Shipping & Order Processing
Order Processing & Packing
Although we aim to ship orders as soon as possible, usually same or next day, it may take 1–3 business days for processing based on order volume. During sales events such as Black Friday, Boxing Day or EOFY sales, processing may take up to 5 business days.
The shipping times provided at checkout are estimates and do not include processing times. Processing days are Monday–Friday and do not include public holidays or weekends.
We do not guarantee the arrival of shipments in time for holidays, birthdays, or competitions unless you select an Express service at checkout. If you require something urgently, contact us before ordering and we will do our best to align you with the fastest shipping option.
Order Cancellation Fee & Payment Processing
Once your order has been placed and your card payment has been processed, we incur a payment processing fee. Our payment processor does not refund this fee even if the order is cancelled and refunded. If you would like to cancel your order after the order number has been assigned and payment has been processed, we are unable to refund the payment processing fee, so you will receive a refund minus this fee.
This policy only applies to orders cancelled by the customer prior to shipping, not orders receiving a full or partial refund due to our mistake or damage during shipment.
If you made a mistake with your shipping address or the items you purchased and would like to adjust your order before it ships, we are happy to change your shipping address and/or the products in your order. However, if you still choose to cancel your order, the payment processing fee will not be refunded.
Australia Shipping Options
Shipping rates are calculated at checkout based on your location and parcel weight. Estimated delivery times are provided at checkout.
- Australia Post Standard: 3–5 business days (Not Guaranteed by Date)
- FedEx Express Domestic: 1–3 business days to most metro areas
- DHL Express Domestic: 1–3 business days to most metro areas
Free standard shipping on Australian orders over $200 AUD. Orders under $200 AUD ship from a flat rate or a live delivery rate for standard delivery.
Delivery to remote areas (WA, NT, regional QLD, Tasmania) may take an additional 2–5 business days.
New Zealand Shipping Options
All New Zealand orders ship from our Sydney warehouse and are delivered by our trans-Tasman courier partners.
- Standard International (DHL eCommerce / Australia Post International): 5–10 business days
- FedEx International Priority: 2–4 business days
- DHL Express International: 2–4 business days
Customs, GST & Duties: New Zealand customers may be required to pay GST and/or customs duties on orders over NZD $1,000. These fees are collected by NZ Customs or the carrier on behalf of the New Zealand government and are not included in the shipping cost. A7 Oceania is not responsible for customs fees or delays caused by customs clearance.
Pacific Islands Shipping Options
We ship to most Pacific Island nations including Fiji, Samoa, Tonga, Vanuatu, Cook Islands, PNG and the Solomon Islands.
- Standard International: 7–21 business days
- FedEx International Priority: 3–7 business days
- DHL Express International: 3–7 business days
Shipping rates to the Pacific Islands are calculated at checkout based on destination and parcel weight. We do not currently offer free shipping to the Pacific Islands due to the variable cost of international freight.
Customs, VAT & Duties: Pacific Island customers are responsible for any customs duties, VAT or clearance fees charged by their local customs authority. These fees are not included in the cost of shipping.
Important Information About International Orders (NZ & Pacific Islands)
- Packages travelling outside Australia must be inspected and cleared by the destination country's Customs Agency, which may cause delivery delays.
- Your package may be subject to customs, GST, VAT, duty or clearance brokerage fees when it enters the destination country. These fees are not included in the cost of shipping. The fees are collected by the shipping carrier on behalf of the destination country's government, and you will be notified of these fees (if any) by the carrier.
- A7 Oceania is not responsible for customs fees or potential shipping delays due to customs clearance. We are not responsible for any parcels that are returned due to unpaid customs fees, and we are unable to reship the package or issue refunds in these circumstances (see section "Refunds on Returned to Sender Packages").
- It is not uncommon for Customs agencies to take beyond 30 days to process some shipments, especially during high-volume seasons like Christmas. Neither A7 Oceania nor the shipping carrier has control over the length of time it takes to clear Customs.
- International orders will not be refunded for prolonged shipping as a result of Customs processing or delivery issues. The delivery and customs processing time varies and is unavoidable.
Tracking Your Order
Your tracking number will be sent to you as soon as we print the shipping label. Please allow up to 48 hours (or two business days) for tracking to update in the system.
For international parcels (NZ & Pacific Islands), tracking visibility may pause once the parcel leaves Australia and pick up again when it arrives at the destination country's domestic carrier. This is standard and not a cause for concern.
Shipping Refunds
Non-Guaranteed Services
All standard shipping services are non-guaranteed-by-date services. This means the delivery timeline shown at checkout is an estimate and may take longer to arrive at the destination. Some international packages may be delayed due to customs clearance.
If your package is taking longer than usual to arrive, please email our Customer Care Team at support@a7oceania.com.au and we will be happy to help.
We are unable to offer refunds for delayed non-guaranteed services until the carrier has investigated the incident and concluded that the package is deemed lost or damaged, unless you paid for shipping protection.
Guaranteed Services
If you selected an Express Guaranteed service (FedEx International Priority or DHL Express International) and your package was not delivered within the provided timeframe, please email our Customer Care Team and we will work with the carrier to issue a refund where appropriate.
