Shipping policy
SHIPPING INFORMATION
We are an Australian manufacturer producing our own designs and shipping out our products direct from warehouses in the US, the UK, the EU and from our Headquarters in Australia.
All stocked items are typically packaged ready for dispatch within 1 - 2 business days. During peak times such as seasonal events, this dispatch time will likely increase too.
Our US warehouse is located in Virginia and ships to all United States territories as well as the Northern, Central and South Americas.
Our EU warehouse is located in Germany and ships to all EU and other European countries.
Our UK warehouse is located in Christchurch which is south of London and ships to all locations that aren't covered by the EU and US warehouses.
Our Australian Headquarters is located in Taree, NSW and ships to Oceania as well as the rest of the world. This is due to many new products being available from our factory before they get to our other warehouses. Our Airmail shipping is the cheapest option but can take 1 to 5 weeks. Now that many countries are enforcing postal operators and couriers to charge taxes and duties together with a processing fee, the cost of airmail and these charges can in some countries be more than the much faster courier options which include duties and taxes in the shipping cost.
Note: In all of our 4 global warehouses, the shipping time is a reference for the average delivery period only and in no way a guarantee. These shipping times are the average business days from the time the package is handed to the courier or mail service till it is delivered. These times do not account for slowdowns, such as seasonal delays, war, natural disasters and strike action. If a shipment appears lost in transit, we will liaise with the courier to confirm the lost item. Each courier has a time frame whereby an item can then be claimed as lost, and we will make sure that once we get that confirmation, your order will be either re-shipped or refunded.
Countries with Free Trade Agreements with Australia
Of course, for countries that have a free trade agreement with Australia, there are typically no additional changes.
These countries include the US, Japan, China, New Zealand, South Korea, Singapore, Thailand, Malaysia, Hong Kong, Chile, Peru, Indonesia and most Pacific Island Countries. This list may change over time so for the most up to date information please refer to this DFAT website.
Shipping from Australia
Courier & AirMail Options
We offer a range of international and domestic Courier Services for speedy and efficient delivery as well as the budget option of the much slower Standard AirMail.
Couriers
Apart from the consistent tracking and reliable service you expect from couriers, you'll also see much faster entry into countries as they quickly handle their own Customs entry, unlike AirMail which is processed by each countries Customs Staff themselves.
Aramex and Fastway do pickups the day that we have them packaged and their tracking starts from the pickup. UPS uses a third-party courier to uplift to the Sydney UPS Distribution Centre. The pickups are daily at lunchtime AEST. It takes 2 -3 business days before the orders are scanned in Sydney and this is when you will first see actual movement in your tracking. After your shipment leaves Australia, you'll find it will get to you quite quickly.
Most other couriers are next day pickups and like UPS generally only show tracking movement once they are scanned in Sydney while they are getting ready for departure.
Occasionally, we find that a courier that you've selected, won't ship to your address when we start processing your order. In this case, we will select a courier of similar value that services your address.
Standard AirMail - Estimated international delivery speeds
Standard Airmail uses Australia Post to get your package to Sydney where it is handed over to a third party for the freight to your country. At the handover point, we don't see any tracking until your Customs Service hands the package over to your countries mail service.
What happens typically, is the third party delivers the package to your countries International Freight Arrivals.
Fun Fact: While actually being within your country's border, until it has been cleared by customs, your package is officially in an international zone.
After arrival, most countries place your package into Quarantine as a measure to prevent their Customs staff from contracting the Coronavirus while clearing foreign goods. This quarantine period depends on your country but it could be just days and in some cases a number of weeks.
Estimated international delivery speeds for Standard AirMail
These estimates are a rough guide and shipping conditions and speeds can change without notice. They don't include the time spent getting to Sydney as well as the time spent in Quarantine and Customs in your country.
For the most up to date delivery speeds please see the following link https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#international
Please bear in mind that time spent in Customs Quarantine is not included in this table.
Other Shipping Information
Customs and Duties
As we manufacture and ship from Australia, there are a number of countries that are exempt from Customs charges due to free trade agreements.
Countries with Free Trade Agreements with Australia
US, Japan, China, New Zealand, South Korea, Singapore, Thailand, Malaysia, Hong Kong, Chile, Peru, Indonesia and most Pacific Island Countries. This list may change over time so for the most up to date information please refer to this DFAT website.
Other Countries
For all other countries, you will find that recent changes to the way that worldwide Customs services process shipments valued under $1000 have meant that in many countries, there will be import duties for you to pay before your shipment is delivered. Please see our Terms & Conditions for more details.
Each country determines its own import laws and regulations, and unfortunately, we do not have the ability to determine or quote any import fees, taxes, duties, or tariffs.
Our international shipping rates do not include any import taxes, customs duties or fees that may arise when a shipment reaches the destination country.
All applicable customs fees, taxes and duties are the sole responsibility of the customer.
As per Australian Consumer Law, we cannot and do not misrepresent shipments as 'Gift' or devalue the total retail cost of a product(s) to avoid customs & duties fees.
Unfortunately, we cannot refund your original domestic & international shipping charges. Additionally, we do not refund customs, duties, taxes, VAT, or tariffs.
If you refuse a shipment because of unexpected import fees, the original shipping will not be refunded, If there are any brokerage, customs, duty, return shipping charges or taxes incurred by us on your behalf, then this will be taken out of the available refund.
The recipient of the merchandise is the importer of record and must comply with all laws and regulations of the destination country.
If a package is refused or returned to us due to inaccurate address information, determined undeliverable, or declined at customs, the original shipping fees are non-refundable and any return shipping will be extracted from any available refund. The buyer assumes shipping costs associated with re-shipping of merchandise prior to re-shipment.
We cannot be held responsible for any packages seized by customs.
For more information on customs and duties charges, please contact your local customs office.
Goods Deliberately Not Received
If you choose not to receive your purchase or do not make a reasonable effort to receive or follow up and procure your purchase then you may forfeit your opportunity to receive a refund. It is your responsibility to pay for the return shipping.
Any and all costs to us to return any product that is deliberately not received will come out of any potential refund. Please bear in mind that some shipping services may take a very long time to return your purchase such that your refund time-frame may expire during the return shipping.
Note: If the original shipping plus the cost of returning the item to us is more than cost of the order then we have the right to abandon the shipment and recoup all of the potential refunds to cover our losses.