Shipping Policy

Shipping Policy

1) ORDER PROCESSING

  • Processing time is separate from shipping time.
  • Orders are shipped within 5 days from Perth, Western Australia. 
  • If item is “Pre-Order”, the above 5-day rule does not apply.
  • **Shipping Time commences from the first business day the package is scanned into Australia Post

2) +SIGNATURE OR NO SIGNATURE

  • "+Signature" indicates that you must sign to accept the package delivery. If no one is home at the time of delivery, it may be taken to a holding facility for collection. Please ensure you are actively tracking your item on the postal service website to ensure any attempted delivery cards or notifications are not missed. Missed deliveries may result in extended delivery delays and Return to Sender protocols. *See section 3a) & 3b)
  • "No Signature" indicates that you accept all responsibility for the package to be left unattended and delivered without a signature. Please ensure you are actively tracking your item on the postal service website. Though rare, this option can result in incorrect deliveries, and stolen packages. *See sections 8, 9, 10

3) TRACKING/ENQUIRIES

All countries have a country postal service, this is who your parcel is handled with once it reaches your country. For example: 

  • Australian Order - handled by Australia Post (Aus Post)
  • NZ orders - New Zealand Post (NZ Post)
  • US orders - United Stated Postal Service (USPS) 

Once you receive your shipping email, please immediately sign up to postal service notifications via your country local postal service so that you are actively tracking your item and do not miss your delivery. 

  • 3a) Please contact your local postal service directly if no tracking updates have been made for longer than 5 days. This is the recipient's responsibility and is the only person that will be able to receive information on where the parcel is. Please utilize the below details for guidance and direct phone numbers for your country.
  • 3b) Any items not collected will be marked as abandoned and return to sender protocol will be implemented. If this occurs, our refund policy applies (see section 10). 
    Shipments can be re-shipped once received back to us but will incur additional costs as we must pay the return delivery fee in order for the goods to be released back to us.

4) We've complied a Complete List of Country Postal Contacts

Common contacts:

5) Shipping Methods

Domestic:

  • FREE standard shipping (3–6 business days).
  • $5 for express shipping (1–4 business days).
  • Delivery times may vary for regional areas.
  • The recipient can choose for items to NOT “be left in a safe space”. This is done via using your tracking number on the AusPost app and selecting your preferred method. This is the responsibility of the recipient only.
  • Please refer to section 2)

International:

  • $25–$35 for orders under 3kg (10–30 business days).
  • Customs duties and taxes on arrival to the destination country (if any) are the customers responsibility only. 
  • Once you receive your shipping email, please immediately sign up to postal service notifications via your country local postal service so that you are actively tracking your item and do not miss your delivery. 
  • Please refer to section 2)

Important Notes

  • Shipping times are estimates; delays due to Australia Post or customs are not the seller’s responsibility.
  • Ensure delivery details are accurate at checkout; errors are not covered by the seller. 
  • Keep your tracking number for reference if issues arise.

6) Australia Post Help:

7) Shipping Delays or Enquiries:

  • Please keep your tracking number so that you can reference it to your local postal service for any unexpected issues.
  • Once the item has been handed to Australia Post for processing and delivery, any delays or shipping issues are the responsibility of Australia Post and the recipient, and do not fall in the responsibility of the Seller. Please contact Australia Post or your local postal service to gain updates.

8) Delivered Items: 

  • Once the postal service marks an item as “Delivered”, PolEssentials and/or the courier are not responsible, nor covered, for any stolen items.
  • If you think your package has been tampered with, opened, is missing, or stolen after delivery, contact your local postal carrier for proof of delivery, you can then use this as evidence for your local police authorities.
  • If your item has been confirmed missing or stolen, please report to your local police, as this is local criminal matter.
  • We understand the frustration of this rare crime; however, this is not in our control and is not our responsibility. As a gesture of goodwill, we may be able to offer a repurchase discount code for you to use.

9) Correct Address:

  • It is the Buyers responsibility to ensure they input the correct delivery details. Any errors are not the responsibility of the Seller.
  • The delivery details input at checkout, will be 100% matched onto the shipment label, so please ensure you enter the correct information for your order.

10) Returned to Sender:

  • If a package is returned due to non-collection or incorrect address, no refunds are given. Additionally, any extra shipping costs incurred will be deducted from the order original payment method.
  • Please ensure that you collect the parcel within the stated timeframe, so it does not get returned to us by AusPost and you miss out on your order.
11) Note:
  • We reserve the right to refuse service to any customer who is abusive or whose orders are flagged as potentially fraudulent or scam related. All such decisions are supported by internal records and evidence
  • Refunds & Exchanges Policy