Customer Support
Ordering
Haven't received your confirmation email?
First, please check your spam or junk mail folder, as it might have been redirected there. If you still can't find it, don't worry! Just reach out to us at parkwaydrivemerch@gmail.com and we'll make sure to resolve the issue promptly.
Need to change or cancel your order?
If your order hasn’t been shipped yet, we are happy to help with any changes or cancellations. Please contact us immediately at parkwaydrivemerch@gmail.com, and we will assist you promptly.
How do I check my order status?
Once your order is confirmed and then shipped, we will notify you via email. For real-time updates at any time, simply log in to your customer account on our website.
Is ordering from you safe and secure?
Yes, ordering from us is completely safe and secure. We use industry-standard encryption to protect your personal information and do not store your credit card details. Additionally, you have the option to manage your cookie preferences to enhance your browsing experience.
Shipping and Delivery - Australia
What are the shipping options and cost?
Free Standard Shipping: Available within Australia for orders over $100.
Free Express Shipping: Available within Australia for orders over $150.
For orders under $100, please proceed to checkout where your shipping fees will be calculated based on your chosen shipping method.
How long will delivery take?
Standard Post: Please allow 1-7 business days for delivery.
Express post: Delivery typically occurs within 1-2 business days.
Can I track my order?
Yes! Once your order has been shipped, you will receive an email containing your tracking number. Use this number to track your shipment and estimate its arrival.
Are there any additional charges?
No, there are no extra charges once you have completed your purchase. All applicable fees are calculated and disclosed at checkout.
Shipping and Delivery - Rest of the World
What are the shipping options and cost?
To see the available shipping options and associated costs, please proceed to checkout. Shipping fees will be calculated based on your shipping preferences and the final destination of your order.
Do you ship to my country?
We currently ship to the following regions:
- Australia
- New Zealand
- Europe
- United Kingdom
- United States
- Canada
How long will delivery take?
International orders typically take between 7-21 business days to arrive, depending on the destination and selected shipping method.
Can I track my order?
Yes! Once your order has shipped we will send you an email with a tracking number. You can use this number to track your shipment and monitor its status.
Are there any additional charges for international orders?
Customs and import fees:
If your order is shipping outside of Australia, you may be subject to customs fees (such as taxes, duties, processing fees, etc.) that are not included in the shipping charges. These fees are charges by your local customs office and must be paid by you to receive your shipment.
Customs processing:
The delivery of your order could be delayed due to customs processing. If your order takes longer than expected, please check with your local customs office as they may be holding the package pending payment of fees. Additionally, some customs offices may send a separate invoice for these fees, which could arrive several weeks after your shipment.
Responsibility for charges and handling:
Please be aware that we are not responsible for any orders that are lost or mishandled by foreign postal services, nor for any additional customs or duties charges that may be applied by your country of residence. We advise you to be familiar with the customs charges in your country before placing an order.
Refusal of payment:
If you refuse to pay the customs fees when your order arrives, the shipment will be returned to us. Please note that these fees cannot be refunded by us, as they are not charged by us.
Payments
What payment methods do you accept?
We accept all major credit cards, PayPal, and Afterpay.
Can I shop in a different currency?
Currently, all transactions are processed in AUD. We are looking into expanding our currency options in the future.
How do I use a discount code?
To apply a discount code to your order, enter the code at checkout in the designated field. This will automatically adjust your total amount due.
Returns
Can I return a damaged item?
Yes, if you receive a damaged item, please contact us at parkwaydrivemerch@gmail.com for assistance.
What should I do if my items were damaged in the transit?
If your items were damaged during shipping, please report this to us immediately by emailing us at parkwaydrivemerch@gmail.com
What should I do if you sent me the wrong item(s)?
If you received an incorrect item, email us at parkwaydrivemerch@gmail.com so we can rectify the error promptly.
Can I return an item if I changed my mind?
Yes, you can return an item if you change your mind. Please contact us at parkwaydrivemerch@gmail.com for the return procedure.
How long will my refund take to process?
Once your return is received at our facility, we will process the refund within 2 business days.
Can I refuse or return my parcel if I can’t pay the import fees?
Yes, you can refuse the parcel. Please note that we will not be liable for any import fees and additional shipping charges. We will refund the cost of the item only once your order has been returned to us.
What should I do if my order hasn’t arrived?
If your order hasn't arrived, please contact us at parkwaydrivemerch@gmail.com, and we will investigate the issue.
Pre-Orders
How do pre-orders work?
When you place a pre-order, your credit card is charged immediately, securing your item in advance of its release date. You will receive an email confirmation with tracking information as soon as the item is shipped.
When are the pre-orders shipped?
Pre-order shipping dates vary by products. Please refer to the specific item page for detailed information.
What if I want to cancel my pre-order?
To cancel a pre-order, please contact us at parkwaydrivemerch@gmail.com as soon as possible.
Can I return a pre-order?
Yes, pre-ordered items can be returned. For return instructions, please email us at parkwaydrivemerch@gmail.com.
E-Gift Cards
How long are E-gift cards valid for?
Our E-Gift cards do not expire. Enjoy the flexibility to shop at your convenience.
What if I haven't received my E-Gift card?
First, please check your junk or spam folder. If you still have not received it, contact us at parkwaydrivemerch@gmail.com for assistance.
Other Questions
Where else can I purchase Parkway Drive merchandise?
You can find all our official merchandise at our authorised stores. Please visit (link to the stores page) for a complete list.
Will a sold-out product be re-stocked?
Availability of re-stocks depends on the specific item. Sign up to newsletter to receive updates on new product launches and re-stocks. Depends on product.