Please keep in mind that express services operate on business days only and may not offer weekend deliveries. If your package was shipped on Friday, it will be delivered the following business day, Monday.
Inclement Weather & Force Majeure Delays
We cannot guarantee shipments by a certain date during severe weather, natural disasters, or carrier industrial action, as airports and roads may be closed during these times. We are unable to offer shipping refunds if your package is delayed due to these circumstances.
Missing Package / Shipping Protection
Order marked as delivered but you can't find it? Please report any missing packages within 14 days of delivery confirmation. We will do our best to locate your package. Please check the shipping address and confirm the package was not received by a neighbour, housemate, or building reception. If your package is still missing, please contact us at support@a7oceania.com.au.
We offer a Shipping Protection service which is shown on the checkout page. This service protects the contents of your A7 Oceania order if they are lost, stolen, or damaged in transit.
If you paid for shipping protection, we will send a replacement package in the following cases:
- Tracking shows "Delivered" but you have not received the order at the provided shipping address. Please allow an additional 5 business days for your order to be delivered.
- Tracking has not updated in 7 business days for Australian packages.
- Tracking has not updated in 10 business days for New Zealand packages.
- Tracking has not updated in 14 business days for Pacific Islands packages.
If you did not pay for shipping protection for your order, please contact us at support@a7oceania.com.au. We will do our best to resolve the shipping issue and contact the carrier on your behalf. However, we are unable to ship a replacement or offer a refund until the carrier investigation is closed and the package is deemed lost or damaged by the carrier. We are unable to offer refunds for stolen packages if the carrier confirms delivery of the package after the investigation concludes.
Refunds on Returned to Sender Packages
Returns to Sender & Refused Packages — International (NZ & Pacific Islands)
We do not cover customs, GST, VAT, duty or clearance brokerage fees for any shipments outside Australia. These fees are collected by the shipping carrier on behalf of the destination country's government, and you should be notified of these fees (if any) by the carrier.
If your international package was refused or returned to us due to unpaid customs fees or an incorrect address, we are unable to reship the package or issue a refund for the order due to the high cost of return international shipping and additional customs fees (which often exceed the order value). In these cases, the carrier may destroy the goods and we will be unable to offer a replacement or issue a refund.
Returns to Sender & Refused Packages — Australia
If your Australian package was returned to sender due to an incorrect address, please email us at support@a7oceania.com.au and we will assist you in reshipping your package. Please note that the delivery timeline will be extended and you may incur additional shipping costs for your order to be reshipped. If your package was returned to sender due to an incorrect address or refusal and you would like a refund, the original shipping fee will be deducted from the refund amount.
FAQ
How long does it take to pack my order?
We aim to ship orders within 1–3 business days. During sales events such as Black Friday, Boxing Day or EOFY sales, processing may take up to 7 business days. The shipping times provided at checkout are estimates and do not include processing times. Processing days are Monday–Friday, excluding public holidays and weekends.
We do not guarantee arrival in time for holidays, birthdays, or competitions unless you select an Express service at checkout.
How long does it take to receive my order?
The shipping timeline will depend on your location and the shipping service you select. You can view all shipping services and options for your location at checkout. If you have already placed your order, the tracking link will show the most up-to-date information on the location of your package.
What if my Australian package has stopped moving in tracking?
If your tracking has not updated for more than 7 business days and delivery has exceeded the estimated delivery date, please email us at support@a7oceania.com.au and we will do our best to help.
What if my New Zealand or Pacific Islands package has stopped moving in tracking?
International deliveries typically take 5–14 business days to New Zealand and 7–21 business days to Pacific Islands. Tracking visibility may pause once the parcel leaves Australia and resume when it reaches the destination country's domestic carrier. If 30 days have passed since the shipping date for NZ orders, or 45 days for Pacific Islands orders, and the package has not arrived, please email us at support@a7oceania.com.au.
What should I do if my package was returned to sender?
There could be several reasons your package was returned. Please review the "Refunds on Returned to Sender Packages" section above. You may contact our Customer Care Team at support@a7oceania.com.au and we will do our best to assist.
Tracking shows my package was delivered, but I can't find it. What should I do?
Please allow up to 48 hours for your package to be delivered, as occasionally packages are marked as delivered by mistake. Check with neighbours, building reception, or any safe-drop locations. If after 48 hours the package cannot be located, please contact us at support@a7oceania.com.au and we will assist.
Do you ship to my country?
A7 Oceania ships to Australia, New Zealand, and most Pacific Island nations. To check if we ship to your location and view available shipping services, please add items to your cart and proceed to checkout. If you are located outside our Oceania region, please visit A7 HQ (a7.co) or check our [distribution partners list] for the closest A7 stockist to you.
I'm in a rush. Which service should I select?
The shipping speed depends on the service you select at checkout. For Australian orders, FedEx Express or DHL Express offer 1–3 business day delivery to most metro areas. For New Zealand and Pacific Islands orders, FedEx International Priority or DHL Express International typically deliver within 2–4 business days to NZ and 3–7 business days to the Pacific Islands. Please keep in mind that carriers may not offer weekend deliveries, so if your package was shipped on Friday, it will be delivered the following Monday.
If you need your package urgently, please email us at support@a7oceania.com.au before placing your order and we will be happy to advise on the fastest option.