Shipping & Order Fulfilment Policy
SHIPPING & ORDER FULFILMENT POLICY
Updated June 2021
We use Australia Post to post your items to you. We can ship both domestic and international (ask for a quote at checkout if you cant see an applicable rate!)
Postage rates will vary depending on the service chosen at checkout, and on the weight and value of your order.
Orders below $100: postage is at the buyers expense, and is calculated on weight. Our pricing is aligned with current Australia Post rates and you can choose parcel post or express post option. An approximate delivery time is given by Australia Post and will depend on your location and delivery method.
Current pricing as at March 2021:
Orders over $100: FREE DOMESTIC SHIPPING offer
- Free postage on orders over $100 up to 5kg
- 1/2 price over 5kg if your order is under $500
- Orders over $500 are posted free of charge with no weight restriction.
FREE EXPRESS POST on orders over $300 up to 5kg. Over 5kg you can opt for express post but you will need to pay the difference between regular and express.
Order Fulfillment time
We know you'll be eager to receive your items, and will fulfil your order as soon as possible! As we are a small family business, we often have a lot to attend to, so we have set packing days of Wednesdays and Thursdays. If you have chosen Express Shipping, your order will be dispatched and fulfilled within 48 hours. We have regular parcel collections every Friday for standard post.
Please ensure all shipping details provided are correct (and your address is up to date with PayPal if you choose this form of payment).
For peace of mind, all items are shipped with tracking through Australia Post and are insured. A tracking number will be provided to you upon fulfilment of your order through our website for you to track your delivery.
Domestic Post - Delivery Issues
If your order does not arrive but is marked as "Delivered" by Australia Post, it is the buyers responsibility to investigate this with Australia Post first. Please contact and let us know this has happened, and contact your local post office.
If your item has NOT been marked as "Delivered" by Australia Post within 10 days, please contact us so that we can investigate the matter with Australia Post for you. Please note that all parcels are insured for peace of mind.
International Post Delivery
International Economy is the most cost-effective route — by air or sea (depending on location)
- By air: estimated 10+ business days
- By sea: estimated 30+ business day
International Economy post is sent to you without tracking, so if you wish to have tracking please select a different option.
Standard and Express International Post rates vary depending on location, and are trackable parcels.
Items lost or damaged during transit
Due to the fragile nature of many of our products, we do our best to package your items very well and in appropriate packaging so that they are protected from damage during transit. Occasionally, damage may occur that is outside of our control (couriers and posties don't always handle packages with the same respect and care that we do!).
If your item is lost or damaged despite our best efforts to get it to you safely, please contact us as soon as possible so we can try and remedy the situation in an appropriate way.
It is important that any items that arrived damaged are photographed immediately (including the packaging they arrived in) as this will be required as proof of damage for any insurance claim you may need to make via Australia Post. Please keep all packaging to provide them with if needed.
Depending on the extent of the damage, type and value of the item, at our discretion, you may receive a voucher, refund or replacement item, provided that you have contacted us within 24 hours of receiving your delivery and shown us adequate evidence that the damage has occurred due to the packaging, and that there is no signs that the item may have been dropped/damaged once you have received it.
Any claims for damage after 48 hours may not be considered as we cannot be sure that the damage occurred during transit.
Insurance and compensation for lost, missing or damaged parcels.
All parcels up to $100 are insured by Australia Post. Please note that we do not automatically insure parcels over this amount. We strongly recommend if your order is over $100 that you choose to insure your parcel at a cost of $2.50 per $100, for every $100 after the first $100. You will need to OPT IN for this PRIOR to paying for your order.
If your parcel is deemed lost or missing by Australia Post, and has not been insured, it is not our responsibility to compensate you for your loss if you have not opted in for insurance. We may, at our discretion, offer a replacement or store credit out of goodwill but have no obligation to do so, especially for any order value greater than $300.
Contact firstname.lastname@example.org with any queries related to shipping, lost or damaged items, and we will get back to you about it within 48 hours. Please include your order number and any pictures of damages, information on what happened, and we will take the appropriate steps to remedy the situation. Our priority is to help you resolve the situation promptly!