Who will be delivering my parcel?
This will depend on where you are located.
Metro addresses will be sent via Sendle, which utilises Fastway and Couriers Please
Regional and international parcels are sent via Auspost.
My order hasn’t arrived, who do I contact?
In the first instance, please speak to either Auspost or Sendle directly. They will be able to locate and provide information on your parcel.
If you are not making any headway with them, then contact us.
Currently, we are unable to ship to PO Boxes or Parcel Lockers.
All parcels will be labelled with “authority to leave” unless you ask us not to place that on.
All orders are typically processed and shipped within 2 days, irrespective of which method of shipping you select.
I haven’t received my order, but have a tracking number. Do I contact you to follow up?
No, you are best to follow up directly with the courier company specified in your tracking. We have access to the same information that you do.
With sendle, you can contact them and lodge enquiries from your tracking page. Simple!
For parcels labelled StarTrack, you can contact either StarTrack or Auspost (they are the same company).
Shipping delays due to COVID
Everyone is experiencing delays, and recent news articles mention that Auspost alone has had an increased parcel volume of 180%+. Please be patient, and contact the courier company directly for shipping issues.
Once parcels are picked up, we have no control over what happens to them. I would like to be able to hurry your parcel along, but we can’t.
In regards to Auspost/StarTrack parcels, they are no longer scanning on pickup. They are being taken direct to The Dandenong centre, who then sends it out of state to Brisbane, Sydney, Hobart, Adelaide, even Perth for sorting. This is due to the stage 4 lockdowns and Auspost mandatory reduction of staff numbers. They simply cannot process the volume.
Onec the out of state sorting does whatever they need to do, they are then sent back to Dandenong, then sent to your local depot before they go out for delivery.
This has been in Victorian news regularly over the course of the pandemic (google auspost delays and COVID). This is why we have made the change to using Sendle, this is why parcels are taking so long to be delivered. We have absolutely no control over this (although we wish we did!)