Shipping policy
Shipping & Delivery Policy
We aim to get your order to you quickly, safely, and with no surprises along the way. All timeframes in this policy are in business days (Monday to Friday, excluding public holidays).
Where We Ship
We ship to:
- Australia: all states and territories
- United States: all 50 states
Where We Don't Ship
We do not currently ship to any country outside Australia and the United States, including New Zealand, Canada, the United Kingdom and Europe. Orders with a delivery address outside Australia or the United States can't be placed at checkout.
Shipping Costs
| Location | Shipping Method | Cost | Minimum Spend |
|---|---|---|---|
| Australia | Standard tracked shipping | Free | None |
| United States | Standard tracked shipping | Free | None |
The shipping cost shown at checkout is always $0.00. There are no hidden fees, handling charges or extra costs added at checkout.
Where Your Order Ships From
Most orders ship from our warehouse in Altona, Victoria, Australia. If an item is out of stock at our warehouse, we ship it directly from our manufacturing partner overseas so you're not waiting for a restock. In that case your tracking number will come from an international carrier. Every order is tracked end to end and fully covered by our returns policy, wherever it ships from.
Carriers
- Australia: Australia Post, Evri or Speedex, depending on your location and parcel size
- United States (from our warehouse): Australia Post International, with final delivery by USPS
- Orders shipped direct from our manufacturing partner: an international tracked carrier, with final delivery by Australia Post, Evri, Speedex or iMile (Australia) or USPS (United States)
Handling Time
Handling time is the time it takes us to process, pack and dispatch your order. It is 1–2 business days for all orders. Orders placed on weekends or public holidays are processed the next business day.
Transit Time
Transit time is how long your parcel takes to reach you after it has been dispatched.
| Shipping From | Australia | United States |
|---|---|---|
| Our Altona warehouse | 3–5 business days | 4–6 business days |
| Our manufacturing partner | 3–5 business days | 4–6 business days |
Total Delivery Time (Handling + Transit)
| Shipping From | Australia | United States |
|---|---|---|
| Our Altona warehouse | 4–7 business days | 5–8 business days |
| Our manufacturing partner | 4–7 business days | 5–8 business days |
Customs, Duties & Taxes
Prices are shown in Australian dollars (AUD) for Australian customers and US dollars (USD) for United States customers. All prices include all applicable taxes, customs duties and import fees. Duties on United States orders are prepaid by us. You will never be asked to pay anything extra on delivery, in Australia or the United States.
How to Track Your Order
- When your order ships, we email you a shipping confirmation with your tracking number and a tracking link.
- Track your order anytime on our tracking page: zelbourne.com/apps/parcelpanel. Enter your order number and email, or your tracking number.
- You can also enter your tracking number on the carrier's website (Australia Post, Evri, Speedex, iMile or USPS), or contact us with your order number.
Tracking may take up to 24–48 hours to show its first update after dispatch. If you can't find your shipping email, check your spam folder, then contact us.
Delays
Delivery times are estimates, not guarantees. Delivery can take longer during peak periods, over public holidays, to remote or rural addresses, or when a parcel is held for customs inspection. If we become aware of a delay with your order, we'll email you.
Missing or Lost Orders
If your order hasn't arrived within 15 business days of dispatch (Australia and the United States), or your tracking shows it as lost or returned to sender, contact us with your order number. We'll investigate with the carrier and, at your choice, send a free replacement or give you a full refund to your original payment method.
If tracking shows your parcel as delivered but you haven't received it, check with neighbours and around your property, then contact us within 7 business days. We'll open an investigation with the carrier and help resolve it.
Incomplete Orders or Missing Items
Some orders ship in more than one parcel, especially if items ship from different locations. If you receive only part of your order, check your shipping emails for a second tracking number. If an item is still missing, contact us with your order number and a photo of what you received. We'll send the missing item free of charge or refund it in full, whichever you prefer.
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.
Your Rights
Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer protection law that applies where you live.
Questions
Email support@zelbourne.com, or call +61 3 4709 6413 (AU) or +1 504 944 5873 (US). We aim to respond within one business day.
Zelbourne LLC
Warehouse C/441-459 Kororoit Creek Rd, Altona VIC 3018, Australia