Shipping Information
Page Index:
Thanks for coming to learn more about how we ship your products and what you can expect when it comes to delivery times and products. Our highest priority is to ensure you receive your items in good condition with fast shipping times. When this doesn't happen, it is usually due to circumstances that are outside of our control, however, we will always do what we can to assist your online purchase in meeting your expectations. On this page you'll find the following information:
- Australian Warehouse Shipping
- USA Warehouse Shipping
- Europe Warehouse Shipping
- Tracking Your Items
- Shipping Providers
- Shipping Terms & Conditions
- Christmas Holidays
Australian Warehouse Shipping Information
All Australian Warehouse orders will be processed within 1-3 business days with shipping every Mondays and Thursdays full tracking capabilities. If you have ordered an additional US warehouse item then your items will ship together (see USA Shipping times below).
Delivery Notifications: You will receive your parcel tracking number on the day of dispatch through the email address used at checkout. Further updates on the status of your order once shipped are at the discretion of the shipping company but may take place via text or email.
Our warehouse is located at 2E Cochrane Street, Mitcham, Victoria 3132.
We use Australia Post for orders dispatched through this warehouse.
SHIPPING METHOD |
CAPITAL CITIES & MAJOR METRO |
W.A. & NT AND REGIONAL AREAS |
| STANDARD | 1 - 6 BUSINESS DAYS |
|
Note: Australia Post has experienced delays due to covid and staff shortages. We have been assured that the company has removed its backlog and is back to its normal delivery schedule, however, this may not account for any future delays.
Some notes from Australia Post around posting expectations:
- Authority to Leave (ATL) service has been removed due to contactless delivery and the driver will leave your parcel at the door.
- If the driver is not able to gain access to the property the delivery will be reattempted the next business day. After the second attempt, a card will be left with pickup instructions to a local post office.
- Australia Post does not deliver on weekends, public holidays, Christmas Eve and New Year's Eve.
TRACKING YOUR ITEM FROM AUS WAREHOUSE
- You will be provided with a tracking number once your order is processed at the warehouse.
- The tracking number will not activate until the order is picked up by the courier.
- An email will be sent with all information. If you have not received this email please check your junk folder.
- If your order contains an item from the US then we will be shipping the items together. Therefore your order will only ship once we have received the item from the US warehouse.
USA Warehouse Shipping Information
The USA Warehouse order is processed every Friday at 4pm AEST.
The order is shipped to the AUS Warehouse via DHL Express in approximately 4-5 days.
Once it arrives at our AUS Warehouse, individual orders are shipped to individuals
When placing your order you can view the destination your order is originating from in the inventory section of the product information.
USA Warehouse shipping times: If your order is originating from the USA then time and day will determine how long it takes for you to receive your item. See below to understand that your product may take up to 5-12 days to ship from Aus warehouse.
WAREHOUSE |
SHIPPING PROVIDER |
DISPATCH |
TIME FRAME |
| USA WAREHOUSE | SHIPS VIA DHL EXPRESS | EVERY FRIDAY | 4-5 DAYS TO ARRIVE AT AUS WAREHOUSE |
| AUS WAREHOUSE | AUSTRALIA POST | PACKED AND SHIPPED WITHIN 24 HOURS OF RECEIVING YOUR ITEM | DEPENDING ON YOUR SELECTED EXPRESS OR PARCEL POST POSTAGE TIME |
Note: Sometimes our delivery partners experience delays and therefore these delivery times may vary. Thank you for your patience as we endeavour to ensure your purchases reach you as soon as possible.
EU Warehouse Shipping Information
All Europe Warehouse orders are currently being dispatched within 1-10 business days with full tracking capabilities.
You will receive your parcel tracking number on the day of dispatch through the email address used at checkout.
Our warehouse is located in Slovenia, Europe.
We use DHL Express for orders dispatched through this warehouse.
TRACKING YOUR ITEM FROM EU WAREHOUSE
- Once the courier collects your order, the shipping tracking number will activate.
- Delivery through DHL Express is quick, usually less than 7 business days.
- To ensure smooth delivery, please ensure your personal details are completely filled out correctly.
Tracking Your Items
- You will be provided with a tracking number once your order is processed at the warehouse.
- The tracking number will not activate until the order is picked up by courier.
- An email will be sent with all information. If you have not received this email please check your junk folder.
SHIPPING & HANDLING TERMS & CONDITIONS
By placing an order with THE POLE ROOM you are agreeing to our SHIPPING & HANDLING TERMS & CONDITIONS. Once your order has been dispatched to the third party delivery service, THE POLE ROOM has fulfilled its responsibilities under the purchase arrangement.
Once dispatched from our warehouse THE POLE ROOM is not responsible for:
-
Incorrect addresses entered at checkout
-
Lost, damaged or stolen parcels
-
Delays caused by the shipping provider, especially during high volume seasons
-
Checking whether the order has been delivered to your address
-
If your parcel is lost or taking longer than expected we will lodge a case with the shipping provider at your request.
-
in the event that your parcel cannot be retrieved THE POLE ROOM will not be able to refund or resend the parcel.
If you have any further questions, please get in contact with our customer service team HERE.
** Christmas Delivery Times
In the lead up to the traditionally busy peak period, Australia Post has set these delivery expectations for all customers.
Christmas lodgement dates for deliveries within Australia
We are recommending all items are lodged by the following dates for delivery within Australia by Christmas*:
- Parcel Post – 13 December 2021
- Express Post – 20 December 2021
* Excludes to and from Perth and Darwin.
For both domestic and international, items sent after these dates will be delivered as quickly as possible, but they may not arrive until after Christmas.
