1. What is the status of my order?
We have you covered! We will email you as items in your order ship, or if there are any updates on the status of your order. COVID-19 potential delivery delay: our carriers are currently experiencing delays in delivery. We apologise for the inconvenience this may cause.
2. Where is Pure Canter based?
Our office is located in the tropical Whitsundays, Queensland just a few jumps away from the Coral Sea.
3. Where are your products shipped from?
We ship from our Whitsunday warehouse around Australia and now also Worldwide.
4. Can I expedite my shipping?
Yes! We offer express shipping options within checkout.
5. Can you ship internationally or process international credit cards?
Yes, we can. If you experiencing difficulties when placing your order outside of Australia, contact us and our friendly staff is happy to assist.
6. How can I pay for my order?
At Pure Canter we currently accept Visa and MasterCard. We also accept payment via PayPal or AfterPay.
7. How long will it take me to get my order?
For standard shipping, you should receive your order within 4-5 business days.
8. How can I check the status of my order?
We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email.
9. Can I cancel or change my order?
We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders. Exchanges can be initiated through our refund policy page.
10. Can I exchange my order?
Exchanges are accepted for all items within 14 days of delivery. If you’d like to make an exchange, simply return the unused goods back to us in their original condition by using the information on our refund policy page. We do not offer international exchanges at the moment. Sale items are excluded.
11. Can I return my order?
Returns are accepted for all items within 14 days of delivery. You can email us at ride@purecanter.co within 14 days. Please not that you will receive a refund for your product price only. Any shipping costs will not be refunded. Sale items are excluded.
12. What do I do if my order is damaged?
We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team.
13. Why did I only receive part of my order?
Don't worry, it's on its way! While we do our best to ship all orders in one package, there are times when orders will be shipped separately. If you did not receive multiple tracking numbers, please reach out to our customer service team for assistance.
14. I received the wrong goods, what do I do?
Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouse. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via our contact us page, so that they can work to get you your goods as soon as possible.
Phone support is available Monday-Friday from 9am-5pm AEST
0450 585 163
15. Where can I find product sizing information?
Product sizing varies between styles. Product size information can be found toward the bottom of each product detail page or you can view our sizing chart.
16. How do I take care of my performance tights (silicone seat)?
We recommend washing your silicone tights cold wash only and inside out. Unfortunately, the silicone seat will wear over time but to keep it in prime condition for longer, do not tumble dry your tights - instead hang them in the shade to dry.
17. General product care
Our products are made to last, with the harsh Australian conditions in mind. To extend the life of your favourite clothing there are a few things you can do:
* Wash with similar colours and turn items inside out to protect silicone seat and prints
* Do not bleach or use harsh stain removers - the use of fabric softener can also effect stickiness of silicone
* Hang clothing in the shade to dry - it does not like to be tumble dried or ironed
Love your clothing and it will love you back.
18. What is same day shipping?
Same day shipping means that all orders received before 12pm Monday to Friday will be processed, packaged and taken to the Post Office for processing. Please note that Australia Post delivery time frames still apply.
