Shipping policy

Shipping Policy

This Shipping Policy explains how orders placed through THANE are processed, fulfilled and delivered.

By placing an order with THANE, you agree to the terms outlined below.

Order Processing

Orders are processed after payment has been successfully received.

Some THANE products may be made to order, printed, prepared or fulfilled after your order is placed. Because of this, your order may require additional processing time before it is shipped.

Processing and production times are separate from shipping transit times.

Once your order has been fulfilled and dispatched, you will receive a shipping confirmation email where tracking information is available.

Estimated Delivery Times

Delivery times shown at checkout or elsewhere on our website are estimates only and are not guaranteed.

Estimated delivery time may include:

order processing;
production or fulfilment;
carrier transit time; and
customs processing for international orders.

Delivery times may vary depending on your location, the products ordered, shipping carrier, demand, customs delays, public holidays and other circumstances outside our reasonable control.

Shipping Costs

Shipping costs are calculated and displayed at checkout before payment is completed.

Shipping rates may vary depending on:

your delivery location;
parcel size and weight;
products ordered; and
the shipping service selected.

Any applicable shipping charges will be shown before you complete your order.

International Shipping

THANE may ship to selected international destinations.

International customers are responsible for ensuring that products ordered can legally be imported into their destination country.

International shipments may be subject to customs duties, import taxes, VAT or other government charges.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and may be payable by the customer.

THANE is not responsible for delays caused by customs authorities.

Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Please allow time for tracking information to update after receiving your shipping confirmation.

Tracking information is provided by the shipping carrier and may occasionally be delayed or inaccurate.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your delivery information carefully before submitting your order.

If you notice an error, contact us immediately at support@thanemelbourne.com.

We will do our best to update your address before fulfilment begins, but address changes cannot be guaranteed once an order has entered production, fulfilment or shipping.

THANE cannot guarantee a refund, replacement or free reshipment where an order is lost, returned, delayed or delivered incorrectly because the customer supplied an incorrect or incomplete shipping address.

If an order is returned due to an incorrect or incomplete address supplied by the customer, the customer may be required to pay additional shipping costs before the parcel is resent.

Nothing in this section limits any rights you may have where the delivery issue was caused by THANE or where applicable consumer law provides otherwise.

Changes to Shipping Information

Once an order has entered production, fulfilment or shipping, we may not be able to modify:

the shipping address;
the delivery method;
products within the order; or
other order details.

If you need to make a change, contact us as soon as possible at support@thanemelbourne.com.

Lost Packages

If tracking shows no movement for an unusual period or you believe your order has been lost in transit, please contact us at support@thanemelbourne.com with your order number.

We will investigate the shipment with the relevant fulfilment provider or shipping carrier.

Where a parcel is confirmed as lost and the issue was not caused by incorrect information supplied by the customer, we will provide an appropriate resolution in accordance with applicable law and our store policies.

Packages Marked as Delivered

If tracking shows your parcel as delivered but you cannot locate it, please:

Check around your property and any safe delivery locations.
Check with household members, neighbours or building reception where relevant.
Review the delivery information and tracking details.
Contact the shipping carrier if necessary.
Contact THANE at support@thanemelbourne.com if the parcel still cannot be located.

We will assist where reasonably possible and investigate the situation with the carrier where appropriate.

Returned-to-Sender Packages

Orders may be returned to the sender for reasons including:

an incorrect or incomplete address;
unsuccessful delivery attempts;
failure to collect a parcel; or
refusal of delivery.

If an order is returned because of information or circumstances for which the customer is responsible, additional shipping charges may apply before the order is resent.

If the return was caused by an error by THANE or our fulfilment provider, we will provide an appropriate resolution.

Damaged or Incorrect Orders

Please inspect your order when it arrives.

If your package or item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible at returnrefunds@thanemelbourne.com and include your order number and relevant photos where possible.

We will assess the issue and provide an appropriate remedy.

Where required by Australian Consumer Law or other applicable consumer protection legislation, THANE will cover reasonable costs associated with resolving faulty, damaged or incorrectly supplied products.

Shipping Delays

THANE is not responsible for delays caused solely by circumstances outside our reasonable control, including:

postal or courier delays;
customs processing;
extreme weather;
natural disasters;
strikes or industrial action;
transport disruptions;
peak seasonal demand; or
other unforeseen events.

However, nothing in this policy excludes any rights you may have under Australian Consumer Law, including rights relating to products that are not supplied within a reasonable time.