Refund policy
We want every Wild Explorers adventure to arrive ready to be explored. If something isn’t right with your order, please contact us and we’ll be happy to help.
Change of mind & cancellations
Orders may be cancelled for change of mind within 24 hours of purchase, provided preparation or packing of your order has not already begun.
Once an order has entered preparation or packing, it can no longer be cancelled for change of mind.
Due to the nature of Wild Explorers adventures, including puzzles, clues and answers contained within each edition, we do not accept returns or provide refunds or exchanges for change of mind once an order has been prepared or dispatched.
3-Month & 6-Month Explorer Passes
Explorer Passes are prepaid multi-month purchases offered at a discounted price. By purchasing an Explorer Pass, you are purchasing all of the editions included in that pass, which are then delivered monthly.
The initial Explorer Pass purchase may be cancelled under the cancellation conditions above.
Once an Explorer Pass has commenced, cancellations or refunds are not available for change of mind, including if an explorer no longer wishes to continue the adventures.
Explorer Passes do not automatically renew.
Damaged orders
Please inspect your Wild Explorers adventure when it arrives. If any of the contents are damaged, contact us with your order number and a photo showing the damage so we can assess the issue and make it right.
Where appropriate, damaged components will be replaced rather than requiring the entire adventure to be returned.
Wild Explorers adventures are sent inside a protective outer mailing bag. Occasionally the outer bag may receive a small mark, hole or tear during postage. Damage to the outer protective packaging alone is not considered damage to the product where the Wild Explorers contents remain undamaged.
Missing or incorrect items
Every adventure is carefully packed, but mistakes can happen.
If an item is missing or you’ve received an incorrect item, please contact us with your order number and details of the issue. We’ll arrange for the missing or correct item to be sent to you at no additional cost.
Lost or delayed mail
Wild Explorers adventures are sent via Australia Post Large Letter and do not include tracking.
Please allow the expected Australia Post delivery timeframe plus reasonable additional time for postal delays.
If your adventure has not arrived after a reasonable delivery period, please contact us with your order number. If your adventure is considered lost in transit, we will arrange a replacement rather than a refund, where appropriate and subject to your rights under Australian Consumer Law.
Incorrect or changed delivery addresses
Please carefully check your delivery address when placing your order.
Address changes must be requested at least 48 hours before your scheduled dispatch date. We cannot guarantee that address changes requested after this time can be made.
If an incorrect address was supplied and your adventure has already been dispatched, any replacement and additional postage costs may be the customer’s responsibility.
Australian Consumer Law
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded. If a product has a problem covered by these guarantees, you may be entitled to a repair, replacement or refund depending on the circumstances.
Contact us
If you have a question or there’s a problem with your order, please contact: