Shipping policy

Below is everything you need to know about how and when your order will reach you.

------------------------------------------------

ORDER PROCESSING

All orders are processed within 1–3 business days (Monday to Friday) from the time your payment is confirmed.

Orders placed on a weekend or public holiday will begin processing on the next business day.

During sale periods and peak seasons, processing may take slightly longer. We will always let you know if there is a delay on your order.

DELIVERY TIMEFRAMES

Once your order has been dispatched, estimated delivery is 5–10 business days.

This means most orders arrive within 6–13 business days of being placed.

Please note that delivery times are estimates provided by our carriers and are not guaranteed. Deliveries to regional, rural and remote areas may take a few days longer than the times shown above.

SHIPPING RATES

We offer free shipping on all orders. There are no additional customs duties or taxes payable by you on delivery.

ORDER TRACKING

Once your order is dispatched, you will receive a confirmation email with your tracking number and a link to follow your parcel.

Please allow up to 48 hours for tracking information to update after you receive your dispatch email. If your tracking has not moved after this time, get in touch and we will chase it up for you.

If you have not received your dispatch email, please check your junk or promotions folder before contacting us.

DELIVERY ADDRESS

Please double-check your delivery address at checkout. We are unable to redirect a parcel once it has been dispatched.

If you notice a mistake in your address, contact us at contact@theellisfamilygoldcoast.com as soon as possible. If your order has not yet been dispatched, we will do our best to correct it.

Orders returned to us due to an incorrect or incomplete address can be reshipped at the customer's expense.

DELAYED OR MISSING PARCELS

Occasionally parcels are delayed in transit for reasons outside our control, such as weather events, carrier backlogs or customs processing.

If your order has not arrived within 15 business days of dispatch, please contact us at contact@theellisfamilygoldcoast.com with your order number and we will open an investigation with the carrier on your behalf.

Please note that carrier investigations can take up to 10 business days to resolve. We appreciate your patience while we work to locate your parcel.

SAFE DROP AND AUTHORITY TO LEAVE

If a parcel is marked as delivered by the carrier but you cannot find it, please:

- Check with anyone else at the address

- Check around your property, including with neighbours

- Contact your local post office or depot with the tracking number

If your parcel still cannot be located, contact us and we will help you resolve it.

PEAK PERIODS

During Christmas, Black Friday, Boxing Day and Chinese New Year, both processing and delivery times may be extended. We will post cut-off dates on our website ahead of the Christmas period.

YOUR CONSUMER RIGHTS

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For more information about returns, exchanges and refunds, please see our Refund Policy.

QUESTIONS?

We are always happy to help.

Email: contact@theellisfamilygoldcoast.com
Response time: Within 1 business day, Monday to Friday.

 

This store is operated by:
VK Commerce Group LLC
30 N Gould St
Sheridan, WY 82801
United States