SHIPPING

Our dispatch centre is located in Queensland. Delivery times vary depending on delivery location and time of year.

Tracking and updates are only available on Express Shipping.

Prices may vary for bulk stock and larger orders.

Shipping Protection

Shipping Protection is an optional add-on you can include with your order for a small one-time fee. It gives your parcel priority cover if something goes wrong in transit. If your order is lost, stolen or arrives damaged, we resolve it straight away with a free replacement or a full refund, with no waiting on carrier investigations.

What's covered

• Lost in transit: tracking stops updating and your parcel has not arrived within 10 business days of the carrier's last scan (5 business days for Express).
• Marked delivered but missing or stolen: tracking shows delivered but the parcel cannot be found. Report within 10 days of the delivery scan.
• Damaged in transit: your items arrive broken, torn or otherwise damaged. Report within 10 days of delivery with photos of the item and packaging.

How to make a claim

Submit the form on our Contact page with your order number and a short description of the issue. For damage claims, include photos of the damaged items and the packaging they arrived in. Claims are reviewed within 1 to 2 business days. Approved claims are resolved with a free priority replacement or a full refund to your original payment method. Your choice.

What's not covered

• Incorrect delivery addresses entered at checkout. Contact us anyway and we will do our best to redirect or recover the parcel.
• Delays alone, where the parcel is still moving through the carrier network and arrives intact.
• Parcels held by the carrier awaiting collection, or returned to sender after a missed delivery.
• Change of mind. Our standard returns policy applies.

The fee

The Shipping Protection fee is shown in your cart and applies once per order. It is refunded in full if you cancel your order before dispatch. Once your order has shipped, the fee is non-refundable, except where required by law.

If you don't add Shipping Protection

You are still protected by your rights under the Australian Consumer Law, and we will always help if something goes wrong. The difference is process and speed. Without Shipping Protection, lost or damaged parcel claims are handled through the carrier's formal investigation process, which typically takes 10 to 15 business days before a replacement or refund can be issued.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law.