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Customer Help

See some of our common questions here.

Common purchase queries answered

Orders and Shipping

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

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.

Generally our warehouse dispatches on Wednesday & Friday each week, unless we get too many orders or there are critical orders, then we add extra days.

So if you are in Brisbane and order Tuesday, you will receive it Thursday. The rest of the country is subject to normal delivery times.

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.

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

Yes, all of our prices include GST.

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.

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.

If you need to swap an item

Returns and Exchanges

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 ‘Available on back-order’.

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

The first step is to visit our support website and look for any manuals that may help www.ozspysupport.com and if that fails, complete the contact us form on that page and a technician best suited to your need will reach out and contact you.

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.

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 for a refund for up to 14 days after date on invoice and pay an 18% restocking fee provided the item is unused and packaging is as new.

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

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.

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.

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.

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.

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.

100% Australian Owned

Est. 1998 QLD

100% Satisfaction Guarantee

Easy returns and exchange policy

100% Carbon Neutral

We care about our planet

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