Shipping & delivery

How long it takes

Orders are picked and packed within 1–3 business days. From dispatch, delivery takes 7–12 business days to most Australian metro and regional addresses. Remote postcodes, Western Australia and the Northern Territory can take up to 18 business days. Large cat towers occasionally travel in two boxes that arrive a day or two apart.

Business days are Monday to Friday and exclude NSW public holidays. If your order has not arrived within 18 business days of dispatch, contact us — that is a refund or a replacement, your choice.

Tracking

Your tracking number is emailed as soon as the parcel is dispatched. You can also check progress at any time on the order tracking page using your order reference and email address. Tracking sometimes shows no movement for 2–3 days while a parcel clears the first sort facility — that is normal and not a sign it is lost.

Costs

• Free tracked shipping on orders over $95.00.
• $9.95 flat rate under that, anywhere in Australia.
• No rural surcharge, no fuel levy, no surprise handling fee at checkout.
• Return post for change-of-mind returns is covered by us within Australia.

Where we deliver

Australia only for now — all states and territories, including PO boxes and parcel lockers for small items. New Zealand is next; join the newsletter in the footer and you will hear when it opens.

Chimo Labs works with fulfilment partners who pack and dispatch orders on our behalf, and some parcels are dispatched from outside Australia. Import handling is arranged by us: there is nothing extra to pay when your parcel arrives.

Address changes and incorrect addresses

Email us before dispatch and we will change the address free of charge. After dispatch we will try, but the carrier may refuse. If a parcel comes back to us as undeliverable because the address was wrong or nobody collected it, we will contact you to arrange redelivery at cost or a refund less the original shipping charge.

If something goes wrong

Parcel marked delivered but not there? Check with neighbours and your local post office first, then email [email protected] within 14 days and we will chase the carrier or replace the item. Arrived damaged? Send a photo of the parcel and the item and we will replace it — no need to send it back first.

Your consumer rights

Delivery estimates are estimates, not guarantees, but they never limit your rights under the Australian Consumer Law. Goods must be delivered within a reasonable time; if we cannot deliver, you are entitled to cancel and be refunded in full.

GST and duties

All prices are in Australian dollars and include any applicable GST. Nothing extra to pay on delivery.