Help

Provided you aren’t looking for help to stop the galactic empire we should be able to help you out. Take a look through our commonly asked questions below for some answers. If these are *not the answers you are looking for* get in touch with us through the contact page.

Shipping

Does my parcel come with an invoice or any tagged prices?

All products are free of tagged prices. You will be emailed a copy of the invoice and the parcel will include a packing slip listing the items ordered but will not include prices. So if you’re ordering a gift for someone, breathe easy, they won’t know how much you spent!

If I purchase something on Saturday night, when will my order be dispatched?

Our operating days (as well as the courier company’s) are Monday – Friday, so as soon as we get back into the warehouse on Monday morning, your order will be picked, packed and dispatched.

When will my item arrive?

All our domestic deliveries are shipped by Australia Post.
Orders will be shipped out within 48 hours.
Orders placed on the weekends will be shipped out on Monday.

For Standard Shipping, your order will arrive in 3-7 business days.

For a more accurate delivery estimate, please use the Australia Post Delivery Times calculator and enter our warehouse postcode (5082) as well as the delivery postcode.

Do you offer international shipping?

Unfortunately no, at the moment we can only ship within Australia. We hope to begin shipping to New Zealand and further abroad very soon.

It’s been over 7 business days and my parcel’s tracking information says ‘no events found’. Is the tracking not working…where is my parcel?

That doesn’t sound good at all. Please do drop us an email at customerservice@brainhac.kr and we’ll contact Australia Post to see what the story is.

The recommended shipping time states 3-6 business days, it has now been 7 business days, so what do I do?

Go to www.auspost.com.au/track. Enter your tracking number, and then wait for your parcel’s status to appear.

When checking the status of my delivery, why is the location on AusPost different to where I live?

AusPost will generally show the location of the depot which will be the closest facility to where an item will be delivered.

Ordering

I got all the way up to the final check out stage, clicked “Place Order Now” and nothing is happening!

First, check to make sure you’ve entered all the necessary information needed. Don’t forget about selecting a shipping option! Then click ‘Place Order Now’ again. If you’re worried about whether an order has gone through or not, check your email inbox to see if you’ve received an order confirmation letter from us. Alternatively you can send us an email at customerservice@brainhac.kr and we’ll look into it for you.

I just bought this product a couple hours ago, but I have changed my mind. How do I cancel this order?

If it has only been 2 hours or so, there is a good chance your order has not been packed yet. Send us an email at customerservice@brainhac.kr with your order number, and one of our friendly staff will contact you to organise the cancellation

Payment

If I don’t have a credit card can I pay by direct deposit?

If paying with credit isn’t on the cards, we do have a PayPal option available for you. Just make sure to select the PayPal option at checkout. Failing that, we cannot accept any other payment method.

Products

What if I’m not 100% satisfied with my order?

We promise 100% satisfaction if you don’t absolutely love it, we’ll take it back. You have 14 days from delivery date to return an item in its original packaging. You will have to cover the cost of getting the item back to us, once it has arrived back in our warehouse we will refund your for the total cost of the returned product(s) but not the initial shipping costs.

The mug I ordered arrived with a great big crack in it; I’m pretty sure that’s not part of the design.

We do our best to package products so that there is minimal chance of them sustaining any injury while travelling to you. Sadly, we don’t always win. If a product arrives damaged in any way, please email us a photograph of the breakage and we will send a replacement out as soon as possible. Depending on the damage done or what the product is, we may ask you to return the parcel to us. In this case, we will send you a paid for returns address so you don’t have to fork out any extra cash. If you’ve decided you’d rather have a refund rather than a replacement, as soon as the faulty item has been posted back to us we will refund you fully for the product as well as initial shipping costs you may have paid.

If I buy 3 of these, can you give me a discount?

Sorry! As much as we’d like to we have bills to pay. However, if you’re ordering more than 20 of one product, we should chat. Drop us an email and we’ll sort something out for you.