FREQUENTLY ASKED QUESTIONS

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We've got answers.

Whether you have a question about your order, delivery, returns, or anything in between — you'll find the answers here.

Delivery

Click & Collect

Orders

Returns

Same Day Delivery

Marketplace

Packaging Protection

Feedback

Delivery & Shipping

Standard delivery 3–10 business days

Most orders are dispatched within 72 hours. Once shipped, you'll receive a tracking number via email.

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How long does it take for Minimax to ship an order?

Most orders are processed the next business day and dispatched within 72 hours, though dispatch can take up to 3–5 working days from when you place your order. Orders placed after 12pm Friday or over the weekend are processed from Monday. Once dispatched, your order will arrive within 3–10 working days depending on your location.

How can I track my order?

Once your order has been shipped, you'll receive a tracking number via email. You can also track your order anytime by visiting our Track My Order page and entering your email address and order number.


If you haven't received your tracking information, check your spam folder for any emails from Minimax. If you're still unable to locate it, our customer service team can chase up the supplier or shipping carrier and provide you with updated tracking details and an expected delivery date.

 

*Please note that some orders may be shipped from different locations and may arrive separately. Additionally, if the order is part of the extended product range, it may be shipped directly from the supplier.

What should I do if only part of my order arrived?

If you've received only part of your order, the remaining items may be shipped separately, especially if your order is from multiple fulfillment centers or includes items from the extended product range. You will usually receive additional tracking numbers for the separate shipments. If you're uncertain about the status of the remaining items, contact Minimax with your order number for detailed information.

What can I do if my order is delayed?

If your order is delayed, you should have received communication regarding the delay. It could be due to factors such as delayed stock from one of our warehouses or delays with the shipping service. Contacting Minimax customer service is the best way to receive the latest updates and tracking information. Minimax aims to dispatch orders as soon as possible, especially during busy periods.

What happens if I miss a delivery from Minimax?

If you weren't available when a delivery was attempted, your order may be taken to a local Post Office. You should receive a notification about the missed delivery and details on which Post Office is holding your package. You can then collect your order from the Post Office.

Can I add additional items to my order?

To add items to an existing order, please contact our customer service team with your order number and the details of the additional items you wish to purchase. Depending on the availability of the items and the status of your original order, we may be able to add the new items to your order. If the original order has already been processed, we will advise you on how to place a new order. As a gesture of goodwill, we may offer to waive the shipping fee for the additional items.

Can I cancel my order before it's been shipped?

If you need to cancel an order before it has been shipped, please start a Live Chat with us immediately. In your message, confirm that you would like to cancel the entire order including all items so we can act quickly and prevent it from being shipped out if possible.


If you encounter any issues such as delivery failure notifications, please attempt to resend your cancellation request or reach out again via Live Chat for further assistance.


Please note our team operates during business hours Mon–Fri. Enquiries over the weekend or on a public holiday will not be attended to until the next business day. For Click & Collect orders, please contact the store directly to cancel.

Can I change the shipping address after placing an order?

Yes, you can change the shipping address after placing an order. Once you realize that the shipping information is incorrect, please reach out to us immediately with the correct address. We will update your order details to ensure the delivery goes to the right location.


Please note our team operate during normal business hours Mon- Fri 9am - 4.30pm so inquiries outside this time or on public holidays will not be attended to until the next business day.

What is Minimax's Extended product range?

Minimax's extended product range refers to products that are offered online and may be delivered directly from the supplier rather than Minimax's own inventory. For these products, tracking information and delivery updates are provided as soon as they are available from the supplier. If you haven't received an estimated delivery date or tracking information for an extended range order, please start a Live Chat with us and we'll follow it up with the supplier on your behalf.

Click & Collect

Click & Collect — ready in 3 hours

Order online and pick up from your nearest Minimax store. Available at all locations.

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How do I use the Click & Collect service?

To use our Click & Collect service, please follow these steps:

 

1. Select the 'Click & Collect' option from the product page.
2. Choose the store from which you wish to collect your items. If the store option is not available, this may mean the item is currently out of stock at that location.

3. Your billing address location for your order needs to be located within 80kms of the store selected for the option to work.
 

When your order is ready for collection, the chosen store will contact you. Please ensure all details including store selection are correct at checkout to avoid any inconvenience.

What Minimax stores are offering Click & Collect?

All Minimax stores offer Click and Collect Service. You can check the stock availability at your selected store and order online for a pick up in store. Find your local Minimax store locations here.

