Shipping Policy

• $8.85* flat rate shipping on orders less than $99.

* Please Note: Parcels with combined chargeable weight of over 5kg will be subject to a $1.50 per kilo heavy order charge. (The heavy order charge is exempted for orders delivered to Melbourne metro suburbs)

Chargeable Weight

Calculation of chargeable weight takes cubic weight into consideration . The cubic weight or the actual weight, whichever is greater is used when calculating the chargeable weight.  

(Cubic weight is calculated by length (m) x width (m) x height (m) x 250)
 

Insurance

In order to keep postage costs low for our customers, insurance for loss or damage in transit is not automatically included with orders. However we do have optional insurance available at a subsidised price.

Parcel Tracking

If your parcel has not arrived as expected, please check your shipping confirmation email for your parcel tracking number and the link for tracking your parcel. You can also obtain this information by logging into your member’s account in the top right hand of this website. The most common reasons for parcels not arriving as expected are due to an unexpected delivery transit delay, a misplaced delivery calling card or an error with calculating delivery transit time (it’s from the date an order is shipped, not the date of order placement). If you are unable to track your parcel online and you’ve allowed an extra day in case of unexpected transit delays, please contact us for further assistance. 

Lost or Damaged Parcels

Thankfully it is very rare for a parcel to be lost or damaged in transit. Insurance is not automatically included with orders but is available for optional purchase. If you purchased insurance and wish to make a claim, please contact us for assistance.

All claims for uninsured parcels are to made directly with the delivery carrier. Once a parcel is handed to our delivery carrier it is out of our control and the responsibility passes to the carrier and/or receiver. We package orders carefully to avoid damage in transit under normal circumstances and inspect all items to ensure they are in mint condition. A parcel tracking number is included, with signature or person-to-person required, to help minimise potential loss in transit or misdelivery.

Not Home for Delivery

 A signature is required for all deliveries (unless Authority to Leave has been given). If you are not home, the driver will leave a calling card in your mail box or at the front door. This will have instructions to pick up your parcel at the post office or to ring the courier for a free re-delivery. Please respond promptly to calling cards to avoid your parcel potentially being returned to sender. If you haven’t received a calling card and your parcel is overdue, please track your parcel.
 

Return to Sender Parcels

 If a parcel is returned to us as undeliverable (eg. due to incorrect address details supplied to us, failure to respond to delivery calling cards etc), we will re-deliver for an additional postage and handling fee of $9.95 or actual postage cost if greater than this amount.