Questions?
Please read the FAQs below. Do you have any questions or need further assistance? Feel free to reach out to us here, and we'll be happy to help!
Shipping & Delivery
How does the shipping and delivery process work?
Thank you for your order! Welcome to the SecureVentur™ family! Our team will carefully package and ship your items within 24-48 hours. To ensure the fastest delivery, you might receive different types of products separately.
Your order will be shipped via Australia Post or Aramex Australia, with an estimated delivery time of 2 to 7 business days. Once dispatched, you'll receive a shipping confirmation email with a tracking number to monitor its progress.
*Please note: We use signature-required post for safe delivery. If you opt for 'Authority to Leave,' we are not liable for the package in the rare case it goes missing or is stolen.
**Please Note: All shipping timeframes start from the advertised dispatch date. If there's a pre-order date next to the product name, that's the dispatch date. If no date is shown, you're in luck - your item is ready to go!
Can I collect my order directly from your warehouse?
Our SecureVentur™ headquarters are located in Brisbane, QLD, with your products being shipped from our warehouses in Sydney and Melbourne.
*Please note: Our HQ is not a retail store and does not hold any stock. Unfortunately, we cannot offer order collection at any of our fulfilment centres.
How much does shipping cost?
Every order comes with FREE and speedy delivery across Australia, regardless of how many products you purchase.
When can I expect my order to arrive?
Once your order is picked and packed, its magical journey from SecureVentur™ warehouses to your front door begins.
Every order, regardless of the number of products you purchase, includes FREE and speedy delivery across Australia. You can expect your order to arrive within 2 to 7 business days.
*Please note: Although Australia Post or Aramex Australia provide us with estimated delivery times, unexpected delays can occur. If this happens, your tracking number may show a 'delayed' delivery date.
How can I track my order?
Exciting news — your order is on its way! After we pass it to Australia Post or Aramex Australia, you will receive a shipping confirmation email with a 'Track Order' button. This will take you directly to the carrier's website, where you can track live updates on your order's journey!
*Please Note: Haven't received your shipping confirmation email yet? Make sure to check your spam folder as it may have ended up there.
I need help—my order seems lost or hasn't been delivered. What should I do?
Concerned that your order may be lost in transit? While Australia Post and Aramex Australia generally estimate a standard delivery time of 2 to 7 business days, unforeseen delays can happen. If this occurs, your tracking number may show a 'delayed' delivery date. If your order hasn't arrived within 21 days, please contact us so we can start an investigation with Australia Post or Aramex Australia.
*Please Note: For any inquiries or issues related to your order with Australia Post or Aramex Australia, we recommend contacting them directly first. We understand that delays can be frustrating, but we must follow their processes. Once you've reached out to Australia Post or Aramex Australia, please let us know so we can follow up and assist in resolving any issues as quickly as possible.
Can I change my shipping address?
Oops, is your order being sent to the wrong address? We can definitely help change this for you! As long as your order hasn't been shipped, please send us the new details, and we'll update it for you.
If your order has already been shipped, don’t panic! You can still redirect it using the tracking link provided in your shipping confirmation email from Australia Post or Aramex Australia.
*Please note: We can only ship your order to the address you provide when placing it. If you provide an incorrect address and the package is delivered there, we are unable to retrieve it, so please double-check your address carefully! In the rare event this happens, please contact us directly. We can offer you a partial refund or a discount code to repurchase the items you ordered.
Do you offer international shipping?
Currently, we only deliver our products to customers in Australia. However, international shipping is something we might consider if there is sufficient interest.
Are there any customs or import fees to consider?
All our products are shipped domestically from our distribution centers within Australia. This means you don't have to worry about any customs fees, as the shipping is local.
Product Questions
How does a TSA lock function?
The TSA lock is a straightforward 3-digit combination lock. To unlock the bag, align the correct 3-digit combination and push the button. The factory default code is set to 0-0-0.
How can I reset the TSA lock combination?
The factory passcode is set to 0-0-0. To set your own personal code:
- Press and hold the release button.
- While holding the release button, change the number combination to your desired code.
- Release the release button, and your new code will be set.
*Please Note: After you've changed the passcode from the factory set 0-0-0, we won't be able to help reset it if you forget your personal code. Please keep your new code in a safe place.
How does the USB charging port function?
Connect the USB charging cable (included with the bag) to a power bank (available here or check out our SecureVentur™ bundle deals for the best savings). Then, connect your phone's charger cable to the external USB port and plug in your phone to start charging.
Are all of your products waterproof?
All of our non-electronic products are designed to be water-resistant and have been treated with waterproof coating and water-repellent linings.
Our electronic products are not waterproof and should be kept away from water.
*Please Note: Water-resistant does not mean our products can be submerged in water. They are designed to deflect water that lands on their surface.
Do you provide discounts for wholesale or bulk purchases?
Our products are exclusively available on our online store, so we do not offer wholesale discounts for reselling. However, if you are interested in making a bulk personal purchase, please contact us here for more information!
*Please note: All bulk orders are dependent on stock availability.
Is it possible to send an order as a gift?
Have someone special in mind who could use our products? You can ship any SecureVentur™ product directly to them by entering their address as the shipping address and your address as the billing address. We don’t include any value invoices inside the box, and receipts are sent directly to your email address. It’s that easy!
*Please note: Because we use external fulfilment partners, we are unable to include messages in the package - we apologise for the inconvenience!
Are your products available in any physical stores?
