All orders are made to order, and as such are subject to production time. You will receive information on production times during checkout and be required to acknowledge these times before purchasing.
During busy periods such as holidays or product launches, these times can inflate up to two extra weeks, however we do endeavour to meet these times as quickly as physically possible.
If you have any concerns about your order, please us the CONTACT page to get in touch (please try not to use this unless absolutely necessary, as it clogs up the pipelines while we work on orders!)
Some items have a Regular, or Priority service type. Selecting Priority will move your item up the list so that we can print/engrave/create your product ahead of Regular service items. This does not provide express shipping, only priority production over other orders.
All orders have three shipping options.
Standard Untracked, which provides a consignment number and basic tracking updates (in-transit,delivered) and will take between 1-7 business days (Australia) or 5-20 business days (worldwide).
Standard Tracked, which provides a consignment number which can be tracked, and will update you when leaving Australia, arriving in your country, going through customs and (usually) that it will be coming the next day.
Standard Tracked + Insured, which provides tracking AND parcel insurance, which provides cover should your parcel be lost or damaged during transit. We do our best to package items appropriately to protect against damage, but cannot guarantee anything once the parcel leaves our premises, so insurance is a good idea. Shipping times are same as above.
We currently do not offer an express shipping option. If you are in need of a product urgently, please contact us with your order number and request and we will see what we can do (unfortunately we can’t guarantee anything, but will always do our best for you!)
Parcels sent by Standard Shipping do not require a signature on delivery, and may be left on the premises, depending on the postal services’ policy in your country. The seller assumes no responsibility for parcels that are deemed ‘Delivered’ by the local postal service but cannot be located by the buyer. In this case, the buyer must work with their local postal service to determine the outcome of the claim of lost product.
Parcels sent by Insured Shipping also do not require a signature on delivery, but if reported lost will be investigated by us once notified of an issue by the buyer, this process can take up to 30 days for international orders. We will work with our postal service to investigate the issue, and once deemed lost in transit, will be replaced or refunded. These cases must be treated on a ‘case-by-case’ basis, if you have concerns of a lost parcel, please contact us and we will advise the course of action.
Returns are gladly accepted. Please contact us within 14 days of receiving your purchase to organise a return. Returned items must be returned in full (no missing parts) in original condition and packaged to protect the product (you can re-use the original packaging, just cover up/remove old shipping labels).
Once you have requested a return and received confirmation, please ship your item/s back to the address given during organisation. Shipping costs are to be covered by the buyer, the seller assumes no responsibility for return shipping costs.
Because of the nature of these items, unless they arrive damaged or defective, returns for custom or personalised orders cannot be accepted.
If you are unsure whether you can return your item, please contact us, we always try to work with our buyers!