FAQ
Frequently Asked Questions (FAQ)
Welcome to the Same Side FAQ page. We've answered some of the most common questions about ordering, shipping, returns, and customer support. If you can't find the information you're looking for, our team is always happy to help.
1. How long does delivery take?
Orders are typically delivered within the following timeframes:
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Order Processing: 1–2 business days
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Shipping Time: 6–8 business days
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Estimated Total Delivery: 7–10 business days
Delivery estimates may vary depending on your location. For additional information, please refer to our Shipping Policy.
2. Is shipping free?
Yes. We provide free standard shipping on all orders within our eligible shipping destinations.
For more information about shipping coverage and delivery, please see our Shipping Policy.
3. Where is Same Side based?
Same Side is an Australian-owned online retailer headquartered in Queensland. Although we operate online, we currently ship our products throughout the United States.
4. What should I do if my item arrives damaged or faulty?
If your order arrives damaged, defective, or not functioning as expected, please contact us within 30 days of delivery.
Once we've reviewed your request, we'll arrange a replacement at no additional cost where applicable. More details can be found in our Refund & Return Policy.
5. Can I cancel an order after purchasing?
Yes. Orders may be cancelled within 24 hours of being placed.
To request a cancellation, please contact our support team as soon as possible before your order enters processing.
6. What is your return policy?
We aim to make returns simple and straightforward.
Complete information regarding eligibility, return requirements, and refund procedures is available in our Refund & Return Policy.
7. When will my refund be processed?
After we receive and inspect your returned item, we'll begin processing your refund.
Refunds are typically issued to your original payment method within 7 business days, although your bank or payment provider may take additional time to complete the transaction.
8. Do your products include a warranty?
Yes. All eligible purchases are covered by our 30-day warranty against manufacturing defects.
Please refer to our Refund & Return Policy for warranty terms and conditions.
9. How can I get in touch with customer support?
Our customer support team can be contacted through our Contact Us page or by emailing:
We aim to respond to all enquiries within 1–2 business days.
10. Do you ship outside the United States?
Yes. We currently offer worldwide shipping to most countries.
Shipping availability may vary depending on destination.
11. Do you operate a retail store?
No. Same Side is an online-only business.
Operating exclusively online allows us to keep our prices competitive while offering a broader range of products.
12. Can I order products in bulk?
Absolutely. We welcome bulk and wholesale enquiries.
Please contact our support team to discuss pricing, availability, and customised ordering options.
13. How do exchanges work?
If you need to exchange an item, please follow the instructions outlined in our Refund & Return Policy.
Our support team can also assist you throughout the exchange process if needed.
14. How do I track my shipment?
Once your order has been dispatched, you'll receive a confirmation email containing your tracking number and tracking link.
You can also track your order at:
[Track Order Page URL]
Contact Information
Business Name: Same Side
Business Address: Unit 2 / 10 Garnet Street, Cooroy QLD, Australia
Email: support@sameside.store
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (AEST)
Typical Response Time: Within 1–2 business days.