Customer service
What to expect after you order — dispatch, freight, returns and how to reach us.
Dispatch times
Every order is packed and dispatched within 24 hours, regardless of format — including full mounts and larger shoulder mounts requiring custom crating.
Delivery & freight
We ship insured, Australia-wide, to every state and territory. Larger full mounts travel crated; smaller pieces are packed to prevent movement in transit. You’ll receive tracking once your order is dispatched.
Returns & exchanges
If a piece doesn’t suit the space you had in mind, you can return or exchange it within 14 days of delivery, provided it’s returned in the condition it was sent. Because each specimen is a one-off physical item rather than stock we can reorder, contact us before sending anything back so we can talk through options — an exchange for a different piece is often possible even where a straight refund isn’t practical.
Damage in transit is different from a change of mind: if a piece arrives damaged, photograph it before unpacking further and contact us immediately — insured freight covers this, but the claim needs to be lodged promptly.
Payment
We accept payment by bank transfer. Order details and transfer instructions are sent directly once you’ve confirmed a piece — get in touch via WhatsApp or email to arrange.
Condition reports & questions before you buy
Every listing includes photos and a grade, but if you want additional close-up photos, exact measurements, or a condition report before committing — especially for larger or higher-value pieces — ask first. We’d rather spend ten minutes answering questions upfront than process a return afterward.
Get in touch
WhatsApp, email and business hours are listed in the footer of every page. When enquiring about a specific piece, include its catalogue number (shown on every listing) so we can answer accurately and quickly.