Shipping Policy

Last Updated: September 2026

At SimuVerse.AU, we strive to get your order to you as quickly and safely as possible. Please review our shipping policy below.

Processing Time

• Dispatch: Orders ship same or next business day from Noosa, QLD.
• Custom Orders: Made-to-order or custom items may require additional processing time. Any extended processing times will be clearly noted on the product page.
• Business Days: Processing times exclude weekends, public holidays, and high-volume periods (e.g. sales events).
• Order Confirmation: You will receive an email confirmation when your order is placed and another email with tracking information once your order has been dispatched.

Shipping Options

Select your preferred method at checkout. Free shipping on Australian orders over $300 AUD.

Budget Shipping: $5.00 AUD

• Delivery Time: 7 to 14 business days (Australia only)
• Coverage: Untracked and uninsured
• Availability: Small orders under 200 g only
• Important: We are not responsible for lost, stolen, or damaged parcels when this option is selected. Choose this option at your own risk.

Standard Shipping: $11.00 AUD

• Delivery Time: 2 to 8 business days (Australia only)
• Coverage: Includes tracking and insurance
• Recommended For: Most orders requiring reliable delivery with peace of mind

Express Post: $15.50 AUD

• Delivery Time: 1 to 3 business days (Australia only)
• Coverage: Includes tracking and insurance via Australia Post Express
• Recommended For: Urgent orders or time-sensitive deliveries

Bulk Tracked: $20.00 AUD

• Availability: Orders over 2 kg (Australia only)
• Coverage: Includes tracking and insurance

International Shipping

We ship worldwide! International shipping rates are calculated automatically at checkout based on your delivery address and destination country.

Important Information for International Customers:

• Delivery Time: 7 to 20+ business days, depending on your country and customs processing
• Customs & Duties: You are responsible for any customs duties, taxes, import fees, or brokerage charges imposed by your country. These fees are not included in your order total and are beyond our control.
• Tracking: All international orders include tracking. However, tracking updates may be limited once your parcel enters your country's postal system.
• Customs Delays: Delivery times may be affected by customs clearance in your country. We cannot be held responsible for delays caused by customs processing.

Estimated Delivery Times

Delivery times are estimates based on typical carrier performance and begin from the date of dispatch:

Shipping Method	Australian Delivery	International Delivery
Budget Shipping	7 to 14 business days	Not Available
Standard Shipping	2 to 8 business days	Not Available
Express Post	1 to 3 business days	Not Available
International Shipping	Not Available	7 to 20+ business days

Please Note:

• Delivery times are estimates only and may vary due to carrier delays, remote locations, public holidays, or unforeseen circumstances (e.g. severe weather, natural disasters).
• SimuVerse.AU is not responsible for delays caused by shipping carriers or customs.

Order Tracking

• Domestic Orders: You will receive a tracking number via email once your order ships (all options except Budget Shipping). Track your parcel using Australia Post's tracking system.
• International Orders: Tracking is provided, but updates may be limited once your parcel reaches your country's postal service.
• Lost or Delayed Parcels: If your tracking shows no movement for an extended period, please contact us at SimuVerseAU@gmail.com and we'll investigate with the carrier.

Shipping Address

• Accuracy is Critical: Please ensure your shipping address is complete and correct when placing your order.
• Address Changes: Once an order is dispatched, we cannot change the delivery address. Contact us immediately if you need to update your address before shipping.
• Undeliverable Parcels: We are not responsible for delays, returns, or losses due to incorrect, incomplete, or invalid addresses provided at checkout.
• PO Boxes: We can ship to PO Boxes, but Express Post may not be available for all PO Box addresses.

Lost or Damaged Parcels

Insured Shipments (Standard, Express & Bulk)

If your parcel is lost or damaged in transit:

1. Contact us at SimuVerseAU@gmail.com within 7 days of the expected delivery date
2. Provide your order number and tracking information
3. Include photos if the parcel was damaged
4. We will lodge a claim with the carrier and arrange a replacement or refund

Uninsured Shipments (Budget Shipping)

• No Coverage: Budget Shipping is untracked and uninsured. We cannot replace or refund lost or damaged parcels sent via this method.
• Risk Acknowledgment: By selecting Budget Shipping, you acknowledge and accept all risk of loss or damage during transit.

Remote & Rural Areas

• Deliveries to remote or rural areas may experience longer delivery times than estimated.
• We recommend selecting Express Post for faster delivery to regional areas.

Unsuccessful Delivery Attempts

If the carrier cannot deliver your parcel:

• Carded Delivery: A card will be left with instructions to collect from your local post office or arrange redelivery.
• Unclaimed Parcels: Parcels not collected within the carrier's holding period (typically 10 to 14 days) will be returned to us.
• Return Fees: If your parcel is returned due to an unsuccessful delivery attempt or incorrect address, you may be charged for reshipping.

Order Issues

Wrong Item Received

If you receive the wrong item, please contact us at SimuVerseAU@gmail.com within 48 hours of delivery with:

• Your order number
• Photos of the item received
• Description of what you ordered vs. what arrived

We will arrange a replacement at no additional cost.

Missing Items

If items are missing from your order, please contact us within 48 hours of delivery with your order number. We will investigate and send any missing items immediately.

Damaged in Transit

For items damaged during shipping (Standard, Express or Bulk only):

• Contact us within 7 days of delivery
• Provide photos of the damaged item and packaging
• Include your order number
• We will file a claim with the carrier and send a replacement

Returns

We accept change of mind returns within 14 days of delivery on unused items in original packaging. See our Terms & Conditions for the full refund and return policy. Faulty items are always covered under Australian Consumer Law.

Holiday & Peak Period Shipping

During busy periods (public holidays, sales events, end of year), please allow:

• Additional processing time of 2 to 4 business days
• Longer carrier delivery times due to high parcel volumes
• We will communicate any expected delays via email or website announcements

Contact Us

For any shipping-related questions or concerns, please contact us on the form below with your order number and all relevant info.

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Note: This shipping policy is subject to change. Any updates will be posted on this page with a revised date.