Deliveries & ReturnsUpdate 19/03/2020
When will my order shipped?
Currently we are experiencing very high volume of orders, your order will be shipped as soon as possible with a tracking link emailed to you. We apologise for any inconvenience caused.
When will the out of stock products be replenished?
We are seeing very high volume of orders and doing our best to replenish out of stock items. Our products are manufactured in New Zealand and then shipped to Australia, which takes 3-4 weeks. We expect most products including bulk to be back in stock towards mid-May. We apologise for any inconvenience caused.
1. Our delivery service
As soon as your order ships, you'll receive an email with a link to your consignment on the StarTrack website, which will allow you to track the status of your order. Delivery is usually within 7 business days of this confirmation (please note, business days are Monday - Friday, excluding public holidays). If any products are temporarily unavailable then delivery may take longer.
Please note, due to high volume of orders during sale periods delivery of your online order may take a little longer to arrive than usual. We work extra hard during this busy time to ensure your items arrive as quickly as possible, without compromising our quality standards. Thank you for your patience, please feel free to get in touch with us if you have any concerns.
If you need an order by a specific date or time please get in touch firstname.lastname@example.org to ensure we can meet your delivery expectation.
Delivery costs are a flat rate for your order. Delivery times may vary for different states within Australia:
$14.50 VIC Metro 2-3 days Outside Metro 4-5 days
$14.50 NSW Metro 2-3 days Outside Metro 4-5 days
$14.50 ACT Metro 2-3 days Outside Metro 4-5 days
$14.50 SA Metro 2-3 days Outside Metro 4-5 days
$14.50 QLD Brisbane 2-3 days Outside Metro 5-7 days
$17.50 TAS 5-6 days
$17.50 NT 5-7 days
$17.50 WA 5-7 days
We cannot deliver to addresses outside of mainland Australia or Tasmania. We cannot deliver to Norfolk Islands.
2. PO boxes delivery
Unfortunately, we cannot deliver to PO Boxes, Parcel Collect Lockers or Private Bags. We must have a physical address within Australia, including rural areas and regional centres.
We take care when packing orders to ensure your goods arrive intact and unspoiled, while also making a minimum impact on the environment. Delicate items are wrapped in newsprint, and the 'green beans' (void-fill) used to pack boxes are made from corn & potato starch, and are completely biodegradable.
All orders are delivered by StarTrack, who operate from Monday - Friday, 8am - 5.30pm (except public holidays). StarTrack contact is: 13 23 45
No Saturday or public holiday deliveries.
5. Delivery instructions
During purchase please advise the delivery instructions such as 'Signature Required', 'Authority to leave', 'Leave at the back door', 'Deliver between x hours', or any other special instructions.
6. How can I track my delivery?
You can track your delivery using StarTrack Track & Trace tool.. You'll need your tracking number handy.
7. Where do I find the tracking number?
You'll find this on the shipment confirmation email that we will send to you.
8. Missed Delivery. How can I get my item re-delivered or re-directed?
If your item has been delivered to a Business Hub or returned to a StarTrack depot, you may be able to have your item re-directed or re-delivered to an alternative address. To see if you can re-deliver or re-direct your parcel, please go to the Missed Delivery tool. and complete an online form. You'll need your consignment number handy.
9. When will my item be delivered?
10. Can I request a specific delivery time?
It's not always possible to make your delivery within a specific time window.
11. I haven't received my item. What should I do?
First check the StarTrack Track & Trace tool. to see if it's in transit. If it doesn't show up there, you can contact StarTrack on 13 23 45, don't forget to provide your tracking (consignment) and a detailed description of your item. StarTrack will then conduct a thorough investigation and keep you informed at every step of the way.
12. Can the driver call me prior to delivery?
No, the driver can't call you prior to delivery. This is primarily due to road safety reasons. Please contact StarTrack on 13 23 45 for alternative arrangements, if required.
13. What happens if I'm not home?
The driver will leave a 'Sorry We Missed You' card either at your front door or in your letterbox. This card has instructions about how you can collect your parcel or get it re-delivered using the StarTrack Missed Delivery tool.
14. How long will it take for my item to be re-directed/re-delivered?
It can take up to 48 hours for your item to be delivered once you have completed your re-direction/re-delivery form.
15. Why has my item been returned to the sender?
Unfortunately, StarTrack can only hold items for up to 10 business days. If StarTrack have attempted delivery without success and haven't heard from you, the item will be returned to the sender.
16. Do I need to show identification when collecting an item from StarTrack depot?
Yes, you do. Valid ID includes any state or federal photo ID – such as a Driver's Licence, Proof of Age Card, Boat Licence or Passport. Don't forget to bring your item's consignment number, too.
17. Can I collect my parcel on a public holiday?
No, StarTrack depots aren't open on public holidays.
18. Damaged or faulty products
Please let us know if you receive damaged or faulty goods and we'll either issue you a refund or exchange the item on its return. You won't be charged any additional shipping or handling fees for replacement. To get in touch with us about any concerns please email email@example.com