How do I know when to collect my order?

We'll notify you when your order is ready for pick up. You will receive a “ready for pick up” email once your order is ready for collection. Find our store locations and opening hours here.

What do I need to bring when I collect my order?

Please bring a valid photo ID and your order confirmation number/email to pick up your order.

Can I have someone else pick up my Click & Collect items?

If someone else will be picking up your Click & Collect items on your behalf, please list yourself as the Customer when placing an order and ensure to include the name of whoever will be collecting it in your shipping address details. This way their ID can match up with what's on record for your purchase when collecting in store.

What happens if I forget to collect my order?

In case you forget to pick up your order, we'll be sure to send you a few friendly email reminders. Please try to pickup your order within a week or two.

Why can't I see the Click & Collect option in the Checkout?

You must enter your shipping address in the Delivery section of the checkout to display the available stores for a Click & Collect purchase for the products in your cart.

Managing Your Order

Can I add additional items to my order?

To add items to an existing order, please contact our customer service team with your order number and the details of the additional items you wish to purchase. Depending on the availability of the items and the status of your original order, we may be able to add the new items to your order. If the original order has already been processed, we will advise you on how to place a new order. As a gesture of goodwill, we may offer to waive the shipping fee for the additional items.

Can I cancel my order before it's been shipped?

If you need to cancel an order before it has been shipped, please start a Live Chat with us immediately. In your message, confirm that you would like to cancel the entire order including all items so we can act quickly and prevent it from being shipped out if possible.


If you encounter any issues such as delivery failure notifications, please attempt to resend your cancellation request or reach out again via Live Chat for further assistance.


Please note our team operates during business hours Mon–Fri. Enquiries over the weekend or on a public holiday will not be attended to until the next business day. For Click & Collect orders, please contact the store directly to cancel.

Can I change the shipping address after placing an order?

Yes, you can change the shipping address after placing an order. Once you realize that the shipping information is incorrect, please reach out to us immediately with the correct address. We will update your order details to ensure the delivery goes to the right location.


Please note our team operate during normal business hours Mon- Fri 9am - 4.30pm so inquiries outside this time or on public holidays will not be attended to until the next business day.

Returns & Exchanges

30-day change of mind returns

Unused, in original packaging with labels attached. Return in-store or post back at your expense.

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What is Minimax's returns policy?

Minimax offers a 30-day change of mind returns policy. Items must be unused, in original packaging with all labels attached. Include an image and order details when initiating. Postal returns must arrive in saleable condition before a refund is issued.

What do I do if my order arrives damaged?

If your order arrives damaged, please start a Live Chat with us within 7 days of accepting delivery. Make sure to have your order details ready so we can resolve it promptly.

What if I receive the wrong product?

If the product delivered doesn't match what was shown on minimax.com.au, you're entitled to an exchange. Start a Live Chat and include the product description, an image, and your invoice number.

What if my product is faulty (online order)?

If a product purchased from minimax.com.au is faulty, you're entitled to a refund, repair, exchange, or credit. Where the fault is not major, Minimax may choose to repair, replace, or refund the item. Start a Live Chat and include a description of the fault, product description, image, and invoice number.

What if my product is faulty (in-store purchase)?

If a product purchased in a Minimax store is faulty, you're entitled to a refund, repair, exchange, or credit. Please return to the store with the product so staff can assess it and advise on the best course of action.

How do I return a Minimax Marketplace product?

Marketplace products are shipped directly from third-party sellers and are not stocked in Minimax stores. Change of mind returns must be posted back directly to the supplier. Start a Live Chat for instructions on all Marketplace returns and product enquiries.

Same Day Delivery

Order before 11:30am

Available in selected areas within 50km of a Minimax store, delivered the same day via Rendr.

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What is Same Day Delivery?

Minimax has partnered with Rendr to offer same day delivery to customers living within 50km of a Minimax store. Order before 11:30am and receive your items the same day — orders placed after 11:30am will be delivered the next day.

Where is same day delivery available?

Same day delivery is available in selected areas across Victoria, South Australia, and Tasmania, within 50km of a Minimax store. Enter your postcode at checkout to confirm eligibility.

What is the cut-off time for same day delivery?

Order before 11:30am to receive your items the same day. Orders placed after 11:30am will be delivered the following day.

Can I cancel my order?

You will be refunded in total if the driver has not been assigned to your order. If you would like to cancel your order after a driver has been assigned, unfortunately you will incur the delivery fee.

