Shipping policy

Overview

Welcome to The Poke Mender. This Shipping Policy outlines how orders are processed, shipped, and delivered when you purchase products from our website. The terms “we”, “us” and “our” refer to The Poke Mender.

This policy applies to all orders placed through www.thepokemender.com and www.thepokemender.com.au and should be read in conjunction with our Terms of Service and Privacy Policy.

We aim to process and ship orders in a timely manner and provide transparent information regarding shipping rates, delivery timeframes, tracking, and customer responsibilities. Please note that all delivery timeframes provided are estimates only and may be affected by factors outside our control, including carrier delays and customs processing.

By placing an order with The Poke Mender, you acknowledge and agree to the terms set out in this Shipping Policy.

Section 1 - Order Processing Time

All orders are processed within 3 business days after payment has been received. Orders are not processed, shipped, or delivered on weekends or public holidays. In the event of high order volumes or unforeseen delays, customers will be notified where appropriate.

Section 2 - Shipping Destinations

The Poke Mender ships worldwide. Shipping availability and delivery timeframes may vary depending on the destination.

Section 3 - Shipping Carriers

Orders are shipped using Australia Post. The carrier used may vary depending on parcel size, weight, destination, and service availability.

Section 4 - Australian Shipping Rates

Shipping rates for orders delivered within Australia are outlined below. Rates are applied at checkout and are displayed prior to payment being completed. All prices are listed in Australian Dollars (AUD).

Standard shipping for orders under $60 AUD is charged at a flat rate of $10 AUD.
Free standard shipping is available on orders of $60 AUD and over.
Express shipping is available on all orders for a flat rate of $15 AUD.
There is no local pickup or drop-off option available.

Section 5 - International Shipping

International shipping rates are calculated at checkout based on the weight of the order and the destination country. Delivery times for international orders vary depending on location and carrier.

Section 6 - Estimated Delivery Times

All delivery timeframes are estimates only and begin once the order has been shipped, not when the order is placed.

For Australian orders:

Metro areas: 2–5 business days
Regional areas: 5–10 business days

International delivery timeframes vary by destination and may be affected by customs processing and carrier conditions. Delays may occur that are outside our control.

Section 7 - Shipping Confirmation & Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. Tracking information may take up to 24 hours to become active after dispatch.

Section 8 - Customs, Duties & Taxes

The Poke Mender is not responsible for any customs duties, taxes, or import fees applied to international orders. These charges are the responsibility of the customer and are determined by the destination country.

Section 9 - Lost, Delayed, or Damaged Parcels

If your order is lost, delayed, or arrives damaged, please contact us at hello@thepokemender.com within 7 business days of delivery. We will assist customers in lodging enquiries with the shipping carrier. Once an order has been handed over to the carrier, delivery timeframes are outside our control.

Section 10 - Incorrect Address

Customers are responsible for providing accurate and complete shipping details at checkout. The Poke Mender is not responsible for delays or losses resulting from incorrect or incomplete address information. Any additional shipping costs incurred to resend an order will be the responsibility of the customer.

Section 11 - Contact Information

For any shipping-related questions or concerns, please contact us at:
Email: hello@thepokemender.com