Shipping policy

Thank you for shopping with austm.shop.

This Shipping Policy explains our order processing procedures, free standard shipping, estimated delivery times, parcel tracking, delivery delays, address changes, missing parcels, damaged shipments, and other delivery-related matters.

By placing an order through austm.shop, you acknowledge and agree to this Shipping Policy.

Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

1. Contact Information

For questions about shipping, dispatch, tracking, delivery delays, or missing parcels, contact:

Store name: austm.shop
Email: info@austm.shop
Phone: +61 417 016 649
Business address: 29/51–63 Euston Road, Alexandria NSW 2015, Australia

Please include your order number when contacting us about an existing order.

2. Shipping Destinations

austm.shop currently provides standard delivery to eligible residential and business addresses throughout Australia.

Delivery availability may depend on:

• The destination postcode;

• Carrier service coverage;

• Product size or weight;

• Remote-area restrictions;

• Parcel locker or PO Box limitations;

• Dangerous goods restrictions; and

• Other applicable carrier or legal requirements.

If we are unable to deliver to the address provided, we will contact you to request an alternative address or provide an appropriate solution.

3. Free Standard Shipping

We provide free standard shipping on all eligible orders delivered within Australia.

There is no minimum order value required to receive free standard shipping.

For eligible orders, the standard shipping charge displayed at checkout will be:

AUD $0.00

Free standard shipping applies to the original standard delivery of an eligible order.

It may not cover:

• Express or priority delivery requested by the customer;

• Special delivery arrangements;

• Address redirection fees;

• Redelivery caused by incorrect information;

• Redelivery of an unclaimed parcel; or

• Other optional carrier services.

Any optional charge will be clearly displayed or communicated before it is accepted.

4. Order Processing Time

Orders are generally processed within:

1–3 business days

Business days are Monday to Friday, excluding New South Wales and Australian public holidays.

Order processing may include:

• Payment confirmation;

• Fraud-prevention checks;

• Address verification;

• Product preparation;

• Quality inspection;

• Packaging; and

• Handover to the shipping carrier.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing may take longer during:

• Major promotional periods;

• Public holidays;

• Periods of unusually high order volume;

• Payment verification;

• Address verification;

• Product availability checks;

• Severe weather; or

• Other circumstances outside our reasonable control.

5. Estimated Delivery Time

After an order has been dispatched, the estimated standard delivery time is:

15–20 business days

The 15–20-business-day delivery estimate begins on the date the order is dispatched, not on the date the order is placed.

Order processing time is separate from the estimated delivery period.

The estimated total period from order placement to delivery is therefore generally:

16–23 business days

This estimate includes our usual processing period and standard delivery period but excludes weekends and public holidays.

6. Meaning of Business Days

Business days are Monday to Friday and do not include:

• Saturdays;

• Sundays;

• New South Wales public holidays;

• National Australian public holidays; or

• Public holidays applying at the delivery destination.

Public holiday periods may increase processing and delivery times.

7. Delivery Estimates

Delivery timeframes are estimates and are not guaranteed appointment dates unless we expressly confirm a guaranteed delivery date in writing.

Actual delivery times may vary depending on:

• The destination postcode;

• Metropolitan, regional, rural, or remote location;

• Carrier capacity;

• Seasonal demand;

• Public holidays;

• Severe weather;

• Transport network disruptions;

• Product availability;

• Security checks;

• Address verification; and

• Circumstances outside our reasonable control.

We will take reasonable steps to process and deliver orders within the estimated timeframe.

8. Regional and Remote Areas

Orders delivered to regional, rural, remote, or offshore locations may require additional time.

Additional time may be required where:

• The destination is outside regular metropolitan routes;

• The parcel must be transferred between carriers;

• Delivery services operate only on selected days;

• Special transport is required; or

• Weather or access restrictions affect the destination.

Free standard shipping will continue to apply to eligible orders unless the customer requests an additional optional service.

9. Order Confirmation

After placing an order, you should receive an order confirmation email.

The confirmation may include:

• Your order number;

• Products ordered;

• Selected sizes and colours;

• Delivery address;

• Billing information;

• Order total; and

• Payment status.

Please review the order confirmation carefully.

If any information is incorrect, contact us immediately at:

info@austm.shop

An automated order confirmation means that we have received your order. It does not necessarily mean that the order has been processed or dispatched.

10. Shipping Confirmation

After your order has been dispatched, we will normally send a shipping confirmation email.

The shipping confirmation may include:

• The dispatch date;

• The carrier’s name;

• A tracking number;

• A tracking link; and

• Available delivery information.

Please check your spam or junk folder if you do not receive the shipping confirmation in your main inbox.

11. Tracking Information

Where tracking is available, customers can use the tracking number provided in the shipping confirmation email.

Tracking information may take several business days to become active after the parcel has been handed to the carrier.

