Delivering your order

Every order ships from us in a plain, secure padded envelope with tracking, and delivery is free on any order over $300.00 — regular or express, your choice. This page sets out exactly what happens after you pay, how long each shipping method takes, how to track the parcel yourself, and what to do if one is late — so there are no surprises between checkout and your letterbox.

What happens after you order

1. You receive an email confirming your order details straight away. If it does not arrive, check your spam folder before assuming something went wrong.
2. Once your payment has been verified, your order is packaged and shipped the next morning.
3. A tracking number becomes available within the following two days, so you can follow the parcel yourself rather than waiting on us.

Shipping methods, times and cost

The free-shipping threshold applies to both methods: once your order passes $300.00, express costs you nothing extra either, so there is no reason to accept the slower option on a large order. Below that figure the rates above apply and you choose which trade-off you prefer.

Business days mean weekdays: a three-week regular delivery spans about a month of calendar days once weekends and public holidays are counted. If you need the order by a particular date, express is the honest choice — regular post is economical precisely because it is not in a hurry.

Tracking your parcel

Once your parcel has a tracking number, you do not need to ask us where it is — you can check it yourself, at any hour, on the Australia Post tracking page:

Two things are normal and worth knowing in advance, because they cause most of the worried emails we get:

• Tracking can appear to stall for several days while a parcel is in transit between countries or waiting to be scanned. Movement usually resumes without anything being wrong.
• The last leg is the local post, so final delivery follows Australia Post's normal schedule and card-if-you're-out rules.

Packaging and discretion

Orders travel in a plain padded envelope. There is nothing on the outside identifying the contents, the products or what we sell — no branding, no product names, no clues in the sender line. If you live in a share house or have parcels delivered to work, that is usually the detail people want confirmed before ordering, so we state it plainly rather than leaving it to be discovered.

Extra protective packaging is available as a paid option at checkout. It wraps the parcel in additional layers of protective material to guard the contents in transit — worth considering if your post is handled roughly, left in a hot letterbox, or travelling a long way. It is an optional add-on: you will see it, and its cost, on the checkout page before you pay, and the discretion described above is unchanged either way.

If your order is late, or anything else goes wrong

If there is any issue at all with your order — it is late, the tracking has not moved, something arrived damaged, or you simply want an update — get in touch and we will look into it. Two ways to reach us, both answered by a person:

• the contact form, which reaches us immediately; or
• email us directly at [email protected].

Include your order number and the email address you ordered with, and we can usually resolve it in one reply. Our refund policy is straightforward and worth reading before you worry: if an order does not arrive we reship it at our expense, and if the reship also fails we refund you in full. You are not expected to absorb a lost parcel.

If you need to stop an order rather than chase it, see cancelling your order — cancellation is possible before your order ships, usually within 24 hours of placing it.