Online Store FAQ

Does my order qualify for free shipping?

Pelican.com offers free ground shipping on all orders $99.95.

When can I expect to receive my order?

Pelican offers several shipping methods for your convenience. Estimated shipping times are provided below. Please keep in mind; these time frames include our processing period, which can take up to 72 business hours.

Region	Delivery Terms	Region	Delivery Terms
Victoria	Metro - 3 days Regional - 3-5 days	Northern Territory	9-10 days
New South Wales	Metro - 3-4 days Regional - 4-5 days	Western Australia	6-9 days
Queensland	5-6 days	Far North Queensland	7-8 days
South Australia	2-5 days	Tasmania	5-8 days

How long is my Pelican product under warranty? What does the warranty policy cover?

For Warranty information please go here.

Why can't I purchase all products on your website?

We plan to expand our online product catalogue. We recommend signing up for our Newsletter, so we can notify you as soon as new products are added online.

Where is my order? *

Registered customers can check domestic order status by logging in to their account. We also have a customer service team that can help - 8am – 5pm AEST on business days by calling (03) 9765 1500 or email info.australia@pelican.com

Can I cancel or make changes to my order?

Please contact us as soon as possible if you need to modify or cancel your order. We are unable to cancel or modify after the order has been processed.

Does Pelican offer international shipping?

Pelican.com/au only offer shipping within Australia.

I did not receive my purchase confirmation email or shipping confirmation email. What do I do?

If you've checked your spam and trash folders and still cannot locate your confirmation or shipping emails, please contact our Customer Service team.

Can I buy a gift card?

We do not currently offer Gift Cards.

Will I receive notification or a tracking number when my order ships?

Yes. Pelican.com will send you a shipping confirmation email when your order ships.

What if I need to return a product?

Pelican accepts returns for any reason within 30 days of purchase only if the item was purchased directly from Pelican.com. Please read our Return Policy for further information and fill out the returns form to initiate the process.

Can I purchase a Pelican product in person?

Yes! Use this locator to find your nearest authorised Pelican dealer.

Help! I received my order and it's damaged!

If you receive a defective/damaged product and would like to request a replacement or credit, you must contact our customer service department within 30 days of receipt of the product and provide visual proof of the damage/defect. Please read our Return Policy for further information and fill out the returns form to initiate the process.

Can I talk to a customer service person on the phone?

Sure - our customer service team can help you between 8am – 5pm AEST on business days by calling (03) 9765 1500.

Why isn't my order going through?

We’re sorry you’re experiencing unexpected delays in your order. Here is a list of possible reasons as to why your order is not processing:

The billing address that is on the order does not match the billing address where the card statement is mailed to
Unavailable funds
The SSC number was missing or incorrect
For most credit cards, enter the three-digit number that follows your account number on the back of your card.
Incorrect credit card number or expiration date

How do I check the status of my warranty claim

Our warranty department can be contacted through Warranty.Australia@pelican.com or by calling the customer service team between 8am – 5pm AEST on (03) 9765 1500.

Will I be able to track my order? If so, how do I track it?

Yes. Once the order has been shipped, you will receive an email with your tracking information.

Do you have a price matching policy?

We do not offer price matching on orders placed through the Pelican.com website.

How do I know if a website is selling legitimate Pelican products?

Shop Pelican.com/au worry-free or use this locator to find your nearest authorised Pelican dealer.

What methods of payment does Pelican.com accept?

We accept Visa and MasterCard. Debit cards with a Visa or MasterCard logo are also accepted. Pelican.com also offers PayPal as payment.

What do I do if my promotion code doesn't work?

Verify that you entered the promotion code number exactly as shown, without spaces. Additionally, verify the date you are using the promotion code falls into the applicable date range. Once these are confirmed, if the problem persists, please contact our Customer Service at (03) 9765 1500.

Can I ship my order to someone else as a gift or to a different address?

We do not currently offer gift cards. Orders can be shipped to an address other than the billing address. During the order process, you will be asked first for a shipping address, then during the payment process your default choice will be ”My billing and shipping address are the same". Please uncheck the box to edit your billing address.

When will I receive my refund?

Once received, please allow up to 7-10 days for your return to be processed and 7 - 10 business days for the refund to reflect on your account. It may take longer for the change to reflect in your monthly printed statement, up to two billing cycles.