FAQ

FAQ 

 

1. What types of goggles do you sell?

What quality and lens coatings do Shore Goggles use?

Shore Goggles lenses are manufactured using high-quality optical-grade materials designed to provide clear and consistent vision in riding and racing environments.

All lenses feature:
• Anti-fog coating to help reduce fogging in varying conditions
• Scratch-resistant coating to support durability during regular use
• UV protection to help reduce exposure to UV light during outdoor riding

Each pair of goggles is carefully hand assembled and quality-checked to ensure lens clarity, comfort, and reliable performance before dispatch.

What sizes do Shore Goggles come in?

Shore Goggles are available in two sizes:

Small
Designed for a narrower facial profile or a more secure, close fit.

Large
Designed for a standard to broader facial profile.

What lens colours are available?

Shore Goggles are available in the following lens options:

• Gold Mirror
• Blue Mirror
• Silver Mirror
• Grey
• Yellow
• Clear

Each lens colour is designed to suit different lighting and track conditions. Availability may vary by style and stock levels.

2. What is your Return Policy?

Change of Mind Returns

We accept change of mind returns within 14 days of delivery.

To be eligible for a change of mind return, items must:

• Be unused, unworn, and in original condition
• Be returned in original packaging
• Not be damaged, altered, or marked
• Include all accessories and components originally supplied

Change of mind returns will not be accepted if these conditions are not met.

Customers are responsible for return shipping costs for change of mind returns. Original shipping costs are non-refundable.

How to Request a Return

To request a return, please contact us at contact@shoreoptical.com.au within 14 days of receiving your order.

Please include:
• Your order number
• Reason for return
• Photos where relevant

Returns sent without prior approval may not be accepted.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery.

Where an item is deemed faulty or does not match its description, Shore Goggles will offer, in accordance with Australian Consumer Law:

• A replacement
• A repair
• Or a refund

Return shipping costs for faulty or incorrect items will be covered by Shore Goggles where applicable.

Items Not Eligible for Return

The following items are not eligible for return unless faulty:

• Items showing signs of use
• Items damaged due to misuse or improper handling
• Items returned outside the return time frame
• Items without original packaging or accessories

Assessment of Returned Items

All returned items are inspected upon receipt.

If a returned item does not meet the return eligibility criteria, the return may be declined and the item returned to the customer at their expense.

Refunds

Once a return is approved and received, refunds will be processed within 5–10 business days.

Refunds will be issued to the original payment method used at checkout.

Please note:
• Banks and payment providers may take additional time to process and display refunded funds
• Shore Goggles is not responsible for delays caused by third-party payment providers

Exchanges

Exchanges are subject to product availability.

If you wish to exchange an item, please contact us prior to returning your order so we can confirm availability and process the exchange accordingly.

Sale Items

Unless required by Australian Consumer Law, sale or discounted items are not eligible for refunds for change of mind.

Australian Consumer Law

This policy operates in addition to your rights under Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantees provided by law. Where a product has a major failure, customers are entitled to a replacement or refund as required under applicable legislation.

Return Address

Return instructions and address details will be provided once your return request has been approved.

Contact Information

For all returns and refunds enquiries, please contact:

3. What is your Shipping Policy?

Order Processing & Dispatch

All orders are processed within 1–3 business days after payment has been successfully received, excluding weekends and public holidays.

Orders placed after business hours, on weekends, or during public holidays will be processed on the next business day.

During periods of high demand, promotional campaigns, product launches, or unforeseen operational delays, processing times may be extended. Where possible, customers will be notified of any significant delays via email.

Shipping Destinations

Shore Goggles currently ships to:

• Australia
• New Zealand
• Selected international destinations

If your country is not available at checkout, please contact us prior to placing an order to confirm shipping availability.

We reserve the right to decline shipping to certain regions due to logistical, carrier, or regulatory limitations.

Australian Shipping

Standard Shipping
Estimated delivery time-frame: 2–7 business days after dispatch.

Express Shipping
Estimated delivery time-frame: 1–3 business days after dispatch.

Delivery time frames are estimates only and commence once the order has been dispatched. Actual delivery times may vary depending on location, carrier performance, weather conditions, and other factors outside our control.

International Shipping

Estimated delivery time frame: 7–21 business days after dispatch, depending on destination and carrier.

International orders may be subject to:

• Customs inspections
• Import duties
• Taxes
• Brokerage or clearance fees

These charges are determined by the destination country’s authorities and are the sole responsibility of the customer. Shore Goggles does not collect or control these fees and is not responsible for delays caused by customs clearance processes.

Shipping Costs

Shipping costs are calculated at checkout based on:

• Delivery destination
• Package weight and size
• Selected shipping method

Any free shipping offers or promotions will be clearly stated on the website at the time of purchase and may be subject to specific terms and conditions.