No, it's just us! Our SecureVentur™ products are exclusively available on our online store in Australia. Sadly, we currently do not offer international shipping.
Returns & Exchanges
Do you have a return policy?
Apologies for the legal jargon, but please take a moment to review our return policy. We offer a 30-day risk-free trial on our products, allowing you to return them at any time within that period.
*Please Note: If a powerbank has suffered catastrophic damage and the lithium cells may be compromised, it is illegal in Australia to ship it, as it becomes classified as dangerous goods. If this occurs, please contact us at hi@secureventur.com.au with pictures showing the damage, and immediately notify the postage provider that your item was damaged during shipping.
**Please note: If you return an item from a bundle, your order will no longer qualify for the bundle pricing.
What is the time frame for returning products?
All returns must be requested within the 30-day risk-free trial period. Life gets busy, so we understand if you need some extra time. We offer you 21 days from the request date to provide proof that your return has been shipped. For more details, please refer to our returns policy.
*Please note: If you return an item from a bundle, your order will no longer qualify for the bundle pricing.
Am I able to return my order for a refund?
We understand that our products may not always be the right fit. You can return any item you order from us for a full refund.
All returns must be requested within the 30-day risk-free trial period. Life gets busy, so we understand if you need some extra time. We offer you 21 days from the request date to provide proof that your return has been shipped. For more details, please refer to our returns policy.
*Please note: If you return an item from a bundle, your order will no longer qualify for the bundle pricing.
Do I have to pay for returns?
We’ve got you covered! All eligible returns (for both refunds and exchanges) within Australia come with a free return shipping label that we’ll happily organize for you. No need to worry about post office expenses! Just contact our friendly team here, and they'll assist you every step of the way.
*Please note: If you return an item from a bundle, your order will no longer qualify for the bundle pricing.
What is the processing time for my return or exchange?
We're working diligently behind the scenes to process our products at our fulfillment centers. We strongly encourage you to send a photo of your receipt from the post office as proof of your return. Once we have this information, we can promptly process either your exchange or refund! If you forget to obtain the receipt, we'll need to wait until the return reaches our warehouse before proceeding.
What is the processing time for my refund?
We're sorry to see you go! Once your refund is processed, you'll receive an email confirmation from us. The refund will then take 2-5 business days to appear in your account, depending on your bank. If it takes longer, we recommend contacting your bank or merchant (e.g., ZipPay) directly.
Payment
How secure is your payment?
On a serious note, your privacy and security are our top priority. We use Shopify Payments, an extremely secure and highly encrypted system designed to protect customers and hold merchants accountable.
What payment methods do you accept?
We accept traditional payment methods such as credit cards (Visa, Mastercard, American Express) and debit cards for online transactions. For those who prefer digital options, we also offer Google Pay and Apple Pay.
Do you offer payment plan options?
Unfortunately, we don't currently offer split payment options (such as Afterpay, Klarna, or ZipPay). However, these options are coming soon!
How can I apply a discount code?
Wahoo! – it's on sale! You’re basically saving money (or at least that's what we tell ourselves when something is on sale). When you get to the checkout, you'll see a box on the first page where you can enter your discount code. Be sure to click 'Apply'! This way, you'll know exactly how much you're saving before you make your payment."
*Please note: Only one discount code can be applied per order. If you're purchasing multiple bundles or discounts, we recommend placing separate orders. Strikethrough prices may account for the discount code mentioned in the description. Kindly check email offers to see which items the code applies to (e.g., specific products only).
I forgot to apply my discount code!
Realized you forgot to apply your discount code after making your purchase? Don't worry, you haven't missed your chance! Just contact our helpful team here and they will be happy to assist you in correcting thiss
*Please note: Only one discount code can be applied per order. If you're purchasing multiple bundles or discounts, we recommend placing separate orders. Strikethrough prices may account for the discount code mentioned in the description. Kindly check email offers to see which items the code applies to (e.g., specific products only).
In which currency is the store's pricing?
All prices on our Australian store are listed in Australian dollars (AUD).
Contact Us
What should I do if I have an issue with my order?
Is there something wrong with your order? Don't worry, our team is ready to help! Please contact us to report the issue, and to speed up the resolution process, we request that you include photos to help us identify what went wrong.
I would like to cancel or modify my order!
Mistakes happen! Please email us immediately with the subject line 'CHANGE' or 'CANCEL' and we'll do our best to accommodate your request. If your order has already been dispatched from our warehouse, you'll need to go through our returns process. We strive to get your orders out quickly, so occasionally an order may be processed before the team can make changes. We cannot guarantee a change of order after it has been placed, so please choose your items carefully.
"What is the best way to contact you?
No more carrier pigeons and smoke signals—emailing us is the way to go! You can reach us here or by emailing us at hi@secureventur.com.au. This helps us keep a paper trail for your issue so we can assist you better. We're only human, so please be patient as we work as quickly as possible to get back to you. We promise we won't leave you on 'read'!
What's the best way to provide feedback?
We always strive for excellence, so we love hearing your thoughts. We also enjoy your SecureVentur™ stories—it warms our hearts to see our products being used and loved around the world. If you have any feedback for us, please feel free to send it here.
Where is your location?
Our SecureVentur™ headquarters are located in Brisbane, QLD, with your products being shipped from our warehouses in Sydney and Melbourne.
*Please note: Our HQ is not a retail store and does not hold any stock. Unfortunately, we cannot offer order collection at any of our fulfilment centres.