Shipping policy

We aim to provide fast, flexible, and secure shipping for both retail and business customers. Please review our shipping policies carefully before placing your order.

Couriers

We currently use Australia Post and StarTrack for all deliveries. The courier used for your order is determined at our discretion based on availability, efficiency, and destination requirements.

  • PO Box and Parcel Locker addresses are only serviced by Australia Post.
  • Business deliveries may incur additional charges if delivery is missed.

Delivery Timeframes

All delivery times provided at checkout are estimates only, based on courier guidelines. Actual delivery times may be affected by factors outside our control, including:

  • Parcel volumes during peak holiday seasons
  • Weather conditions
  • Local delivery network delays

We are not liable for delays once the package has been handed to the courier.

Redirection Policy

  • Australia Post redirections must be initiated by the customer via the AusPost platform or app.
  • StarTrack redirections may incur a redirection fee, which will be passed onto the customer.
  • We do not guarantee that redirections will be successful once an order has been dispatched.

Authority to Leave (ATL) & Signature

  • Orders under $500 may be left without a signature (ATL), unless you opt for a signature-required delivery at checkout.
  • Orders $500 and above will automatically require a signature on delivery for security purposes.

Payment & Processing Times

  • Orders are processed once payment is confirmed.
  • Bank transfer payments may take up to 1 business day to clear, depending on your bank and transfer method.
  • Please note: Bank transfer delays may impact the dispatch of express shipments.

Damage or Delivery Issues

We take packaging and handling seriously, but if your parcel arrives damaged, please:

  1. Inspect your order immediately upon delivery.
  2. Contact us within 24 hours with a clear photo of the damaged item.
  3. If damage occurred in transit, please provide the courier’s inquiry or tracking number, if available.
  4. If your parcel is delayed, missing, or misdelivered, you may contact:

Business Orders

  • Free shipping applies only to retail (B2C) orders over $100.
  • Business (B2B) shipping rates are calculated dynamically at checkout.
  • Missed business deliveries may incur re-delivery fees charged by the courier.

Disputes, Errors & Holds

  • If a chargeback is initiated, all existing orders will be placed on hold until the dispute is resolved.
  • If an incorrect shipping charge occurs due to our system or estimator, we reserve the right to cancel the order and notify you.

Business (B2B) Shipping – Pallet Requests

  • By default, all orders are shipped in loose boxes.
  • If you require delivery on pallets, please contact us before placing your order.
  • Pallet shipments incur additional handling and freight charges which will be quoted separately.

Failed Deliveries

Our delivery partners work very hard to deliver your order as reliably as possible. However, if there have been several failed delivery attempts, your order may be returned to us. In this instance, a return-to-sender fee will be charged by the delivery partner, and will be deducted from your refund.

By placing an order, you agree to these shipping terms. If you have any questions, feel free to reach out to our support team.