Creature Head High Hoodie Black

Last updated: 9 October 2026

We ship Australia wide from our store in Cairns, Queensland.

Free shipping over $150

Free standard shipping on orders over $150 for skateboards, decks, parts, wheels, protection, helmets and roller and inline skates, Australia wide.

Not included in free shipping: push scooters, longboards, full face helmets, limited releases, Express Post, and complete skateboards sent to WA, NT or TAS. These are charged at the rate shown at checkout. Electric scooters and e-bikes are freight quoted (see below).

Shipping costs

On orders under $150, shipping is calculated at checkout based on what you order and where it's going. You'll see the exact cost before you pay.

Express Post is available on small items and protection that ship from our Cairns store.

Dispatch times

• In stock items: order before 12pm (Cairns time) on a business day and it's usually dispatched the same day. All in stock orders are dispatched within 1 business day. Orders placed on weekends or public holidays go out the next business day.
• Roller and inline skates shipped from our Australian supplier: dispatched within 2 to 3 business days direct from our supplier's warehouse. If your order also includes items from our Cairns store, they may arrive in separate parcels.
• Special orders and electric bikes: we'll confirm the expected arrival date when you order.

You'll get an email with tracking as soon as your order ships. Christmas and other peak periods can add a day or two to delivery times.

Delivery times

Orders from our Cairns store ship with Australia Post and usually reach capital cities within 3 to 7 business days of dispatch. Orders from our supplier ship with a tracked courier. Regional and remote areas can take longer.

Electric scooters and electric bikes

• In Cairns: free pickup from our store. Every pickup is assembled, quality checked and ready to ride.
• Outside Cairns: we can freight electric scooters and electric bikes Australia wide. Because of their size, weight and lithium batteries, freight is quoted for each order. We'll contact you with an accurate quote, and your order is dispatched once the freight has been paid. If you decide not to go ahead after seeing the quote, we'll refund your order in full. Freighted orders are quality checked before dispatch and packed securely for transport.
• Delivery address for freight: our freight carriers can't deliver electric scooters or electric bikes to residential addresses. Freight goes to a business address or to your nearest carrier depot for you to collect.
• Prefer your own carrier? You're welcome to arrange your own freight. Choose Store Pickup at checkout and put your carrier's name in the order note. We'll have your order packed and ready for your carrier to collect from our Cairns store. Please check your carrier can transport lithium batteries.

Want a quote before you order? Email us the model, your suburb and postcode, and the business address or carrier depot you'd like it sent to.

Replacement scooter and e-bike batteries are classed as dangerous goods for transport. Please contact us before ordering one so we can confirm delivery options for your address.

Weipa, Cape York and the Torres Strait

We send orders to Weipa, Cape York and the Torres Strait islands regularly. Choose Store Pickup at checkout, add an order note in your cart telling us which option you'd like, and we'll take care of the rest.

• Your own freight company or forwarder: put your carrier's name in the order note. We'll pack your order ready for transport and your carrier can collect it from our Cairns store.
• Free drop off to Sea Swift: write "Sea Swift" in the order note and we'll deliver your order to the Sea Swift depot in Cairns at no charge. You can pay Sea Swift for the freight directly, or ask us for a Sea Swift quote and we'll add it to your order.

Electric scooters, electric bikes and lithium batteries are dangerous goods for sea and air freight. Please check with us before ordering so we can confirm they can travel with your carrier.

Click and collect

Choose Store Pickup at checkout and collect from 88-90 Mulgrave Road, Cairns. We'll email you when your order is ready, usually within 2 hours during opening hours. Please wait for that email before coming in.

Delivery addresses

Please check your address carefully at checkout. Some larger parcels can't go to PO Boxes or Parcel Lockers. If we can't deliver to the address given, we'll contact you before dispatch. Costs for redelivery or redirection caused by an incorrect address are payable by you.

