Shipping and Returns
- Orders below $99.00 = freight is $9.95 (including GST Australia wide)
- Orders $99 and over = Freight is FREE (including GST Australia wide) (except bulky orders)
- Bulky orders = freight is $29.95 (inc GST Australia wide). Examples: tyres, gear bags, ramps, large exhausts, bulk orders of many many items.
Information is provided on each product page if the item has a freight charge)
Harley-Heaven uses various freight providers depending on your location but most orders are sent via Australia Post.
We send most orders via Registered Post but can sometimes send Express post upon request. Please contact us if you would like to know shipping times and postage upgrade costs.
All orders require a signature upon delivery. If no-one is in attendance at time of delivery, the order will be diverted to the closest Australia Post outlet, or relevant courier depot.
WE DO NOT ALLOW PACKAGES TO BE LEFT UNATTENDED OR WITHOUT A SIGNATURE.
If paying with Paypal, we will only send to the address lodged with Paypal.
We despatch web orders Monday through to Friday; we will make every effort to despatch your order within 2 working days whenever possible.
We can't ship or process orders on weekends or public holidays.
All orders are despatched out of Melbourne, and individual products may be sourced from any of our 8 stores, or 2 warehouses.
Shipping times may be extended by 3-5 working days depending on the location of your ordered item.
Australian External Territories are treated by the postal service as Overseas Orders (even though they're still Australia), and will have a freight charge applied equal to our freight cost to pack and send the item (including Christmas Island and Cocos (Keeling) Islands).
In some instances your request to order may be declined where a prompt freight service cannot be offered - if this happens, any payments made will be refunded in full.
Due to the time frame for freight deliveries to these locations, no missing orders to External Territories will be considered by Harley-Heaven or the relevant shipping company before a minimum of 3 months from shipping date.
When you see the "FREE SHIPPING AUSTRALIA" image on a product page, there will be no freight charge for regular road post items. If you request an Express Post or air freight upgrade this will attract a fee equal to the increase in our postage cost.
This is applicable for all Australian customers (except for External Territories).
We regret that no Genuine Harley-Davidson parts, accessories or merchandise can be sent internationally.
Order hasn't arrived?
If you have placed an order on our website you should have received a Tax Invoice via email to the email address you provided. On the Tax Invoice you will find the shipping consignment number listed on the invoice along with the freight providers name.
Please contact the freight providers directly with your consignment number for assistance with tracking your order.
The stock quantities displayed on this website are the combined stock of several stores.
Online stock quantities are updated throughout the day, however in some situations stock may have sold out in store without removing availability online.
We reserve the right to decline an order based on lack of stock availability, but we will always get in contact with you!
If you see an item on our site and would like to come in store and try it on please call the store first to confirm they have stock in your size.
Not all of our stores stock all sizes.
Our store locations and contact details can be found here: STORE CONTACT
Please quote the "SKU" number displayed on each product page when enquiring about stock.
Exchange and Returns Policy
Need a different size? We will accept exchanges up to 30 days!*
*The item must be in the condition sold to you, un-used and with tags attached (where applicable). Item for exchange must be brand new, never-installed/used, and with full undamaged packaging. Special ordered items, spare parts, and/or electronics, cannot be returned unless faulty or not-as-described (no return due to change of mind or wrong fitment).
Any return postage is at the customer's expense. We recommend registered post or our tracked flat-rate return postage voucher
to ensure certified delivery. Upon receipt, store credit to the full value of the returned items will be given.
Electronics, hard parts, special-orders, cannot be returned due to change of mind or wrong fitment.
Any return postage is at the customer's expense. We recommend registered post to ensure certified delivery.
If we have sent you the incorrect or faulty goods we will cover the cost of freight return and re-sending the correct goods to you.
If we agree to cover the cost of return post for a faulty/incorrect item, an Australia Post Pre Paid return label will be sent to the email address used in the initial order.
Once you have received the Return Post label from us, print out the label, stick it to the top of the box you are returning to us and drop the box at your nearest Australia Post Office. Australia Post will look after the rest from there.
This Exchange policy is only applicable for Australian mainland and major island customers;
for international or customers in Australian External Territories (e.g. Cocos/Keeling Islands, Christmas Island, etc) exchange return and re-send will be wholly at the customers cost.
If you have any questions regarding these terms please call us on (03) 8340 9495.