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: Our store will automatically calculate the shipping cost at checkout. This cost is based on the weight of your order and the cost of shipping from Australia. For international orders over $100 AUD, shipping is free. Domestic orders are free shipping too.
There's no nasty surprises. You will always be able to review your order and the related shipping costs prior to finalising your order and being charged.
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 firstname.lastname@example.org as soon as possible and we’ll do our best to change the address before it ships.
CUSTOMS & DUTY
For International Buyers - Please understand that delays due to foreign custom clearance etc. are rare - but are a possibility. As the buyer, you are responsible for all duty and custom charges when applicable.
We have noticed at times that the USPS / UPS tracking number does not update once the package is in a foreign country. Previous customers were able to retrieve their packages from their local post office using the tracking number provided, although the mail service online site had no additional information.
For both national and international shipments, the buyer is ultimately responsible with providing a "safe" delivery address.
We will not be responsible for items marked as delivered by Sendle / UPS / DHL / FedEx, but claimed by the customer to never have been received, stolen by witches, warlocks or questionable neighbours.
It is your responsibility as a buyer to track the package and make sure someone is there to receive it, or provide a safe environment where the postman can drop it off.
Q: Can the order be shipped to a hotel or temporary residence?
Unfortunately not. This is due to too many logistical factors, including delays due to weather, holidays or industrial action by partners themselves. If you place an order from a hotel or temporary residence, the order will be cancelled prior to processing.
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 email@example.com