Shipping policy
We want you to enjoy your PHANTOM product as quickly as possible. Here's some commonly asked questions about our shipping process, charges and what you can expect to happen after your order is processed.
Please note: It is the customer's responsibility to provide a safe and proven address. Due to fraud concerns we will not refund any orders marked as delivered by Sendle / UPS / DHL / FedEx
Always double check the correct spelling of the address when placing your order with us. We will not be responsible for packages claimed as lost when the tracking shows it was delivered to the address provided.
Here's some commonly asked questions about our shipping process, charges and what you can expect.
Q: Which countries do you ship to?
We ship domestically to Australia. We ship internationally to North America, Western Europe and Asia Pacific.
If your country is outside these locations, we will make every attempt to get your PHANTOM product to you.
Please contact us via email including the item and your address. We will assess our ability to ship to your chosen location and specify the shipping costs after with our logistics partner.
Q: How much will it cost to ship to my country?
A: Domestic shipping in Australia is free. For international orders, shipping costs are calculated automatically at checkout based on the weight of your order and the cost of shipping from Australia.
You will always see the total shipping cost before completing your order, so there are no surprises.
Q: How long will it take for my order to be processed?
Our staff will process your order within 24 business hrs. Your package will then be sent via Sendle domestically. For international orders, Sendle partners with all of the major postal networks around the globe including DHL / USPS / UPS.
Q: How long will it take for my order to be delivered?
All Australian domestic orders are generally delivered within 3 to 5 business days. Please note that our carriers will not deliver on Saturday and Sunday.
For International orders, you can expect delivery within 10-28 days of shipping. This is dependant on distance, customs and import delays.
Q: I made a mistake, how do I change the shipping address on an order?
Please reach out to our friendly customer service team@phantomnotes.com as soon as possible and we’ll do our best to change the address before it ships.
CUSTOMS & DUTY
For international shipments, delays due to customs clearance are rare but possible. Buyers are responsible for all applicable duties, taxes, and customs charges.
Tracking numbers (USPS, UPS, etc.) may not always update once the package is in a foreign country. Customers can usually retrieve their package from their local post office using the tracking number provided.
For all shipments, domestic and international, buyers must provide a safe and accurate delivery address.
We cannot accept responsibility for items marked as delivered by Australia Post, UPS, DHL, or FedEx if claimed as not received. It is the buyer’s responsibility to track the package and ensure someone is available to receive it, or that a safe delivery location is provided.
Q: Can the order be shipped to a hotel or temporary residence?
No, orders must be shipped to a permanent or verified address. Orders placed to hotels or temporary residences may be cancelled prior to processing due to potential delays or logistical issues.
Q: How can I track my package?
Once your order is shipped you will receive an email with a tracking code. Be sure to check your inbox and spam folders for this. If you have not received a tracking code once your order is marked as shipped, don't worry. Our friendly customer service team will happily retrieve it for you.
Please contact them via team@phantomnotes.com