Shipping policy

Below is a full copy-and-paste Shipping Policy for the RAAus Shopify store.

Shipping Policy

Overview

Recreational Aviation Australia ships orders within Australia using Australia Post.

This Shipping Policy explains how we process, dispatch and deliver orders placed through our online store. Delivery services are provided by Australia Post, and tracking information will be supplied where available.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law, including your rights if goods are not delivered, are damaged in transit, or do not meet the consumer guarantees. Australian consumers have rights under consumer guarantees when buying goods or services. (ACCC)

Order processing times

Orders are generally processed during business hours, Monday to Friday, excluding public holidays.

We aim to pack and dispatch orders as soon as reasonably possible after payment has been received. Processing times may vary during busy periods, promotional periods, Christmas and holiday periods, or where an item is temporarily unavailable.

You will receive an order confirmation after placing your order. Once your order has been dispatched, you will receive shipping confirmation and tracking details where tracking is available.

Shipping carrier

All standard merchandise orders are shipped through Australia Post.

Depending on the item, delivery location and shipping method selected at checkout, your order may be sent using Australia Post parcel services, tracked post, Express Post, or another Australia Post service.

Australia Post may also use related delivery networks or partners, including StarTrack, for some parcel deliveries.

Shipping rates

Shipping rates are calculated and displayed at checkout before you complete your purchase.

Shipping charges may vary depending on:

  • the size and weight of the order;

  • the delivery address;

  • the shipping method selected;

  • packaging requirements; and

  • any Australia Post rates or service changes.

The final shipping cost will be shown at checkout before payment is completed.

Delivery addresses

Please ensure your delivery address is complete and accurate before submitting your order.

Your delivery address should include:

  • recipient name;

  • business or organisation name, if applicable;

  • unit, suite or apartment number, if applicable;

  • street number and street name;

  • suburb;

  • state or territory;

  • postcode;

  • country; and

  • any delivery instructions, where relevant.

We are not responsible for delivery issues caused by incorrect, incomplete or outdated address details supplied at checkout.

If an order is returned to us because the address provided was incorrect, incomplete, inaccessible or unable to be delivered to, we may contact you to arrange redelivery. Additional postage charges may apply.

PO Boxes and parcel lockers

Australia Post can deliver to many Australian PO Boxes and parcel lockers, depending on the size, weight and type of item.

If you choose to use a PO Box or parcel locker, please ensure the address is entered correctly and complies with Australia Post’s addressing requirements.

Some oversized or bulky items may not be suitable for PO Box or parcel locker delivery. If this applies to your order, we may contact you to request an alternative delivery address.

Delivery times

Delivery times are estimates only and may vary depending on your location, the service selected, Australia Post’s delivery network, public holidays, weather events, peak periods and other circumstances outside our control.

Estimated delivery timeframes may be shown at checkout or provided by Australia Post once your order has been dispatched.

Australia Post provides parcel tracking tools that allow customers to check the progress of tracked parcels online. (Australia Post)

Tracking your order

Where tracking is available, tracking details will be sent to you once your order has been dispatched.

You can use your tracking number through Australia Post’s tracking service to view available delivery updates. Tracking updates may take some time to appear after the parcel has been lodged.

If your tracking has not updated for several business days, or your parcel appears delayed, please check the Australia Post tracking page first. You can also contact us at media@raaus.com.au and we will assist where possible.

Authority to leave

Some Australia Post deliveries may allow for parcels to be left in a safe place, depending on the delivery service, parcel type and Australia Post’s delivery procedures.

If you request or authorise a parcel to be left unattended, you accept responsibility for the parcel once Australia Post records it as delivered, unless otherwise required by law.

We recommend using a secure delivery address where someone is available to receive the parcel.

Delayed deliveries

While we aim to dispatch orders promptly, delivery delays may occur after an item has been handed to Australia Post.

Delays may be caused by:

  • Australia Post network delays;

  • high parcel volumes;

  • public holidays or peak shopping periods;

  • severe weather or natural events;

  • incorrect or incomplete address details;

  • remote or regional delivery locations;

  • customs or border processing, where applicable; or

  • other circumstances outside our control.

If your parcel is delayed, please check the tracking information first. If you need assistance, contact us at media@raaus.com.au with your order number and tracking number.

Australia Post advises that compensation may be available in some circumstances where items are lost, late or damaged, depending on the service used and the circumstances. (Australia Post)

Lost parcels

If you believe your parcel has been lost, please contact us at media@raaus.com.au with your order number and tracking details.

We may ask Australia Post to investigate the delivery status of the parcel. Please note that Australia Post investigations can take time.

If your parcel is confirmed as lost, we will work with you to resolve the issue in accordance with your rights under the Australian Consumer Law and any applicable Australia Post processes.

Damaged parcels

Please inspect your order when it arrives.

If your order arrives damaged, please contact us as soon as possible at media@raaus.com.au and include:

  • your order number;

  • photos of the damaged item;

  • photos of the packaging;

  • your delivery address; and

  • a short description of the issue.

Please keep the item and packaging until we have assessed the issue, as Australia Post may require evidence for investigation or compensation purposes.

Where an item is damaged in transit or does not meet the consumer guarantees under the Australian Consumer Law, we will work with you to provide an appropriate remedy.

Incorrect or missing items

If you receive the wrong item, or if part of your order is missing, please contact us as soon as possible at media@raaus.com.au with your order number and details of the issue.

We will review the order and work with you to resolve the matter.

International shipping

At this stage, our online store is intended for Australian delivery addresses unless international shipping is made available at checkout.

If international shipping is offered for a particular order, additional shipping costs, customs duties, taxes, import fees or delivery delays may apply. These charges are the responsibility of the customer unless otherwise stated.

Click and collect

Click and collect is not available unless specifically offered at checkout or arranged with us in writing.

Order changes after purchase

Please review your order and delivery details carefully before completing checkout.

If you need to update your delivery address or order details, contact us as soon as possible at media@raaus.com.au. We will do our best to assist, but we may not be able to make changes once an order has been processed or dispatched.

Returns

Shipping costs for returns are handled in accordance with our Refunds, Returns and Exchanges Policy.

For change of mind returns, customers are generally responsible for return postage unless otherwise agreed.

For faulty, damaged, incorrect or misdescribed items, your rights under the Australian Consumer Law apply.

Contact us

For shipping questions, please contact:

Recreational Aviation Australia
3/1 Pirie St
Fyshwick ACT 2609
Australia

Email: media@raaus.com.au