Returns FAQ

    What is your returns policy?

    How do I return an item?

    I have lost my Invoice with the Returns Section. What do I do?

    What happens to my return when it reaches Sneakyfisho.com?

    Do you pay for my return shipping?

    Where do I ship my return?

    I have been refunded the wrong amount?

    Can I return items that we purchased as a gift?

     

    Shipping FAQ

    How do I know my order is shipped?

    How much will it cost?

    How will my order be shipped?

    What happens if my items get lost in transit?

    What happens if an item is missing from my order?

    What happens if I receive an incorrect item?

    Do you deliver to PO Box Address?

    Can you deliver to my work address?

    How does Free Shipping work?

    What is the term ATL?

     

     

    Ordering FAQ

    How do I make purchases on Sneakyfisho.com?

    What forms of payment do you accept?

    Is it safe to use my credit card on Sneakyfisho.com?

    Can I make a change to an existing order?

    How can I track the status of my order?

    Where's my confirmation email?

    How do I cancel my order?

    Can I order by phone, email or fax?

    What happens if something I order is out of stock?

    What if my credit card shows multiple charges?

    What If I am ordering and there is an error in the checkout?

    What currency are Sneakyfisho.com prices displayed in?

    I have a discount coupon, where do I enter this?

     

    Website and your account FAQ

    How do I change my account information?

    What if I forgot my password?

    At what hours is the customer service available?

     

    Privacy Policy

    What is Sneakyfisho.com Privacy Policy?

     

    Warranty & Faulty Items FAQ

    I have a snapped rod, is this covered under warranty?

    Do you cover the return shipping costs for warranty or faulty items?

    I have been advised my item was not faulty, and I have incurred labour charges, why is this?

     

     

     


     

    Returns FAQ

    What Is Your Returns Policy?

    sneakfisho.com is committed to customer satisfaction- we aim to make all aspects of ordering as hassle free as possible, especially returns. If you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed below, in the condition that you received it and we will happily give a refund (store credit).

    Exchanges-due to the narrow sale window stock will most likely not be available and therefore in general exchanges cannot be made, only refunds (store credit).

    Refunds - 14 days from date of receipt to arrival at warehouse

    Feel confident, Sneakyfisho.com takes the risk out of ordering! In all cases, the returned items must be in their original condition, unless faulty.

    Upon return of faulty goods, our returns department will assess and forward on to the manufacturer. If the item is being repaired, we will inform by email the RA number and estimated date of completion. The repaired item will then be posted back to you free of charge. If the item is being refunded, we will process this as usual, ensuring to have your refund as quickly as possible after assessment.

     

    How do I return an item?

    If for any reason you would like to return your product to us please follow the simple steps below:

    1. Complete the return section on the lower part of your invoice & enclose with your return merchandise.

    2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.

    3. Affix the pre-addressed label to your package, making sure you cover or remove original shipping label.

    4. Attend your local Post Office and send to the labeled address. For security and peace of mind, we strongly suggest insured registered post as Sneakyfisho.com is not liable for lost return parcels.

     

    I have lost my Invoice with the returns section. What do I do?

    If this is the case don't worry as our Customer Service Team can email or fax you another copy! Please contact us by email cs@sneakyfisho.com

     

    What happens to my return when it reaches Sneakyfisho.com?

    Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your refund as quickly as possible. So you are kept informed, we will send you an email confirming your refund and how it is being processed to your original form of payment.

    Refunds for credit card payments will be automatically issued to your bank account, please allow 2-5 business days for the refund to show in your account due to bank processing time.

    Refunds for PayPal payments will be issued back to your PayPal account within 24 Hours of your email confirmation of return.

    Refunds for Bank Deposit payments will be issued upon confirmation of your bank details. A member of our Customer Service team will email you requesting your bank details and process them within 24 hours.

    In the unlikely event that you do not receive an email from us within 10 days of posting your order back to us, please contact our Customer Service Department and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.

     

    Do you pay for my return shipping?

    If the returned item was damaged, or we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment.

    In the case of reimbursement of shipping, a receipt is required to be sent with the return.

    If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren't happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us. We think that's only fair.We do however recommend you consider gifting the item to a friend as a way of avoiding a return freight charge.

     

    Where do I ship my return?

    Once you have completed your return form please send your item to:

    All product returns should be made to:
    ATTN: Sneakyfisho.com
    P.O. Box 206 
    Freshwater 
    NSW 2100

     

    I have been refunded the wrong amount?

    We are very sorry if the amount refunded was incorrect and are more than happy to fix this for you. Please contact our cs@sneakyfisho.com and we will sort it out straight away. Please ensure you have your order number or name at the ready so we can find the relevant information to help you as quickly as possible.

