TrainerHub Connect - Pokemon News for Australia

DISPATCH AND SHIPPING

We work hard to dispatch your order within a 3 business day time frame. Where we have an increase demand, this may extend to 7 business days.

The use of Express Shipping services ensures that your item travels faster to you once it is in the hands of the carrier, however, it DOES NOT mean that we will process your order faster than standard orders ahead of you. 

Our shipping times are as follows:

**SHIPPING TIMES ARE SUBJECT TO CHANGE DURING PEAK TIMES

Australia Post Standard Shipping 

• SA - 2-3 Business Days
• VIC/NSW/QLD/TAS - 3-7 Business Days
• NT/WA/TAS/RURAL AUS - 5-7 business 

Australia Post Express Shipping

• SA - 1-2 Business Days
• VIC/NSW/QLD/TAS - 1-2 Business Days
• NT/WA/TAS/RURAL AUS - 2-3 business 

DHL DOMESTIC SHIPPING

• AUS WIDE - 2-7 DAYS

PRE-ORDER AND SPECIAL ORDER POLICY

In the world of collectables, it is essential that we offer the ability to pre-order items before they’re available for sale on the store shelves. A pre-order is an order placed for an item which has either not yet been released, is out of stock, or sourced specifically for you, the customer, at your request. It is the customer’s responsibility to read and understand this information before proceeding with placing an order or pre-order. 

• If your order contains both in stock items as well as pre-order items, we will hold the order until the pre-order item's release date before dispatching. If you decide that you want the items sent separate, we recommend placing separate orders unless you are happy to wait.
• Items marked as available for pre-order will be shipped as soon as stock arrives. In all cases, we estimate the delivery date, however due delays this may result in your order, along with other items, being shipped at a later date. These delays include, but are not limited to: Supply issues, customs delays on imports, stock rejection due to our strict quality control. Please keep this in mind if you are ordering for a special occasion, and message us if you want to make sure. A delay in delivery will not result in a refund unless the delay extends more than 28 business days past the estimated delivery day.
• Should you be interested in purchasing a product through us that we do not currently have in stock, please contact us directly using the contact form and we will do our very best to source it for you. 

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ORDER CANCELLATION POLICY (Prior to delivery)

• All requests to cancel orders are subject to the same applicable terms as outlined in our return policy with the following exceptions:
  • When orders are made, we will arrange to source the item immediately with the majority of time between order and delivery being subject to transit times. As we incur costs to buy your item, with no guarantee of selling it to another customer, if you cancel a special order or pre-order item, a 20% restocking fee MAY be deducted from your refund amount. This is reduced to 10% if you opt for store credit. This does not apply if delivery is estimated to be 28 days beyond that quoted at time of order.
  • Cancellation of any order where "Direct Shipping" was chosen will result in a 50% restocking fee. This will apply even after 28 days unless tracking indicates item has been lost in transit.
  • Cancellation of ANY order or pre-order prior to delivery will incure a surcharge equal to the fees associated with processing the original transaction. For orders paid using PayPal, this is 2.9% + $0.30 AUD. For orders made with AfterPay, this fee is 8% of the purchase value. 

 

REFUND AND RETURN TERMS AND CONDITIONS

We offer you the option to return your product and obtain a replacement/refund, provided you meet our return conditions and the statutory rights guidelines as set by the Australian Competition & Consumer Commission (ACCC).

If you have met all requirements and conditions our customer service team will process your refund and notify you via once this has been processed. PayPal now offers refunds on return shipping fees, see below for more details. 

Return Conditions

• For returns requested due to "change of mind" or not reading through the listing completely, the return postage and initial postage will be covered by the buyer, even if it is free postage item, and a 10% restocking fee will apply. For special order items, this fee MAY be up tyo 20%.
• The returned item must be brand new condition as received and sealed with no evidence of damage, tampering or soiling.
• Return postage is payable by the customer unless the product is faulty or not as described. We strongly recommend you get a tracking number for your return shipment as we cannot be responsible for loss in transit during the return process.

PayPal Refunded Returns

• PayPal now offers refunds on return shipping fees of up to $45 per return and 8 returns per year. 
• You must have this activated on your PayPal account prior to purchase.
• For more info please see https://www.paypal.com/au/webapps/mpp/returns

Refund Payment

Any refunds will be processed via the original form of payment:

• PayPal: Your refund will be credited into the same account your payment came from less 2.9% for associated fees charged to us by PayPal for order cancellation or "change of mind" - See "Return Conditions" above.
• Credit Card: Your refund will be credited into a bank account designated by you. Please note funds make take a few business days to clear after refund confirmation.
• AfterPay: Your refund will be credited into the same account your payment came from less 8% for associated fees charged to us by AfterPay for order cancellation or "change of mind" - See "Return Conditions" above.

Refund Process Time.

Returns generally take 2-7 business days to reach our warehouse. Once received, your return request will be processed within 3-7 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.

If your item is faulty.

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our customer service team within 30 days. They will guide you through the returns process and help resolve the problem as quickly as possible. If the item was a special order item, a delay may be incured for us to source a replacement, of if a replacement is not available, a refund will be given. We also request that you take a photo showing the defect/fault to speed up the process and ensure you receive the correct replacement part.

If you received an item you didn't order.

If you have received an item different to the one you ordered, please contact our customer service team who will work with you to resolve the problem as quickly as possible. Failure to do so may result in your original order not being fullfilled. It is a crime to keep items which have been mistakenly sent to you (not owned by you).

 

BUYOUT AND PRICE ERROR POLICY

For the purpose of the following terms, a buyout is defined as the action by an individual or business of purchasing all available stock of a particular sku(s) on trainerhub.net.au. Where we suspect a purchase is for the purpose of arbitrage and reslae, we have the right to cancel partly or completly an order and refund the order in-full. Additionally, on occasion, a product may be priced incorrectly on our website whether it be due to human error, or a dramatic change in Market price. Although we strive to honour our prices, we reserve the right to cancel and refund an order should the price at which it is sold for is determined to be below our cost price.
 

Afterpay Cancellations, Exchanges or Refunds

Due to the associated fees, there will be a 8% fee for cancellations, exchanges, or change of mind returns for orders paid with Afterpay. 

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

• name and job title
• contact information including email address
• demographic information such as postcode, preferences and interests
• other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
• if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.