Shipping policy

STANDARD SHIPPING

We offer free standard shipping on orders over $199 (no PO Box, Parcel Lockers or Parcel Collect). Please note that free shipping is standard and uninsured. If you would like to arrange for insured or tracked shipping, please contact us prior to placing your order.

Once your order has been shipped, we are not responsible for lost or stolen packages. If a package is lost in transit and tracking information is not available, we recommend reaching out to the shipping carrier for further assistance.

SHIPPING TIMEFRAMES

Domestic Orders (Australia): Standard shipping typically takes 3-10 business days for metro areas, and 10-21 business days to rural areas (depending on your location).
International Orders: International shipping may take 10-20 business days, depending on the destination and customs processing.
Expedited and express shipping options may be available upon request. Please contact us for a quote.

Please note that estimated delivery times do not include processing time. Orders are typically processed within 1-3 business days, but custom or made-to-order items will take longer to ship.

ORDER PROCESSING

Orders are processed Monday through Friday, excluding public holidays. If you place an order on a weekend or holiday, it will be processed the next business day.

For made-to-order or custom items, please allow additional time for production before shipping.

SHIPPING CARRIERS

We primarily use Sendle for domestic and international shipping, as they are carbon neutral. However, for deliveries to PO boxes, parcel lockers, parcel collect or some rural areas, we use Australia Post.

If you use a PO box for your delivery address, you must select the Australia Post option at checkout. Free shipping does not apply to PO box deliveries as Australia Post's shipping fees are significantly higher than Sendle's. We absorb a portion of the shipping costs for Australia Post deliveries, but not all. Additional shipping fees apply for PO Box, Parcel Lockers or Parcel Collect orders.

If you require a signature on delivery or prefer an alternative registered, express, or insured package, please contact us before placing your order.

INTERNATIONAL SHIPPING & CUSTOMS

International customers are responsible for any customs duties, import taxes, or additional fees imposed by their country. We do not control or collect these fees, and they must be paid upon receipt of the package. We recommend checking with your local customs office for details on applicable charges.

If a package is refused due to unpaid customs fees, we cannot offer refunds for shipping costs or the order itself.

If you would like to exchange an item internationally, you must place a new order for the desired piece and return the original order for a refund.

ORDER TRACKING

Tracking information will be provided via email once your order has shipped. If you do not receive a tracking number within the expected processing time, please check your spam folder or contact us at hai@goodstudios.com.au.

DAMAGED OR LOST PACKAGES

If your package arrives damaged, please take photos of the packaging and contents and contact us within 48 hours of receipt. We will work with you to resolve the issue.

For lost packages, we recommend contacting the shipping carrier directly. If tracking is unavailable or the package is confirmed lost, please contact us for further assistance.

We are not responsible for lost or stolen packages and reserve the right to refuse any return that does not comply with our Returns & Refunds Policy.

CONTACT US

For any shipping inquiries, please contact us at hai@goodstudios.com.au before placing your order.