Frequently Asked Questions

If you cannot find an answer to your question please get in contact with us to ask a team member.

Shipping & Delivery

How long will it take for me to receive my items?

For deliveries within Australia:

  • Shipping options and delivery costs are calculated during checkout.

For deliveries within New Zealand:

  • Please allow 3–8 working days for most urban addresses.
  • Allow an extra 2 days for rural delivery.
  • We use Post Haste for all New Zealand orders.

    For more information, please contact info@stoneycreekoutdoors.com.au
Do I have to pay import taxes or duties?

Possibly - this depends on the laws of your country.

If any duty or import taxes apply to your order, you’ll be notified once it arrives in your country. You are responsible for paying any taxes or duties that occur.

My Order

I’m having trouble placing my order online. What should I do?

If you are having difficulties placing your order online, there are a number of options, you can call our Customer Service team on Free Phone to NZ: 1800 794 810
International Phone: +64 7 541 1557
Email: info@stoneycreekoutdoors.com.au

Returns & Exchanges

What is Stoney Creek’s returns policy?

We’re committed to providing quality products and understand that buying online can be tricky. If you’re not completely satisfied with your online purchase, you can exchange it for a different size or request a full refund (excluding freight) if:

  • The product is returned within 14 days of receiving your order
  • You provide proof of purchase
  • The product was purchased with the intention of keeping it
  • The item is unused and has all tags and labels still attached
I bought my item in-store. Can I return it to Stoney Creek online?

No. If you purchased your item from a local retailer, please return it directly to that store. They’ll handle the return or exchange according to their store policy.
How do I return an online order to Stoney Creek?
  1. Complete the Returns Form online.
  2. Print and include the email confirmation inside your package.
  3. Clearly write your Stoney Creek Website Order Number and your name on the back of the package.
  4. Send your return to:

ATTN: Returns
Stoney Creek Australia
PO Box 809
Heathcote
VIC 3523
Australia
Who pays for return shipping?

You are responsible for covering any postage costs when returning or exchanging items.

We do not cover shipping costs for returns to our warehouse.
Can I return sale or clearance items?

No. All sale and clearance items are final sale and are non-returnable and non-refundable.
Will I get a refund for shipping or customs duties?

Original shipping charges are non-refundable.

Any customs duties or sales taxes are also non-refundable.

Warranty & Repairs

What should I do if my Stoney Creek gear is damaged or needs repair?

If your gear is damaged or needs repair, please complete our Warranty and Repairs Application Form. This helps our team assess the issue and determine the best solution.
What happens if the damage is due to general wear and tear?

If the damage is caused by incorrect use or normal wear and tear, our repairs team will provide you with an estimate of the repair cost before proceeding.
What if the damage is due to a manufacturing fault?

If the damage is the result of a fault in the item, Stoney Creek will, at our discretion:

  • Repair the product at no cost, or
  • Replace the product, or
  • Provide a full refund
Do I need to clean my gear before sending it for repair or assessment?

Yes. All gear must be clean before it’s sent to us or brought to your retailer.

Any items that arrive dirty will not be assessed or repaired and will be returned to you. Please ensure your gear is thoroughly washed before sending it in.

Product Sizing

How do I know which size to order?

When choosing your products online, please check any sizing queries against our measurement chart. We have a size chart to help you clearly determine the best size for you. Please note we have different sizing for men and women. For full details, please consult the sizing chart on your product page.

My Account

Do I need to create an account to place an order?

No, you don’t need an account — you can checkout as a guest.

However, we recommend creating an account so you can:

  • Save your order and delivery details for next time
  • View your order history
  • Track your purchases more easily

Payment

What payment methods do you accept?

We accept payment by credit card (Mastercard or Visa).
Is my payment information secure?

Yes. All credit card payments are processed through the Shopify payment system.

We do not store or record your credit card details.
Are your prices inclusive of GST?

Yes. Under Australia regulations, a 10% Goods and Services Tax (GST) applies to all products sold within Australia.

All prices listed in Australian dollars (AUD) include GST, unless stated otherwise.

For overseas orders, prices are tax-exempt (GST is not applied).
What will appear on my credit card statement?

All transactions made through our website will appear as Stoney Creek (Est 1994) Australia Ltd on your credit card statement.
How are international payments charged?

If you’re purchasing from outside Australia, your credit card provider will charge you in your local currency at their current exchange rate on the day your payment is processed.

Promo Codes

My promo code isn’t working. What should I do?

There may be a few reasons why your promo code isn’t applying:

  • Some promo codes can’t be used on sale or clearance items.
  • Certain codes require you to spend a minimum amount before they apply.

If you’re still having issues please email info@stoneycreekoutdoors.com.au for help.

Gift Vouchers

My gift voucher isn’t working. What should I do?

Check that you’ve entered your voucher code correctly in the field at checkout.

If you’re still having issues with your gift voucher, please contact info@stoneycreekoutdoors.com.au and our team will be happy to help.