Orders & Tracking

We send an order confirmation to the email address you entered at checkout within a few minutes of your order going through. It includes your order number and a link to your tax invoice.

1. Check your spam, junk and promotions folders.
2. Check the email address you entered at checkout for typos.
3. Wait up to one hour. Email delivery is occasionally delayed.
4. Still nothing? Email help@zoomlite.com.au with your full name, delivery address and the items you ordered so we can find your order and resend it.

Add help@zoomlite.com.au to your safe senders so shipping updates reach your inbox.

Occasionally we need to confirm a few details before an order ships, for example when the billing and delivery details do not match or the payment provider asks us to check. This is routine and does not mean anything is wrong.

If it happens, we email you before your order ships. We may ask for:

• A copy of your photo ID
• Confirmation of your billing address
• Proof that the payment card or account is yours

Reply within 48 hours and we dispatch your order as soon as the details are confirmed. If we do not hear back within 48 hours, we may cancel the order and refund it to your original payment method.

Yes, if it has not been packed and shipped yet. Email help@zoomlite.com.au with your order number and the change you need: a different colour or size, an item added or removed, or a corrected delivery address.

Once an order has shipped we cannot change it or redirect it. You can return or exchange items after delivery through our returns portal.

Yes, if it has not been packed and shipped yet. We pack quickly, so contact us as soon as you can.

1. Email help@zoomlite.com.au with your order number in the subject line.
2. We confirm the cancellation and refund your original payment method.

Once an order has shipped we cannot cancel it. You can return it after delivery under our returns policy. Original shipping charges are not refunded.

Yes. Enter the recipient's name, address, email and phone number as the delivery details at checkout.

• The parcel includes a packing slip listing the items but no prices or invoice.
• We do not offer gift wrapping.
• A signature is needed on delivery unless you add an authority-to-leave note at checkout.

The recipient can return or exchange a gift within the normal window. See Can I return a gift?

Express (priority handling): order before 11am Melbourne time, Monday to Friday, and we dispatch it the same day.

Standard: dispatched within 2 business days.

Orders placed after the cutoff, on a weekend or on a public holiday are processed on the next business day. Dispatch means your order has left our Braeside warehouse and is with the carrier. We email your tracking details at that point.

Pre-order items ship on their estimated ship date. See What is a pre-order?

For delivery times after dispatch, see How long does delivery take?

A pre-order lets you buy an item that is out of stock and on its way to us. The item is reserved for you from that delivery, and you pay when you place the order.

Estimated ship date

Each pre-order item shows the date we expect to start dispatching it from our Braeside warehouse. This is not your delivery date: normal delivery times apply after dispatch. If the date changes we email you.

Orders with in-stock items too

Your whole order ships together once the pre-order item is ready. If you need the in-stock items sooner, place them as a separate order.

Cancelling a pre-order

Email help@zoomlite.com.au with your order number before it ships. Our team will go through your options or a refund as applicable.

When your order ships we email you a shipping confirmation with a tracking link. Tracking can take up to 24 hours to show its first scan.

Track your order

• Use the tracking link in your shipping confirmation email, or
• Enter your order number and email, or your tracking number, on our tracking page.

More than one parcel

Larger orders can ship in separate parcels. Each parcel has its own tracking number, so check every parcel listed.

International orders

If your order shipped with Australia Post, paste the tracking number into your own country's postal service website. You will usually see faster and more detailed updates there.

Tracking not updating?

Contact the carrier first, as they have the latest information on where your parcel is. If there has been no update for more than 5 business days, email help@zoomlite.com.au with your order number.

1. Check your tracking. Use the link in your shipping confirmation email or our tracking page for the latest update.
2. Check for a carrier notification. Carriers may not leave a missed delivery card. They notify you by email, SMS or their app and hold your parcel at a nearby post office, parcel locker or collection point.
3. Allow extra time for regional and remote areas. These can take 1 to 2 business days longer than the estimate.
4. Contact the carrier. They have the most up-to-date information and can arrange redelivery or collection. For Australia Post, visit auspost.com.au or call 13 76 78.
5. Still stuck? If tracking has not updated for more than 5 business days, email help@zoomlite.com.au with your order number and delivery address.

Carriers may not leave a missed delivery card. They notify you by email, SMS or their app and hold your parcel at a nearby post office, parcel locker or collection point.

Collecting your parcel

• Follow the instructions in the carrier's notification. Bring photo ID.
• You can usually nominate someone to collect on your behalf. Check the carrier's requirements first.
• For Australia Post deliveries, a free MyPost account lets you choose how you receive notifications and redirect parcels.

Parcel not collected in time

Parcels not collected within the holding period (usually 10 to 15 business days) are returned to us. Redelivery and return-to-sender charges apply. Once the parcel is back in our warehouse we email you within 3 to 5 business days with your options: resend it, or refund the order less the shipping charges.

If your tracking shows Returned to Sender and you have not heard from us within 5 business days, email help@zoomlite.com.au with your order number.

Orders with several items, or bulky items, sometimes ship in more than one parcel. Each parcel has its own tracking number.

1. Open your shipping confirmation email or our tracking page and check every parcel listed.
2. A parcel still in transit will usually arrive within a day or two of the first one.
3. If every parcel shows as delivered and an item is still missing, email help@zoomlite.com.au with your order number and the item that is missing.