Shipping & returns

This page explains how physical orders from the Community Shark Bite Kits shop are delivered, and what to do if something arrives wrong or you change your mind. It applies to orders placed on this website by Bite Aid.

Sponsoring a kit is different: you are paying for a kit to be installed at a beach or coastal site, not for a parcel to be sent to you. Sponsorship delivery and installation are covered under sponsorship orders below.

A standard kit order includes the sealed weatherproof insert — tourniquet, dressings, bandages, thermal blanket, gloves, whistle, marker and incident management cards — plus the hardware needed to install it. The full contents list is on our kits page.

We may also sell spare parts or other products from time to time. Whatever is in your cart at checkout is what we will send.

We deliver physical orders within Australia. At checkout we ask for your state and postcode so we can quote delivery before you place the order. If we cannot deliver to your address, checkout will tell you and we will not take the order.

We do not ship outside Australia from this shop. If you are overseas and want to support the initiative, you can donate through GoFundMe, which is separate from shop orders.

Delivery is quoted at checkout from your state and postcode. The amount shown there is what applies to your order — we do not add a separate delivery charge later unless you change the delivery address after ordering and the new address costs more to reach.

We aim to dispatch physical orders within a few business days of confirming payment. Transit time depends on where you are in Australia and on the carrier. We will email you when the order is on its way, with tracking if the carrier provides it.

If a delivery date matters — for example you need the kit before an event — tell us when you order and we will do our best, but we cannot guarantee a particular day unless we have agreed it in writing.

When you sponsor a kit, nothing is posted to you. We arrange installation at the beach or site you chose — or at the next place that needs one, if you left that to us.

A sponsored kit may appear on our locations register as “awaiting installation” until the work is done. That is normal. We will email you when the kit is installed and live on the register.

Because there is no parcel, the delivery charges and return rules in the rest of this page do not apply to sponsorship-only orders. If you have a question about where your sponsored kit went, email us with your order number.

Check the parcel when it arrives. If the outer packaging is damaged, note it with the carrier if you can and take photographs before you open it.

Inside, the kit insert should be sealed and the contents complete. If anything is missing, damaged in transit or not what you ordered, contact us within seven days of delivery with your order number and photographs. We will replace or refund as appropriate under Australian Consumer Law.

If you change your mind about a kit you bought for yourself, you may return it within 30 days of delivery provided it is unused, the insert is still sealed, and you have the original packaging. Email us first so we can tell you where to send it. Return postage is at your cost unless we sent the wrong item or a faulty one.

We do not accept returns of opened or deployed kits, spare parts that have been fitted, or anything that cannot be resold for hygiene or safety reasons. That does not affect your rights if a product is faulty.

Our kits are covered by the consumer guarantees in the Australian Consumer Law. If a kit or part is faulty, not as described, or not fit for purpose, you are entitled to a remedy — repair, replacement or refund depending on the problem.

Tell us as soon as you notice the problem, with your order number and a short description. We may ask for photographs or for you to return the item. We will cover reasonable return postage for faulty goods.

Once a kit is installed on a beach and listed on our register, it is maintained for the community — not returned through the shop. If something in an installed kit is missing, damaged, expired or has been used in an incident, use the kit issue form instead. We will restock or replace field kits as part of the programme.

That process is separate from shop returns. It covers kits already in service, whether you bought, sponsored or simply found one on the sand.

If you are ordering several kits for a club, council or surf life saving branch, or you need kits sent to multiple addresses, contact us before you checkout. We can often arrange a single invoice, combined delivery, or installation planning that the shop cannot do on its own.

Email infobiteaid@gmail.com with what you need and where the kits should go.

Approved refunds are returned the same way you paid, wherever that is possible. If you paid by bank transfer, we will need your details to send the money back.

Refunds are processed as soon as we can once we have received a returned item or agreed that one is not required — typically within a few business days, though your bank may take longer to show the credit.

Delivery carriers, rates and returns windows may change as the shop grows. When they do, we will update this page and the date at the top. The version that applied when you ordered is the one that governs that order unless the law requires otherwise.

Questions about delivery, returns or a particular order go to infobiteaid@gmail.com. Include your order number if you have one — it is on your confirmation email and on your account page.