Support Articles

Title

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

1. Contact Us
Title

2. Click & Collect
Title

3. Gift Cards
Title

4. Loyalty
Title

5. Returns & Exchanges
Title

6. Shipping & Delivery

1. Contact Us

Contact Us Form

Click here to fill out our contact us form to correspond with us via email

Live Chat

Our Live Chat operation hours are Monday to Friday from 9am until 4.30pm

Minimax Store Locations

Please click here to find your local store's address and opening hours 

Supplier Requests

Thank you for contacting Minimax. Please send any product submissions to info@minimax.com.au so they can be easily forwarded to the Buying Department.

Donation Requests

Minimax is very supportive of our local store community network & ask that all requests are directed back through the stores. They have many local organisations contact them & can best direct you further from store. Please click here to view our store network.

Price Match

Please let us know the business to review the price match with & we will confirm if able to assist further. We require the website link of the competitor, the item must be in stock & available to order the day of inquiry. Minimax price match policy 

Join Our Team

With Christmas just around the corner, Minimax is looking for team members who thrive in a busy festive environment and are keen to help our customers and their fellow team members in our beautiful stores.
 

We believe both sides of the storeroom door are essential to our success so if you’re passionate and energetic about helping people, love quality products and sharing your knowledge about them, and eager to make someone’s day then we’d love to talk to you about a front of store role. Equally, if you have great attention to detail, can work with urgency and efficiency and are keen to make a difference to everyone’s day, maybe one of our storeroom roles is for you. Either way we’d love to hear from you! Click here for the current list of vacancies

How do I report a negative shopping experience?

At Minimax, we value customer feedback and take reports of negative experiences very seriously. We encourage you to share your experiences so that we can investigate and address the issues effectively. To report a negative shopping experience, contact our customer service with details of the incident. Please include information such as order numbers or membership details to help us accurately locate your transactions and understand the relevant context.


We are committed to improving our service and will make every effort to find a satisfactory resolution to your concerns.

2. Click & Collect

Click & Collect vs Delivery

Minimax stores offer click & collect subject to stock availability. To find out if your local store has stock or for more product details add in your postcode on the product page to display availability per store. 

When processing your click and collect order your address details are required and must be located within 80km radius of the intended store for the process to work. 
Orders under the value of $130 will occur a shipping fee if you are unable to collect direct from the store.

You can also contact us further through live chat

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.

3. Gift Cards

Gift Card Types

Minimax offers two types of gift cards. A physical gift card that can be used in one of our stores & sent to the recipient by Express Post or an online gift card code for use only on our website. When selecting please consider the recipients location to determine what is best for them.
 

If you have a physical gift card this can only be used online if converted to an online code. Send through the 6 digit card number for further assistance. If you have any further questions relating to gift cards please contact us through live chat or customer support 

Issues with Recieving your Gift Card

If you encounter issues with receiving a gift card such as delivery delays, please contact Minimax customer service promptly. We can lodge an enquiry on your behalf regarding the shipment of the card, or alternatively, we can invalidate the undelivered card and send a new one via Express Post or arrange for pickup at a nearby store if that's more convenient.


When reaching out, provide all relevant information including tracking numbers and any specific timing requirements you may have, in order to assist us in resolving the issue for you.

4. Loyalty - Minimax Rewards

Instant Reward Card

An Instant Reward Card is issued in-store. The Instant Reward Card is valid for 4 months from the date of issue and entitles you to a $25 discount off your next purchase in-store.

Welcome Offer

To receive our Welcome offer you can register your email for our loyalty program and the welcome offer 

  • in the  the pop up when you visit our site
  • in the form in the footer
  • at the checkout

You will then be emailed an auto reply with the Welcome code. The Welcome Offer has some conditions: Minimum spend $100 and some product exclusions

This offer cannot be used in conjunction with any other offers.

Member Rewards

When shopping online members automatically accrue points too! Online orders automatically sync back to reward member accounts as long as the same email is contained in the order & rewards member account.

*It's important to update your email details with us when they change.

Online Account Activation

If you have never activated your online account linked to your member rewards card then it will not recognise your email. To request an account invite email please contact our support team.

VIP Offers

To receive VIP offers when shopping online you are required to log in to your account. (If you require a password reset or invite please let us know.)
 

Once logged in add the VIP item to your cart & the VIP offer pop up screen will appear for the discounted price.

Updating your email details

Please contact our support team to update your email address if it changes.

Online orders auto sync back to member accounts as long as the same email is contained in order & member account.

5. Returns & Exchanges

Faulty Products

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 contact us here and state the fault, product description, include image and invoice number in the email within 30 days of receipt of goods.

Refunds will be processed according to your original method of payment. If you believe your item is faulty after the 30 day time criteria, Minimax may require you to send the item back or take to the nearest store for assesment.

Wrongly Delivered Order

You are entitled to an exchange if we unfortunately deliver a product that is not the same as the item depicted on minimax.com.au or if we sent the wrong item. If an item is missing from your order please let us know which one so we can rectify this asap for you. Please contact us here and state the product description, include image and invoice number in the form. Please make sure you contact us within 7 days of accepting delivery.