     

    Can I return items that we purchased as a gift?

    Yes, you can return items that were either purchased for you as a gift or that you purchased for another person. Please follow the returns instructions above and ensure to tick on your returns form that it was a gift.

    If a refund is being issued, it will go back to the card originally used on the order and not to the person that is returning the item.

     

    Shipping FAQ

    How do I know my order is shipped?

    Once your order is confirmed by email it is processed by our warehouse and despatch department.

    The items are personally packed and enclosed safely in a satchel/box/tube with your personal invoice.

    Your address is printed onto the packaging and collected from us personally by the carriers. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to the carrier's site.

    How much will it cost?

    Our shipping charges are as follows:

    FREE for all orders over $70 (sub-total, not including GST)*

    $10 for all orders under $70 (sub-total, not including GST)*

    All Rod(s), Rod Combo(s) & Bulky and Heavy Orders (over 5kg andor 105cm), will be sent with Startrack, which is an ATL or Authority To Leave service.

    Signature Service is available for an additional cost of $20 for all Rods, Combos & Bulky items. If you choose this option and are not home when delivery is attempted your freight will be taken back to the depot and you will be charged an additional $20 for redelivery.

    Signature service is also available for all orders that do not contain a Rod, Combo or Bulky item at a cost of $12.50

    How will my order be shipped?

    We understand the need to get your order to you as quickly and safely as possible. With our network of couriers and postal services, we can offer the best option for you dependant on size, weight and speed of delivery.

    In Australia we use Startrack Carriers and Australia Post, together accessing every corner of the country.

     

    What happens if my items get lost in the mail?

    The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located by the carrier, we will lodge an enquiry from our end.

    Please contact cs@sneakyfisho.com if you have any queries on this.

     

    What happens if an item is missing from my order?

    Sometimes, orders can be sent in multiple satchels/boxes as they may have not fit in just one. Please contact our Customer Service Department to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent straight away or issue a refund. Upon receiving your order, please check the contents of your order to ensure there are no faults or items missing. We must be notified within 24 hours if such circumstances arise.

     

    What happens if I receive an incorrect item?

    If you receive an incorrect item on your order, please contact cs@sneakyfisho.com straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

     

    Do you deliver to PO Box Address?

    Yes. All orders that can be sent via Australia Post to a P.O. Box will be done so. However, in some circumstances, we are not permitted to send any orders containing rods over 105cm, and Sneakyfisho.com will contact you to request an alternative delivery address. Please ensure you use a residential address (Authority To Leave) or business address (Signature Required)

     

    Can you deliver to my work address?

    Yes, we can deliver to your place of work. Please ensure to include the business name in the shipping of your order so the delivery driver can find you easily. If you do not supply a business name, your shipment will be delayed, and excess shipping charges could be charged to your account.

     

    How does Free Shipping work?

    Free Shipping is calculated on sub-total (not including GST) of your order. When prompted in the checkout process, please select the Free Shipping option, Sneakyfisho.com is not obliged to credit customers who mistakenly select the incorrect option. Free Shipping does not apply to orders that contain Rods. We do charge flat rate fees for most Metro area, please contact us if you have any questions on this before purchasing.

    What is the term ATL?

    The term ATL or Authority To Leave is when the carrier will leave the item unattended, without a signature, at the address submitted by the customer. Important Notice: By selecting this service the customer understands, if you will not be present to accept your delivery or you feel that your address is unsafe to have a parcel left unattended, we strongly recommend choosing a business address (remember to state business name in the shipping details).

     

    Ordering FAQ

    How do I make purchases on Sneakyfisho.com?

    Once you're done shopping, checking out is easy. You may view the items you have added to your cart by clicking "Shopping cart" button on the menu bar at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on any item detail page.

    Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the right of the items, and then by clicking "update" after all quantity adjustments have been made.

    Please note that an email address is required for all orders placed on Sneakyfisho.com. You will then be instructed through the steps of adding shipping details, billing information and choosing a payment method. Once the order is reviewed and completed, an order number will be issued on the screen. An order confirmation email will also be sent to your email address straight after the order is finalised. A shipping confirmation email will be emailed once the order has been shipped, which for orders placed before 2pm AEST is the same day. An estimated shipping date will be supplied in this email, along with a tracking number for your reference.

    If you have any questions regarding the tracking of your order, please contact our Customer Service Department at your earliest convenience.

     

    What forms of payment do you accept?

    Sneakyfisho.com is proud to accept Visa, MasterCard, AMEX & PayPal. We will be adding more payment methods in the future, so keep an eye out for this.

