Shipping Policies

Summary

• Shipping is free on Australian orders over AU$150. Otherwise, shipping within Australia is AU$9.95 for standard and AU$14.95 for express.
• Orders placed before 11am Sydney time on a business day usually ship the same day.
• For Australian orders, standard delivery typically takes 3 to 5 business days, and express 1 to 2.
• We ship to New Zealand and most countries worldwide (except the United States), with rates and delivery times shown at checkout. Import duties and taxes may be payable when your parcel arrives (see International orders).
• If something goes wrong with your delivery, email help@stax.com.au and we'll do our best to help you.

Where we ship

We ship to Australia (including PO boxes and parcel lockers), New Zealand and most countries worldwide. We can't deliver international orders to PO boxes.

We don't currently ship to the United States. Join our newsletter to hear first if that changes.

Orders are sent to the address entered at checkout, so please check it carefully before paying.

If you're buying a digital gift card, it's delivered by email, so there's nothing to ship.

Dispatch times

Every order ships from our Sydney warehouse with Australia Post. If you order:

• Before 11am Sydney time on a business day, it'll usually ship the same day.
• After 11am, or on a weekend or NSW public holiday, it'll ship the next business day.

Launches and sale periods can get busy, so please allow a few extra business days for your order to ship. We'll try our best to get it out to you as fast as we can.

In rare cases, an item may sell out after you've placed your order. If this happens, we'll email you and refund that item in full.

Shipping rates and delivery times

Delivery times are counted from when your order ships, not when you place it, and they're estimates rather than guarantees. Express gets your parcel to you faster once it's on its way, but it doesn't change when we dispatch it.

Changes and cancellations

Orders go straight to our warehouse so we can get them to you faster, which means we can't guarantee changes or cancellations once an order is placed. If you need to update your address or other details, or cancel your order, email help@stax.com.au as soon as possible and we'll do our best to catch it before it ships.

Once your order has shipped, we can't cancel it, but you're welcome to return it under our Returns Policy. Please note we can't be held responsible for parcels sent to an incorrect address entered at checkout.

Tracking

Once your order ships, we'll email you a tracking link. Updates may take up to 24 hours to appear. If your tracking stops updating, see “Lost, delayed or damaged parcels” below for next steps.

Delivery

If no one is home, Australia Post will usually leave your parcel in a safe place, so please make sure there's a safe, accessible spot at your address. If you'd rather sign for it, you can set your delivery preferences in the Australia Post app. For orders to workplaces, please include the business name.

Once your parcel is marked as delivered, including if it's left in a safe place, it's in your hands. If you can't find it, go to the “Lost, delayed or damaged parcels” section below.

Undeliverable parcels

If your parcel can't be delivered or isn't collected from the post office in time, it will be returned to us and we'll contact you to arrange redelivery. Additional shipping charges may apply if it was returned due to an incorrect address or not being collected.

Lost, delayed or damaged parcels

We do our best to get every order to you quickly and safely, and we're really sorry if your order hasn't arrived as expected. Please email us at help@stax.com.au with your order number and we'll help.

• If your tracking hasn't updated in 5 business days, contact us and we'll follow up with Australia Post. If your parcel is lost in transit, we'll work with you to resolve it.
• If your parcel is marked as delivered but you can't find it, please check around your property first. If it's still missing, email us within 7 days of the delivery date and we'll lodge a claim.
• If your parcel arrives damaged, lodge a claim through our returns portal or email us as soon as possible with photos of the parcel and items, and we'll look into it for you.

We'll keep you updated while your claim is open. If you received a faulty or wrong item, go to the “Faulty or damaged items” section of our Returns Policy.

International orders

Prices and shipping costs are shown at checkout in your local currency, or in US dollars if your currency isn't available.

For orders outside Australia, any import duties and taxes are payable on arrival unless otherwise shown at checkout. These charges are set by your country's customs authority and can't be refunded by us. Customs may also occasionally hold parcels, which can delay delivery.

If you choose not to pay duties and taxes, your parcel will come back to us. Once it arrives, we'll refund your items, less the original shipping cost and any return charges.

Get in touch

If you have any questions about your delivery, our Customer Support team is happy to help. Email us at help@stax.com.au and we'll get back to you within 24 hours.

For returns and exchanges, see our Returns Policy. For everything else, see our Terms of Service.

We may update this policy from time to time. The version in place when you placed your order is the one that applies.