Help Centre
Answers to common questions about delivery, tracking, pre-orders, returns, Shop Pay, knife ID checks and discounts, all in one place.
Frequently asked questions
How long will my order take?
In-stock orders are packed within 2 business days. Express delivery then takes 2–4 business days to metro areas and Standard 5–7 business days. Supplier Direct items take 8–12 business days, and pre-orders ship once stock arrives. Full delivery details.
How do I track my order?
Your shipping confirmation email includes a tracking link, and you can also see your orders by signing in to your account. Step-by-step tracking help.
What does Supplier Direct mean?
Supplier Direct items ship straight from our trusted supplier warehouse network instead of our own shelves. They are labelled on the product page, usually arrive within 8–12 business days and may arrive separately to the rest of your order.
How do pre-orders work?
Pre-order items show a red Pre-order badge. They ship once stock arrives, which can be anywhere from about 1 week to 8+ weeks depending on where the stock is in production and shipping. You can cancel within 24 hours of ordering. Pre-Order Terms & Conditions.
Can I pay in instalments?
Yes. Choose Shop Pay at checkout to split your order into 4 interest-free payments. Eligibility and a minimum order value apply.
Why do I need ID to buy a knife?
Blade products are 18+ only, so every blade order has a quick photo ID check before it ships. How ID verification works.
My item arrived damaged or faulty. What now?
Contact us with your order number and photos and we will sort out the right remedy under the Australian Consumer Law. Returns & warranty help.
Can I return something if I change my mind?
We don't offer change-of-mind returns, so please check details before ordering and ask us if you are unsure. This never affects your rights for faulty or incorrect items.
Do you have any discounts?
Get 10% off your first order when you join our email list, save 10% on 5+ items with the Kit Builder, and eligible emergency services and defence personnel get 15% off for life. Charities and NGOs can access organisation pricing.
How do I contact you?
Email service@preppro.com.au or use the form below. We reply within 24–48 hours on business days, Monday to Friday, 9am–5pm AWST (Perth time).