Shipping & Returns
Covid 19 Shipping delays
Below is a statement from Australia Post explaining the current shipping delays caused by the virus. Please read this carefully before ordering so you are fully aware of the delays you may be facing with your order.
During these challenging times, Australia Post is working hard to deliver your parcels. Current volumes however exceed even our busiest Christmas period and we are processing close to two million parcels a day. This heavy volume coupled with significantly reduced flights and the impact of social distancing in our facilities has led to delays.
To adapt to these pressures we’ve made the following changes:
- Facilities are operating 24/7 and our drivers are delivering on weekends.
- Fifteen new or repurposed processing facilities have been added to increase capacity.
- Eight extra freighter flights have been added within Australia so we now have seventeen dedicated air freighter flights per day.
- Hundreds of casual staff have been recruited into the network and contact centres.
- International notifications have been updated for better visibility and we’ll advise you if your parcel needs to go by sea.
Some small changes to help us move your parcel faster:
- Make sure that the label and barcode on your parcels are clearly visible so it’s easier for us to scan.
- Update your delivery address so your favourite websites know that you’re working from home.
- Where possible, use flat standard packaging, as this will make it easier for us to manage and deliver.
- Check the international updates section on our website to see which overseas destinations we are currently sending to and receiving from.
For those sending or waiting on international parcels, please be aware that there are significant delays to many destinations due to limited flights and government restrictions. Impacts to the United States of America, New Zealand, Germany and France are significant with severe delays being experienced. Where airline capacity does become available, we continue to prioritise Express Parcels. A number of destinations also have full service suspensions where we are unable to move parcels due to airport closures or major delivery issues.
We understand that these international and local impacts are frustrating, but our posties, delivery drivers, Post Office team members and contact centre staff are doing their best, so please show them a little understanding.
As a reminder, our tracking tool provides you with the most accurate guidance on estimated delivery dates and advises you of any delays while your parcel is in transit.
To get the most from the post and to stay up to date on on all service impacts, please visit our website.
Thank you for your patience.
Your team at Australia Post.
Free Australian Shipping
Most of our products are FREE SHIPPING Australia Wide. However, a small portion of our products are not free shipping because they are larger and attract more fees depending on where they are going. If this is the case you can easily use the shipping calculator on the product page to determine the shipping costs to your address before purchasing. Or feel free to contact us for a shipping quote.
The products we ship for free are sent with either Aust Post, Couriers Please or Sendle. Tranist times are typically 1 to 5 business days for free shipping items. If you require overnight shipping you can select and pay for the Aust Post Express Shipping service which is overnight to Metro Areas and 2 to 3 days to remote areas.
In most cases, our orders ship on the same day of being submitted. We process orders Monday through Friday, between 9:00am to 2:00pm Eastern Standard Time. All orders received before 2:00pm will normally be shipped on the same day. Orders received after 2:00pm will be shipped on the following business day.
Once we process your order, you will receive an email message to let you know that it has been received and processed. When we have the tracking details, we will update your account and you will receive a second email with tracking info. Most of our products are in stock ready to ship, however occasionally we may have to order something in. If this is the case we will contact you to let you know there may be a delay. Out of stock products are typically shipped within 2 - 3 days.
We can ship most items to virtually any address in the world, however, due to size and weight restrictions, there are some products that not can be shipped to international destinations.
Unwanted or incorrectly ordered Items:
You may return unwanted items within 30 days of purchase for a full refund as long as they are in 'as new' condition and the packaging has not been damaged in any way. Please note that when items have been incorrectly ordered or are simply unwanted we charge a $7% restocking fee, plus the refund will be minus our original shipping fees to you.
Damaged or Incorrect Items:
Items can be returned for a full refund plus refund on return shipping costs, only if the item is defective, damaged during shipping or incorrectly picked by us and we have agreed on the shipping price and method prior to returning to us.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 - 10 business days), the time it takes us to process your return once we receive it (2 - 3 business days), and the time it takes your bank to process our refund request (2 - 3 business days).
If you need to return an item, please email us the details at firstname.lastname@example.org
Or call us on 03 9887 1599 and we will arrange to have the items returned to us and a refund processed for you asap.