FAQ

Highmark Cricket offers reliable delivery options through our trusted carriers. The cost of delivery is based upon the volumetric weight of the items and the specified shipping destination and the Shipping Cost is calculated and charged at check out.

Please note that some products are bulky (e.g. batting pads, kit bags) and there can be a significant difference between the actual weight and the volumetric weight. All courier companies base their cost on the higher of the actual weight or the volumetric weight.

We use shippit for booking and managing majority of our deliveries. Through shippit, we get access to courier companies like Aramex (previously Fastway), Couriers Please, TNT, Road Express, etc. All the courier companies we have selected have high performance score (>97%).

We use Australia Post for some deliveries to regional towns and/or PO Boxes.

Orders are typically dispatched within 1 working day and delivered within 3 to 10 working days. If your order includes Bat preparation (e.g. Oiling & Knocking) it may take an additional 3-5 working days to complete the preparation before it is dispatched.

We email you a Tracking Number when the order is booked for courier pick up from our warehouse in Melbourne. You can use the Tracking Number to check your order status.

NOTE:

• Dispatch time may increase slightly during peak time like Christmas/Boxing Day, Black Friday Cyber Monday, etc. We will inform you if the dispatch is expected to be delayed.
• Delivery to regional towns may take longer than 10 working days.
• Deliveries may also be impacted by extraordinary events like COVID-19, floods, bush fires, etc.

Apologies for the delay you experienced in receiving your package. Due to COVID-19 and increased parcel volumes, unfortunately, all carriers are experiencing delays in transit and support times.

Our delivery partners have asked that we allow an additional 2-3 business days past the expected delivery date before lodging an investigation. Unfortunately, raising a support ticket within the first 2 business days of the delay often does not provide any meaningful information from the delivery partners.

Apologies for the delay you experienced in receiving your package. Due to the COVID-19 and increased parcel volumes, unfortunately, all carriers are experiencing delays in transit and support times. We will open an investigation with our delivery partners which can take 5 business days. The investigation includes driver's van search and a depot search amongst other steps.

During this process, we will keep you updated on the progress every 1-2 business days. We can only process a refund or a replacement request once our delivery partners have completed the investigation and advise us of the final outcome. We appreciate this can be frustrating but the delay is beyond our control.

We CANNOT guarantee the performance of any cricket bat and do not accept any claim for exchange or refund for any perceived lack of performance.

Cricket Bats are hand crafted and made from natural willow and each bat is unique. We cannot test the performance of each bat and even if we could, performance is subjective. What might be good performance for us, might not be good for you and vice versa. The only thing we guarantee is that the bats are genuine.

We take utmost care during the bat preparation process but minor cracks and damage can occur during knocking in.

The performance of a cricket bat also depends on the player's skill level.

We are happy to provide you photos or any other information about the bat you are considering buying. Please feel free to contact us before finalising your purchase.

Highmark Cricket delivers all the products through a selection of trusted carriers and ensures that the products are carefully packed to prevent any damage during transportation. However, if you receive a damaged product kindly get in touch with us immediately.

Email us at support@highmarkcricket.com.au and we will try our best to resolve the problem as soon as possible.

Bat Services (Oiling & Knocking, Extratec Sheet, Toe Guard, etc) are considered as wear and tear items and are not covered under warranty.

Previous payment for these services will not be refunded or these services will not be added to the replacement bat as a complimentary service.

The customer is responsible for return shipping cost.

We request the customers to pack the goods properly so that they are not damaged in transit and hold on to the tracking details.

It is the responsibility of the customer to ensure that the returned products reach our warehouse safely.

Highmark Cricket tries to make shopping experience as smooth and convenient as possible for the customers.

Therefore, we provide the option to place an order over phone as well. Simply call us on 1300 446 275 and our friendly team members will take your order.

To protect our Customers from any potential fraud, we do not accept payment over the phone. Once our we have entered your order, we will send you an invoice by email for you to make payment for your order.

Highmark Cricket always seeks to develop long term partnership with academies and training centers that groom the budding talents in the realm of sports.

In an endeavor to contribute towards the development of future sports stars we try to promote our products to all levels. If you are looking to order equipment or accessories for your training camp or academy, please contact us via email at support@highmarkcricket.com.au

All sales are final. Please make sure you double check the order before finalising it.

In the event we agree to cancel the order, a cancellation fee will apply to cover our transactional fees like online ordering system, payment processing fee, etc. The fee charged is $10 or 5% of the order value, whichever is greater.

Highmark Cricket is proud to stock a large range of Cricket and Sporting Gear.

We started off with a range of sub-continental brands like SS, TON, MRF, CA, CEAT, Spartan, HRS and BDM.

As we continue to grow and are getting recognized for our customer service and prices, we have expanded our range to include Kookaburra, Gunn & Moore (GM) and Shrey.

We have and will continue to review and expand our range so that we become a premier choice for cricketers all over Australia.

We have sold a lot of English Willow Bats and sometimes have personal opinion about the willow quality and grade but by no means, we consider ourselves English Willow experts.

The grading of the willow is as per the information provided by the manufacturers / suppliers.