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Orders & Payment - Frequently Asked Questions

Did my order go through?

At Sanity, all credit card payments will be deducted at the time you place your order. Please ensure you have sufficient funds available at time of order placement

When will my order be shipped?

At Sanity.com.au we are constantly ordering products from the supplier. Shipping estimates on the website are provided based on usual supplier turnaround times to deliver products to our warehouse. For the products that we know are in stock at our suppliers, we will advertise so our customers will know that it is quickly available to be sent to our warehouse. However, stock levels are fluid and ever changing. In some cases, suppliers may be out of stock and awaiting the manufacture of more of the item which may cause a delay in getting the product delivered to our warehouse. We will keep you up to date if any delays occur by email.

How will I be charged if my order is partially shipped?

If your order contains ‘In Stock’ items and items currently not in stock, these orders will have an option presented to you at the checkout where you can elect to send the items as soon as possible (partially shipped), or hold all items and send together. If you have elected to send your items as they are ready, for the first part of shipment the items may appear to be charged at full price. However any discounts and adjustments on the order will be applied to the final part of the order. Should you notice any payment discrepancy on the final shipment of your order please contact us on 02 9774 8396 or [email protected] to investigate the issue.

How do I check my order status?

You can check your order status by logging into My Account and selecting the relevant order. We will also regularly review your order and email you with up to date information on its status.

How do I change or cancel my order?

Your order can be changed or cancelled at any time before your order is shipped. Simply log in to My Account and select the appropriate option.

Alternatively, contact us to arrange cancellation of your order.

My order arrived damaged, what can I do?

Should your order arrive damaged or faulty, please ensure you lodge a case with Australia Post as well as contact us within 14 working days of your order being fulfilled and we will arrange an exchange or refund.

If any item in your order has a cracked jewel case (the clear DVD or CD case), contact us and we will ship you a replacement case at no extra charge.

I haven't received my order yet but it's been shipped?

If your order is lost during shipment please contact us and we will endeavour to ship a replacement as soon as possible (depending on product availability); however, in order to confirm that an order has been lost, we must wait until the maximum delivery time has expired before replacing your order. Generally, for the untrackable default letter option, it can take up to 20 business days. For e-Parcel, it is 10 business days and Express Post 5 business days.

Note: It is important that your postal address given to us is correct. Replacement items will be shipped at the cost of Sanity.com.au, except orders where an incorrect shipping address or other information has been provided.

Why should I pre-order? Can't I just buy it when it's released?

You can definitely, but pre-ordering ensures that you guarantee yourself a copy and that its shipped to you as soon as its released. Pre-ordering means that you don't have to remember when a title is released - just think set and forget. It very often secures you an exclusive or bonus item with it (as advertised as part of the specific pre-order).

I'm not happy with my purchase. How do I organise for a refund?

You may exchange or receive a refund on your purchase by retaining your invoice.

Please contact us with details of the item you wish to refund or exchange.

Note: Shipping charges will only be refunded in the case of a Sanity.com.au error. If you have changed your mind about your online purchase, all return shipping charges are the responsibility of the customer.

What does In Stock at Supplier mean?

"In Stock At Supplier" means the product is in stock at our supplier and is ready to ship to us so while it is not here at our warehouse, we can expect it to arrive within 5-10 business days.

	Help you find exactly what you are looking for, even if you aren't sure yourself!
	Track down the hard to find as quickly as possible - if it's available, we will get it!
	Deliver fast and friendly service to every customer.
	Provide you with the hottest, the latest and a great range.
	And if you're not satisified, you can exchange or with a receipt, get your money back - no questions asked!