null

COVID-19 Update

Last Updated: 4th August 2020 

Here is the list of things that is happening around us

  • For the sake of health & safety of our team and their loved ones, operating period will be reduced and orders will take up to 72 hours to be processed before shipping.
  • Shipping schedules are only from Monday to Friday. (excluding public holidays and any other scheduled breaks)

We will continue to monitor the situation and follow the State Government's advise on a daily basis. Updates will be provided here and on our Facebook page if it impacts our services to you.

Thank you for your patience. Stay safe and happy modelling!

Important News from our Delivery Partner

australia-post-logo-400x141.png

 

Local deliveries

  • Expect delays in deliveries for both Standard and Express due to high volume and their OH&S requirements.
  • Signature on delivery is no longer requested upon receiving the parcel. They will ask for your details instead. (Either at your address or at a parcel pick-up location)
  • Next day express delivery guarantee is no longer applicable. See here.
  • We dispatch your orders from Melbourne Metropolitan in Victoria, so the duration will vary depending on your location and if it is in a remote area.
  • For any other information, you can view them here.

International deliveries

  • Economy Air Shipping (cheapest and trackerless) method is suspended until further notice.
  • To avoid disappointment, we strongly recommend you to check our delivery partner's website about your country's shipping status here and search for your country to see if we are able to ship.
  • Any orders made from a country where their shipping channel is closed will be cancelled. Amount paid will be refunded immediately.
  • Delivery duration varies due to limited air cargo availability and subject to destination country's regulations. Click here to see an estimated guideline by country. Or ask us! We are here to help. :)
  • For any other information, you can view them here.

FAQ

  1. I have paid for my order 2 days ago, why is my order not shipped yet?
    The pandemic has hit us really hard and restrictions has escalated in many ways. The safety of our team and those around us is our number one. Therefore, we have decided to reduce the operating hours so they can have time to give care and be with their loved ones. Please allow us up to 72 hours to process your order. We will contact you if there are any issues with it.

  2. I have paid for Signature on Delivery, why did my postman not let me sign it?
    Terms & Conditions of Australia Post has changed. In an effort to minimise the risk of contracting COVID-19, it will be a contactless approach. They will ask for your details instead and sign on your behalf.

  3. For locals, why does my express post take more than 1 day to arrive?
    Due to increase in volumes of parcels being handled by Australia Post and together with their own OH&S requirements, it is inevitable that delays will occur. Australia Post has announced that this guarantee is no longer applicable.

  4. For internationals, are you still be able to ship to my country if I put an order?
    To avoid any disappointments, we strongly recommend you to check this page to see if your country's shipping channel is open.  Any orders made from a country that has their shipping channels closed will be cancelled. Amount paid will be refunded immediately.

  5. Why don't you update the shipping details on your website instead?
    Situation related to COVID-19 can change rapidly in countries around the world. Unfortunately, we don't have the capacity to constantly update our shipping calculators and our delivery partner doesn't send us any updates either. We apologise for any inconvenienced caused and we request that you understand from our point of view that we are a very small team with many duties. If you are unsure about shipping, feel free to ask us. We are here to help!

  6. For internationals, the tracking says "Cleared and awaiting international departure" and it's been nearly 2 weeks without change. Is my package ok?
    Yes, your package is ok and not lost. Its pretty much sitting in a secured warehouse at the airport waiting for Air Cargo to be available and approval from destination country. The status will update once customs in the destination country scans your package upon arrival.

    In an extreme case, if shipping is cancelled while in this status, it will be returned to us. We will contact you when this happens.

    Here is an example on how long it normally takes to ship to an international destination

    covid-shipping.jpg

  7. Will I get COVID-19 from touching the product inside the package?
    Until now, there have been no reports of any transmissions via parcels. Having said that, our health and safety is the top most priority and we have taken steps to minimise the risk to virtually non-existent. So far, we are good and we intend to keep it that way!

  8. I can't find my answers here!
    Feel free to send us your queries by submitting a contact us form or reach out via the order messaging system through your account.