A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

Some carriers do not scan parcels at every stage of transit, and tracking may update only when the parcel reaches another facility or the local delivery network.

12. Multiple Parcels

Orders containing multiple products may be divided into separate parcels.

This may occur because of:

• Different fulfilment locations;

• Product availability;

• Parcel size or weight restrictions;

• Carrier requirements; or

• The need to avoid unnecessary delays.

Where an order is divided into multiple parcels:

• You will not be charged additional standard shipping fees;

• The parcels may arrive on different dates;

• Separate tracking numbers may be issued; and

• Receiving only part of the order does not necessarily mean that the remaining products are missing.

13. Delivery Address Requirements

Customers must provide complete and accurate delivery information when placing an order.

The address should include:

• Recipient’s full name;

• Street number and street name;

• Unit or apartment number where applicable;

• Suburb or city;

• State or territory;

• Postcode;

• Country;

• Valid telephone number; and

• Any necessary access instructions.

Customers should verify all delivery details before submitting an order.

14. Incorrect or Incomplete Addresses

austm.shop is not responsible for a delay caused solely by incorrect or incomplete delivery information supplied by the customer where we did not have a reasonable opportunity to correct it.

Examples include:

• Incorrect postcode;

• Missing apartment or unit number;

• Incorrect street number;

• Misspelled suburb;

• Incorrect state;

• Invalid telephone number; or

• An address that cannot be accessed by the carrier.

Additional redelivery or address-correction costs may apply where the failed delivery was caused by incorrect information supplied by the customer.

No charge or deduction will be imposed where doing so would interfere with a right or remedy under applicable law.

15. Address Changes

To request an address change, contact us immediately at:

info@austm.shop

Please provide:

• Your full name;

• Your order number;

• The original delivery address; and

• The correct delivery address.

We will make reasonable efforts to update the address before dispatch.

However, an address change cannot be guaranteed once an order has been processed, packed, or handed to the carrier.

After dispatch, the carrier may be unable to redirect the parcel or may charge a redirection fee.

16. PO Boxes and Parcel Lockers

Delivery to PO Boxes, parcel lockers, or collection points may be available for selected products and carriers.

A physical residential or business address may be required where:

• The parcel is too large;

• The parcel exceeds weight restrictions;

• A signature is required;

• The carrier does not service the selected location; or

• The product is subject to delivery restrictions.

If the selected address cannot be serviced, we will contact you for an alternative address.

17. Delivery Attempts

Depending on the carrier and delivery location, the carrier may:

• Deliver the parcel to a person at the address;

• Leave the parcel in a safe location;

• Leave a delivery notice;

• Transfer the parcel to a collection point;

• Contact the recipient;

• Attempt delivery again; or

• Return the parcel to the sender.

Customers are responsible for monitoring available tracking information and collecting parcels within the period specified by the carrier.

18. Authority to Leave

Where the customer requests or authorises a parcel to be left unattended, the carrier may leave the parcel at the nominated location.

Customers should select a location that is:

• Secure;

• Protected from weather;

• Not clearly visible from the street; and

• Reasonably accessible to the carrier.

Requesting authority to leave may increase the risk of theft, loss, or weather damage after the parcel has been correctly delivered.

Nothing in this section excludes responsibility that cannot lawfully be excluded.

19. Unclaimed or Refused Parcels

A parcel may be returned to the sender where:

• Delivery is refused;

• The parcel is not collected;

• The address is incorrect or incomplete;

• The recipient cannot be located;

• Access to the property is unavailable; or

• The carrier has exhausted its delivery attempts.

If a parcel is returned, we will contact the customer to discuss:

• Redelivery;

• Correction of the address;

• Cancellation; or

• A refund where appropriate.

Reasonable redelivery or return costs may apply where the failed delivery was caused by the customer.

No deduction will be made where the delivery failure was caused by austm.shop or where a deduction would limit a statutory consumer right.

20. Delivery Delays

Delivery delays may occur because of:

• Severe weather;

• Floods, bushfires, or natural disasters;

• Public holidays;

• Industrial action;

• Carrier network congestion;

• Transport interruptions;

• Security inspections;

• Incorrect delivery information;

• Remote-area restrictions;

• Major promotional periods;

• Public health emergencies; or

• Other events outside our reasonable control.

If we become aware of a significant delay, we may contact you using the email address or telephone number provided with the order.

21. Significantly Delayed Orders

If your order has not arrived after the estimated 15–20-business-day delivery period, please contact:

info@austm.shop

Include:

• Your full name;

• Your order number;

• The delivery address;

• The tracking number; and

• Any relevant tracking information.

We will take reasonable steps to:

• Review the tracking history;

• Confirm the delivery address;

• Contact the carrier or fulfilment provider;

• Investigate the delay;

• Provide available updates; and

• Offer an appropriate solution where required.

