Shipping policy

Shipping Policy

We aim to get your order to you quickly, safely, and with no surprises along the way. This policy covers all orders to Australia, New Zealand and the United States.

Processing

Orders are packed and dispatched within 1–2 business days. Orders placed on weekends or public holidays are processed the next business day.

Delivery times

Australia — 1–7 business days — Australia Post and local couriers
New Zealand — 3–8 business days — NZ Post, CourierPost, Aramex
United States — 3–8 business days — USPS, UPS, FedEx

These are estimates, not guarantees. Delivery can take longer during peak periods, over public holidays, to remote or rural addresses, or where a parcel is held for customs inspection.

Tracking

You'll receive a tracking number by email as soon as your order ships. If it hasn't arrived within a few hours of your dispatch confirmation, check your spam folder before contacting us.

Where your order ships from

Zelbourne operates from Australia and the United States, and most orders are fulfilled from our Melbourne or US facility. When an item is out of stock at our local facility, we ship it directly from our manufacturing partner so you're not left waiting on a restock. In that case your tracking number will come from an international carrier and may look different from what you'd expect — that's normal, and nothing to worry about. Every order is tracked end to end and fully covered by our returns policy regardless of where it ships from.

Duties, taxes and customs

Australia — GST is included in the price you see at checkout. Nothing further to pay on delivery.

New Zealand — GST is calculated and collected at checkout. Nothing further to pay on delivery.

United States — import duty applies to all inbound parcels. The United States removed the $800 duty-free de minimis allowance in 2025, so low-value shipments are no longer exempt. Any duties and import charges payable on your order are calculated and collected at checkout, so the price you pay is the price you pay. You will not be billed again by the carrier on delivery.

If a carrier ever asks you for a payment we have already collected, don't pay it — contact us and we'll resolve it directly with them.

Wrong address

Please check your delivery address carefully at checkout. If your order hasn't shipped yet, email us and we'll correct it. Once a parcel has been dispatched to an incorrect address we can't redirect it, and any reshipping cost will be at your expense.

Late or missing orders

If your order hasn't arrived within 12 business days (Australia) or 20 business days (New Zealand and the United States), email us with your order number and we'll investigate and either replace or refund it.

Nothing in this policy limits your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other consumer protection law that applies where you live.

Questions

Email support@zelbourne.com. We aim to respond within one business day.