Shipping policy

3. Shipping Policy

This Shipping Policy applies to orders placed through [website URL].

3.1 Shipping destinations

We currently ship to:

addresses within Australia; and
[selected international destinations listed at checkout].

We do not ship to destinations that are unavailable through our carriers or prohibited by law.

PO boxes, parcel lockers and military addresses may be subject to carrier restrictions.

3.2 Order processing

Orders are normally processed within [1–3 business days] after payment is confirmed.

Business days exclude weekends and public holidays in [state or territory].

Processing may take longer during:

product launches and limited releases;
sales and promotional periods;
public-holiday periods;
pre-order fulfilment; or
periods of unusually high demand.

Processing time is separate from delivery time.

3.3 Estimated delivery times

Estimated delivery times after dispatch are:

Standard shipping within Australia: [3–7 business days]
Express shipping within Australia: [1–3 business days]
International shipping: [7–21 business days]

These are estimates only and may vary by destination, carrier capacity, customs processing, weather and other circumstances.

Any materially different timeframe applying to a pre-order or made-to-order product will be shown on the relevant product page.

3.4 Shipping charges

Shipping charges are calculated and displayed at checkout before payment.

We may offer free shipping where an order meets a stated threshold or promotional condition.

Free-shipping promotions apply only to eligible destinations and shipping methods stated in the promotion.

3.5 Tracking

Where tracking is available, we will send tracking information to the email address or telephone number supplied with the order.

Tracking information may take up to [48 hours] after dispatch to become active.

3.6 Delivery addresses

You are responsible for entering a complete and accurate delivery address.

Contact us immediately at [support email address] if you notice an error. We cannot guarantee that an address can be changed after the order enters fulfilment.

Where an order is returned because an address supplied by you was incomplete or incorrect, we may ask you to pay reasonable re-delivery costs before it is sent again, unless the problem was caused by us.

3.7 Authority to leave

If you give a carrier authority to leave a parcel unattended, the carrier may leave it at the delivery address without obtaining a signature.

You should only provide authority to leave where there is a reasonably secure location.

Nothing in this section limits responsibility that cannot lawfully be excluded.

3.8 Delays

Delivery estimates are not guaranteed unless expressly stated.

Where we become aware of a significant delay, we will take reasonable steps to notify you and provide updated information.

If an order cannot be supplied within a reasonable time, please contact us to discuss the remedies available, including cancellation and a refund where required by law.

3.9 Lost, damaged or missing parcels

tracking does not update for an extended period;
a parcel is materially overdue;
the parcel arrives damaged;
products are missing from the parcel; or
tracking states “delivered” but you cannot locate the parcel.

Provide your order number and any relevant photographs or tracking information.

We may ask the carrier to investigate before providing a remedy. This investigation process does not limit your rights under the Australian Consumer Law.

3.10 Partial shipments

We may send products from the same order separately where reasonably necessary.

You will not be charged additional shipping solely because we split an order into multiple parcels.

3.11 Pre-orders

A pre-order is an order for a product that is not ready for immediate dispatch.

Estimated pre-order dispatch dates will be shown on the product page. These dates are estimates and may change due to production or freight delays.

Where a pre-order is materially delayed, we will provide updated information and any cancellation or refund options required by law.

If an order contains both pre-order and in-stock products, the entire order may be held until all products are available unless otherwise stated.

3.12 International orders

International orders may be subject to import duties, taxes, customs charges or carrier fees imposed by the destination country.

Unless stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the recipient’s responsibility.

Customs processes may delay delivery.

We do not control customs authorities and cannot provide definitive advice about charges imposed by another country.

Customers are responsible for ensuring that products can lawfully be imported into the destination country.

3.13 Refused and unclaimed deliveries

Where a parcel is refused or left unclaimed and returned to us, we will contact you after receiving it.

We may deduct reasonable, unrecoverable shipping or return costs from a change-of-mind refund where permitted by law.

This does not apply where the refusal or non-delivery resulted from our error, a product failure or another circumstance for which we are legally responsible.