FAQs
How are your batteries sustainably sourced?
All of the lithium-ion battery cells we use to manufacture each of our fast charging powerbanks and lightweight hobby battery packs are sourced via the EcoSig recycling initiative. This means each and every battery is thoroughly tested to make sure that its capacity is true and power rating is legitimate, it also means buying one of our products helps protect the environment!
How can I contact CasuallyLoaded®?
To get in touch with our customer support and sales team please do not hesitate to contact us by email: saleteam@casuallyloaded.com
Do you ship worldwide?
Yes we do, although the shipping price and time for certain regions will vary and is subject to change.
Where do you ship from?
All our products ship from Toowoomba in Queensland, Australia.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 3 hours of ordering. All requests after this time may be denied. That said we will do our best to accomodate you, in the event you accidentally make an incorrect purchase.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) After Pay, Google Pay, Apple Pay and PayPal.
When will my order be processed?
We aim to process every order we receive within 24 hours of it being placed 7 days a week. However our shipping carriers update their tracking information at their own discretion.
How long will it take to receive my order?
Orders usually take between 1-2 weeks to arrive. This changes to 1-4 weeks during the Christmas, Black-Friday and other busy periods.
What if I don't receive my order?
If you don't receive your order within 30 days of it being shipped, please contact us and we will get in touch with the shipping carrier on your behalf.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Australian Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
For all returns please contact us by email at: saleteam@casuallyloaded.com within 30 days of receiving your order. Please see our refund policy before emailing.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received a product that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.