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Customer Help

See some of our FAQs here.

Orders and Shipping

How do I create an account?

Just go to My Account and register. You can also do it all at check out.

How do I track the status of my order?

Once your order is processes we will add your tracking number into your account and notify you. You will also be notified by the shipping company.

How long does it take for me to receive my order?

Our warehouse dispatches most days of the week, so your order will normally leave same day or next, at worst within 3 business days.

This does not apply to back ordered items, special orders or custom builds, they all normally need an extra week or two.

How do I change my shipping address?

If you pay by PayPal or AfterPay, you may not be able to as it is their terms that we deliver to the registered address. If you think you have made a mistake, please contact us on the email address included with your receipt and we will do our best for you.

Will you keep my credit card information on file?

We do not store any of your financial information at all, ever.

Do you charge GST?

Yes, all of our prices include GST.

Do you ship to my country?

Currently we only ship to Australia from our online spy shop. We do manually ship to NZ and PNG, so if you need anything in those areas, please contact us to arrange a special shipment.

Will my items come in one package?

Normally yes they would, however sometimes they may be split if coming from different warehouses, or if there is a delay on part of the order.

Returns and Exchanges

Can I pre-order an item that is sold out?

Yes you can pre-order/back-order products. If the product is temporarily out of stock and we know it will be back within a week or three, we leave it online with a message notifying you of a delay.

This allows you to purchase it, and as soon as it arrives, your order will be shipped to you.

How do I receive customer support?

Please use our automated support system which will search our records for the latest manuals and suggested recommendations and fixes for your problems. You can then escalate it to an RMA or request further assistance.

Please do not call our stores or head office as you won’t be able to reach the best people and it will just waste your time and ours.

Also, please note, we only support our own products. In a bad week over 50% of our support requests are for people who buy from Amazon and eBay etc. and cannot get it to work. We do not support other sellers equipment, so please contact where you purchased it from.

What is your returns policy?

Generally you can exchange your product once in the first 30 days without penalty.

If you realise you just don’t want it, you can return it at your cost for a refund for up to 14 days after date on invoice and pay an 10% restocking fee provided the item is unused and packaging is as new.

If you return an item stating it is faulty requesting a refund, we will test the unit first and if found to be user error or not faulty we will offer to return it to you and have one of our technicians assist you getting it working, otherwise we can refund you minus shipping and the restocking fee.

You can see more about our policies at our customer care page.

I received the wrong item

In the rare even that our wonderful dispatch team made a mistake and sends you the wrong item, please contact us and we will arrange pickup of the wrong item and delivery of the correct item.

My order arrived damaged

On each product you have the choice for delivery insurance which is 2.8% of the cost of the goods. This covers our costs to insure it for you.

If the item is small and you have not purchased insurance, we still may be able to lodge a request with the shipper, but it takes time and not always successful.

Where should I mail my authorised return?

Once you are directed to return an item, please go to our warranty form and complete it and follow the instructions.

Please do not post items back without completing the form or with no details. No matter how hard we try, if you send a mystery item back to us, we won’t know who owns it, or what is wrong with it.

What do I do if I entered an incorrect shipping address?

Once you place an order, you will receive communications form us, please use the contact details on those emails to contact our dispatch department asap.

Can I change or cancel an order after I’ve submitted it?

A cancelled order falls under the same policy as a refund. You can cancel/return/request refund your orders up to 14 days. This will incur an 18% restocking fee.