What’s your return / exchange policy?
You can return eligible items within 30 days of delivery. Items must be:
- Unused and unwashed
- In original condition with all tags and packaging
- Free from damage, dirt, odour, or wear
- Accompanied by proof of purchase
Returns that don’t meet these criteria may be rejected or returned to you.
Navigate to your Orders page, select your order, and the reason for the return.
When will my order ship?
Orders are generally dispatched within the next 1–2 business days after you placed your order.
You’ll receive a tracking number via email once your order is picked and packed by our fulfillment team.
Please note it can take 24-36 hours, or more, for tracking details to begin flowing on your tracking URL.
*During peak periods such as EOFY, Black Friday, and Boxing Day sales, please allow extra time for processing. We will endeavour to prioritse Express Shipping orders, from oldest to newest.
Do you offer free shipping in Australia?
Yes — we offer free shipping on all Australian orders over $200 AUD. For orders under $200, shipping is calculated dynamically at checkout based on size, weight, and destination.
I accidently chose the wrong size or colour on my order. Can I change it?
Depending upon the time elapsed from when you placed your order, we may be able to change the size or colour of the product you ordered, if stock is available.
Please get in touch with us via our online Help Desk, email us or call us on 1300 752 822 - 9am to 5pm Mon to Fri (AEST). International enquiries, call +61 3 9024 7524.
If you have already received your tracking number you will have to request an Exchange.
- Go to your Orders page and select the relevant order.
- On the order, click on 'Request return' on the top right.
- Select the item you wish to exchange, then a reason and add any notes which can help our customer service team.
- Submit your request and a customer service team member will review your request.
- If approved, you will receive an email with a shipping label to return the item/s.
- If declined, you will receive an email along with a reason.
I need to change the delivery address on my order!
If you have already received notification that your order is on its way, sorry, it is too late.
Depending upon the time elapsed from when you placed your order, and as long as your order hasn't already been dispatched, we may be able to change the delivery address on your order.
Please get in touch with us via our online Help Desk, email us or call us on 1300 752 822 - 9am to 5pm Mon to Fri (AEST). International enquiries, call +61 3 9024 7524.
How long does shipping take within Australia?
Standard delivery takes 2–5 business days, depending on your location. Remote or regional areas may take a little longer.
We also offer express shipping options at checkout.
Live and dynamic shipping rates, displayed at checkout, are calculated based upon the dimensions and weight of the products in your order.
Do you ship internationally?
Absolutely. We ship worldwide. Rates are calculated at checkout based on your country, the order’s weight and size.
All international orders come with tracking.
How long does international delivery take?
Most international orders arrive within 5–10 days, depending on the destination and customs clearance.
Rural or regional areas can take longer.
However, we also offer international express shipping options at checkout.
Do I have to pay customs or import duties on international orders?
United States
U.S. Orders below USD$800 using AusPost International are shipped Delivered Duty Paid (DDP), meaning you will not be liable for any additional duties, tarrifs or taxes.
Orders above USD$800 shipping via AusPost International will ship Delivered Duty Unpaid (DDU) meaning you will be liable for the payment of any applicable duties and taxes upon delivery. An estimate of any taxes and duties will be shown at checkout.
All orders, irrespective of total value, shipped via DHL Express are sent Delivery Duty Paid (DDP). However, please note that shipping via commercial carriers can attract higher duties. We provide complete transparency at checkout.
Any applicable customs duties, tariffs, and taxes will be clearly shown and collected from you at checkout. We then pay those duties and taxes directly to United States CBP to ensure your order is shipped to you without any issues or delays.
When using a postal service like AusPost to the USA, you will only be charged with IEEPA duty (10% tariff), based on the country of origin of the product/s and no additional duty. Using a commercial carrier such as DHL Express will trigger the duty based on the products international HS code, plus IEEPA duty and DTP fees.
Canada
All Canadian orders using AusPost International or DHL are shipped Delivered Duty Paid (DDP), meaning you will not be liable for any additional duties, tarrifs or taxes.
Any applicable customs duties, tariffs, and taxes will be clearly shown and collected from you at checkout. We then pay those duties and taxes directly to Canadian CBSA to ensure your order is shipped to you without any issues or delays.
