FAQs

Shipping & Delivery FAQs

Where does Gull Australia deliver?

We currently ship to residential and business addresses throughout Australia. For international shipping enquiries, please contact us directly.

How long does order processing take?

Orders are typically processed within 1–2 business days (Monday to Friday, excluding Australian public holidays). Orders are dispatched once payment has been successfully received and verified. During promotional periods or public holidays, processing times may be slightly longer.

How long does delivery take?

Estimated delivery times after dispatch:

  • Metro areas: 2–6 business days
  • Regional areas: 4–10 business days

Delivery timeframes are estimates only and may vary depending on courier services and your location.

How much does shipping cost?

  • Flat Rate Standard Shipping of AUD $14.99
  • Express Shipping of AUD $29.99

Shipping charges are calculated at checkout. For oversized items or deliveries to remote locations, additional freight charges may apply. If this occurs, we will contact you before dispatch.

Will I be able to track my order?

Once your order has been dispatched, you will receive a confirmation email containing your order confirmation, courier information, and a tracking number. You can monitor your parcel at any time using the tracking link provided.

Is a signature required on delivery?

Signature requirements are determined by the courier service and may vary depending on the shipment, delivery location, and the recipient's delivery preferences or settings with the courier.

Where a signature is required, the courier will request one upon delivery.

Can I change my delivery address after placing an order?

Please ensure your shipping address and contact details are correct before placing your order. Once an order has been dispatched, we may not be able to amend the delivery address.

If an order is returned to us due to an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the parcel can be resent.

What happens if I miss my delivery?

The courier may:

  • Attempt redelivery
  • Leave a collection card
  • Hold the parcel at a depot

If a parcel is returned due to non‑collection or an incorrect address, reshipping fees will apply.

What if my order arrives damaged, or items are missing or incorrect?

Please inspect your order upon delivery. If your parcel arrives damaged, or if any items are missing or incorrect, please contact us as soon as reasonably possible with:

  • Your order number
  • A description of the issue
  • Photographs of the product and packaging (where applicable)

We will work with you to resolve the issue promptly.

What if an item becomes out of stock after purchase?

If stock becomes unavailable due to inventory error, we will contact you within 5 business days. You may choose:

  • Full refund
  • Substitute product
  • Wait for restock (if available)

Are you liable for delivery delays?

While we strive to deliver every order within the estimated timeframe, delays may occasionally occur due to circumstances beyond our control, including severe weather events, courier network disruptions, public holidays, high seasonal demand, and supply chain interruptions. We appreciate your patience should unexpected delays arise.

Your rights under Australian Consumer Law remain unaffected.

Returns & Exchanges FAQs

Can I return an item if I change my mind?

Yes, within 14 calendar days of delivery, provided:

  • The item has not been used
  • The item has not been submerged in water
  • All packaging and seals remain intact
  • No signs of wear, sand, saltwater, or assembly

Items showing signs of water exposure are not eligible for change‑of‑mind return.

Who pays for return shipping?

For change‑of‑mind returns, customers are responsible for return shipping and must use tracked and insured postage.

Original shipping fees are non‑refundable.

Faults & Warranty FAQs

What should I do if I believe my item is faulty?

Please notify us as soon as possible and provide:

  • Order number
  • Description of the issue
  • Clear photos and/or video evidence

We may require the item to be returned for inspection.

What happens if a fault is confirmed?

Under Australian Consumer Law:

If the issue is a major failure, you may choose:

  • Refund
  • Replacement

If the issue is minor, we may offer repair or replacement.

What is not considered a manufacturing fault?

The following are generally not considered manufacturing defects:

  • Saltwater corrosion due to lack of rinsing
  • Sand intrusion
  • Impact damage
  • UV degradation
  • Damage from exceeding rated depth
  • Improper assembly
  • Failure to service life‑support equipment

Who pays shipping for warranty claims?

Shipping to Gull Australia: paid by the customer.
Return shipping after approved warranty repair or replacement: covered by Gull Australia.

If no fault is found or damage is outside warranty coverage, return shipping must be paid by the customer.

What happens if I don't arrange return shipping after inspection?

Items not collected or arranged for return within 30 calendar days may be deemed unclaimed.

Gull Australia reserves the right to recycle, dispose of, or resell unclaimed items to recover inspection, storage, or administrative costs.

B2B / Retail Partner FAQs

Do you supply dive shops and training centres?

Yes. Gull Australia works with authorised dive retailers and training organisations across Australia.

If you are a dive professional interested in becoming a retail partner, please contact us directly.

Are wholesale purchases eligible for change‑of‑mind returns?

Wholesale purchases may be subject to separate commercial terms. Change‑of‑mind returns are generally not available for B2B transactions unless agreed in writing.

Safety & Usage FAQs

Do I need certification to use SCUBA equipment?

Yes. SCUBA diving requires appropriate certification and training.

Customers are responsible for ensuring they are properly trained and dive within their certification limits.

Is diving considered a high‑risk activity?

Yes. Diving is an inherently hazardous activity. Proper equipment maintenance, inspection, and training are essential for safety.

Gull Australia is not responsible for injuries resulting from improper use, environmental conditions, or failure to follow manufacturer guidelines.