Change of Mind

If you have changed your mind about your purchase Minimax has a Change of Mind Returns Policy. Items are returned within 30 days of the time of receipt of gooods. You have proof of purchase and items are in original, unopened and undamaged packaging.

Please pack it up in the original packaging and return to your nearest Minimax store for a refund. If you are not located near a store you can post it back to us, please note this cost is at your expense.
 

Refunds can only be processed once the item has been received back in the original condition and undamaged. If returning via Australia Post please share the tracking details with us as refunds can only be isssued back to your account once the item has been received. If you require further information or have any questions please inquiry through live chat or contact us here
 

For all Minimax Online Exclusive items please contact our Customer Support Team for returns policy as the product is delivered direct from the supplier & not stocked in Minimax Stores.

Damaged Goods

We try our best to provide exceptional service, some factors like shipping and handling are outside of our control, and issues can occur. If you have not purchased Route Package protection then please send a photo of the broken/damaged item(s) you received and we can advise you further.
 

If you can provide any details of how the parcel was received and any obvious signs why the item arrived damaged. This will assist our business to improve our processes. Please contact us

Can I return an item if it's not what I expected?

If the item you received is not what you expected, Minimax has a 30 Day change of mind returns policy. A product can be returned for a refund if it's in the same condition and original packaging, has been unused and with any labels attached. Include an image of the product plus the order details in this form. Products can be returned directly to any Minimax store or posted back at your expense. Products posted must arrive back to Minimax in a saleable condition before a refund can be issued. 

6. Shipping & Delivery

Delivery Times

Your order will be delivered in 3-10 business days from dispatch, depending on your location. Please note we only ship orders to Australian residential or business postal addresses. Minimax is not liable for any loss, damage or injury you or any third party suffers as a result of delivery.
 

We will not be liable for late delivery by the courier service. Late delivery does not entitle you to cancel the purchase. Minimax's obligations in relation to delivery end when order is collected by the courier for delivery to your nominated delivery point.

Route Package Protection

Add Route at checkout to protect your package against loss, theft and damage, and make shipping 100% carbon neutral. Take the greener Route. Choose carbon neutral shipping at checkout, and take instant climate action by supporting one of our carbon removal projects. Add peace of mind to your cart. Route offers protection from loss, theft or damage. Resolve any shipping issues with one click. Shopping Reimagined.

Dispatch Timeframe

Most orders are processed the next business day and dispatched within 48 hours. Orders placed after 12pm Friday and over the weekend won't be processed until Monday unless it a click & collect or same day delivery. Please contact customer support for the latest update on dispatch times.

Dispatch times can increase during busy sale periods through the year, we will keep this page updated when this occurs.

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 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.

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 orders from the extended product range, please contact Minimax customer service for assistance.

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.

How can I track my order?

To track your Minimax order, you will typically be provided with a tracking number. This tracking number is sent to you via email after your order has been shipped. If you did not receive the tracking information or are unable to track your package:

  1. Check your email, including spam folders, for any communication from Minimax that may contain your tracking number.
  2. If you have your order number, contact Minimax customer service for assistance and provide them with any pertinent information such as your order number and email address associated with the purchase.
  3. If there is a delay or issue with your tracking information, Minimax customer service can chase up the supplier or the shipping service and provide you with updated tracking details and expected delivery dates.

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 I am charged for shipping but the item was available in-store?

If you were charged for shipping for an item that was later found to be available in-store at the time of purchase, please contact Minimax customer service. They may offer a refund for the shipping cost as a goodwill gesture. Make sure to provide them with your order number and the details of your in-store experience.

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

Most orders are processed the next business day and dispatched within 48 hours. Orders placed after 12pm Friday and over the weekend won't be processed until Monday unless it a click & collect or same day delivery. Please contact customer support for the latest update on dispatch times.

Dispatch times can increase during busy sale periods through the year, we will keep this page updated when this occurs.

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 should I do if my order is not complete upon delivery?

This may be due to parts of your order being shipped from different locations or suppliers. In this case, you can expect separate deliveries for each part of your order. To have clarity on this and receive tracking details for the remaining items, you should contact Minimax with your order number, and they will provide the necessary information regarding the shipment of the remaining items.

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

If you need to cancel an order before it has been shipped, please contact Minimax immediately. In your message, confirm that you would like to cancel the entire order, including all items. This will help us assist you promptly and prevent the order from being shipped out if possible.
 

Should you encounter issues such as delivery failure notifications, please attempt to resend your cancellation request or directly contact Minimax's customer service for further assistance.

 

Please note our team operates during business hours Mon thru Fri. If you inquiry is over a weekend or on a public holiday it will not be attended to until the next business day.

For click & collect orders contact the store direct 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 the process for confirming requests for stock levels or order processing?

When you reach out with a request, whether it's checking stock at a specific location, updating an order, or asking about product availability, we promptly address your query.

We either check the necessary information on the webpage, process orders immediately upon necessary confirmation, or perform the requested checks directly. Once an action is taken, you will be updated or directly contacted to confirm the process completion. This ensures we handle your requests efficiently and keep you informed throughout.
 

Please note our Customer Service team operates during normal business hours Mon- Fri 9am - 4.30pm. If your inquiry falls outside that time they will respond the next business day.