HOW CAN WE HELP?
We’ve compiled a list of our most commonly asked questions to give you an answer faster. If there’s anything you can’t find here, you can contact us and we’ll get you sorted!
Where do you ship to?
We ship Australia wide. If you want to ask more specific questions, please reach out to our live chat support team and they will be able to assist your further.
How long will my order take?
Our dispatch team aims to have your order dispatched within 24 - 48 hours of your initial purchase. Shipping times do vary depending on location, however we estimate between 4 to 12 business days anywhere in Australia if standard shipping selected at checkout.
Do they pass through customs?
No, domestic items are not scanned by customs. They arrive anywhere without issue. If you purchase a gel blaster overseas, you are very likely to have your item seized as you can not import blasters into Australia without the correct permits. You will not be compensated for the loss from the seizure.
Where do you ship from?
All orders are dispatch from the Gold Coast. Our items are never shipped from outside Australia to ensure you get your item fast and without hassle.
What do I do if my order goes missing?
Please reach out to our support staff who will be able to assist you in finding a speedy resolution.
Can I pick up my order?
Yes, you are able to pick up your order from our Southport store. Please allow up to 24 hours for you order to be prepared. If you are in a rush please call our store to alert our staff.
How do I track my order?
Once your order has been dispatched, you will receive an email or text containing a link to your tracking information. Please be patient with your tracking as couriers are delayed due to Coronavirus.
RETURNS AND EXCHANGES
Can I change my order after it has been placed?
Unfortunately we are unable to guarantee your change if you decide to swap an item. This is due to the speed that our dispatch team operates. Once your item is sent, we are unable to change anything on the order.
How do I ship my order back to you?
This depends on if your item is within warranty or not.
- For warranty items we ask you reach out to our support team via email. They will be able to assist you further and arrange return.
- For non-warranty items we ask that you insert a note inside your blaster explaining your reasoning for sending the item. Please ensure that you have spoken to a GBU support team member as we do not work on or repair any item that without correspondence.
Do I have a warranty on my items?
Yes, you do have a warranty. Gel Ball Undercover does not aim to exclude anyone from the Australian Consumer Law.
Do you need a license?
No, no license is needed! Gel blasters were classified as toys as of December 2017 and Gel Ball Undercover imports all blasters with legally acquired importation permits.
Can I modify my own blaster?
Yes, you can. However please note that modifying your blaster at home will void any warranties.
Can GBU modify my blaster?
Yes, we do offer in house, high-end modification options. Please reach out to our live chat team or send us an email and we will be able to arrange a quote for your blaster.
Are gel balls toxic?
Gel balls are non-toxic. We do not recommend any form of ingestion as they are designed to hold liquid and could cause injury if ingested in excess.
How do you hydrate the gels?
This is quite simple, follow these steps
1. Pour 10,000 gels (1 packet) into a 4L bucket/bottle.
2. Fill bucket/bottle with a minimum of 3L of water.
3. Leave to hydrate for 4 hours.
4. Drain water after 4 hours and keep in a sealed container until you are ready to use them.
What are the hardest gel balls?
We recommend the Alpha King Gels. You will find this in the Gel Balls tab in the menu.