Shipping Information
Shipping Partners
Most orders are shipped using our trusted shipping partner, Sendle. For larger or specialist items, such as artworks, we work with a range of other courier services, including FedEx, StarTrack and DHL, or whichever carrier is most appropriate for your location and the nature of the item.
Order Processing & Dispatch
Most in-stock orders are dispatched from our warehouse located in Ultimo, Sydney, Australia, within 1–3 business days of receiving your order.
All artworks are produced and shipped from our trusted supplier based in Rosebery, Sydney.
Please note that we are unable to deliver to PO Boxes. If you do need to have an item sent to a PO Box, please contact us at orders@thecoolhunter.net.
Tracking
All deliveries can be tracked via the shipping partner’s tracking system. Tracking details will be emailed once your order has been dispatched. If you experience any issues at any stage, please feel free to contact us and we’ll be happy to assist.
Shipping Timeframes
Australia (domestic orders)
Please allow 5–14 business days for delivery on standard domestic orders, unless otherwise specified on the product page.
For deliveries to the Northern Territory and remote areas, please allow 10–21 business days.
Artwork Orders (Australia)
For domestic artwork orders, please allow up to 21 business days for production and delivery, unless otherwise specified via email.
International Orders
For international orders, please allow 14–21 business days for delivery, unless otherwise specified on the product page.
Artwork Orders (International)
For international artwork orders, please allow up to 28 business days for production and delivery, unless otherwise specified via email.
All delivery timeframes are estimates only and are not guaranteed. Delivery times may vary depending on destination, customs processing, courier delays and peak periods.
Shipping Costs
Australian Shipping
Flat rate shipping of $10 AUD on all orders over $150 AUD.
International Shipping
International shipping rates vary by region and are charged at a flat rate as follows:
- New Zealand: $25 NZD
- Europe: €18
- United Kingdom: £15
- United States and all other international destinations (excluding NZ, UK and Europe): $20 USD
Shipping Restrictions
Unfortunately, due to exceptionally high shipping costs, we are unable to ship to South America, Africa or Portugal at this time. If you are located in one of these regions and would still like to make a purchase, please contact us at orders@thecoolhunter.net, and we’ll do our best to assist.
Customs, Duties and Taxes
Orders placed outside Australia may be subject to customs inspections and import duties or taxes levied by the destination country. Any such fees are the responsibility of the customer and are not included in the purchase price or shipping fee.
Made to Order Items
Certain items available on The Cool Hunter are produced specifically to order and are clearly identified as made to order on the product page. This applies in particular to artworks and made-to-order mirrors.
Production of made-to-order items typically commences within 24–48 hours of an order being placed. As these items are produced specifically for each customer, made-to-order items are non-returnable and non-refundable once production has commenced.
If you need to request a cancellation, please contact us as soon as possible at orders@thecoolhunter.net. While we will always do our best to assist, cancellation requests can only be accommodated if production has not yet begun.
If you have any questions regarding whether an item is made to order, or about lead times prior to placing an order, please feel free to contact us and we’ll be happy to assist.
Refunds & Exchanges
We do not offer refunds or exchanges for change-of-mind purchases.
If an item you have purchased is out of stock, a full refund will be issued.
In the unlikely event that an item arrives damaged or defective, we are happy to offer an exchange for the same item, subject to availability. Refunds for damaged or defective items are only offered where a replacement is unavailable.
Any issues relating to damage or defects must be reported to us within 5 business days of delivery, along with supporting photographs, so that we can assess the issue and assist you as quickly as possible.
Made-to-order items, including artworks and made-to-order mirrors, are subject to our Made to Order policy and are not eligible for return or refund once production has commenced.
Australian Consumer Law
Nothing in this policy is intended to limit or exclude your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
