FAQ – The Summer Chaser

Sustainable Travel Towels | ALL DESIGNS RESTOCKED! | Plastic free & Carbon neutral delivery

FAQ

COVID-19 UPDATE

A Message to Our Community

We couldn’t appreciate your support more, and hope you’re all staying healthy and safe.

We know there’s a lot going on, but we wanted to share some information about what we are doing about COVID-19. Here’s the rundown: 


COVID-19 Online Orders (Updated 22 July 2020)

TheSummerChaser.com is open and we are taking your orders as usual. However, there may be some shipping delays on all of our orders depending on the destination.

    Our Team

    We are a small family run business, so we are currently working from home and following all the DHHS (Victoria State Government Health and Human Services) recommendations and measures to keep ourselves and our customers safe. Your orders are packed and processed by one person with a face mask on and sanitising hands regularly while handling the products.

    Our Factories

    Our manufacturing partners in China are open. To ensure worker health and safety, they are keeping protective measures in place such as wearing masks and gloves and taking frequent temperature checks.

    We will continue to follow Department of Health, WHO, and local health agency guidelines, and are committed to keeping you informed as things evolve. In the meantime, don’t hesitate to reach out to us at hey@thesummerchaser.com with any questions.

    Shipping

    Contactless delivery is now in place. With contact-free delivery, you, the customer, and the delivery driver won’t need to come into contact, touch a pen, or a scanning device.

    To keep small businesses, your customers, and our delivery drivers COVID-19 free, we ask that everyone follows these simple instructions:

      • Not shaking hands or touching others
      • Staying 2 metres (6 1/2 feet) away from other people
      • Washing hands with soap and water for at least 20 seconds
      • Using a tissue to cover your nose and mouth when coughing or sneezing
      • Disposing of tissues in a bin

    Current orders booked with ‘Signature on Delivery’ may be changed to Authority to Leave’ (done at the driver’s discretion). If the parcel couldn’t be delivered safely, you can request redelivery and choose Authority to Leave.

    For international orders: To comply with the mandatory requirement of photo ID on pickup, you can place your photo ID next to the parcel (so the driver can still view), while maintaining social distancing or you can show the driver your ID through a window.

    In addition to our contactless pickup and drop off options, our drivers and our team are following the guidelines of governments and health authorities around the world: we’re practising social distancing and the strictest hygiene measures (and hope you are too!). 

    General FAQ

    How much does shipping cost?

    We offer 100% Carbon Neutral Shipping as our standard and only option.

    FREE domestic shipping, $5.00 shipping on orders shipped to New Zealand and $15.00 flat rate shipping on orders to other destinations. Read more about shipping times and destinations here.

     

    When will my order ship?

    Once we receive your order, we start working on it right away! All orders are subject to verification and approval and may take up to 72 business hours to process before shipping. Please note we do not ship on Saturdays, Sundays or holidays. Orders placed on Friday after 3pm AEDT, Saturday or Sunday will be processed by our warehouse the following business day.

    Read more about shipping here.

    Do you ship internationally?

    Yes! We ship to Australia, New Zealand, North America, Western Europe, Asia and the Pacific. Read more about rates & delivery times.

    Will I be charged international duties and/or taxes?

    International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method.

    What's your return/exchange policy on sale items?

    Read our full Return Policy here. 

    Can I change an order after I've placed it?

    We may be able to cancel or edit the address on your order within a short window. If this is something you’d like to do, email hey@thesummerchaser.com as soon as possible!

    We are unable to add items or adjust quantities on orders that have already been placed. 

    Promotions & Coupons

    To use a promo code, add all desired items to your shopping cart and proceed to the Checkout page. Enter the code in the provided “Gift card or discount code” box in your cart and click “Apply”!

    Only one promotion can be applied.