Shipping and Delivery Information - The Scuba Doctor Dive Shop

Shipping Information

We pride ourselves on exceptional customer service and our delivery and shipping service is no exception. We do everything we can to ensure that all our customers receive their orders in double-quick time.

Delivery Information

Same Day Dispatch: We know what it's like when you have ordered something online, you want to start using it straight away! So for that reason, we typically provide same day dispatch, so long as we receive your order and payment before 2 pm (excluding Tuesday, weekends and public holidays), and if all the items you are trying to order are in stock.

Standard Shipping Rates

$15 Flat Rate Shipping for delivery Australia wide — Order for delivery anywhere in Australia, anytime and AS MUCH AS YOU WANT for just $15. Conditions apply: Certain really heavy items like cylinders and weights are excluded from this offer. This will be highlighted on the product pages of such products.

Free Delivery for Orders Worth $1000 or More for delivery Australia wide — Order more than $1000 worth of items for delivery anywhere in Australia, anytime and there is no delivery charge. ($1000 is the value of the goods including GST.) Conditions apply: Certain really heavy items like cylinders and weights are excluded from this offer. This will be highlighted on the product pages of such products.

For deliveries within Australia we typically use Australia Post. Thus most orders are sent as Parcel Post. If you need it sooner, you can pay extra for Express Post. Deliveries cannot be made on weekends and public holidays.

Tracking Details: We'll send you an email when your order is ready to despatch, and let you know the 'Track and Trace' label number. Note: Signature on delivery is required on some items.

International Orders: We will accept orders from customers in some overseas countries, however we will only send orders to an Australian address. Your order will be subject to GST (Goods and Services Tax) at the current rate.

If you have any questions, or would like to discuss your order further, please feel free to call our friendly customer service representatives on 03 5985 1700, or email us at diveshop@scubadoctor.com.au.

Delivery Rates

How much will it cost to ship my order?

$15 Flat Rate Shipping for most deliveries Australia wide.
Conditions apply. Please see the Standard Shipping Rate details above.

Free delivery throughout Australia for most orders worth A$1000 or more.
Conditions apply. Please see the Standard Shipping Rate details above.

If you are requesting Express Post, you MUST e-mail (diveshop@scubadoctor.com.au) or call us (03 5985 1700) for your shipping charges. Discrepancies may occur with automatic shipping calculations. It is up to the customer to contact us prior to purchase under these circumstances.

Shipping: Please choose your method of shipping at the appropriate point during the checkout process. Expedited shipments are available. Once an item is added to the cart, you can estimate your shipping prior to check out.

Backorders: The Scuba Doctor will not charge shipping on back-ordered items, i.e. regularly stocked items that are not in stock when your order is placed. Your backorder will be shipped FREE freight when the out of stock product arrives and is shipped to you.

Future Orders: If you order NEW product from The Scuba Doctor that is not in stock as marked on the website (pre-ordered item(s)), it will ship to you when it comes in as a separate shipment. Regular shipping charges will apply.

Lost Packages: Most items from The Scuba Doctor are sent via Australia Post in trackable Parcel Post or Express Post satchels, or as trackable parcels. The Scuba Doctor accepts no responsibility for any package once dispatched. If you are not happy with this method of shipping we recommend you request additional insurance to cover potential losses. An insurance price for your order may be obtained upon request.

Payment Options

What payment methods do you accept?

For the fastest processing of your order, please pay by either PayPal or Credit Card at the online checkout. Please note that we use PayPal as our credit card payment gateway provider. Thus you can choose to pay using your PayPal account, or just by credit card via PayPal.

For more details please see Payment Methods.

What payment currency is used to pay for my order?

All transactions are settled in Australian Dollars ($AUD). If you are ordering from outside Australia, and your bank account or credit card is held in a different currency, you can still order by credit card — your currency will automatically be converted to Australian dollars when you complete the transaction.

