ?
Of course!
If you find an item on shop.geocaching.com that you'd like to order, simply complete our specialty item form.
We'll respond with pricing details, and if accepted, we'll create the product for you to order.
How to use a coupon at checkout
To apply a coupon at checkout, proceed to the checkout page and locate the designated field labeled "Coupon code" or "Discount code."
Enter the coupon code provided to you in this field. Once entered, the discount associated with the coupon will be applied to your total order amount before you proceed with payment.
Refunds & Returns
Explore the various FAQ options available that cover refunds and returns.
Can I return my order for a refund?
We have implemented a hassle-free returns and refund policy because your satisfaction with your purchase is our priority.
You may return your purchase within 30 days of fulfilment for a full refund (conditions apply).
We recommend you read over our Refund & Return Policy.
How do I return my item?
Our Account Center offers a straightforward returns process, providing detailed information on eligibility for your order.
If you encounter any difficulties, feel free to contact us, and we'll assist you through the process.
Please note that sale items and custom stamps are not eligible for returns or refunds.
Who pays for returning an item?
The customer is responsible for both sending and covering the cost of returning the item to us.
Exceptions may be granted if the product is found to have a defect caused by manufacturing issues.
