Shipping Your Adventure Gear

At STM, we know you’re eager to hit the beach, street, or park. That’s why we process orders fast and partner with top carriers to get your gear to you reliably.

Order Processing & Delivery Timelines

Once you place your order, here’s what to expect:

  • Order Processing: 1-2 business days. We’ll get your items checked, packed, and out the door from our Mount Cole Creek warehouse.
  • Dispatch Notification: You’ll receive a tracking number via email as soon as your order ships.

Shipping Methods & Costs

We offer two clear options to suit your needs:

Method Carrier Cost Estimated Delivery Time* Best For
Standard Shipping DHL or FedEx AUD $12.95 10-15 business days after dispatch Faster, tracked delivery worldwide.
Free Shipping EMS FREE on orders over AUD $50 15-25 business days after dispatch Budget-friendly, reliable delivery.

*Delivery times are estimates and may vary based on destination and customs processing. We ship globally, excluding some Asian and remote regions.

📦 Tracking Your Order: Use the tracking link in your dispatch email to follow your gear’s journey right to your doorstep.

Returns & Exchanges: Our “Make It Right” Promise

We’re committed to ensuring you’re stoked with every purchase. If something isn’t quite right, our process is straightforward, transparent, and fast—just like our checkout.

Key Policy Points

  • Return Window: 15 days from the delivery date.
  • Condition: Items must be unused, in original packaging with all tags attached.
  • Process Time: 5-7 business days after we receive your return at our warehouse.
  • Refund Method: Back to your original payment method (Visa, MasterCard, JCB, PayPal).
  • Shipping Costs: Return shipping is the customer’s responsibility unless we made an error (wrong or defective item).

The Return & Exchange Process: Step-by-Step

We’ve kept it simple—no more complicated than choosing your next deck. Follow these steps:

1. Check Eligibility

Ensure your item meets our return criteria:

  • Within 15 days of the delivery date.
  • Unused, unworn, and in original condition.
  • Original packaging and all tags included.
  • Proof of purchase (order number or email confirmation).

⚠️ Non-Returnable Items

Based on our product range and commitment to safety and hygiene, the following cannot be returned or exchanged unless defective:

  • Bearings: For safety and performance reasons, once packaging is opened.
  • Beanies & Hats: Due to personal hygiene considerations.
  • Swimwear & Boardshorts: If the hygiene seal is broken.
  • Customized or personalized items.
  • Items marked as “Final Sale” or “Clearance”.

Defective items are always covered—see below for details.

2. Contact Our Crew

Email us at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you want an exchange or refund

We’ll respond within 24 hours with a Return Authorization (RMA) number and instructions.

3. Package Your Item

Securely pack the item in its original packaging, including all tags and accessories. Place the RMA number clearly on the outside of the package. We recommend using a trackable shipping service.

4. Ship to Our Warehouse

Send your return to:

STM Online Shop – Returns
87 McKillop Street
MOUNT COLE CREEK, AU 3377
Australia

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

5. Processing & Refund

Once received at our warehouse, we’ll inspect your item within 3-5 business days. You’ll receive an email notification once processed.

  • Refunds: Issued to your original payment method within 5-7 business days after approval. International refunds may take an additional 3-5 business days to appear on your statement.
  • Exchanges: Shipped via your preferred method (standard or free shipping) once processed.
  • Store Credit: Available upon request, issued immediately via email voucher.

🛠️ Defective or Incorrect Items

If you receive a defective item or wrong product, we’ll make it right—fast. Contact us immediately at [email protected] with photos of the issue. We’ll cover all return shipping costs and expedite your replacement. Your satisfaction is our priority.

International Returns

As a global shop, we accept international returns. Please note:

  • Return shipping costs and any import duties are the customer’s responsibility.
  • Mark the package as “Returned Goods” to avoid additional customs charges.
  • Refunds are issued in AUD; currency conversion differences may occur.
  • Processing times may be slightly longer for international returns.

Need Help? Our Crew is Here.

We’re here to help you get back to adventure quickly. Reach out anytime:

  • Email for Returns: [email protected]
  • General Inquiries: [email protected]
  • For faster service: Please include “Return” and your order number in the subject line.
  • Response Time: We aim to reply within 24 hours during business hours (AEST).

We believe returns should be as hassle-free as our checkout. Get back to what matters—your next adventure.

© 2023 STM Online Shop. All rights reserved.

More than a store — your partner in adventure.

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