Shipping Policy
1. Order Processing
All orders are processed within 1-2 business days (excluding weekends and public holidays). Orders placed after 2 PM AEST will be processed on the next business day. You will receive an order confirmation email once your order is successfully placed.
2. Domestic Shipping
We offer the following shipping options within Australia:
- Standard Shipping (3-7 business days): $9.95
- Express Shipping (2-4 business days): $14.95
- Free standard shipping on orders over $150
3. International Shipping
We ship to select international destinations. Shipping costs and delivery times vary by location. International orders typically take 10-21 business days to arrive. Customers are responsible for any customs duties and taxes.
4. Shipping Carriers
We partner with reputable carriers including Australia Post, StarTrack, and DHL to ensure reliable delivery. The carrier is selected based on the best service available for your location.
5. Order Tracking
Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to monitor your package’s journey on the carrier’s website.
6. Delivery Times
All delivery timeframes are estimates and commence from the date of dispatch. While we strive to meet these timelines, unexpected delays may occasionally occur.
7. Shipping Restrictions
Some items may have specific shipping restrictions due to size, weight, or content. These restrictions will be clearly indicated on the product page.
8. Address Accuracy
Please ensure your shipping address is complete and accurate. We are not responsible for packages lost or delayed due to incorrect addresses provided by the customer.
9. Signature Requirements
Orders over $300 require a signature upon delivery. You may authorize leave-at-door delivery through your tracking notification if this option is available.
10. Rural Delivery
Delivery to rural areas may require additional time. Some remote locations may incur additional shipping charges, which will be shown at checkout.
11. Multiple Item Orders
Items from the same order may be shipped separately if they have different availability dates. You will only be charged one shipping fee.
12. Shipping Confirmation
If you haven’t received shipping confirmation within 2 business days, please check your spam folder or contact our customer service team.
13. Damaged in Transit
If your package arrives damaged, please contact us within 48 hours with photos of the damaged package and contents. We will arrange for a replacement or refund.
14. Lost Packages
If your tracking information shows delivered but you haven’t received your package, please check with neighbors and your local post office first. Report missing packages to us within 14 days.
15. Click and Collect
We offer free click and collect from our Clayton location. Orders will be ready for pickup within 24 business hours. You will receive an email when your order is ready.
16. Holiday Periods
During peak seasons (November-January), please allow additional processing and delivery time. Specific holiday cut-off dates will be announced on our website.
17. International Customs
International customers are responsible for any customs fees, import duties, or taxes that may apply. These charges are not included in the order total.
18. Shipping Updates
For the latest information on shipping times and any service disruptions, please refer to the shipping updates page on our website.
19. Environmental Commitment
We use sustainable packaging materials whenever possible and continuously work to reduce our environmental impact through carbon-neutral shipping options.
20. Contact Information
For any shipping-related questions, please contact us through the customer service form on our website. Include your order number for faster assistance.