United Kingdom
UK orders below £135 generally do not attract duties. However, UK VAT is payable and these taxes will be clearly shown and collected at checkout, where applicable.
UK orders above £135 may attract duties as well as VAT. These duties and VAT are the responsibility of you, the customer, and will be collected by your local customs authority unless you choose DHL Express. If you choose DHL Express, we can collect those taxes and duties at checkout ensuring hassle free delivery.
European Union
EU orders below the IOSS threshold of €150 generally do not attract duties. However, VAT is payable and these taxes will be clearly shown and collected at checkout, where applicable.
EU orders above the IOSS threshold of €150 will generally attract duties as well as VAT. These duties and VAT are the responsibility of you, the customer, and will be collected by your local customs authority, unless you choose DHL Express. If you choose DHL Express, we can collect those taxes and duties at checkout ensuring hassle free delivery.
We recommend you split any large order so each order is below the €150 IOSS threshold. This will ensure a smoother and quicker delivery.
New Zealand
NZ orders below $1,000 generally do not attract duties. However, GST is payable and these taxes and any duties will be clearly shown and collected at checkout, where applicable.
NZ orders above $1,000 do generally attract duties as well as GST. These duties and VAT are the responsibility of you, the customer, and will be collected by NZ Customs unless you choose DHL Express. If you choose DHL Express, we can collect those taxes and duties at checkout.
We recommend you split any large order to New Zealand so each order is below the $1,000 de minimis threshold. This will ensure a smoother and quicker delivery and no excessive duties.
Rest of the World
Any duties, tarrifs, and or taxes are the sole responbility of the customer. Your local government customs agency will contact you if there are any duties and taxes applicable to your order.
However, if you choose to ship DHL Express, we can collect those taxes and duties at checkout.
Do you ship to military addresses (AFPO)?
Yes — we support deployed ADF personnel. Orders under 2kg to AFPO addresses ship free. Just make sure the full AFPO format is entered correctly at checkout to avoid delays. This service is only available via Australia Post.
We also ship to UK forces, BFPO and US forces APO. However please note these go via UK or USA first, so delivery times will be extended.
Will I receive tracking information?
Yes. As soon as your order is processed by our fulfillment team, you’ll receive an email with your tracking number.
Please note it can take 24-36 hours or more for tracking details to begin flowing on your tracking URL
*During peak periods such as EOFY, Black Friday, and Boxing Day sales, please allow a some extra time for processing. We will endeavour to prioritse Express Shipping orders, from oldest to newest.
What if I miss my delivery or the parcel is returned to sender?
If no one is available to sign, your parcel will be held for collection. If uncollected, it may be returned to us. If we have to re-ship due to incorrect details or failed pickup, re-shipping fees may apply.
What if my parcel is lost, stolen or damaged?
First, check your tracking and speak with the carrier. Still no luck? Contact our team — we’ll help escalate the issue. While we can’t guarantee coverage for confirmed deliveries, we’ll do our best to assist.
Do you have size guides?
Yes — you’ll find size chartson most product pages. If you’re unsure, contact us for help. Our team knows the gear inside out.
Can I pick up in store?
No. Platatac does not offer the ability to pickup orders at our head office.
Do you offer discounts to military or first responders?
We don’t run public discount codes — instead, we price gear fairly and focus on long-term value. If you’re ordering for a unit or group, reach out directly and we’ll look after you.
Can I get a refund instead of store credit or exchange?
Yes. You can request a refund or exchange within 30 days, provided your item meets our return criteria.
Are shipping fees refundable?
In circumstances where we shipped the wrong product or a faulty product, yes, we will refund your shipping.
How will I receive my refund?
Refunds go back to your original payment method. If you paid with a gift card or store credit, the funds will return to that method. We can’t redirect refunds to alternate accounts.
I want to buy a product but it's out of stock
Unfortunately we are not always able to provide a specific update on when certain products will be be back in stock.
However, you can sign up to our Back-in-Stock Alerts on the product page which is sold out.
You can also sign up to our Platatac Newsletter to stay abreast of product restocks, new product releases, sales, and offers.