The conversion rate varies from day to day with the current exchange rate. Many banks also charge a small currency conversion fee, contact your bank or credit provider for details. In some areas of the site, prices will be shown with an estimate of the price in your home currency. These converted prices are for information purposes only, to help you get an idea of the approximate cost of a product, and they may not be the exact amounts that will appear on your credit card statement.

The final charge to your card is made in Australian Dollars and the ultimate conversion rate is determined by your bank or credit provider. Therefore we are not able to take responsibility if the final amount charged to your card differs slightly from the estimated conversions we provide.

Will I get charged duties or taxes?

All prices for delivery in Australia include 10% GST.
As required by law, all prices displayed in the online dive shop include 10% GST.

Order Processing

I just placed an order with you.
When will it ship out?

90% of orders ship the same day, or next business day. We will begin to process it immediately on receipt during opening hours on business days. On Express, 2-Day and Next Day orders, any order placed on a business day by 2:00 p.m. (Australian Eastern Standard Time) should ship that same day provided that the items on your order are in stock. This excludes Tuesday (we're closed), weekends and public holidays (Australia Post is closed).

Email Confirmation: Once you've placed an order at The Scuba Doctor, you will receive an e-mail confirmation saying that we've received and are processing your order. If you don't see this email, please check the Junk email folder in your email system. Then mark as safe diveshop@scubadoctor.com.au so that you will receive our emails properly.

Shipping Confirmation: We will send you an e-mail notifying you that the order has been shipped. This email will also provide you with the tracking details.

Out of Stock: Out-of-stock items are shipped when they become available. If Express, 2-Day or Next Day shipping was chosen on the original order, The Scuba Doctor reserves the right to ship back-ordered items by a downgraded shipping method.

Drop Ship: We don't keep some products in stock, but instead we 'drop ship' them direct to you from the Australian distributor, thus speeding up the delivery process. If you have multiple products on order for different suppliers, sometimes this means you'll receive more than one shipment.

Can I change my order?

We will try our very best in order to change your order as long as your items have not been dispatched already. Please call us as soon as possible on (03) 5985 1700, or email us at diveshop@scubadoctor.com.au, as soon as possible. Please quote your order reference number. Our customer service team will do everything they can to assist you.

Can I add to my order?

The easiest way to add additional items to your order is to place another order through the online store. Select 'store pick-up' as your preferred freight option, this will remove any freight fees. To avoid confusion on our end please place a note in the comments section of the order, 'Add to order #xxxxx'. If you have any issues please let us know.

My delivery address has changed?

Not a problem, as long as your items haven't been shipped then we can easily change your details on our systems. Please call us on (03) 5985 1700, or email us at diveshop@scubadoctor.com.au, as soon as possible. Please quote your order reference number.

I would like to cancel my order?

If your order has not been processed by our team then we are able to cancel the order, however, please make sure you call us on (03) 5985 1700, or email us at diveshop@scubadoctor.com.au, as soon as possible. Please quote your order reference number.

Unfortunately if your order has already processed then we will be unable to cancel it however, we do offer a returns policy.

Delivery Times

How soon can I expect to receive my order?

90% of orders ship the same day, or next business day. Provided the items in your order are in stock, we'll ship your order within 24-48 hours of receipt during business days.

Domestic shipping (i.e. shipping to a domestic Australian address), generally takes 3-7 business days for delivery (up to 10 business days in some cases).

Express Service shipping time is determined based on customer selection during the check-out process. A street address is required for Express Delivery (no PO boxes).

For deliveries within Australia we typically use Australia Post. It's above our pay grade to accurately predict how long they will take to deliver anything!

Can I pick up my order from your dive shop?

Yes... simply select the "In-Store Pickup" option when checking out if you'd like to collect your order from our dive shop in Rye, Victoria. Full payment is required in order to secure your items as we will not hold anything without payment being received. Items may not be ready for immediate pickup, so please wait for an email to confirm your order is ready before coming to the dive shop.

