FAQ's

Forgotten Password

Go to My Account and follow the prompts to reset password.

Changes to orders

Once you’ve placed your order, it joins a queue for immediate processing and despatch. We are therefore unable to make any changes, additions or amendments to orders.

Cancelation of orders

If your order has not already been shipped our Customer Service team can cancel the order for you. Please contact us at cservice@fgb.com.au

Delivery Time

• Standard delivery times are up to 7 working days
• While we endeavour to deliver goods to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume. Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.

Delivery Fees

• We provide FREE delivery for orders $75* or more after all discounts and promotions are applied. For orders under $75, shipping rates will apply and will be calculated by state, based on the distance from our warehouse in Melbourne. Orders under $75 and delivered to VIC, SA, NSW and ACT will attract a postage and handling fee of $11.95. Similarly, orders under $75 and delivered to QLD, NT, WA and TAS will attract a postage and handling fee of $14.95. (* excluding delivery charges or where Authority to Leave the package is not granted.)
• If customers do not grant Authority to Leave their package without an acknowledgement of receipt signature while checking out, FGB reserves the right to charge a blanket $14.95 on the order regardless of size or destination.
• Our policy is to deliver your order in a single shipment.

PO Boxes and Parcel Lockers

• FGB is unable to deliver to PO Boxes or Parcel Lockers.

Postcode Exclusions

• FGB delivers to many postcodes within Australia. However, there are certain regional and remote locations which we cannot deliver to due to cost or lack of delivery services. FGB reserves the right to accept or decline deliveries to remote locations at its sole discretion.
• We do not deliver to addresses outside of Australia.

Tracking

• Shipping is managed by Direct Freight Express .
• You will receive an email with your tracking information from the carrier within 24 hours of your order being confirmed. This will provide a link to your online tracking.

Authority To Leave

• If your address is unattended at the time of delivery, and you have not provided Authority To Leave, your parcel will be transferred to the nearest Depot. Redelivery of your order will be managed by the courier company and they will leave a card to alert you that they have visited, but you weren’t home to receive the package.
• To reschedule your delivery visit: https://www.sorrywemissedyou.com.au/Default.aspx. Please have your consignment note number available; as received in the tracking email.
• Alternatively, please feel free to contact Customer Service at cservice@fgb.com.au. to assist you with rescheduling your delivery.
• If your order is not successfully redelivered it will be returned to FGB and your order will be forfeited.

Payment Options

We accept Visa, Mastercard and Paypal

Tax Invoice

Once payment is processed and your order has been confirmed, you will receive an order confirmation email containing a tax invoice as a downloadable pdf. This email will be sent directly to your nominated email address.

Refund Policy

If you are not satisfied with our products or service and wish to make a claim for a replacement product or refund due to the following:

• you believe that an item which was ordered by you has not been provided; or
• you are not satisfied with the quality of the goods you have received,

Please contact us at cservice@fgb.com.au. FGB reserves the right to inspect the goods before assessing the claim. All requests for returns or refunds must be lodged within seven days of receipt of goods or 14 days from date of placing your order.

Privacy Policy

To view our Privacy Policy please click here.