Depending on the circumstances, the solution may include:

• Continued delivery with your agreement;

• A replacement shipment;

• Cancellation of the affected product; or

• A refund.

22. Lost Parcels

A parcel may be treated as lost after:

• The estimated delivery period has passed;

• The tracking information has been reviewed;

• The delivery address has been confirmed;

• The carrier has had a reasonable opportunity to investigate; and

• The parcel cannot be located or delivered.

Where the carrier confirms that a parcel was lost before delivery, we will provide an appropriate remedy.

The remedy may include:

• Sending a replacement product; or

• Issuing a refund.

The available remedy may depend on product availability and the customer’s rights under applicable law.

23. Parcels Marked as Delivered

If tracking shows that a parcel was delivered but you cannot locate it, please:

1. Check the delivery location carefully;

2. Check entrances, gates, garages, and safe locations;

3. Ask household members or building staff;

4. Check with neighbours where appropriate;

5. Review any delivery or collection notice; and

6. Contact the carrier where tracking details allow.

If the parcel remains missing, contact us at info@austm.shop.

We will review the available delivery evidence and assist with an investigation.

A delivered tracking scan does not automatically prevent further investigation where there is reasonable evidence that the parcel was not delivered correctly.

24. Damaged Parcels

If your parcel or product arrives damaged, contact us as soon as reasonably possible.

Please provide:

• Your order number;

• A description of the damage;

• Photographs of the outer packaging;

• Photographs of the shipping label;

• Photographs or videos of the damaged product; and

• Details of any missing contents.

Keep the product and packaging until we have completed our assessment or advised that they may be discarded.

Where a product was damaged before delivery, we will provide an appropriate remedy in accordance with our Return and Refund Policy and applicable law.

25. Incorrect or Missing Products

Contact us if you receive:

• The wrong product;

• The wrong size or colour;

• An incomplete order;

• A product different from its description; or

• A parcel with missing contents.

Please include your order number and clear photographs of:

• The product received;

• The packaging;

• The shipping label; and

• Any product labels or barcodes.

After reviewing the matter, we may provide:

• The correct product;

• A replacement;

• Completion of the order; or

• A refund.

26. Order Changes and Cancellations

Contact us as soon as possible if you wish to change or cancel an order.

We will make reasonable efforts to assist, but changes and cancellations cannot be guaranteed after an order has been processed, packed, or dispatched.

If the order has already been dispatched, it may need to be returned in accordance with our Return and Refund Policy.

27. Customs, Taxes, and Additional Charges

Prices and mandatory charges payable at checkout will be displayed before the order is completed.

For eligible Australian orders, standard shipping is free.

We will not intentionally advertise free standard shipping and then add an undisclosed mandatory standard delivery fee after checkout.

Where an unexpected customs, import, or regulatory charge is requested, contact us before making payment so that we can review the matter.

28. Delivery Restrictions

We may be unable to ship certain products to particular locations because of:

• Legal restrictions;

• Product safety requirements;

• Carrier restrictions;

• Dangerous goods requirements;

• Parcel size or weight limits;

• Biosecurity rules; or

• Other regulatory obligations.

If a restriction prevents us from fulfilling a paid order, we will notify the customer and provide an appropriate alternative or refund.

29. Risk of Loss

Risk of accidental loss or damage generally passes to the customer when the parcel is delivered to:

• The customer;

• A person authorised by the customer;

• The nominated delivery address; or

• A collection point selected or authorised by the customer.

This provision does not remove any right or remedy relating to:

• Non-delivery;

• Incorrect delivery;

• Carrier negligence;

• Damage occurring before delivery;

• Faulty products; or

• Any liability that cannot lawfully be excluded.

30. Returns

Do not return products to our business address without contacting us first.

The authorised return address may be different from our business correspondence address.

Returns, refunds, replacements, and exchanges are governed by our Return and Refund Policy.

31. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Shipping Policy limits your rights where:

• An order is not supplied within an agreed or reasonable time;

• A parcel is lost before delivery;

• A product arrives damaged;

• An incorrect product is supplied;

• A product is faulty or unsafe;

• A product does not match its description; or

• The store otherwise fails to meet a statutory consumer guarantee.

Where we cannot supply an order within the agreed or a reasonable time, we will provide an appropriate solution in accordance with applicable law.

32. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to:

• Delivery services;

• Carrier arrangements;

• Processing procedures;

• Delivery timeframes;

• Business operations; or

• Applicable laws.

The updated version will be published on this page with a revised “Last updated” date.

Changes will not unfairly reduce rights relating to an order that has already been accepted.

33. Contact Us

For questions about shipping, tracking, delivery delays, missing parcels, or damaged shipments, contact:

austm.shop
Email: info@austm.shop
Phone: +61 417 016 649
Business address: 29/51–63 Euston Road, Alexandria NSW 2015, Australia

Please include your order number when contacting us about an existing order.