Shipping policy

Thank you for choosing Package Mate for your packaging needs. Please read this Shipping Policy carefully as it contains important information about the shipping of your orders. By using our services and placing orders through Package Mate, you agree to the terms and conditions outlined in this policy.

1. Shipping Options and Timeframes

Package Mate offers several shipping options to accommodate your needs:

  • Standard Shipping: Typically takes between 2 to 8 working days from the date of pickup from our warehouse.

  • Express Shipping: Available and usually takes 1 to 4 working days from the date of pickup from our warehouse.

Please note that these estimated shipping times apply to deliveries within Australia. Shipping times may vary based on your location and unforeseen circumstances. While we make every effort to ensure timely delivery, we cannot guarantee exact delivery dates.

2. Pickup Option

Pickup is available on Mondays from 8am until 2pm. If you wish to arrange a pickup for your order, please contact us via this form. We will work with you to schedule a convenient pickup time.

3. Use Your Own Courier

While we primarily use Sendle, Australia Post, and Team Global Express (ex-Toll IPEC), customers may choose to arrange their own courier. If you prefer this option, please contact us via the Send Us A Message Form so we can provide the necessary information to coordinate your shipment.

4. Shipping Costs

Shipping costs are calculated based on the shipping method selected, the weight and dimensions of your order, and your shipping destination. The shipping cost will be displayed during the checkout process before confirming your order. Any applicable taxes or duties are the responsibility of the customer.

5. Change of Delivery Service

We reserve the right to change your selected delivery service if the cost is significantly higher than the price paid for shipping, exceeding a 30% threshold. In such cases, we will notify you before dispatch. You may choose to:

  1. Pay the additional shipping fee for your preferred service.

  2. Cancel your order and receive a full refund in accordance with our refund policy and Australian Consumer Law (ACL).

Our goal is to ensure timely and cost-effective delivery while maintaining service quality.

6. Order Processing

Most orders are processed within 2-4 business days. While we strive to meet these timelines, unexpected delays may occur. If you require urgent processing, please contact us via the Send Us A Message Form. We will do our best to accommodate your request but cannot guarantee expedited processing.

7. Tracking Your Order

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to monitor your package through our website or the courier’s tracking system.

8. Delivery Address

Customers must ensure that the shipping address provided at checkout is accurate and complete. We are not responsible for delivery delays caused by incorrect addresses. If you need to modify your shipping address after placing an order, please contact us immediately. If your order has already been shipped, additional fees may apply to redirect or reship your order.

We work with third-party carriers to ensure smooth delivery. If you believe your order is delayed or missing, you may launch an investigation with the carrier. If the carrier declares your package as lost, we will work with you to provide a replacement or refund in line with Australian Consumer Law.

9. International Shipping

At this time, Package Mate primarily serves customers within Australia and does not offer international shipping. For inquiries about international shipping, please contact us via the Send Us A Message Form.

10. Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us immediately via the Send Us A Message Form. Under Australian Consumer Law, customers are entitled to a replacement or refund if goods are lost or damaged in transit, unless the loss or damage was caused by factors beyond our control. We will work with the shipping carrier to resolve the issue promptly.

Package Mate always ensures that your products are packed with sufficient protection (such as plastic wrap) before dispatch.

However, we are not liable for damages caused by third parties (e.g., courier company drivers) during the shipping process.

If you receive a damaged item:

  1. Damages must be reported within 3 days after delivery.

  2. The receiver must provide sufficient evidence (such as photos or videos of the damaged packaging material, e.g., torn plastic wrap, crushed cartons, or wet packaging) so that Package Mate can lodge a damage claim with the freight company on your behalf.

⚠️ Please note: While Package Mate always strives to do the right thing, the lack of evidence may result in us being unable to provide a refund or replacement.

11. Shipping Policy Changes

We reserve the right to update or modify this Shipping Policy at any time without prior notice. Any changes will be posted on this page, and it is your responsibility to review this policy periodically for updates.

Thank you for choosing Package Mate. We appreciate your business and strive to provide you with the best shipping experience possible.