Order Tracking

Once an order has been dispatched, customers will receive a shipping confirmation email with tracking information where available.

Tracking updates may take up to 24 hours to become active after dispatch.

Incorrect or Incomplete Shipping Details

Customers are responsible for ensuring all shipping information provided at checkout is accurate and complete.

Shore Goggles is not responsible for orders that are delayed, misdelivered, or returned due to incorrect or incomplete address details.

If an order is returned to us due to an address error, additional shipping fees may apply to resend the order.

Authority to Leave & Delivery Responsibility

Where applicable, shipments may be delivered with authority to leave at the delivery address.

Once a parcel has been marked as delivered by the carrier, responsibility for the order transfers to the customer. Shore Goggles is not liable for loss, theft, or damage occurring after delivery has been confirmed by the carrier.

Lost, Delayed, or Damaged Parcels

Shore Goggles is not responsible for shipping delays caused by carriers, weather events, industrial action, customs processing, or other circumstances beyond our control.

If a parcel is confirmed as lost in transit, we will assist the customer in lodging an investigation with the carrier. Any replacement or refund will be assessed on a case-by-case basis in accordance with carrier outcomes and applicable consumer laws.

Multiple Shipments

In some cases, orders containing multiple items may be shipped in separate packages. Customers will be notified if this occurs.

Changes to This Policy

Shore Goggles reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes will take effect immediately upon being published on the website.

4. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details (where available).

Tracking information may take up to 24 hours to become active after your order has been shipped.

You can use the tracking link provided in the email to follow the progress of your delivery through the carrier’s website.

If you have not received your tracking email, please check your junk or spam folder. If you still cannot locate it, contact us at contact@shoreoptical.com.au and include your order number so we can assist you.

5. How can I contact customer support?

If you have any questions about our products, orders, shipping, or returns, you can contact us via email at contact@shoreoptical.com.au

We aim to respond to all enquiries within 1–2 business days.

For order-related enquiries, please include your order number in your message so we can assist you as quickly as possible.

6. What is your refund policy?

Overview

Shore Optical Pty Ltd is committed to providing high-quality products and clear, fair refund processes. This Refund Policy outlines when refunds are available and how they are handled.

This policy operates in accordance with Australian Consumer Law and does not exclude or limit any rights customers may have under applicable legislation.

Change of Mind Refunds

We accept refunds for change of mind within 14 days of delivery, subject to the conditions below.

To be eligible for a change of mind refund, items must:

• Be unused, unworn, and in original condition
• Be returned in original packaging
• Include all accessories, components, and tags
• Not show signs of wear, damage, or alteration

Change of mind refunds do not include original shipping costs.

Customers are responsible for return shipping costs for change of mind refunds.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact us within 7 days of delivery.

Where a product is deemed faulty or does not meet acceptable quality standards, Shore Goggles will provide a remedy in accordance with Australian Consumer Law, which may include:

• A replacement
• A repair
• Or a refund

Return shipping costs for faulty or incorrect items will be covered by Shore Goggles where applicable.

Items Not Eligible for Refund

Refunds will not be provided for:

• Items returned outside the stated time frames
• Items that have been used, worn, damaged, or altered
• Items missing original packaging or components
• Sale or discounted items for change of mind (unless required by law)

Refund Process

To request a refund, please contact contact@shoreoptical.com.au and include:

• Your order number
• Reason for the refund request
• Photos where relevant

Refund requests must be approved before items are returned. Items sent back without prior approval may not be accepted.

Assessment of Returned Items

All returned items are inspected upon receipt.

If an item does not meet the refund eligibility criteria, the refund may be declined and the item returned to the customer at their expense.

Refund Time frames

Once a refund is approved and the returned item has been received and inspected, refunds will be processed within 5–10 business days.

Refunds will be issued to the original payment method used at checkout.

Please note:
• Banks and payment providers may take additional time to process and display refunded funds
• Shore Goggles is not responsible for delays caused by third-party payment providers

Partial Refunds

In some cases, partial refunds may be issued where items show signs of handling or damage that does not meet return conditions.

Australian Consumer Law

Under Australian Consumer Law, customers are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

Nothing in this Refund Policy excludes, restricts, or modifies consumer guarantees provided by law.

Changes to This Policy

Shore Optical Pty Ltd reserves the right to update or modify this Refund Policy at any time. Any changes will take effect immediately once published on our website.

Contact Information

For all refund-related enquiries, please contact:

Shore Optical Pty Ltd
Email: contact@shoreoptical.com.au

7. Do You Offer Customization?

Absolutely! 

We offer custom straps that can feature your logo but chat to us about more options about what is available. 

Please note the minimum order is 10 goggles of any colour mix to have this option. 

To learn more email us at contact@shoreoptical.com.au