Citadel: Tools File Set
Orders are shipped by either Australia Post, TNT, Toll or Fastway Couriers, please understand these services operate Monday to Friday as a general rule. We have electronic tracking via the carriers but cannot divert goods from the original address given.
Flat Rate Shipping
Our $9.95 flat rate shipping covers all metropolitan areas and all urban areas within Australia.
Free Freight Offer
Our Free Freight option on goods over a certain value applies to online orders only and may change without notice due to commercial competition so please always check this category. We reserve the right to quote freight separately for any oversize, large, heavy or bulky goods which may be ordered. Free shipping may not apply to some oversize items, or orders containing Dangerous Goods.
Dangerous Goods
Some items such as rocket engines and RC fuel require additional charges due to “Dangerous Goods” category. Due to these items being sent by a courier, someone must be home to receive the item, or a slip may be left instead. These items cannot be shipped to PO boxes. Please note, rocket engines of size 'E' or higher cannot be shipped. They can only be picked up in store.
Oversize Items
Any items that are larger than 1 metre in any dimension are considered an oversize item and are not accepted by Australia post and as such, require additional charges to be sent by courier. Due to these items being sent by a courier, someone must be home to receive the item or a slip may be left instead. These items cannot be shipped to PO boxes.
RETURNS POLICY
Frontline Hobbies is committed to providing customers with the best products and service. We are aware that sometimes returns are required and have detailed in this policy how to return a product to Frontline Hobbies.
Please note that all products are sold with manufacturer’s warranty unless otherwise noted.
14 Day Return Guarantee
Not what you expected? Changed your mind?
We offer a 14-day return policy for any unopened, undamaged product in original condition.
Contact us within 14 days of delivery and we will gladly accept your return. Then package and ship it back to us. Once received, we will arrange a credit or refund.
You must make sure that the returned product is suitably packaged to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
Please note, for change of mind returns, it is the customers responsibility to pay for return postage.
Incorrectly Shipped Products
If you have received the wrong item, please contact us immediately upon receiving your delivery so we can arrange the correct items to be shipped out, and for return of the item received. We may require a photo of the product so we can verify.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package; and either take to Australia Post, or for larger items we can arrange a courier to collect the items.
You must make sure that the returned product is suitably packaged to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
If the product is not deemed to be incorrect, we may return the product to you at your cost or we may offer a reduced credit to cover any shipping costs incurred.
Damaged Products
If you have received a damaged item, please contact us immediately upon receiving your delivery so we can arrange replacement items to be shipped out, and for return of the damaged item. We may require a photo of the product so we can verify.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package. We will let you know whether to return it to Australia Post, or if we can arrange a courier to collect the item.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
You must make sure that the returned product is suitably packaged to prevent further damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
If the product is not deemed to be damaged, we may return the product to you at your cost or offer a reduced credit to cover any shipping costs incurred.
Faulty products
If you have received a faulty item, please contact us so we can arrange the product to be returned to us for assessment. We may check manufacturer standard warranty to verify the product is still under warranty before we arrange a return label.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package. We will let you know whether to return it to Australia Post, or if we can arrange a courier to collect the item.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
You must make sure that the returned product is suitably packaged to prevent further damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
Upon receipt of a faulty product, we will either test the product ourselves or return the product to the manufacturer or supplier for assessment. Goods that require testing may take up to 30 business days.
If a fault is detected, and is not due to wear and tear, or misuse, we will offer you a replacement, credit, or refund.
If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty, then a replacement, credit or refund may not be provided. We may offer to repair the product at your cost. We will provide an estimate of any charges before commencing with any repairs.
Processing Credits & Refunds
We will normally issue a credit note within 10 business days of us receiving the goods returned in accordance with this policy. Goods that require testing may take up to 30 business days. The credit notes which are issued can then be used as a payment against future purchases or converted to a refund.
All refunds will be returned to the payment method used for the original purchase. If for any reason we cannot refund to the original payment method, we may require ID to be sighted to verify identity, or offer store credit in lieu of a refund.
Should you require further information, please feel free to contact us.