Frequently Asked Questions (FAQs)

 

Frequently Asked Questions (FAQs)

Have questions? We’ve got answers. Below you’ll find helpful info about orders, returns, shipping, and more. If you need further assistance, feel free to email us at support@suppcity.com.au.

 

 

1. What are your customer service hours?

Our team is available to help during the following hours (AEST – Sydney/Melbourne time):

  • Monday to Friday: 8:00 AM – 6:00 PM

  • Saturday to Sunday: 10:00 AM – 4:00 PM

We aim to respond to all inquiries within 1 business day.

 

 

2. What is your return policy?

We offer a 30-day return policy from the date you receive your item. To be eligible:

  • The item must be unused and unopened

  • All original packaging and labels must be intact

  • You must provide proof of purchase

Please email support@suppcity.com.au to start a return request.

 

 

3. Do you charge for return shipping?

No — we cover return shipping costs for approved return requests, including damaged or incorrect items.

 

 

4. How long does it take to process a refund?

Once your return is received and approved:

  • Refunds are processed within 10 business days

  • Your bank or credit card provider may take additional time to reflect the refund on your statement

If it’s been over 15 business days since approval, please contact us.

 

 

5. What should I do if my order arrives damaged?

If your order arrives damaged:

  • Take clear photos of the damaged product and outer packaging

  • Email us immediately at support@suppcity.com.au

  • We’ll offer a replacement or full refund, and cover return shipping costs

 

 

6. What shipping methods do you use?

We only use trusted Australian delivery partners for reliable and trackable delivery:

  • Australia Post

  • Sendle

 

7. Can I cancel my order?

Yes — orders can be cancelled within 24 hours of placing the order, as long as they haven’t been dispatched.

After this window, you may need to wait for the item to arrive and then follow our return process.

 

 

8. What happens if my order is not delivered?

If your parcel hasn’t arrived within the expected timeframe:

  • Contact us at support@suppcity.com.au

  • After investigation, we’ll either resend the item at no charge or issue a full refund

 

 

9. How long does delivery take?

  • Order processing time: 1–2 business days

  • Shipping time: 2–7 business days (depending on your location in Australia)

Most orders are delivered within 2–9 business days total.

 

 

10. How can I contact you?

For any questions or concerns:

 

Email: support@suppcity.com.au
Phone:+61 0479 046 169
Contact Form: Click Here
Live Chat: Click HereClick Here
Address:
31 Indura Dr,
Werribee VIC 3030,
Australia
Business Hours
Monday – Friday: 8:00 AM – 6:00 PM (AST)
Saturday – Sunday: 10:00 AM – 4:00 PM (AST)
Response Time:We aim to respond within 1 Business day.