Standard Shipping

Express Insured Shipping

Delays outside our control

Severe weather, customs holds, carrier network disruptions, industrial action and public holidays in the destination country can extend the delivery windows shown above. We will keep you updated if we become aware of a significant delay affecting your order.

Lost or damaged parcels

Express Insured Shipping is covered against loss or damage in transit; if your parcel is confirmed lost or arrives damaged, contact us within 14 days of the expected delivery date and we will arrange a replacement or refund once the claim is confirmed with our carrier. Standard Shipping is tracked but not separately insured; if a Standard parcel is confirmed lost in transit, we will still work with you and our carrier to resolve it, consistent with the consumer guarantees described in the Rights By Country section below.

Incorrect or incomplete address

Please check your delivery address carefully at checkout. If a parcel is returned to us because an address was incomplete or incorrect, we will contact you to arrange re-delivery; a further shipping charge may apply to cover the cost of re-sending your order.

Refused or unclaimed parcels

If a parcel is refused on delivery, unclaimed from a carrier depot, or returned to us because of an unpaid customs charge, we will refund the product price once it is received back in resaleable condition, less the original outbound shipping cost and any return shipping cost we incur.

Australian Consumer Law — delivery within a reasonable time

Under Schedule 2 of the Competition and Consumer Act 2010 (Cth), where we have not agreed a specific delivery date with you, goods must be delivered within a reasonable time. If we fail to do so, you may be entitled to remedies including cancellation and a refund.

Accurate representations

Section 18 of the Australian Consumer Law prohibits misleading or deceptive conduct. Every shipping cost, timeframe and free-shipping claim on this page and at checkout reflects our genuine current practice.

Queensland-specific

As a business registered and dispatching from Alexandra Hills, Queensland, we handle all Australian shipping disputes under the federal Australian Consumer Law, the primary law applicable to our operations nationwide.

Escalation

If a shipping dispute is not resolved directly with us, you may contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission (ACCC).

FTC Mail, Internet, or Telephone Order Rule

Under 16 CFR Part 435, we must ship within the time stated at checkout, or within 30 days if no time is stated. If we cannot meet that timeframe, we will notify you and offer the choice of consenting to a delay or cancelling for a full refund.

FTC Act

The Federal Trade Commission Act prohibits unfair or deceptive acts around shipping costs and delivery claims; we do not misrepresent either.

State consumer protection laws

Individual states, including California, New York and others, maintain their own consumer protection statutes covering delivery representations and remedies. These apply according to your state of residence in addition to federal law.

Import screening

Parcels are subject to review by US Customs and Border Protection on entry; see the Customs & Import Duties section above.

Consumer Contracts Regulations 2013

We must deliver your order within 30 days of the day after you order, unless we have agreed a different timeframe with you, and we must give you clear information about delivery arrangements and costs before you complete your purchase, which we do at checkout and in this Policy.

Consumer Rights Act 2015

Goods must be of satisfactory quality and as described. Risk in your order remains with us until the goods come into your physical possession, or that of a person you nominated, at which point risk passes to you.

Import VAT and duty

See the Customs & Import Duties section above; charges collected by our courier reflect HM Revenue & Customs requirements and are outside our control.

Escalation

If a shipping dispute is not resolved directly with us, you may seek advice from Citizens Advice or the Competition and Markets Authority. These rights apply consistently across England, Scotland, Wales and Northern Ireland.

Provincial consumer protection statutes

Laws such as Ontario's Consumer Protection Act, 2002, and British Columbia's Business Practices and Consumer Protection Act, regulate accurate delivery representations for online purchases and provide remedies where goods are not delivered as represented. Equivalent statutes apply in other provinces and territories.

Competition Act (federal)

Prohibits false or misleading representations in promoting a product, including claims about delivery cost or timing, at the federal level across Canada.

Quebec

Under Quebec's Consumer Protection Act, consumer contracts must generally be drawn up in French unless the consumer expressly wishes to receive them in another language. If you are a Quebec resident, you may request a French-language version of this Policy by contacting us.

Escalation

Complaints can be raised with your provincial consumer protection office or the Competition Bureau of Canada.

Consumer Guarantees Act 1993

Goods must be delivered within a reasonable time where no delivery date has been agreed. If we fail to do so, you may be entitled to cancel your order and receive a refund.

Fair Trading Act 1986

Prohibits misleading or deceptive representations about delivery times and shipping costs; the figures in this Policy reflect our genuine, current shipping performance.

Goods and Services Tax Act 1985

Sets out when GST is collected at checkout on lower-value imported consignments versus at the border by New Zealand Customs on higher-value consignments; see the Customs & Import Duties section above.

Escalation

Complaints can be referred to the Commerce Commission or Consumer Protection, part of New Zealand's Ministry of Business, Innovation and Employment.