INTERNATIONAL ORDERS
All international orders are handled by AusPost and leave Australia in their hands. Once the shipment lands in the destination country the shipment will be handled solely by the local postal service (USPS, Royal Mail, La Poste for example). To be ensure your package arrives on time it’s best to follow it via your countries local postal service.The tracking number supplied will work with all local services and supply you with detailed tracking updates (if you selected tracking), as well as options to be notified by email or SMS. We recommend requesting notifications for both!
Once it lands in your country:
If your package is tracked it is recommended to follow it’s progress from the date of the shipping confirmation. The most common delay can be caused by customs in the destination country and you will be notified within your local postal service tracking of the delay. Every country has different duty and tax requirements which are the customers responsibility.
Customs: All local shipping taxes and duties are the responsibility of the customer.
After Customs:
Once your order has landed and cleared customs it is recommended to continue following the progress of your package and make sure you know when it is expected to arrive. You can contact the local postal service to handle any delivery requests or questions regarding it’s arrival.
Missed Delivery:
If you miss a delivery date the local carrier will notify you via tracking and in most cases a missed delivery card. Online tracking is more reliable and recommended to get accurate updates on the missed delivery and reasoning. They will often attempt to redeliver and if unsuccessful will hold your package for around 2-4 weeks (depending on the country). Packages are often held at your nearest post office but it is best to contact your local postal service to find where it is being held. It is recommended to contact them as soon as possible to ensure the package does not get returned to the sender.
Missed deliveries depend on the destination country but are often left in either a safe place or a collection card will be left. The card will ask you to collect it from the local post office.
If your delivery is still not there and 21 business days have passed it is worth checking in with your local post office to see if they are holding your package. They can often keep note of your name and inform you if it arrives there and is ready for collection.
The best way to ensure it arrives safely and on time is to keep an open line of communication with your local post office.
UNCLAIMED AND RETURNED PACKAGES
Each local postal service will hold your package for a set amount of time (usually between 2-4 weeks) depending on the country. If you do not take any action to contact and/or claim your package at your local post office it will be returned to the sender and additional shipping to resend your package will be required.