Please include this RMA form when returning items for any reason. 

Returns Address
Urban Archery
51a Freight Drive
Somerton VIC 3062
Australia

What are the postage costs? 
Postage starts from $9.95 and is calculated by item weight and size. Postage costs are displayed in the shopping cart once you have added your items.
In order to keep postage costs as low as possible for our customers we may send some items without its original packaging. For example a release aid shipped with arrows or stabilisers may be removed from it's plastic clamshell packaging.
In that case we will take extra care to protect the item during transport and send all included paperwork. 
Please let us know in the notes during checkout if you do not want this to occur. (extra postage charge may apply in this case)
Also see below

The postage quoted for my items seems really high?

We are working hard on getting our postage quotes accurate on the website but it doesn't always work out perfectly due to the way the system works. We will refund you for any excess postage or we may upgrade you to express postage instead, for example if you live in WA and you have purchased arrows instead of refunding you $4 we upgrade you to express post.
If you feel a postage charge is excessively high for what you have in your cart please feel free to email us so we can fix that. 

When will my order ship?

We process web orders Tuesday to Friday. All orders placed over the weekend will not be processed till Tuesday afternoon. We endeavour to ship orders within 1-3 business days.
However, orders that require a courier (such as bowcases and targets) or out of stock items can incur longer shipping times.
We try our best to ship every order ASAP but should there be a delay longer than a couple of days with any item we will either part ship your order or get in touch with you via email, phone or SMS. 

Can I get my order sent via Express post?

Small and Medium sized parcels can be sent via Express post, just select the option during checkout. Large or heavy parcels will need to be quoted (bows, bow bags/cases, targets, target faces etc ) if it won't fit into an XL satchel we will contact you  with the exact postage costs. 

What type of postage do you use?

We send all of our orders via Australia Post eParcel and prepaid satchels, including international orders. Larger or heavy order items such as bows longbows, bow cases target faces and target butts  are shipped via courier ( Star Track, TNT).

What happens if my item is lost or damaged in the mail?

We strongly advise all of our customers to request to add shipping insurance when checking out their orders if value is over $500. This way, if a package is lost or damaged by Australia Post, we can lodge an insurance claim on your behalf. If you choose not to have your order insured, we cannot help you if Australia Post lose or damage your item.

What does it mean if my order is listed as partially shipped?

If your order is partially shipped, that means we were out of stock of one or some of the items in your order. Our warehouse will try to call you and/or send an email advising you which items  may be delayed and when it will be shipped. Sometimes we may also offer you an alternate product or a different colour but we will always get in touch with you before sending a different item. 
Please do keep an eye on your emails to avoid any delays.

What if my item/s is out of stock?

Sometimes due to demand for a particular product or human error we may have some items temporarily out of stock even if the website shows them to be in stock. 
If a product you have ordered is out of stock our warehouse will contact you within 1-2 business days to confirm availability and let you know when the item is due to arrive.
In most cases, we will ship the other items in your order and send out the out of stock item once it arrives or we may contact you with an alternative product suggestion.
In some cases we may hold your order for a few days till the missing item is available and ship everything together especially interstate orders (Please see our disclaimer and Terms & Conditions for more information regarding out of stock items) 
If you have ordered an item that was showing out of stock on the website when the order was placed (our web store does allow you to place backorders) we will hold your order till everything is ready to go. If the delay is going to be significant we will get in contact to discuss part shipping your order.

Can I pick-up my order at your retail store?

Yes you can, we have a store front and we do offer a pick-up in store option for customers who live locally (we are located in Somerton, VIC) who would like to arrange a time to collect their order in person. It can take time to confirm your order and allocate your goods so please wait till we contact you before coming to pick up your order.

I've ordered a product from you but it is faulty. What do I do?
If a product you've bought from us is faulty contact us via this website as soon as possible and our staff will assist you in your warranty claim.
When returning an item you must include this form printed out and filled in with the item so we can process it correctly. 
RMA Form 

I need to return a warranty item, do you pay for that?
No, all postage costs must be covered by the customer. 

What sort of packaging do you send items in?
Most items are sent in padded parcel bags.
In some situations, excess plastic packaging will get removed from some products to save on postage.
Please let us know if you do not want this to occur. (extra postage charge may apply in this case) 
We have recently swapped to some more environmentally friendly packaging options like recycled paper envelopes and we are trialling a new style of compostable mail satchel.