How much does same day delivery cost?

Delivery costs are calculated at checkout based on your location.

Can I send to a PO Box and Parcel Locker?

Please note that our same day delivery service is not available for PO boxes or Parcel Lockers. If you need your items urgently, please provide a street address where we can deliver them within the same day. Alternatively, we can ship your order to a PO box or Parcel Locker via our standard shipping option with Australia Post 

What if I’m not home to accept the delivery?

We strongly recommend that you are home to accept the delivery, however if you are not home, our couriers will leave your products in a safe place. If the courier deems there to be no safe place to leave, our friendly customer support team will contact you to discuss what further action needs to be taken.

 

This could involve a redelivery, which may include an additional charge being incurred by the customer.

What if I receive an incorrect item or order? 

Please contact our customer service team and they will discuss the options with you.

Marketplace

Shipped by our trusted third-party sellers

Marketplace products are fulfilled and shipped directly by the seller. Delivery times and tracking may vary.

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How do I track my delivery? 

Once your order has been processed and dispatched you will be sent an email notification with tracking information. You will receive notifications from each 3rd Party Supplier item you have purchased. 

How do I return my order?

You are entitled to a refund, repair, exchange or credit if the products you've purchased from minimax.com.au are faulty. Where a problem with a product is not a major fault, Minimax can choose whether to repair or replace the item or provide a refund. Please email info@minimax.com.au and state the fault, product description, include image and invoice number in the email.

What is a split order?

Receiving multiple packages

If you order from multiple third party sellers your order will be fulfilled from more than one warehouse and so your items will be sent separately.  This is called a split order. As you will be receiving multiple deliveries you will receive multiple tracking numbers.

How do I contact customer service? 

Email  info@minimax.com.au

Fill out the customer service form on the contact us page and we will endeavour to reply to you within 1 business day. Customer Service hours are 9.00am to 5.00pm Monday to Friday (AEST) 

Incorrectly delivered order 

If your order is incorrect please advise customer service and we will arrange a return post label and organise the correct item to be sent.

Faulty product

If your product is faulty, please contact our customer service team via Live Chat. Having your order number ready and attaching an image of the faulty item will help us resolve your issue as quickly as possible.

Can I  Click and Collect?

Unfortunately, we do not offer click and collect service on Minimax marketplacer products.

What if I receive an incorrect item or order? 

Please contact our customer service team and they will discuss the options with you.

SavedBy Package Protection

What is SavedBy Package Protection?

SavedBy Package Protection is an optional add-on that can help cover the cost of lost, damaged or stolen packages. We do everything that we can to make sure the package gets to you, but in cases when issues arise SavedBy can help.

How Much Does it Cost?

SavedBy varies depending on the price of your order. It will automatically calculate once you begin to add items to your cart.

Do I need SavedBy?

You don’t, but it can help speed up the process of resolving issues related to shipping. And in some cases where packages may not be covered by us, SavedBy can help where we wouldn’t be able to.

How do I use my SavedBy Protection?

If you have issues with your package, reach out to SavedBy directly here. Please review their policies to make sure that your package can be covered here.

How long do I have to wait until I can receive a new package?

SavedBy can help send a new package within 1 business day! Sometimes it may take more, but in most cases they are very quick to resolve any issues that arise.

Will SavedBy reach out to me directly?

SavedBy will send you an email confirmation once you have placed an order in our store that includes their SavedBy Package Protection. Keep your eye out for it!

 

If you have any questions for their team, or have filed a claim, they will email you directly with any questions, updates, and resolutions. Their email address is: Support@Savedby.io for general questions, and Claims@SavedBy.io for issues with packages.

Feedback & Experience

How do I share feedback about my shopping experience?

We'd love to hear from you. Start a Live Chat or email us at info@minimax.com.au with details of your experience. Your feedback helps us improve our service for everyone.

Can I leave a product review?

Yes, you can leave a review directly on the product page. Your review helps other customers make informed decisions and helps us understand what's working well.

How do I report a problem with the website?

If you notice a technical issue or something doesn't look right on our website, please start a Live Chat or email us at info@minimax.com.au with a description of the issue and the page it occurred on. Screenshots are helpful if you can include them.

Can't find your answer?

Customer service hours

Mon–Fri, 9am–5:00pm AEST.
Closed weekends & public holidays.

Find a store

Locations, phone numbers & hours via our Store Finder page.

Track my order

Track your order anytime on our Track My Order page.