Sirens customer care · Updated 3 October 2026
Dispatch, delivery & returns
A clear process for your order, from our Hervey Bay team to your next ocean day.
Dispatch
We aim to dispatch Australian and international orders within 2–5 business days after payment is confirmed. Business days exclude weekends and Queensland public holidays. Dispatch is when your parcel is handed to the carrier; it is separate from delivery time. If an unexpected delay affects your order, we will contact you.
Delivery and shipping charges
Orders are sent from Hervey Bay, Queensland, using Australia Post. Available shipping charges are shown at checkout before you pay. Delivery time depends on the destination and service and may be affected by carrier delays or customs processing. If you need your order by a particular date, contact us before ordering.
For international orders, destination import duties, taxes or clearance charges may apply. These are not included unless checkout expressly says they are. Contact us before ordering if you need help understanding what the checkout charge covers.
Check your delivery details
Please check your address carefully and choose a secure delivery location. If you notice an address error, contact us immediately. We will try to correct it before dispatch but cannot guarantee changes once the parcel has been lodged.
Missing or marked-delivered parcels
If your parcel has not arrived, email sirensdive@gmail.com with your order number. Check the tracking details, mailbox, nominated safe place and anyone who may have accepted it. We will help investigate with the carrier and review the delivery evidence.
A tracking status alone does not settle every missing-parcel claim. Where the evidence shows the parcel was correctly delivered to your address or in accordance with an authority to leave and was subsequently stolen, we do not automatically provide a replacement or refund. We assess the circumstances and any obligations we have under applicable consumer law. This policy does not exclude your legal rights.
We may ask for reasonable information to assist the investigation, such as confirmation of your address, delivery instructions or relevant photographs. Where theft is suspected, reporting it to the police may also help. Any request for evidence will be proportionate and will not be used to remove your legal rights.
Change of mind
Except where required by applicable law, we do not offer refunds or exchanges simply because you change your mind. Please check the colour, lens finish and fit information before ordering, and contact us if you are unsure. This does not affect your rights if a product is faulty, misdescribed or otherwise fails to meet a consumer guarantee.
Faulty, damaged, incorrect or misdescribed products
Contact us with your order number or other proof of purchase and a description of the problem. Photos may help us assess it. We will explain the next steps and provide return instructions if inspection is needed. Original packaging is helpful but is not a condition of a remedy for a faulty product.
Australian Consumer Law provides guarantees that cannot be excluded. A major failure can entitle you to choose a refund or replacement and to compensation for reasonably foreseeable loss or damage. Other failures may entitle you to repair or replacement; further remedies can apply if a problem is not resolved within a reasonable time. Any additional mandatory rights in your country also remain unaffected.
Where a product has a confirmed fault or another issue covered by consumer law, we will meet the reasonable return costs required by law. Please contact us before posting so we can arrange the appropriate return method. We will not charge a restocking fee for a remedy required by law.
Contact
Sirens Dive Masks
Hervey Bay, Queensland, Australia
sirensdive@gmail.com