Shipping policy
Shipping Times
Standard shipping typically takes about 7-12 business days for most orders to arrive in our website. In many cases, items can arrive within roughly two to three weeks under normal conditions. However, please note that shipping times can vary depending on the product and destination. Some orders may arrive faster, while others (especially those using economy shipping methods) might take up to 3 weeks in transit particularly for remote locations or during peak season or holidays.
We provide estimated delivery timeframes for each order at checkout. If multiple items are ordered, they may ship separately and arrive at different times, since they could be dispatched from different suppliers or warehouses. Once your order ships, you will receive a shipping confirmation email with any available tracking information. We appreciate your patience with the international shipping process and assure you that we do our best to get your items delivered as quickly as possible.
Order Handling & Processing
After you place an order, our team and our suppliers begin processing it. Order handling (processing time) typically takes about 1–3 business days. This processing period includes order confirmation, quality checks, and preparing the item for shipment. During normal periods, most orders are dispatched within 7–13 business days. In busier periods or for high-demand or custom items, processing can extend up to a week. We will notify you by email if processing is expected to take longer than usual.
Some factors that can affect processing times:
- Orders placed on weekends or public holidays will only begin processing on the next business day.
- Peak seasons (for example, major shopping holidays or Chinese New Year) may introduce slight delays in order preparation.
- Bulky or heavy items might require extra handling time or special packaging, which can add a day or two to processing.
Please rest assured we are working diligently to get your order out. As soon as the order is handed over to the carrier, we will update you with the shipment details. The shipping transit time (as noted in Section 1) begins once the package is with the courier.
Delivery Requirements & Missed Deliveries
It is the customer’s responsibility to provide a full and accurate delivery address at checkout. Please include all necessary details such as unit/apartment numbers, business names (if delivering to a workplace), and ensure the postcode and city are correct. Our shipments to Australia are usually handled locally by Australia Post or another local courier once they arrive in the country. Standard delivery generally does not require a signature for most items, but the decision may depend on the courier’s policies or the size/value of the package. For high-value or bulky shipments, a signature on delivery might be required for security.
If no one is available at the address to receive the package, the postal service or courier will typically:
- Leave a card or notification with pickup details, or
- Attempt re-delivery on another day, or
- Deliver to a safe drop location (if deemed secure by the driver).
Missed Deliveries: If you receive a pickup card or missed-delivery notice, please follow up with the post office or courier as soon as possible. Uncollected parcels may be returned to sender after a holding period (usually around 7–14 days with Australia Post). If a package is returned to us due to being unclaimed, or due to an incorrect/incomplete address provided, we can re-ship it to you upon your request; however, additional shipping charges may apply in that case. If you choose not to have it re-shipped, we can issue a refund for the item minus any shipping costs we incurred (since carriers still charge us for the attempted delivery).
For heavy or oversized items, please ensure someone is available to assist or receive the delivery. Bulky items might be delivered by a specialized freight carrier that could contact you to schedule a drop-off time. Couriers may require that large shipments be signed for. If special equipment or arrangements are needed (for example, a lift gate for very heavy items or access to a high-rise apartment), do communicate any relevant information to us when ordering, so we can pass instructions to the carrier. Inspect heavy-item deliveries for any obvious damage upon arrival – if you notice significant damage to the packaging, you may choose to refuse the delivery and notify us immediately, or at least make a note with the carrier. Promptly report any delivery issues to us so we can assist in resolving them.
Delays and Tracking Support
We understand that shipping items can occasionally face delays due to customs clearance, logistics backlogs, or other unforeseen factors. If your order is significantly delayed beyond the estimated delivery window, please contact us and we will help investigate. We actively monitor shipments and can reach out to the shipping carrier or supplier to get status updates. Our goal is to ensure your order gets to you as promised.
Every order comes with a tracking number (when available) which we will email to you once the item ships.
You can use message your order number or email address used in ordering the item in here.
Please note that tracking information may take several days to initially show movement – this is normal, especially while the package is still in the origin country or awaiting customs clearance. If you have trouble tracking your order, let us know and we’ll assist you in tracking it down.
Despite our best efforts, sometimes delays happen that are outside of our control (for example, customs inspections, public health measures, natural disasters, or peak holiday season rush). We ask for your patience during such times. However, rest assured that you are protected: in the rare event an order does not arrive at all (e.g., lost in transit beyond a reasonable time frame), we will guarantee a full refund or send a replacement. Typically, if an item hasn’t arrived within 45-60 days from shipment, we consider it possibly lost; at that point, we will work with you on a resolution in line with our buyer protection commitment. Your satisfaction and peace of mind are important to us, so we will make sure you either receive your product or get your money back in such cases.
If your package shows as delivered but you cannot locate it, first double-check around your property and with neighbors or household members. Occasionally, postal carriers may leave items in a secure hidden spot. If it’s still missing, contact us and we will assist in filing a lost package claim with the carrier. We may ask you to also check with your local post office. We’re here to help ensure you receive what you ordered.