How is shipping pricing calculated?
Shipping is determined automatically by the Australia Post calculator, which uses size, weight and destination location to complete the shipping fee.
When will I receive my order?
Processing times will vary, according to order volume. We pack and post daily. Orders placed after 12pm on a Friday won’t be shipped until the following week.
We do our best to ship most orders within 24 - 48 hours from receipt of order. At busier times it can take longer before your orders are shipped. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. Please note that we do not fulfil or ship orders on weekends or holidays.
Selecting the express shipping option at checkout doesn’t mean the order skips the queue. It means that Australia Post will ship it faster. Once your order is placed and payment has cleared, the order joins a queue for packing.
Once your order has been shipped you will be notified by email, along with the tracking details. You can also log into your account to check the status of the order.
We aim to deliver products to you within the time indicated by us at the time of your order, but we can’t completely guarantee firm delivery dates or times. We do not refund shipping in case of late deliveries. Once the courier company collects your goods, we have no control over how long they will take to deliver. Shipping time will depend upon location, shipping method and other factors.
What courier service do use?
We only use Australia Post. There is a standard and express service offered.
Do you deliver to Post Office Boxes?
No. We do not deliver to Post Office boxes.
Can I leave shipping notes?
Yes. There is a box to do so at checkout. If you would like your parcel left, please give clear authority to do so in the shipping notes section. If you direct the courier to leave your parcel unattended, we cannot take any responsibility for theft or loss of goods once delivered. If no one is there and redelivery is attempted, Australia Post will not charge you a redelivery fee.
What happens if I’m not there when my package arrives?
Unless you have given written authority at checkout for the courier to leave your cartons unattended, then you will need to sign on delivery. If no one is there to receive the package, the courier may leave a card with directions on either re-delivery or collection from the carrier or a collection point.
What if I gave you the wrong address?
If the package is returned to us because you provided the incorrect address, you will be charged additional shipping for the delivery to be sent back to you. We also require an accurate telephone number at checkout for the courier to arrange delivery. If we cannot contact you for 14 days, or after 2 attempted deliveries, the order will be cancelled, and we will refund you the cost of your order, minus the additional shipping fees.
If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not (within two weeks of our first attempt to deliver the product to you) accept delivery or collect the product from the carrier, then we may (affecting no other right or remedy available to us) do either or both of: (a) charge you for our reasonable storage fees and other costs reasonably incurred by us; or (b) no longer make the product available for delivery or collection and notify you that we are cancelling the applicable Contract, in which case we will refund to you any money paid to us per our returns policy, less our reasonable administration charges (including for attempting to deliver and then returning the product).
Do you deliver to all areas in Australia?
It might not be possible for us to deliver to some locations, nor are we able to offer equivalent delivery options to regions that we do service. If we cannot deliver to your location, we will inform you on the relevant product page, or use the contact details that you provide to us when you make your order and arrange for cancellation of the Order or delivery to an alternative delivery address.
Do you offer shipping insurance?
Yes. Shipping insurance for damage, loss and theft is available at checkout for all orders in Australia. Once the courier collects the goods from us, the risk of loss automatically transfers to you at the time of pick up. Shipping insurance is calculated at 3% of the total order cost.
Opting in for shipping insurance means that you are covered for any breakages in transit or lost orders (unless you ask for the package to be left unattended in the comments section - authority to leave).
Although we pack all orders securely, sometimes breakages occur in transit because of rough courier handling. If you choose to not add shipping insurance and your package is then damaged or lost, you will not be entitled to a refund or exchange of the damaged or lost products.
Claims for packages marked as delivered by the courier, must be filed within 10 days from the courier delivery date. Claims for packages not marked delivered must be filed within 30 days from the last courier status update.
What if I have my own shipping insurance?
If you already have your own shipping insurance, please leave the add insurance box unticked. Please contact us by email to obtain a checkout code to make the shipping cost void. In the comments section, please request the package weight and carton dimensions at checkout. We will then email these details to you and you can forward to us your own courier forms at firstname.lastname@example.org to attach to the cartons.
Can I come and collect my order?
At this stage, we do not offer pickups.
What if my order is lost?
While we do everything we can to ensure fast, accurate deliveries, sometimes errors occur. If your tracking number shows that your item has been delivered but you haven't received it, please contact Australia Post directly with your tracking number. We are not responsible for lost or delayed packages if you have given permission to leave the item attended in your order notes. We also reserve the right to wait until 14 days after courier pickup before issuing refunds or replacements.
Do you ship internationally?
At this stage, we only ship in Australia.