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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.

Within Australia

Australian orders are sent by Australia Post Express Post. Free Express Post on orders AU$89 and over. For Australian customers, GST is included in the checkout price.

New Zealand shipments

New Zealand orders ship by DHL Parcel International Direct, fully tracked and door to door. We are registered for New Zealand GST (GST number 149-048-332), so 15% GST is included in the checkout price and there is nothing further to pay on delivery. Free shipping on orders that include a Faikin module and cable kit. An express upgrade by DHL Express is available at checkout at the live rate shown.

United Kingdom shipments

UK orders ship by DHL Parcel International Direct, fully tracked and door to door, Delivered Duty Paid: VAT and any duties are covered, so there is nothing further to pay at customs or on delivery. Free shipping on orders that include a Faikin module and cable kit. An express upgrade by DHL Express is available at checkout at the live rate shown.

United States and Canada shipments

US and Canada orders ship by DHL Parcel International Direct, fully tracked and door to door, Delivered Duties Paid: duties and taxes are prepaid at checkout, so there is nothing further to pay at customs or on delivery. Free shipping on orders that include a Faikin module and cable kit. An express upgrade by DHL Express is available at checkout at the live rate shown.

European Union shipments

We are IOSS registered (IOSS number IM2330033266).

EU orders ship by DHL Parcel International Direct, fully tracked and door to door. Free shipping on orders that include a Faikin module and cable kit. An express upgrade by DHL Express is available at checkout at the live rate shown.

For orders under €150, VAT is collected at checkout under IOSS, so there are no further charges on delivery. For orders €150 and over, duties and VAT are prepaid at checkout (DDP), so there are no additional charges on delivery or at customs.

Cyprus and Malta orders ship by Australia Post International Standard with the same checkout VAT arrangements. FedEx and DHL Express are also available at checkout at calculated rates.

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, including the rest of Asia-Pacific, the rest of Europe and the Middle East, ship by Australia Post International Standard. Free shipping on orders that include a Faikin module and cable kit. An express upgrade by DHL Express is available at checkout at the live rate shown.

Express shipping

For international orders, the express option is DHL Express at the live rate shown at checkout. Delivery times vary depending on destination, local postal services, customs processing and the shipping method selected. 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.

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.