Shipping policy
Which countries do we ship to?
We ship worldwide, from Canberra, Australia.
Processing time
Most orders are packed and posted within 24 hours. During unforeseen delays we will try to notify you. Small business reality applies here: sometimes we are soldering, packing, testing, answering support emails and chasing shipping software all in the same afternoon.
Order accuracy
Check the shipping address carefully before placing an order. If you notice a mistake, contact us via email as soon as possible. If the order has not been packed yet, we may be able to fix it. When the order is dispatched, changes become much harder and may not be possible.
How shipping works in one paragraph
Everywhere outside the European Union, standard shipping is Australia Post International Standard, fully tracked, and it is free on orders of A$94 or more (shown in your local currency at checkout), which covers every Faikin module and cable kit. Orders below that pay the Australia Post rate for your zone. An Australia Post Express upgrade is available at checkout for A$19 on top of the standard rate (so A$19 in total on orders that qualify for free shipping). In the European Union, standard shipping is DHL Parcel Direct, tracked door to door, free on the same terms. DHL Express Worldwide is also offered at checkout in most regions at a subsidised live rate: we charge DHL's price less what standard postage would have cost us. Delivery estimates below are the carrier's own figures for business days between major cities, and exclude any time in customs.
Within Australia
Australian orders are sent by Australia Post Express Post, typically 1 to 2 business days. Free Express Post on orders of A$84 or more, which includes every Faikin module and cable kit. For Australian customers, GST is included in the checkout price.
New Zealand shipments
New Zealand orders ship by Australia Post International Standard, fully tracked, typically 3 to 5 business days. New Zealand GST is not charged at checkout and parcels are not sent tax paid. Most orders arrive with nothing further to pay, but New Zealand Customs may assess GST and duty on consignments over NZ$1,000. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. An Australia Post Express upgrade (2 to 5 business days) is available at checkout for A$19.
United Kingdom shipments
UK orders ship by Australia Post International Standard, fully tracked, typically 4 to 7 business days. VAT is collected at checkout, and where any customs duty applies we pay it before the parcel reaches the UK, so there is nothing further to pay at customs or on delivery. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. Express options at checkout: an Australia Post Express upgrade (3 to 5 business days) for A$19, or DHL Express Worldwide at the subsidised live rate shown.
United States shipments
US orders ship by Australia Post International Standard, fully tracked, typically 5 to 9 business days. Duties and taxes are calculated and paid at checkout through our customs partner Zonos, so there is nothing further to pay at customs or on delivery. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. Express options at checkout: an Australia Post Express upgrade (3 to 6 business days) for A$19, or DHL Express Worldwide at the subsidised live rate shown.
Canada shipments
Canadian orders ship by Australia Post International Standard, fully tracked, typically 5 to 9 business days. No Canadian tax is charged at checkout. Canadian GST is assessed at the border and collected on delivery, and the carrier may add a handling fee. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. Express options at checkout: an Australia Post Express upgrade (3 to 6 business days) for A$19, or DHL Express Worldwide at the subsidised live rate shown.
European Union shipments
We are IOSS registered (IOSS number IM2330033266).
EU orders ship by DHL Parcel Direct, fully tracked door to door, typically 5 to 10 business days. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. For faster delivery, DHL Express Worldwide is offered at checkout at the subsidised live rate shown.
Whatever your order is worth, you pay nothing further on delivery. VAT is collected at checkout under our IOSS registration, and the EU low-value customs duty introduced on 1 July 2026 (a flat 3 euro per consignment) is already included in your price and paid by us before the parcel reaches your country. There is nothing to pay at customs, and no carrier or post office handling fee to settle at the door.
Cyprus and Malta are the two exceptions on carrier only: orders there ship by Australia Post International Standard (typically 5 to 10 business days) instead of DHL, with the same VAT arrangement and the same A$19 Australia Post Express upgrade available at checkout.
For EU business-to-business orders, VAT, taxes and any import charges are the responsibility of the receiving business. B2B orders must be arranged manually, contact us before ordering.
Rest of world
All other international orders ship by Australia Post International Standard, fully tracked. Typical delivery: Asia-Pacific 4 to 10 business days, the rest of Europe and the Middle East 5 to 10 business days, everywhere else 5 to 10 business days, with remote destinations taking longer. Local taxes and duties are not charged at checkout and are the responsibility of the customer if your country applies them. Free shipping on orders of A$94 or more, which includes every Faikin module and cable kit. An Australia Post Express upgrade is available at checkout for A$19 (Asia-Pacific 3 to 8 business days, rest of Europe and Middle East 4 to 9, elsewhere 3 to 5), and DHL Express Worldwide is offered at the subsidised live rate where DHL serves your address.
Express shipping
Two express options exist. The Australia Post Express upgrade is a flat A$19 on top of the standard rate, in every zone except the European Union, and is the sensible pick for most orders. DHL Express Worldwide is the fastest service we can offer and appears at checkout with a live quote for your address; we subsidise it by charging DHL's rate less what standard postage would have cost us, so the price you see is already discounted. Some orders arrive quickly. Some disappear into the mysterious administrative fog of international logistics for a while and then emerge later.
Customs, duties and taxes
For international orders outside the arrangements described above, customs duties, import taxes, VAT, GST, handling fees and similar charges are the responsibility of the customer unless clearly stated otherwise here, or at checkout. If your country charges import fees, those are not controlled by me and are not included in product prices unless specifically noted.
Shipping costs
Shipping costs are calculated at checkout based on the products ordered, destination and selected shipping method. Standard rates are Australia Post's published rates for your zone, and the free-shipping threshold is A$94 converted to your currency.
Tracking
All orders include tracking. Once your order has been dispatched, you should receive tracking information by email. If you do not receive it, contact us so we can resend it on your behalf.
Delivery issues
If your parcel is delayed, marked as delivered but cannot be found, or arrives damaged, please contact us. Once a parcel is handed to the carrier, delivery is ultimately in their hands, but we may be able to assist with tracking, carrier enquiries and practical next steps.
Lost or damaged parcels
If an item arrives damaged, make contact as soon as possible and include:
- your order number
- a description of the issue
- photos of the packaging and the item
Carriers are remarkably good at locating lost parcels. If a parcel is lost there may still be a chance for recovery.
Pre-orders and backorders
If a product is marked as a pre-order or backorder item, the dispatch timeframe will be noted on the product page or at checkout. If your order includes both in-stock and pre-order items, we may hold the order and ship all items together unless otherwise arranged.
Split shipments
In some cases, the safest or most practical option may be to send an order in multiple parcels. We will provide tracking details if applicable.
Incorrect or refused delivery
If a parcel is returned because the shipping address was incorrect, incomplete, or the parcel was unclaimed or refused, we may ask you to pay for re-shipment.
Returns and shipping costs
For change-of-mind returns, return postage is paid by the customer. For no-risk compatibility returns, we will pay return postage. For faulty items, we provide a remedy in line with applicable consumer law and returns policy.
Got questions?
Direct any shipping questions to us via email before placing an order. We are happy to answer your questions beforehand, rather than having a parcel go on an unintended world tour later.