     

    Is it safe to use my credit card on sneakfisho.com?

    Yes, shopping at Sneakyfisho.com is safe. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and Sneakyfisho.com ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantee.

     

    Can I make a change to an existing order?

    Sure. You may make changes to your order up until your order has begun being processed. Please contact us by email with the order modifications you would like.

    Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in the Review and Buy section of the site is always the best policy to save any disappointment at a later date.

    If your modification cannot be made, please remember that our returns policy is friendly and flexible, so most changes can be made after the order is received.

     

    How can I track the status of my order?

    When your order ships from our fulfillment centre, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website. If you have any issues with this, please contact our Customer Service Department and we can assist you.

     

    Where's my confirmation email?

    If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from cs@sneakyfisho.com.

    Please contact us by email with your full name and order number and we will confirm your order.

     

    How do I cancel my order?

    You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department by email. We will send an email confirming the order cancellation.

     

    Can I order by email or fax?

    We do accept orders via email but not by fax. To place an order please use the shopping cart on our website - our friendly staff will be happy to help you out via email.

     

    What happens if something I order is out of stock?

    Our website contains a feature that removes out-of-stock items from the online store, but occasionally an item sells out within the minute you may order. If an item on your order is sold out, we will still ship the available merchandise, and include an explanation in your package about any excluded items. Our friendly staff will do everything they can to accommodate your needs, but popular items are commonly known to sell out quickly. Unfortunately, we are unable to accept back orders.

     

    What if my credit card shows multiple charges?

    We are restricted from charging your credit card more than one time. However if you see multiple charges on your credit card then you either:

    a) had to submit your order more than one time due to address verification problems or

    b) upgraded your shipping.

    When you place your order we receive an authorization for the amount of your order. We do not charge your credit card until we ship your order.

    Please contact our Customer Service Department if the charge needs to be removed and we can assist.

     

    What If I am ordering and there is an error in the checkout?

    If you have any technical issues whilst using the site, please contact our Customer Service Department and we will assist you immediately.

     

    What currency are Sneakyfisho.com prices displayed in?

    All prices are shown in Australian Dollars.

     

    I have a discount coupon, where do I enter this?

    Click on your Shopping Cart located in the top right corner, then click on the Edit Cart link. Enter the coupon code into the "DISCOUNTS CODES" area, and click apply. You may only enter one discount code per transaction. If there is an error, please refer to the Promotions page for the Terms & Conditions for that coupon code.

     

    Website and your account FAQ

    How do I change my account information?

    Log in to your account by clicking on the My Account tab located in the top right hand corner of any page's navigation bar.

    1. Click on the "Edit" button located next to section you wish to edit

    2. Update your new information

    3. Click on the "Save" button

     

    What if I forgot my password?

    If you forget your password, we can email it to your account's email address. Simply click on the "Forgot your password?" link on the home page.

     

    At what hours is the customer service available?

    Sneakyfisho.com customer service department is available by e-mail Monday to Friday, 9:00am to 5:00pm AEST.

     

    Privacy Policy

    What is Sneakyfisho.com's Privacy Policy?

    Sneakyfisho.com understands that you want to maintain your privacy. All information about you is kept confidential and will not be used in ways that you have not consented, and we will not sell or disclose any information that identifies you to a third party without your explicit approval, except to the extent necessary to comply with applicable law, legal process or in the event of a merger, consolidation, or sale of all or substantially all of Sneakyfisho.com assets.

    Sometimes, we will run a promotion or contest in conjunction with a third party. We may ask your permission to give that third party access to your name, address, and email address. You can opt out of this kind of offer at any time by emailing us.

     

    Warranty & Faulty Items FAQ

    I have a snapped rod or faulty reel, is this covered under warranty?

    If you are a consumer in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

    To the extent permitted by law, this warranty does not cover claims for any incidental or consequential damage resulting from or in connection to the reel or rod.

    This warranty will be considered void if it is found that the reel or rod has been subjected to unauthorised alterations, abuse or damage as a result of failure to provide the recommended care and maintenance.

     

    Do you cover the return shipping costs for warranty or faulty items?

    No, it is the customers responsibility to provide return shipping of the faulty item back to Sneakyfisho.com. We will send the replacement item back out free of charge.

     

    I have been advised my item was not faulty, and I have incurred labour charges, why is this?

    All faulty items are returned back to the supplier, who will assess the item, and advise if it is a genuine manufacturing fault. In the instance, the faulty item it is not covered, we will contact you advising the outcome. If you are not sure it is a genuine fault, please contact us.

     

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