Delivery

VIC Update: Our Regional and Metro Victorian stores remain open following Government directives, as we provide essential products; therefore we are grouped under "essential services". Click here for more information.

Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

Delivery

We're still delivering!. We’ve made the necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

Returns & Exchanges

We're constantly checking for Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

Please note: Stores that are currently in lockdown and only operating for Click & Collect orders are unable to accept returns or exchanges in store. Please visit us in-store when we reopen, or head to our online returns portal for a refund. 

Please see below for our COVID-safe plan.

COVID SAFE PLAN

We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

Mandatory QR code check-in

Some states have mandated QR code check-ins via the official Government App. Please refer to your local state government for more information (Australia.gov.au).

Mandatory face coverings in-store 

Some states have introduced mandatory mask-wearing indoors. Please refer to your local state government for more information (Australia.gov.au).

Click & Collect

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in. 

Please see below for your state's Click & Collect service: 

*Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

Introduce a limit to the number of customers in-store at any given time

Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.

Maintain 1.5 metres apart from each other where possible

Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.

Use EFTPOS/Paywave/Tap n Go services available

We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.

Use sanitisation station upon entering the store

Hand sanitiser will be available for all customers upon entry.

Regular cleaning routines throughout the entire store

We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.

Remove and put on your own footwear

Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.

Training for team members on social distancing and additional hygiene measures

All of our team members will be required to complete a training course.

Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.

We hope to see you in-store or online soon.

CAT.

We want to assure you that CAT along with our delivery partners, are doing everything we can to safeguard our team and customers during the preparation and delivery of your orders. 

Our delivery partners are following several hygiene protocols including: 

• Social distancing within processing facilities and during delivery to customers.
• Allocating workers to operational zones within processing facilities and performing daily temperature checks. 
• The use of mandatory face coverings and screens where relevant. 
• Practicing good hygiene and regular cleaning of delivery vehicles. 
• No longer asking for signatures on delivery, to avoid unnecessary contact. 

To keep our delivery drivers and posties safe, please:

• Keep 1.5 meters in distance. 
• If you're experiencing symptoms, please let your postie or driver know.
• Wear a mask where required and practice good hygiene.

Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

CAT Australia charge a flat rate shipping fee of $10. However, if your order is over $100 we offer FREE SHIPPING on standard delivery, no matter your location in Australia or how many pairs you decide to purchase.

CAT Australia delivers Australia wide to residential, businesses and PO box addresses.

At CAT Australia we currently do not accept international orders.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. You can check out our Delivery Timeframes to help you estimate the arrival of your order.

Tracking Notification 

Your tracking number will be sent with the subject "CAT Australia Shipment for Order #CAT000000".

Your tracking email will look like this:

Tracking your order:

1. You can log in to your account and select 'Track my Order' tab on the left-hand side
2. Click on the Tracking link in your email notification or copy the Tracking Number at the bottom of your email and track online at StarTrack.
   
   Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

Only received part of your order?

If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

Having difficulties? If you haven't received your order by the estimated delivery date, contact our CAT Experts below and we'll help track it down.

Our couriers will not leave a parcel unattended if there is no one home to collect it. This is to avoid your parcel falling into the wrong hands. 

Instead, the courier will leave a card letting you know that your parcel is awaiting your collection at your local post office. You’ll need to present your ID and the collection card to collect your parcel.

You will have up to 10 business days to collect your parcel from the post office. If not collected within this timeframe, your order will be returned to sender and we are unfortunately unable to send it back to you. You will be refunded when your parcel arrives back at our warehouse.

We deliver to addresses across mainland Australia and Tasmania. 

More information on remote island deliveries can be found here. 

During working hours, please get in touch with a CAT Expert via Live Chat or call on 1300 020 375 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If outside of working hours, please lodge an enquiry via Email. 

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy. 

Wanting to update your delivery address? Unfortunately, our CAT Experts are unable to update your address, we’re so sorry!

You will need to wait until your order has been dispatched and then get in contact with StarTrack on 13 23 45 and provide them with your tracking number (can be found on your dispatch email!). They will be able to update your address, however, please note that this does add an additional business day for delivery on top of the standard delivery time.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in. 

Click & Collect allows you to place an order online and pick up in your nominated store! It's as easy as that! Simply browse the website and find the products you want, then follow the steps below:

• Select your size and proceed to checkout.
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'.
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'.
• This will add the product to your cart, and you are free to browse and add other products to your cart.
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

Please note that Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).

Please wait until you have received this email before going in-store to collect.

 If you need to nominate someone other than yourself to collect the order, we require prior contact with our CAT Experts. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in. 

Once your order is ready to collect, you'll receive an email letting you know you can head in-store to pick it up.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation.

- Personal ID (ie, your driver's license, proof of age or passport).

 We may also request to see the credit/debit card used or speak to the cardholder.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our CAT Experts team.**

**We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in. 

Can't make it to store and need to cancel your Click & Collect order? Please get in touch with the CAT Experts below and provide them with the following information as this helps speed up the process

- Order number (this can be found in your order confirmation)

The CAT Experts will be able to get this sorted for you.

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations - that way you don't miss out on any of your items! This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

Click here for ways to track your order.

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work?

If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately. 

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

Our courier partners will not leave the parcel unattended at your delivery address, so they will drop it off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.