Shipping Policy

This policy covers shipping, delivery, insurance, tax and duties, and related costs for orders placed through our website.

Order Processing

  • Orders are typically processed and dispatched within 1–2 business days.
  • Please allow extra time during public holidays, sales periods, or in the rare event of unexpected delays (including staffing shortages). We’ll always do our best to keep you updated.
  • You’ll receive a tracking number via email when your order is being packed.

Shipping Methods & Cost

  • We offer both Standard and Express shipping for domestic (Australia) and most international orders, with live rates and carrier options shown at checkout.
  • Australia Post and UPS are both available for domestic orders. For international orders, Australia Post (and your local postal service) is available for most countries; UPS is available as an additional option, and is the only carrier available for orders shipping to the United States.
  • Australia Post and UPS both include up to $100 AUD default cover per shipment. If you would like additional coverage, you can add shipping insurance through ShipInsure at checkout for an additional cost.
  • PO Boxes and Parcel Lockers are accepted.

Taxes & Duties

  • Prices shown on our website include GST for orders shipping within Australia. GST is not charged on orders shipping outside Australia.
  • Import duties, taxes, or fees charged by your country on arrival are the customer's responsibility, in addition to the price paid at checkout.
  • Orders shipping to the United States are sent via UPS. All US-bound orders are subject to customs duties on arrival, regardless of order value, which will be collected from you at the border.

Delivery Times

  • Specific delivery estimates for your order are shown at checkout, based on your delivery address and the shipping method you choose.
  • Delivery times are estimates and may be affected by factors outside our control, including customs processing for international orders. We are not responsible for carrier delays.

Tracking Your Order

  • Tracking numbers will be emailed to you when your order is packed and ready to ship.

Address Errors & Uncollected Parcels

  • It is the customer’s responsibility to provide the correct and complete shipping address. We are not responsible for parcels delivered to incorrect or incomplete addresses provided by the customer.
  • If a parcel is returned to us as uncollected or undeliverable due to customer error, you will be contacted to arrange reshipping at your own cost.

Lost or Damaged Parcels

  • The default carrier cover outlined above applies automatically. If you added ShipInsure at checkout, your order is also covered up to $1,300 AUD, with claims to be lodged within 14 days of the delivery date.
  • If your parcel is lost or damaged in transit, contact us and we'll guide you to the right claims process, whether that's with the carrier directly, through ShipInsure, or on your behalf.
  • We are not responsible for parcels lost, delayed, or damaged in transit by the carrier once they leave our premises, beyond the cover outlined above.

Out of Stock & Backorders

If an item in your order is out of stock, we will contact you promptly. You may choose to:

  • Wait for the item to become available and ship the full order together,
  • Have available items shipped immediately and the remainder sent later (at no extra cost), or
  • Substitute or remove the item for a refund.

Order Cancellations & Changes

  • You may request to cancel or change your order at any time before it has shipped for a full refund. We do our best to accommodate requests but cannot guarantee cancellations if your order has already been processed for shipping.
  • Once an order has shipped, it cannot be cancelled or changed.

Partial Shipments

  • If your order requires multiple shipments due to backorders, you will not be charged extra postage.

Policies & Questions

  • This policy forms part of our full set of policies, which are incorporated together and can be found on our Policy Index page.
  • We may update this policy at any time. The current version will always be available on our website.
  • For any questions, please visit our Contact page for information on how to get in touch.