Shipping policy

Shopify Store Shipping Policy
Welcome to our store! This shipping policy is tailored specifically for our core Australian market, clearly outlining order processing, domestic Australian and relevant delivery areas, shipping fees, delivery times, and important notes. It is designed to help you understand the entire order delivery process and ensure a smooth and hassle-free shopping experience. We have a strong focus on the Australian market and work closely with premium carriers to provide efficient, reliable delivery services for Australian customers, balancing service quality and cost-effectiveness. Thank you for your understanding and support.

I. Order Processing Time

1. Regular Processing: All orders will be sorted, packed, and dispatched within 1-3 business days of successful payment (excluding weekends and public holidays). If you complete your payment before 5:00 PM (Beijing Time) on a business day, your order will be prioritised in the processing queue to reduce dispatch wait time; orders paid after 5:00 PM will be processed the next business day.
2. Special Circumstances: During holidays and promotional events (such as Black Friday, Christmas, and Chinese New Year), order volumes will increase significantly, and processing times may extend to 3-5 business days. We will notify you in advance via the announcement section on our store’s homepage, so please keep an eye out. Processing times for custom-made or pre-ordered items are as indicated on the product details page, usually 5-7 business days.

II. Delivery Scope and Carriers

1. Delivery Coverage: We focus on the Australian market and offer delivery across all of Australia, with priority coverage for major cities and their surrounding areas, including Sydney, Melbourne, Brisbane, Perth, and Adelaide. The exact deliverable locations are displayed at checkout. We do not currently deliver to remote uninhabited areas, military restricted zones, or some remote islands in Australia. If your delivery address falls into one of these categories, we will contact you proactively to cancel the order and issue a full refund. We also offer delivery to a small number of countries surrounding Australia, with details available at checkout.
2. Partner Carriers: We focus on the Australian market and have established close partnerships with high-quality local and cross-border carriers officially partnered with Shopify. Taking into account Australia’s vast geography and reliance on a combination of sea and air freight, we automatically match the most suitable logistics service for your order. Our core partner carriers include DHL Express, Sendle, and Australia Post, offering discounts of up to 88% on shipping fees. Leveraging the deep cooperation between DHL and Shopify, we also assist with Australian customs declaration processes to ensure efficient, compliant, and cost-effective delivery.
3. Important Notes: PO Box deliveries are not supported in some remote areas of Australia (such as parts of the Northern Territory and remote towns in Western Australia), and a remote area surcharge may apply, with details displayed at checkout. If you provide a PO Box address that results in delivery failure, we will contact you to confirm the correct address; if we are unable to confirm the address, we will cancel the order and issue a full refund. Oversized or overweight items (single packages exceeding 31.75kg in weight or exceeding carrier size limits) may require split delivery or additional shipping fees, which our customer service team will discuss and confirm with you in advance.

III. Freight Rates

We offer three flexible shipping fee calculation methods, automatically matched to your order to ensure transparent, no-hidden costs:
1. Free Shipping Policy: For our core Australian market, free shipping is available across Australia when your order meets the specified minimum amount (details are displayed on the store’s homepage or product details page). Free shipping only covers basic delivery costs and does not include express delivery fees, insurance fees, or remote area surcharges.
2. Fixed Shipping Fees: For Australian orders that do not meet the free shipping threshold, fixed shipping fees apply based on the domestic Australian region (major cities/remote areas). The exact fees are displayed in real time at checkout and will not change due to minor fluctuations in package weight or size (excluding oversized or overweight items).
3. Carrier-Calculated Shipping Fees: Accurate shipping fees are calculated in real time by our partner carriers based on package weight, size, and delivery address, displayed at checkout. This ensures the shipping fee you pay matches the actual delivery cost, making it suitable for large or multiple-item orders.
4. Additional Fees: Value-added services such as express delivery, package insurance, and remote area delivery within Australia require additional payment, with specific amounts available for selection and review at checkout. For Australian import orders, in accordance with Australian Customs regulations, goods with a declared value below AUD 1000 do not require formal customs declaration and duty payment (excluding alcohol and tobacco), but a Self-Assessed Clearance (SAC) declaration must be submitted, which we will assist with. Goods with a declared value above AUD 1000 require formal customs declaration and are subject to Goods and Services Tax (GST, 10% rate), customs duty (0%-10%, 5% for most goods), and related service fees. If you hold a China-Australia Free Trade Agreement (ChAFTA) Certificate of Origin (COO), you may be eligible for duty reductions or exemptions. All import duties and taxes are the responsibility of the recipient; we do not bear any related costs.

IV. Delivery Time

Delivery times are calculated from the day the order is dispatched, excluding order processing time, weekends, and public holidays. We focus on domestic Australian delivery times, and taking into account Australia’s logistics characteristics (economical sea freight and fast air freight), the following are estimated delivery times (add 2-3 business days for remote areas in Australia):
1. Domestic Australian Delivery: For major cities (Sydney, Melbourne, Brisbane), standard delivery takes 2-4 business days, and express delivery takes 1-2 business days, with priority given to Australia Post and Sendle services. For non-major cities, standard delivery takes 3-6 business days, and express delivery takes 2-3 business days.
2. Cross-Border Delivery (if applicable): We only offer delivery to a small number of countries surrounding Australia, with estimated delivery times as follows:
  • New Zealand: Standard delivery takes 5-7 business days, express delivery takes 3-4 business days (DHL Express is preferred);
  • Papua New Guinea: Standard delivery takes 7-10 business days, express delivery takes 5-6 business days;
  • Other countries surrounding Australia: Standard delivery takes 8-12 business days, express delivery takes 6-8 business days (DHL Express is preferred);
  • Non-surrounding countries: Delivery is not a priority, with exact delivery times and availability displayed at checkout.
Note: The above are estimated delivery times. Domestic Australian delivery may be delayed due to weather, peak logistics periods (such as Christmas and Black Friday), or road conditions in remote areas. Cross-border delivery may be delayed due to Australian customs clearance processes (especially for goods with a declared value above AUD 1000). We will track the logistics status in real time and promptly inform you of any abnormalities.

V. Logistics Tracking

1. Tracking Information Generation: After your order is dispatched, we will generate a logistics tracking number within 1-2 business days and send the tracking link to the email or mobile phone number you provided at checkout. You can also check the real-time logistics status in "My Orders" on your Shopify store account.
2. Handling Tracking Abnormalities: If you notice that the tracking information has not been updated for more than 3 business days, or if it shows "Delivery Failed" or "Address Invalid", please contact our customer service team promptly. We will immediately communicate with the carrier to verify the issue and assist you in resolving it to avoid loss or delay of your package.

VI. Handling Delivery Anomalies

1. Delivery Delays: For delivery delays caused by force majeure (weather, pandemics, customs policy adjustments, peak logistics periods), we will make every effort to coordinate with the carrier to speed up delivery. We will not be liable for additional compensation but will provide real-time logistics updates and necessary assistance. If the delay is caused by our own error (such as order processing mistakes or incorrect package delivery) and exceeds the agreed delivery time by 3 business days, we will offer you a corresponding coupon or shipping fee reduction as compensation.
2. Lost Packages: If the logistics tracking shows that the package has been dispatched but has not been delivered within 10 business days of the estimated delivery time, and we confirm with the carrier (such as Australia Post or DHL) that the package is lost, we will offer you two solutions: ① A full refund (including the product price and shipping fee); ② Free re-delivery (if the product is still in stock). You can choose either option, and we will complete the process within 3 business days of your confirmation to ensure your rights and interests are protected.