Shipping policy

DOMESTIC SHIPPING (Australia)


Order Dispatch

All orders are generally dispatched within 1 business day after payment confirmation. During peak periods (such as Black Friday, end-of-year sales, or public holiday seasons), please allow an additional 1–2 business days for dispatch – we will always prioritise getting your order out as quickly as possible.

Delivery Carriers

We use trusted carriers including Australia Post, Fast Horse Express, and iMile to deliver your orders. The most suitable carrier will be selected based on your location, item size, and weight to ensure safe and timely delivery.

  • We deliver to residential addresses, PO Boxes, and Parcel Lockers.
  • For Parcel Locker deliveries: please include the full street address of your chosen Parcel Locker location along with your Parcel Locker ID in the shipping address field.

Shipping Costs & Estimated Delivery Times

 

Delivery times exclude weekends and public holidays; rural/remote areas may take an extra 1–3 business days.

 

Service Estimated Delivery Time Cost
Standard Shipping 5–7 business days $11.00
Expedited Shipping 2–4 business days $15.00
Free Shipping 5–7 business days Free for all orders over $100.00

 

Automatic Delivery Upgrade

Eligible orders sent to the following Melbourne metropolitan postcodes will be automatically upgraded to Expedited Shipping at no extra cost:

3000–3062, 3064–3098, 3101–3138, 3140–3210, 3800–3801, 8000–8999, 9999

This upgrade is available as we operate from a Melbourne base and access preferential delivery rates for these areas.

Order Tracking

Once your order has been packed and dispatched, we will send you a confirmation email that includes your unique tracking number and direct links to monitor your parcel’s journey:

  • For Australia Post shipments: Track your parcel here https://auspost.com.au/mypost/track/#/search
  • For Fast Horse Express or iMile shipments: Use the tracking link provided directly in your dispatch email for real-time updates.
  • Tracking details are usually active within 24–48 hours after dispatch, as carriers require time to scan and update their systems. If your tracking number shows no movement after 3 business days, please contact us for assistance.

Shipping Delays

While we aim to meet our stated delivery times, delays may occur due to circumstances outside our control, including:

  • Public holidays, extreme weather events, or natural disasters
  • Carrier network disruptions, high seasonal demand, or industrial action
  • Incorrect or incomplete delivery details provided at checkout
  • Additional security checks or processing requirements

If your order has not arrived within 5 business days after the estimated delivery window, please reach out to us so we can investigate the status with the relevant carrier. Please note: we do not offer refunds or compensation for delays caused by unforeseen events or factors beyond our control.

Lost or Damaged Items


Damaged Items

If your parcel or items arrive damaged, please contact us within 7 calendar days of receiving your order with:

  • Your order number
  • Clear photos of the outer packaging (including any visible damage)
  • Photos of the damaged items and their packaging

We will review your claim and arrange a replacement or refund as quickly as possible, in line with our terms and conditions.

Lost Items

If tracking shows your parcel has been marked as "Delivered" but you have not received it, please notify us within 14 calendar days of the delivery status update. We will work with the carrier to investigate the issue.

  • For parcels confirmed lost in transit, we will offer the choice of a full refund or an identical replacement.
  • We are not liable for lost or missing parcels if:
    • The carrier has marked the order as successfully delivered
    • You requested "Authority to Leave", redirection, or Safe Drop arrangements
    • The loss is caused by an incorrect or incomplete address you provided at checkout

Additional Domestic Delivery Information


  • Delivery & Collection: We recommend providing a shipping address where someone will be available to receive the parcel between 9am–5pm, Monday to Friday. If no one is available to accept delivery, the parcel will be taken to your nearest collection point, and a notification card with collection details will be left at your delivery address.
  • Authority to Leave: If you would like the carrier to leave your parcel at your address without requiring a signature, please add this request in the "Order Notes" section before completing checkout. Please note: if you select this option, we cannot take responsibility for lost, stolen, or damaged parcels once marked as "Delivered" by the carrier.
  • Returned Parcels: If a parcel is returned to us due to an incorrect or incomplete address provided at checkout, or if it remains unclaimed after collection attempts, you will be responsible for an $18 return handling and redelivery fee. Please contact us immediately if you need to update delivery details before the parcel is returned to our warehouse. For all other returned parcels, an $18 restocking fee will be deducted from your refund amount.
  • Order Amendments & Cancellations: Our team processes orders very quickly to ensure fast dispatch. We cannot guarantee that changes to delivery details, order contents, or cancellation requests can be actioned once an order has been placed, so please double-check all details before completing your purchase.


INTERNATIONAL SHIPPING


Important Notes


  • Delivery Delays: International shipments may experience longer-than-expected delays due to reduced flight availability, customs inspection and clearance processes, local border restrictions, or carrier schedule adjustments.
  • Service Availability & Restrictions: Shipping eligibility and supported destinations are subject to change based on carrier services, border regulations, and global logistics conditions. For the latest information on country-specific updates and service status, please refer to:

  • Shipping Rates: International shipping costs will be calculated and displayed automatically at checkout based on your delivery location and order size/weight.
  • New Zealand Shipping: Special offer: Free International Express shipping is available for all orders to New Zealand over $170.
  • Tracking, Loss & Damage: The same tracking, delay, and loss/damage claim guidelines apply to international orders. Please note that customs processing timelines vary by country and are outside our control.
  • Taxes & Customs: All prices listed are in Australian Dollars (AUD) and do not include destination country sales tax, import duties, or customs clearance fees. These charges are the sole responsibility of the customer, and we cannot predict or cover these costs for you. Please check your local import regulations before ordering.