Frequently Asked Questions

Orders & Delivery

  • Do you offer Click & Collect?

GoSuperSpecial offers quick and easy Click & Collect service with no extra charge! 
Generally, we have Click & Collect orders ready for collection less than two hours after your order being placed & paid online. You are also welcome to visit our store and purchase directly. 

Store address: 284 Wickham Road, Highett VIC, Mon-Fri between 9:30am-5:30pm (for public holiday opening hours please google GoSuperSpecial)
Pickup payment can be also made by cash, Visa card, Mastercard, Amex or bank card in store.

  • My order hasn’t arrived within estimated time frame– what can I do?

We are sorry to hear about this! We are here to help. 

If your order has just gone past the delivery estimated time provided by AusPost/courier we would like to suggest you to get in touch with them directly. Please ask their customer service team to share any enquiry details with the sender to make it easier for us to follow it up with you. You can find their contact details below: 

Aramex: https://www.aramex.com.au/tools/track/
Auspost: https://auspost.com.au/mypost/track/search
Allied Express: https://www.alliedexpress.com.au/
CouriersPlease: https://www.couriersplease.com.au/tools-track
Sendle: https://try.sendle.com/en-au/tracking
TNT: https://www.tntexpress.com.au/interaction/trackntrace.aspx

  • The tracking shows delivered, but I haven’t received my order.

This could happen for deliveries to apartment complexes, commercial sites, and larger corporate buildings. Please check with the reception, front desk, and/or mail room or service in the building as soon as possible, as they often receive the order for you.

If you still have not located your order, please get in touch with our team and we will follow this up for you.

  • The delivery estimate time passed more than three days, what can I do?

If it has been more than three days past the delivery estimate time provided by courier, it may be best to get in touch with us so we can  follow this up for you. If you have already contacted the courier service and created an enquiry, please provide us with the reference number so we can work with you to get a faster resolution.

  • Only part of my order has been delivered, where is the rest of it?

Large orders or orders with large items may be split into multiple packages due to OH&S requirements. Although we dispatch multiple packages together in most cases and expected them to be delivered together, due to logistical limitations we cannot guarantee that all articles will be delivered at the same time.
Your tracking information should show the number of packages included in your delivery and provide you with individual tracking status & history for each.
If you still have questions, please feel free to contact our customer service team. 

  • How long does it take for my order to be processed?

Pickup orders with all items in stock are usually picked & ready to be collected within 2 hours of being placed depending on the size of the order and how busy the team at the store are. 

Delivery orders with all items in stock are usually picked & dispatched within 1 to 2 business days.  Christmas and New Year holiday period, it might take longer time as many courier services reduce their collections. 

  • It has been 2 business days and my order has not shipped yet.

We apologies for the delay, we generally only experience shipping delays after busy weekends or during public holidays. Please be patient as our team keeps working hard to make sure your order is shipped as soon as possible. 

  • Do you deliver to PO Box address?

Bulky items which exceed the size limit of PO Box Addresses can not be delivered to a PO Box address. Some items with free postage might exclude PO Box Addresses as the item is priced based on delivery to non-PO Box addresses. If you have a PO Box Address, please contact us to make sure it is deliverable. Please understand the shipping rates are calculated based on weight, cubic and distance. It is not simply shown by the postage paid label or the face value of the stamps.

  • Will courier leave the parcel at our place without signature?

By default, we give couriers authority to leave safe for the delivery in order to minimize the chance of redelivery and the inconvenience for buyers to pick up the item from the depot. If you have any special requirements, please contact us before making the payment. If any item is lost after the delivery, either the seller or the courier company will not be liable for the loss. We would like to recommend keeping an eye on tracking information to receive your parcel safely.

  • My item is damaged in transit

Please send us a detailed description of the damage within 3 business days when you receive the parcel. It would be even better if you can take some photos of the package and the damaged areas as well. We will investigate information sent by you and contact the courier company if necessary. Please keep the item in the package. We will make all efforts to satisfy our valued customers. 100% customer satisfactory is our ultimate goal.

Payments & Pricing

  • Where can I find my invoice?

System will send you an email with the invoice once you have placed order online. You can also email our support team (sales@gosuperspecial.com) for the invoice.

  • What payment options do you offer?

Online: Credit Card  (Visa, Mastercard & Amex), PayPal, Afterpay, Apple Pay, Google Pay, Klama, Direct Deposit and bank transfer
In store: Cash, Credit Card  (Visa, Mastercard & Amex) and bank card

  • Can I split my payment between multiple cards or payment options?

Unfortunately, we do not currently provide this option for online or delivery orders. If you are heading into our store to pickup & pay for your order, then we can split your payment between any of the payment options available in store. 

  • Do you offer price matching or discounts?

We do not have an official price matching policy, however we are always more than happy to take a look at your order to see if we are able to do a better price. Please get in touch with our sales team and they will be able to assist you. 


Products & Availability

  • How can I tell if you have a product in stock?

Our website provides you with the live stock status for pick up, as well as delivery. If  you see the product is selling online, it should be available. However, it will always be good to call us to confirm the product availability before you come to our store.  We check every item before dispatch, in  very rare cases, if we find the last item faulty or damaged, we will let you know. 

  • The product shows Sold Out, can you tell me when it will be back in stock?

Please call or email us to find out more details about next availability.


Technical Support

  • Product is not working

Please send us a detailed description, it would be even better if you can take some photos and short video as well.

We will forward the information to our technician or supplier to investigate.

After that, we will get back to you within the shortest possible time frame with the solution to this situation. We will make all efforts to satisfy our valued customers. 100% customer satisfactory is our ultimate goal.


Returns Policy

  • I Would like to return my product

Sorry, there is no return or refund for change of mind purchases. We do not provide return and refund for wrong choices made.

Exchange may be available depends on the stock availability and you are responsible for the extra charge such as the postage fee incurred. Please note the postage or freight paid cannot be refunded in any way.

For dead on arrival goods, please contact us within seven working days and we will work out the best way to resolve the problem for you. We may, at its option, repair the product or replace the product.

For items not as described online or wrong items received, please contact us immediately and we will work out the best way to resolve the problem for you.

If any parts are missing from the product, please notify us within seven working days after the item is received. We might be able to send the missing parts (depending on the availability) on buyer’s costs when the buyer notifies us more than seven days after the goods received date.

If the item is damaged during transport, please send us a detailed description of the damage within in 3 business days when you receive the parcel. It would be even better if you can take some photos of the package and the damaged areas as well. We will investigate information sent by you and contact the courier company if necessary. Please keep the item in the package. We will make all efforts to satisfy our valued customers. 100% customer satisfactory is our ultimate goal.

If you have concerns or are not satisfied with our goods or services, please email us at sales@gosuperspecial.com or call us on 03 9553 7088 before you give us a neutral or negative feedback. We will make all efforts to satisfy our valued customers. 100% customer satisfactory is our ultimate goal.