Order Issue

Order Issue

• Why has my order been cancelled?

  We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

  1. Request for additional information is refused or not received within the requested time
  2. Request for the cardholder to contact us within the timeframe is not met
  3. Purchase transaction does not pass our security check
  4. The Purchase has connections to previous fraudulent orders
  5. Purchase was made by an unauthorised alteration of our website.

   We genuinely care about the safety of our customers, their personal information and the protection of their funds.
   
  Timberland may require further verification of your order to ensure that it is authorised by the cardholder.
   
  Our Timberland Experts may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
   
  This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us and our Timberland Experts will provide more information.

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• How can I update my delivery address?

  We all make mistakes sometimes! Unfortunately, our Timberland Experts are unable to update your address, we’re so sorry!
  
  You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

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• Why was my delivery returned to its sender?

  If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

  Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

  Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

  We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

  We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

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• I haven't received my tracking number?

  If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
  We also recommend checking your spam/junk inbox as it can sometimes land in there.
  

  Click here for ways to track your order.

  You can check out our Delivery Timeframes to help you estimate the arrival of your order.

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• Why didn't I receive all of my items?

  Only received part of your order?
  
  We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.
  
  How does it work?

  If your order has been split you'll receive your first tracking order once the first half of the order has been dispatched, and you'll receive the second tracking number once the second half of the order has been dispatched. 

  Your items will likely arrive at different times due to the different dispatch times.

  Click here for ways to track your order.

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• I have received the wrong order?

  Sometimes we make mistakes, we apologise if you have not received what you ordered.

  Please contact our Timberland Experts and provide them with the below information as it helps to speed up the process.

  - Order confirmation or proof of purchase

  - Photos of the incorrect item from all angles.

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