Shipping & Delivery

COVID-19 Updates

Australia 

Due to the challenges presented by the pandemic lockdown, we have been advised by Australia Post that there will be delays in all deliveries to Australia-wide as Auspost adopts additional safety measures to protect their staffs and customers. Other factors contributing to delays include fewer domestic flights, international delays and increased volumes as more people start shopping online.

These delays can be up to a few days, and we ask that you bear with the shipping transit times during this challenging time.

In addition, to minimise the risk of contracting or spreading corona-virus, all parcels - be it at a Post Office or at a residence - will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply. In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and acknowledge delivery in the system.

The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.

We ask that you bear with the shipping transit times during this challenging time, and we thank you for your support and patience.

International via Express Shipping

Shipping will take longer than usual (up to 2 -4 weeks) due to substantial reduction in flight frequencies or even cancellation of flights to certain destinations by airlines, and government restrictions because of COVID-19.

Shipping to some destinations are suspended.

Our logistics partner continues to work closely with partner airlines and postal operators to try to move items as quickly as possible.

Express items will be given priority over Standard items during this time.
For those shipped parcel, tracking status may be not updated for 1 to 2 weeks.

We ask that you bear with the shipping transit times during this challenging time, and we thank you for your support and patience.

Free Shipping

On most orders [1] over $150 

Quick Delivery

Once your order payment is confirmed, we will dispatch your item within 24-48 business hours (except for pre-order items). All orders are shipped directly from our Melbourne warehouse. The typical delivery time-frames are:

- Victoria: 1 - 3 working days [2]
- Rest of Australia: 3 - 10 working days[2]

Secure Postage

When sending out each order, we ensure that they are packed and wrapped carefully to prevent damages to its contents. We ship our orders using one of the following postal services:

- Australia Post eParcel (Registered Post)
- Courier

The Australia Post eParcel (Registered Post) service includes tracking and requires a signature upon delivery. This ensures that you can track your order's delivery from the moment it leaves our warehouse and that the right person receives the delivery. If you're not home at the time of delivery, the postman may leave a card with pickup details from your local post office.

If you’re unable to sign for your parcel, we’re able to leave your parcel in a secure place at your address without a signature. Before we can do this, you’ll need to provide an Authority To Leave. you can request for an Authority To Leave Form from us.

When you complete an Authority to leave form, Scifitoys and any postal company will not be liable for any loss or damages to the parcel. 

Insurance

If you have any concerns about the postal services in your area, we suggest you contact us for insurance. We strongly recommend you insure your item if its Value is more than AUD$150.

In the unlikely event of your parcel being stolen or lost in transit, Scifitoys Australia will contact Australia Post to lodge an investigation. Australia Post will determine if your parcel has been stolen or lost in transit, and if necessary, will pay out the insured amount once the investigation is complete.

Item Stolen or Lost During Transition

If your parcel is insured against theft or loss, Scifitoys Australia will replace your items after Australia Post has made the insurance payment to Scifitoys Australia.

If your parcel is not insured against theft or loss, Scifitoys Australia will not be responsible for any damaged or lost items, once the item leaves our facility and in the hands of courier/Australia Post. However, we will refund your item postage cost if Australia Post has refunded the postage payment to Scifitoys Australia.

Please contact us if you wish to have your item insured ( Estimated Insurance Rate : AUD$ 1.50 for every $100.00 worth of value. If your item is valued at $150, Insurance = $3)

 

Shipping Delays & Issues

Australia Post may sometimes experience delays with deliveries, especially during festive seasons, so please be patient.

The best way to keep track of your delivery is to track it online using the tracking number provided to you when we post out your order.

Please contact us first if you are having issues with your order's shipment. We will do our best to resolve the issue for you.

If you have any inquiries or issues at all regarding shipping, please feel free to email us at sales@scifitoys.com.au and we will gladly assist you.

 

Returned Orders - Reshipment & Refunds

In the event that your parcel is returned to our warehouse, which may be the result of an incorrect address entered, an undeliverable address or if the parcel was unclaimed after an attempted delivery, Scifitoys will contact you via email in order to organise either a reshipment or a store credit refund for the cost of the items.

As the shipping fees necessary to deliver your parcel have already been used in the initial shipment we require the cost of shipping to be paid again in order for a secondary dispatch to your location or corrected address.

Any return fees charged to us by the relevant postal services must also be paid for by the customer prior to re-shipment, as not claiming your parcel from your postal service incurs a charge for us to have your parcel shipped back to us from your location.

Alternatively, we can provide a store-credit refund via a coupon code for the cost of the items on your returned purchase. This allows you to place your order again with any other items you’re interested in to help blend the shipping costs over this new order.

If we receive no response to our initial email after a weeks time we will cancel the order and refund you via a coupon code (excluding shipping and any processing/return fees). The email correspondence will be sent to the email address that you have used to place the order.

Freebies

At times, we may offer freebies (subject to availability and first come first serve basis) to some of the promotional item you purchased. However, sometimes, we may run out of these freebies during a promotion and it may not be included in your order. We thank you for your kind understanding.

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[1] Orders must be under 5kg

[2] These are only guidelines based on our experience with delivery times. Delivery times will vary especially during peak / festive seasons.

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