Why buy from us?
Big Whale Australia source all products locally from authorised Australian distributors. So you can be confident that all items are genuine and authentic. All of our items comes with Australian warranty. We also source all of our packing materials from Australian business to keep the australian business chain flowing.
You can rest assured that we will always pass the savings on to the customer, wherever possible. This means that we offer competitive pricing on all products we carry.
Has my order been shipped out yet?
Please allow 24 - 48 business hours to process your order. As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. Our Warehouse team works around the clock so you could receive the email in the day or the night. If your order is trackable you can check its progress by logging into your account. We use eParcel Australia post delivery with tracking, Couriers Please, Fastway Couriers or Startrack Express.
My Order was confirmed but suddenly an item is out of stock. What happened $%@^^&#%&@!&!??
On the rare occasions an item at our Warehouse may be damaged or missing and we will only find out when we go to pick your order. Although this does not happen often, we will notify you via email with the following options:
Cancel backorder items: We will remove the backorder (BO) items and ship the remaining available products out to you.
- Cancel the entire order: We will cancel the entire order from that warehouse for immediate store credit or a money refund (1-2 days).
- Wait for Incoming Stock: You may choose to wait for the backorder to replenish. We will hold other products in your order, if any, and shipped the order as soon as backorder items are available.
Can I arrange pickup for my order?
Yes! You can select “Delivery” or “Pickup” upon checkout.
For “Pickup”, you can pickup from our stores in Eagle Farm. After you place your order, wait to receive Store Pickup Notification email.
Note: ONLINE ONLY item only available for shipping only. Not available for pickup.
Our pickup address:
Big Whale Australia
12B/300 Cullen Avenue East (GROUND FLOOR)
Driving direction: When you arrived at the complex, please head all the way to the back and make a right turn :)
What should I bring when I get to the store for pickup?
Please bring these items to the store:
Can I cancel my order?
We are very flexible with order cancellation and allow to cancel the order up to the point when you receive and sign for the goods (unopened goods only). However, if we incur costs as result of the cancellation, we will pass these on to you, so please research and choose the products carefully and consider how you pay for your purchase. Also, please note that all cancellations must be done or confirmed by email. The following policies apply on order cancellations where the order is cancelled as a result of the customer changing their mind:
A phone call or an email requesting cancellation of the order does not constitute cancellation of the order. We must confirm all cancellations in writing or by a change of order status on the website. We have this policy to ensure that if an order has been shipped or is preparing to be shipped it is stopped before we confirm the order cancellation.
I would like to return an item
Please email us at email@example.com
DIGITAL DOWNLOAD FAQs
What is digital download?
A digital download is any software, game or add-on which you can purchase and download without a physical copy.
How long is processing times for download software/game?
For digital games, it will be processed within 6 hours (verified Paypal user only). Please note that credit card transaction will take longer as we need to manually confirm each transaction with the issuing Bank due to sensitivity of digital order.
For software download, it will be processed with 24 business hours. We do not process digital software during the weekend as manual authorisation is required for each transactions.
I bought a download, how do i download it?
Once you have bought software/games download from Big Whale, you will be emailed a link/instruction to download your games/ redeem game code / software.
Payment Method We Accept
All credit payments will have no surcharge.
If would like to pay using credit card but do not feel comfortable submitting your card details online you can select to supply your card details via phone after you complete your order. We strongly recommend against emailing your card details. Please contact us promptly after placing your order to ensure no processing delays occur.
Due to increase in fraudulent orders, we may need to verify your order and a valid contact number (home phone preferrred) is required. Big Whale Australia take no responsibility for any delays due to inaccurate email addresses or contact number received.
BIG WHALE or BIG WHALE AUSTRALIA BOWEN HILLS QLD will appear on your credit card statement for orders placed with us.
If you select direct deposit during the payment step of the checkout we will include our bank details in your order confirmation email. Please process payment after placing your order to expedite processing, funds must clear before your order is despatched. Payment typically clears next business day when paying from a non-ANZ account and at times same day when using ANZ Bank.
No Surcharge on Paypal
What is PayPal
PayPal is an online service that enables you to pay, send money, and accept payments without revealing your financial information. PayPal is linked to your bank account or credit card.
To pay for your order using PayPal you will need a verified PayPal account. Verified Paypal users can pay using the PayPal Express Checkout.
Due to increase in fraudulent orders Big Whale Australia only accepts payment from verified PayPal accounts. This protects both us and you, in cases where your PayPal details are stolen and used with us.
Your payment clears when your order is completed online and your shipping details will be obtained from PayPal.
If you pay by "Echeque" they can take from 4 to 10 days to be processed and we do not ship until the payment is cleared by Paypal.
Earning Rewards point
Simply shop online at www.bigwhale.com.au, earn points and save on your future purchases. Every $1 you spend you will receive 1 bigwhale points. Points will be rewarded when the order is fulfilled.
Here are some examples of how you can earn Big Whale points:
- Account registration
- Making a purchase
- Referral program
- Like us on Facebook and instagram
Please note that membership points is non-transferable
Reward point expiration
Once you have earned your Big Whale points they are yours to keep forever. That’s right, Big Whale points never expire! Your points are yours forever, they don’t expire until you use them.
How do i know how many points i have?
Log onto your online customer account to check your points. You can also contact us at firstname.lastname@example.org or speak to one of our member at 07 - 3124 7267