Store Pickup Information

Store Pickup lets you avoid shipping charges and pick up your order in our dive shop at
1/49 Peninsula Ave, Rye VIC 3941.

Here's how it works:

During checkout, choose Store Pickup for shipping option.
Place your order and wait to receive a "Ready for pickup" e-mail. (This is a separate e-mail from your order confirmation e-mail.)
Bring your ID, credit card, and order number to the store and pick up your items.
We'll hold your items at the store for 14 days.

Please bring to the store:

Your photo ID.
Your order number.
Purchases over $500, the credit card used for the purchase must be presented at point of collection by the card holder.

At the store: Our dive shop has plenty of off-street parking spaces for Store Pickup. They're right out front. Inside, just let one of our staff know you're here for an order store pickup.

Who Can Pick Up Your Order: You can pick up your order yourself, or choose someone else to pick it up (e.g. Friends and Family Pickup). Your pickup person will need to show his/her ID and the order number at the store. For orders over $500, the buyer must collect the goods in person along with a copy of the PayPal transaction confirmation email.

Product Availability: We'll send you an email when your items are ready for pickup. Some items may not be immediately available for pickup from our store or may require assembly. Items not in stock usually arrive at the store within 3 to 7 business days.

A Few More Things to Know

There's no charge for Store Pickup.
Products may be larger than expected due to their packaging. Please keep this in mind when considering what vehicle you use to pick up your order.
Allow extra time to pick up as we may be busy.

Changing or Canceling Store Pickup

To change or cancel a store pickup order, please call us on (03) 5985 1700, or email us at diveshop@scubadoctor.com.au, as soon as possible. Please quote your order reference number.
To switch from shipping to store pickup, please call within one hour of placing your order.
To switch from store pickup to shipping, contact us any time.
If you're calling to cancel a store pickup order, please have your credit card information handy.
Note that not all items are available for both store pickup and shipping.

We Can't Always Take Blame for the Problem,
But We Try To Take Responsibility for the Solution

Over the years we have shipped a great many packages to destinations Australia wide from our dive shop in Rye, Victoria mostly using Australia Post but some other courier services as well. While we do everything within our power to assure a smooth delivery, in our long experience about 1% of those packages will have some kind of shipping problem.

Thankfully most problems are just transit delays due to equipment failures, capacity overloads, or inclement weather. Handing damage is rare but seems to occur more often with heavy items such as tanks and delicate items such as oxygen sensors. Occasionally a package encounters a bureaucratic SNAFU even though we follow best practices.

While you may be tempted to blame us for shipping problems, the fact is that delivery issues with bureaucracies like Australia Post and other couriers are all well outside our control.

However, we do our best to take responsibility for the solution to shipping problems. Although rare, we know a problem can be frustrating when it happens to you and we will work with you to resolve any issue as quickly and effortlessly as possible. While we can't overcome the physics of time and distance, we will try to get you back in the water as soon as possible. If you have a time-critical issue, please let us know and we'll do our best to accommodate your deadline.

Safety and Privacy

Is my information safe and secure?

When purchasing from The Scuba Doctor your name, address and financial details are passed through a secure server using the latest 256-bit SSL (secure sockets layer) encryption technology. Strong 256-bit SSL encryption is the industry standard.

We use PayPal as our payment gateway provider when you choose to pay via Credit Card or your PayPal account. We don't receive, and thus can't store, use, or pass on to anyone else, your credit card or bank account information.

We also use physical and electronic security measures to ensure your personal information is not misused, lost, changed or stolen. These include restrictions on physical access, secure databases or electronic firewalls. For more on this please view our Privacy Notice.

Open Communications

Ordering an item from The Scuba Doctor Online Dive Shop?

Please Note:
To help alleviate problems at checkout and receiving notifications from us, please do the following:

In your Email system: Mark as safe diveshop@scubadoctor.com.au
In your Internet firewall: Mark as safe www.scubadoctor.com.au
Turn your pop-up blocker: OFF