Help Center

For Regular orders, allow 2-3 weeks for Delivery after we placed the order to the manufacture.  This can take up to 24 hrs. For Other orders, refer to the item's page for details. 

Regular orders process is divided in 2 parts:

• Processing time - 2-4 business days
  
• Shipping time - 7 - 14 days

For more information - details are on https://polyma.com.au/pages/shipping-delivery

Our office is located in Sydney. We're an online based store.

Items are sent directly from the manufactures, which are located in Australia, Japan, China & Singapore. So depending on which item (s) you’ve ordered, the manufacture will process your order and have it sent to you from their warehouse.

On your confirmation order email, there is a button "view order". 

That page will provide you all the details from status of the parcel to tracking numbers. You can also get shipping updates by SMS if you opt that in. 

Once the manufacture sends out your parcel, you will receive an email with your tracking number. You can also view your order details and updated information including tracking codes on the confirmation email "view order" button

• We may have sent your items in separate parcels. If you've been sent separate parcels, your shipping confirmation email will confirm this.
  
• If your order has been sent in different parcels then each parcel has its own tracking number. Please check the order notes from each part of your order to make sure you're not missing anything
  
• If an item is missing, please contact us with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

• We want to sort out any issues with incorrect items straight away.
  
• Please contact us with details of which item is wrong and your order number.
  
• We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

We want to sort out any issues with faulty items straight away.

Send an email to counter@polyma.com.au with clear photos of the fault(s) and include your order number in the subject line. We will get back to you as soon as possible.

If you have received a faulty item, we offer your choice of a refund or 120% store credit. All refunds will be issued via the payment method you used to purchase the items.

A Pre-order is an item that has not yet come into stock, but you can pre-purchase it to secure your piece. Pre-orders item under $150 are generally paid up front 100% and are then shipped out to you as soon as they arrive without you having to do anything further.

Preorders are particularly important for limited release items, as sometimes we may presell out of an item, so pre-ordering will be the only way to ensure you can buy that piece.

20% of item value restocking may apply.

• Items can be returned back to us for store credit.
  
• Your items will need to be in their original condition, with tags attached, unused
  
• Send your return within 14 days of receiving your item/s.
  
• You will need to cover the cost of return postage.
  
• If you post your return after the 14 days, you may be charged a late return fee of 20% of each return item's cost.
  

All goods will be inspected on return. 
The goods are your responsibility until they reach our office, so make sure it's packed up properly and can't get damaged on the way.

Send your return back with a completed returns form and your order invoice.

Send your return to our Sydney Office. We recommend using a trackable postage option.
ATTN: Polyma
Suite 8 / 1 Danks Street
Waterloo NSW 2017
Australia

Delivery charges are not refunded/ store credited when you return items from your order, even if the whole order is returned.

• Using your tracking code, you will see when your return has arrived to our office. 
  
• Once your return has reached us, allow up to 5 business days for us to process your return and issue your store credit.
  
• We will then send you a confirmation email when we have applied your store credit to your account.