Damaged or missing parcels

If your parcel arrives damaged, keep the packaging and email photos to info@urbanwheelz.com.au within 2 business days. If tracking hasn't moved for 5 business days, let us know and we'll chase it with the carrier. If a parcel is confirmed lost, we'll send a replacement or refund you.

International

We currently ship within Australia only.

Questions

Email info@urbanwheelz.com.au or call (07) 4051 3681.

Last updated: 9 October 2026

We want you to be happy with what you buy from Urban Wheelz. If something isn't right, here's how returns work.

Change of mind returns

Skateboards, skates, protective gear, clothing and accessories: 30 days. You have 30 days from the day you receive your order to request a return. Items must be unused and unworn, with all tags attached, in the original packaging and in a condition we can resell as new.

Electric scooters: 7 days. You have 7 days from pickup or delivery to request a return. The item must be unridden, free of marks or wear, and returned with the original box, charger, manuals and all accessories.

Return postage for change of mind returns is paid by you. Please use a tracked service, as we can't refund items lost on the way back to us.

Items we can't accept as change of mind returns

• Anything that has been used, ridden, worn or damaged after delivery
• Electrical parts for electric scooters and e-bikes, including batteries, controllers, chargers, displays, throttles and other plug and play parts. Once connected, we can't confirm they haven't been damaged, so they can't be resold
• Skateboard decks with grip tape applied at your request, or boards that have been set up
• Blind bag or mystery products once the bag has been opened
• Service parts, tubes and tyres once fitted
• Special order items, including electric bikes, parts and products ordered in at your request
• Workshop labour and servicing
• Gift vouchers

This list applies to change of mind returns only. It does not affect your rights if an item is faulty.

Faulty, damaged or not as described

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, arrives damaged or isn't as described, we'll arrange a repair, replacement or refund as required by law. For a major failure, you can choose a refund or a replacement.

Please contact us before sending anything back so we can assess the issue. Photos or a short video of the fault help us sort it out faster. Electric scooters may need to be inspected in our Cairns workshop. Some claims are assessed with the manufacturer under their warranty, and we manage that process for you.

Return postage on fault claims. You pay the return postage upfront. Once we or the manufacturer confirm the item is faulty, we'll reimburse your reasonable return postage and send the repaired or replacement item back at our cost. If the problem is caused by crash damage, misuse, unauthorised modification or normal wear and tear, it isn't covered, and the item will be returned at your cost or held in store for collection. If an item is too large or heavy to return without significant cost, contact us and we'll arrange the next step with you.

If your order arrives damaged, let us know as soon as possible, ideally within 2 business days, and keep the packaging so we can lodge a claim with the carrier. Transit damage is covered at our cost.

Speed and range

Top speeds and range are manufacturer figures measured under test conditions. Rider weight, terrain, hills, riding mode, temperature and riding style all affect real world results. Lower real world speed or range on its own is not treated as a fault. If you think your scooter isn't performing as it should, contact us and we'll check it over.

How to start a return

1. Email info@urbanwheelz.com.au with your order number, the item and the reason for the return. For faults, include photos or video.
2. We'll reply within 2 business days with return instructions. Some products ship direct from our suppliers, so the return address may not be our Cairns store.
3. Pack the item securely in its original packaging and send it with tracking. Items sent back without an approved return may not be accepted.

Bought in store or picked up from us? You're welcome to bring it back to 88-90 Mulgrave Road, Cairns with your receipt.

Refunds

Once your return arrives, we'll inspect it and email you to confirm whether the refund is approved. Approved refunds are processed within 3 business days to your original payment method. Your bank may take up to 7 business days to show the funds.

Original shipping charges are not refunded for change of mind returns. Refunds for faulty items include the original shipping.

Exchanges

Need a different size or colour? Contact us first and we'll check stock. The quickest way is to return the original item and place a new order for the one you want.

Questions

Email info@urbanwheelz.com.au or call (07) 4051 3681. Our team is in the Cairns store and happy to help.