At Dive Roam, we’re committed to getting your diving gear to you efficiently and ensuring you’re completely satisfied with every purchase. Whether you’re gearing up for your next underwater adventure or need to make a return, we’ve got you covered.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
Standard Shipping (A$12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after dispatch
- Includes tracking and insurance
Free Shipping:
- Available for orders over A$50
- Carrier: EMS
- Delivery time: 15-25 business days after dispatch
Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain remote areas and parts of Asia.
Accepted Payment Methods
We accept: Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Returns & Exchanges
We want you to be as confident in your gear purchases as you are in your dive skills. If you’re not completely satisfied, our straightforward returns process makes it easy.
Our Return Policy
You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible:
- Items must be unused, in original condition, and in their original packaging
- All tags and protective coverings must be intact
- Proof of purchase is required
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
- Drysuit Undergarments (worn next to skin)
- Boots & Socks
- Opened or used diving computers
- Any custom or personalized diving gear
How to Initiate a Return or Exchange
Follow these simple steps:
- Contact us within 15 days of receiving your order by emailing [email protected] with your order number and return details
- Wait for approval – Our team will review your request and provide return instructions within 1-2 business days
- Package your item securely in its original packaging with all accessories and documentation
- Ship your return to our address (provided in your approval email) using a trackable shipping service
Return Shipping
You are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective item, etc.). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.
Refund Processing
Once your return is received and inspected (typically within 3-5 business days of arrival), we’ll process your refund or exchange:
- Refunds will be issued to your original payment method
- Credit card refunds typically appear within 5-10 business days, depending on your bank
- PayPal refunds are usually processed within 24 hours
- Exchanges will be shipped once the returned item is received and approved
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and cover return shipping costs.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Dive Roam Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Details of item(s) to be returned:
- Product Name:
- Reason for return:
- Preferred resolution: (Refund/Exchange for [specific item if exchanging])
Please advise on next steps.
Best regards,
[Your Full Name]
[Your Contact Information]
Questions?
Our customer service team is ready to help with any questions about shipping, returns or exchanges. Contact us at [email protected] or call us during business hours (9am-5pm AEST, Monday-Friday).
Thank you for choosing Dive Roam for your diving adventures. We’re committed to ensuring you’re completely satisfied with your gear so you can focus on what really matters – exploring the underwater world with confidence.
Dive Roam
83 Boland Drive, EMPIRE VALE, AU 2478