Shipping & Returns

At BroadBay, we want your shopping experience to be clear and reliable. This page explains how your order is processed, shipped, tracked and delivered, and how returns and refunds work.

Order processing

Once your order is placed, our fulfilment team prepares it for shipment. This includes verifying your order details, checking the product, packing it securely and arranging delivery with our shipping partners.

Order processing typically takes 1–3 business days. Orders placed on weekends or public holidays may begin processing on the next business day.

Delivery times

After your order has shipped, standard delivery typically takes 5–10 business days, depending on your location.

Delivery times can vary because of:

  • Your location and the distance from the shipping facility
  • Carrier logistics and routes
  • Seasonal demand or peak shopping periods
  • Weather or transport disruptions
  • Local postal service performance

Most packages arrive within this window, but occasional delays can happen for reasons outside our control. You can follow your shipment with your tracking number.

Tracking your order

Once your order has shipped, we email you a tracking number. You can use it to see:

  • The current shipping status
  • The estimated delivery date
  • Carrier updates
  • Where the package is in transit

Tracking updates may take 24–48 hours to appear after the shipping confirmation email is sent, while the carrier registers the package.

Packaging

Every item is packed carefully to reduce the risk of damage in transit, using protective packaging, secure sealing and labelling, and careful handling.

International orders

We ship to customers in multiple countries. Domestic orders usually follow the standard 5–10 business day window above. International delivery can take longer because of:

  • Customs clearance
  • Local import regulations
  • Carrier handoffs between countries
  • Regional delivery infrastructure

Any customs duties or import taxes are the responsibility of the customer. You will still receive tracking updates as your package moves through customs and local delivery.

Address accuracy

Please make sure your shipping address is correct at checkout. We cannot guarantee delivery if the address is incomplete or incorrect. Double-check your:

  • Street address
  • Apartment or suite number
  • City and postal code
  • Country

If you spot a mistake straight after ordering, contact us as soon as possible and we will try to correct it before your order ships.

Lost or delayed packages

If your package seems delayed beyond the estimated delivery window, we recommend that you:

  • Check your tracking number for updates
  • Allow extra transit time during busy periods
  • Contact our support team for help

We will work with the carrier to investigate and help resolve the issue.

Returns & refunds

We offer a 30-day money-back guarantee on eligible purchases. In short: contact us first, send the item back at your own cost, and once we have received and inspected it we will issue your refund.

You may request a return within 30 days of delivery. To qualify:

  • The item must be unused
  • The item must be in its original packaging
  • You must contact us and receive return approval before sending the item back
  • The return request must be made within 30 days of delivery

You are responsible for paying the postage costs of returning the item to us. We recommend using a tracked service and keeping your proof of postage.

Refunds are issued only after the returned item has been received by us and has passed inspection. We do not issue refunds before the item has been returned.

If your item arrives damaged or defective, or is not the item you ordered, you must send us both clear photos and a video showing the damage or problem, and the packaging. You must then send the item back to us and pay the return postage up front. Once we have received and inspected it, we may offer a replacement or a refund. If we confirm the item was damaged, defective or incorrect when you received it, we will refund the reasonable cost of returning it once you send us your proof of postage.

Nothing in this policy affects your legal rights as a consumer.

Refund processing

Refunds are processed only after the returned item arrives and passes inspection. Once approved, refunds are issued to the original payment method used at checkout, typically within 10 business days after approval. Banks and payment providers may need extra time to show the refund in your account. You will receive confirmation when the refund has been completed.

How to request a return

Contact our support team with your order information before sending anything back. Please include:

  • Your order number
  • Your full name
  • The reason for the return
  • For damaged or defective items: clear photos and a video showing the problem

Once we have reviewed your request, we will send you return instructions and the return address. Items sent back without approval may not be accepted.

Contact us

If you have questions about shipping, delivery, tracking, returns or refunds, email us at Shopbroadbay@gmail.com. Our support team typically responds within 24 hours. For faster service, please include your order number and details of your request.

Common questions

How long does order processing take?
Orders are processed within 1–3 business days before shipment.

How long does delivery take?
Standard delivery usually takes 5–10 business days after the order has shipped.

Will I receive tracking information?
Yes. Every order receives a tracking number by email after shipment.

Can I return my order?
Yes, within 30 days of delivery if the product is unused and in its original packaging. You must contact us first, you pay the return postage, and your refund is issued after we receive and inspect the item.

How do I contact support about a shipping issue?
Email Shopbroadbay@gmail.com for help with shipping, tracking, returns or refunds.