Delivery Terms & Conditions

Authority to leave, transit times, failed deliveries, damaged parcels, and the situations customers ask about most.

This article covers how delivery works on every order with us — what we promise, what's outside our control, and the rules we apply consistently to keep delivery costs down and parcels moving. Placing an order means you accept the terms below. We've kept it short and plain.

The key points at a glance

• Authority to Leave (ATL) applies to every order. The courier may leave your parcel in a safe place if no one is home.
• Transit time is courier-controlled once your order is dispatched.
• Damage in transit: tell us within 48 hours of delivery and keep the packaging.
• Wrong / incomplete address resulting in return-to-sender (RTS) is rebillable for redelivery.
• PO Boxes and parcel lockers are generally not supported.
• Failed delivery attempts (no answer, unsafe drop) trigger a courier card-and-go or RTS — we don't control which.
• Tracking is provided on every dispatched parcel via your account and email.

1. Authority to Leave (ATL)

Every order ships with Authority to Leave switched on. This means the courier driver is permitted to leave your parcel in a reasonable, safe location at the delivery address — typically out of sight from the street, sheltered from weather where possible.

You can shape where the parcel is left by using the Delivery instructions field at checkout. Drivers see this on their manifest. Useful examples:

• "Leave at reception, Level 4, ask for Sam"
• "Side gate is unlocked — leave on covered porch"
• "Gate code 1234, leave behind the planter"
• "With neighbour at #15 if not home"

Once a parcel has been left under ATL at the address you provided, the delivery is treated as complete. We can't refund or replace parcels that go missing after a successful ATL drop — please make sure your delivery address has a safe spot, or use a workplace address with daytime reception.

2. Transit time and dispatch

We give you a production window when you order. Once your parcel is dispatched, transit time is up to the courier:

• Metro Australia: typically 1–3 business days from dispatch.
• Regional Australia: typically 3–7 business days from dispatch.
• Remote postcodes: can take longer; check tracking for the latest scan.

Courier networks occasionally run slow due to weather, peak season, or operational issues. We're not able to compensate for transit delays once a parcel has left us, but we'll happily chase the courier on your behalf — the fastest path is to message us with your order number.

3. Damaged parcels

If your parcel arrives visibly damaged — crushed, torn, wet — or the items inside are damaged in transit:

1. Tell us within 48 hours of delivery. The carrier claim window is short.
2. Keep the outer packaging until we've sorted it. Photos of the box are part of the claim.
3. Send photos of the damaged box and the damaged items.

We lodge the carrier claim — you don't need to. If the damage is on us (a production issue rather than transit), the same 48-hour ask doesn't apply; you can read more in How to report a fault with your delivery.

4. Failed deliveries and RTS

A few situations cause a parcel to come back to us:

• Address incomplete or wrong: the parcel will be returned to sender. Redelivery costs are rebillable to you.
• Unsafe to leave under ATL (no safe spot, locked gate, apartment with no reception): driver leaves a card; you'll need to follow the courier's instructions to redirect or collect.
• Parcel unclaimed at depot: if you don't collect within the courier's holding window (usually 5–10 days), the parcel returns to us.

When a parcel comes back to us as RTS, we'll reach out by email/SMS to confirm a corrected address. Redelivery is charged at the courier's quoted rate. If you'd rather refund than redeliver, the original outbound shipping cost isn't refundable.

5. Address types we can and can't ship to

• Street addresses — yes, the standard.
• Workplaces and offices — yes, and usually the best option for ATL.
• Apartments and units — yes; please include unit number and whether reception accepts parcels.
• PO Boxes — generally not supported; many couriers won't deliver. Please use a street address.
• Parcel lockers — generally not supported.
• Construction sites / events / temporary addresses — only with a clear contact name and number in delivery instructions, and at your risk.

6. Tracking and proof of delivery

Every dispatched parcel gets a tracking number. You'll see it in your order details on your account and in the dispatch email. The courier records GPS coordinates and (where available) a photo at ATL drop — that record is what we treat as proof of delivery.

Commonly asked situations

"Can I switch off Authority to Leave for my order?"

No — ATL is part of our delivery terms and applies to every order. If you need a signature on delivery for a specific reason (high-value drop to an empty office, for example), reach out to us before dispatch and we'll see what the courier offers; some signature-on-delivery options are available at extra cost.

"My tracking says delivered but I can't find the parcel."

Check the courier's GPS / photo record on the tracking page first — it usually shows where the driver left it. Then check with anyone else at the address (housemate, reception, neighbour). If it still can't be found within 24 hours, message us with your order number and we'll request the courier's full proof-of-delivery file. Outcomes depend on what the courier record shows.

"The driver left my parcel somewhere unsafe / in the rain."

Send us a photo of where it was left and a photo of any damage. If the drop was unreasonable for the address, we'll lodge it with the courier as a service complaint. If items inside got wet/damaged, treat it as damage in transit (point 3 above) and we'll handle the claim.

"Can I change the delivery address after ordering?"

Yes — as long as we haven't dispatched yet. Open the order in your account and message us, or reply to the order confirmation email. After dispatch, address changes go through the courier directly and a fee usually applies.

"My parcel hasn't moved on tracking for several days."

Couriers occasionally have a quiet period between scans, especially across long-haul legs or weekends. If there's been no movement for 3 business days, message us — we'll lodge a trace with the courier. Most "stuck" parcels resume movement within a day or two.

"Can I collect from your warehouse instead?"

No — we ship from a production facility that isn't set up for customer pickups. Every order ships via courier.

"Do you ship internationally?"

Not currently — we ship within Australia only.

"What if the parcel is stolen after the driver leaves it?"

Once a parcel has been delivered under ATL at the address you provided, it's considered delivered for the purposes of our terms. We can't refund or replace stolen parcels. If it's a recurring problem at your address, please use a workplace address or add specific instructions for a more secure spot.

"What if my parcel arrives but is missing items?"

Photograph the open carton showing the items present, then message us within 7 days of delivery with your order number and the photo. Short-shipped items are usually a packing error and we'll resolve quickly — see How to report a fault with your delivery for the full reporting flow.

How these terms relate to our other policies

Delivery is one part of the order experience. Two other articles explain the most-asked-about parts:

• What "approved mockup" means — the spec your order is produced to, and what counts as a defect vs. an industry tolerance.
• Refunds, Returns & Replacements — overview — the replacement-first ladder we follow when something needs fixing.