FAQs
What payment methods do you accept?
We accept Visa, Mastercard, American Express and PayPal
When will my order be shipped?
Standard delivery is generally within 7 business days from dispatch, although delivery times may vary depending on destination and seasonal demand.
Delivery timeframes are estimates only. We will make reasonable efforts to meet the estimated timeframe, but delays may occur due to circumstances outside our reasonable control.
Can I track my order?
Yes. Once your order has been dispatched, we’ll send you an email with tracking information so you can follow its journey.
I haven’t received my order confirmation or tracking email. What should I do?
Please check your junk or spam folder first. If you still can’t find the email, get in touch with us at store@powerhouse.com.au and we’ll be happy to help.
What is your returns and refunds policy?
We want you to be happy with your purchase from Powerhouse Store. For information about returns, exchanges and refunds, please see our Returns & Refunds Policy.
Do you ship Australia wide?
Yes. We currently ship orders throughout Australia. Shipping costs are calculated at checkout based on your delivery location.
Do you ship internationally?
We currently ship to New Zealand, Hong Kong, Singapore, Japan and South Korea.
International orders are generally delivered within 3–14 business days from dispatch. Delivery times are estimates and may vary depending on the destination and customs processing.
Shipping costs are calculated at checkout based on the destination and the weight and dimensions of your order.
International orders are sent on a Delivered at Place (DAP) basis. Australian GST is removed from eligible export sales. Local import duties, taxes and customs or clearance fees may apply and are the responsibility of the recipient.
Product availability varies by destination due to customs, biosecurity and carrier requirements. Some products may not appear or may be removed from your cart when your delivery country is selected.
We do not currently offer international delivery for food, honey, tea and other drink products, some books / printed publications or selected plant and biosecurity-sensitive products.
Where are the Powerhouse stores located?
Powerhouse Parramatta features three retail stores. Our Main Store is located on the Ground Floor next to the Concierge Desk, with additional stores located on Levels 2 and 3 in the link bridges between the East and West buildings.
How can I contact the Powerhouse Store team?
If you have a question about an order, a product or visiting Powerhouse Store, we’d love to hear from you. Contact us at store@powerhouse.com.au
We will endeavour to respond as soon as possible. Our customer service team operates Monday to Friday, 9am to 5pm (AEST). Enquiries received outside these hours will be attended to during the next business day.