Shipping policy
Shipping Information:
All Australian and worldwide deliveries are shipped from our business premises in Brisbane, Australia. All estimated shipping times you see at checkout when selecting the shipping option are the time from pick-up to delivery not from placing your order to delivery, eg if you place your order on the weekend, our staff will not be in until the next following business day, once your order is reached in the queue, packed and collected by the carrier, this is when your delivery time frame is in effect. Note the estimated shipping times provided by the carrier for each method are an average and not a guarantee, the shipping companies themselves advise that their timeframes are subject to conditions and delays. We do not refund the shipping cost if your delivery takes longer than the average time shown on the shipping method.
Processing time: This is the time your order will be in the queue awaiting to be packed and sent after purchasing.
Standard processing time- 1-2 business days.
During large sales- 2-4 business days depending on the volume of orders coming in and staffing.
Australian Delivery
Free/ Standard: Average of 3-5 Business Days
Express: Average of 2 Business Days
International
Free/ Standard: Australia Post Standard International average of 15-20 Days
Express: DHL Express average of 3-5 Days
Australia Post's international model is different to DHL Express, they do not complete the final delivery in the destination country, they “handover” to the national postal service after processing on arrival. The parent tracking number will remain the same and it is recommended to track the delivery on the postal services website as they will show the updated scans sooner than through the DHL portal. For example deliveries to USA are completed by USPS, after the parcel scans on arrival it will become active in the USPS network and website. The parent tracking number can be found by following the link in your confirmation email.
Exceptions:
Pending Payments- Some payments made via Paypal come through as an E-Cheque meaning the payment will take a few days to clear, these orders are not processed for shipping until the payment status is marked as “paid”.
High Risk Orders- All orders are subjected to a fraud analysis in order to protect our customers and cardholders. If an order is flagged for unusual high risk, we may take some extra time to investigate to ensure the transaction does not put anyone at risk of theft. We may hold an order for up to 14 days while we verify the transaction. This process is to protect the cardholder from being defrauded and the business from loss of stock, shipping expenses and fees from the loss parties bank.
Failed Deliveries:
If the package cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect shipping address, absent receiver,) or if the customer refuses to collect the package, the package will be returned to the sender (Statement Collective) at the customer's expense. The expense includes shipping costs and any duty and tax the package may have incurred; this amount will be deducted from the total of the order to be refunded.
Item not received but tracking says delivered:
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address
Customs Fees:
We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with free, standard or express shipping.