Shipping policy
Shipping Policy
AIRBONE CONNECT® is committed to providing clear, dependable and convenient delivery options for orders placed through our website. This policy explains our shipping charges, estimated delivery periods, order processing, tracking and procedures for delayed or missing parcels.
Delivery Estimates
Delivery periods are estimates rather than guaranteed arrival dates unless we expressly confirm otherwise. Delivery may take longer because of remote destinations, carrier disruptions, severe weather, public holidays, unusually high demand or circumstances outside our reasonable control.
Your rights under the Australian Consumer Law remain unaffected.
Where We Deliver
This Shipping Policy applies to eligible domestic orders delivered within Australia through the AIRBONE CONNECT® website.
Orders may be dispatched from our Australian inventory locations, fulfilment partners or authorised third-party fulfilment centres, depending on product availability and the delivery destination.
Delivery availability may vary for remote locations, islands, restricted areas, PO Boxes, Parcel Lockers and addresses that cannot be serviced by the selected carrier.
If we are unable to deliver to the address provided, we may contact the customer to request an alternative address or arrange another appropriate solution.
2Delivery Options
We provide two delivery options for eligible orders placed through our website.
Standard Delivery
Estimated delivery: 5–8 business days AU$10 Flat Rate • Free over AU$99Orders below AU$99 are charged a flat AU$10 Standard Delivery fee. Eligible orders of AU$99 or more receive Standard Delivery free of charge.
Free Standard Delivery is based on the eligible order value after discounts and before any separately charged delivery fees.
Expedited Delivery
Estimated delivery: 3–5 business days Flat rate: AU$14Expedited Delivery is charged at a flat AU$14 rate for eligible domestic orders, regardless of whether the order qualifies for free Standard Delivery.
Selecting Expedited Delivery prioritises the available delivery service but does not guarantee delivery on a particular date.
| Delivery option | Estimated delivery period | Delivery charge |
|---|---|---|
| Standard Delivery | 5–8 business days |
AU$10 flat rate for orders below AU$99. Free for eligible orders of AU$99 or more. |
| Expedited Delivery | 3–5 business days | Flat AU$14 rate |
Free Standard Delivery
Free Standard Delivery applies sitewide when the eligible order value is AU$99 or more.
No minimum product quantity is required. A qualifying order may contain one product or multiple products.
Orders below AU$99 are charged a flat Standard Delivery fee of AU$10. Orders with an eligible merchandise value of AU$99 or more receive Standard Delivery free of charge.
Delivery fees, gift cards and other excluded amounts do not contribute towards the AU$99 free-delivery threshold unless expressly stated otherwise.
If a return or order modification reduces the qualifying merchandise value below AU$99, any refund calculation may take into account the Standard Delivery charge that would originally have applied, where permitted by law and clearly disclosed to the customer.
4Business Days
A business day generally means Monday to Friday, excluding public holidays observed at the dispatch location, delivery destination or by the relevant carrier.
Saturdays, Sundays and public holidays are not ordinarily counted when calculating processing or estimated delivery periods.
Delivery estimates begin after the order has been processed and dispatched, not necessarily at the time the order is submitted.
5Order Processing and Dispatch
Orders are ordinarily reviewed and prepared for dispatch on business days.
Processing may include:
- payment authorisation and verification;
- fraud and transaction-risk screening;
- delivery-address validation;
- inventory confirmation;
- product picking and packing;
- shipping-label creation; and
- handover to the selected carrier or fulfilment partner.
Orders submitted during weekends, public holidays or periods of high demand may begin processing on the next available business day.
Processing may take longer where an order requires address confirmation, payment review, stock transfer, fraud verification or other reasonable investigation.
We may contact the customer if further information is required before an order can be safely dispatched.
6Fulfilment and Carrier Allocation
Orders may be fulfilled through AIRBONE CONNECT® inventory facilities, Amazon Multi-Channel Fulfilment, Australia Post or another appropriate fulfilment or delivery provider.
The fulfilment location and carrier may be selected according to:
- product availability;
- the customer's delivery location;
- the selected delivery option;
- warehouse capacity;
- carrier availability;
- parcel size or value;
- service restrictions; and
- the delivery method reasonably expected to provide the best outcome.
Customers select the available delivery speed at checkout but cannot ordinarily select the warehouse, fulfilment provider or individual carrier used to complete the delivery.
The appearance of external carrier or fulfilment-provider branding on a shipping label, tracking page or parcel does not change the customer's transaction with AIRBONE CONNECT®.
7Tracking and Delivery Notifications
Where tracking is available, the tracking information will ordinarily be provided after the order has been dispatched.
Tracking may be made available through:
- the order confirmation or dispatch notification;
- the customer's AIRBONE CONNECT® account;
- the carrier's tracking system; or
- an authorised fulfilment partner's tracking service.
Tracking information may take up to 24 hours, and occasionally longer, to display an initial carrier scan after dispatch.
Customers should monitor their tracking information and any delivery instructions or attempted-delivery notifications provided by the carrier.
8Delivery Estimates and Possible Delays
Standard and Expedited delivery periods are estimates based on normal operating conditions.
Delivery may take longer because of:
- remote, rural or regional delivery locations;
- public holidays and seasonal demand;
- carrier network disruptions;
- severe weather, flooding, fire or natural disasters;
- road, air or transport interruptions;
- incorrect or incomplete delivery information;
- delivery-access restrictions;
- security or payment verification;
- unexpected inventory discrepancies;
- carrier safety requirements;
- failed delivery attempts; or
- circumstances outside our reasonable control.
We will not describe an order as delivered merely because it has been dispatched. If an order is materially delayed or cannot be supplied within the represented or a reasonable period, we will assess the circumstances and provide an appropriate solution consistent with applicable law.
9Remote and Regional Locations
Delivery to remote, rural, regional or island locations may require additional transit time beyond the standard estimates.
Expedited Delivery may not be available to every postcode. Where an expedited service is unavailable, the checkout may restrict the option or we may contact the customer to discuss an alternative.
A remote-area delay does not automatically mean that the parcel is lost. Tracking scans may also occur less frequently in some regional carrier networks.
10PO Boxes and Parcel Lockers
Some orders may be delivered to an eligible PO Box or Parcel Locker where the product dimensions, value, carrier and selected service allow it.
Certain high-value, oversized, restricted or signature-required orders may require a residential or business street address.
If the selected carrier cannot deliver to the provided PO Box or Parcel Locker, we may request an alternative delivery address before dispatch.
11Delivery Address Responsibilities
Customers are responsible for providing a complete and accurate delivery address during checkout.
Before submitting an order, customers should confirm:
- the recipient's full name;
- unit, apartment or suite number;
- street number and street name;
- suburb, state and postcode;
- a suitable contact number;
- business name, where relevant; and
- any necessary delivery-access details.
AIRBONE CONNECT® is not responsible for avoidable delays caused by incorrect, incomplete or outdated information supplied by the customer.
However, we will take reasonable steps to assist where a delivery problem is reported promptly.
12Address Changes and Order Modifications
Address changes, product changes or order cancellations should be requested as soon as possible through our website Contact Form.
We may be able to update an order only while it remains unprocessed and has not been allocated, packed or dispatched.
Once an order has entered fulfilment or has been dispatched:
- the delivery address may no longer be changeable;
- products may no longer be added or removed;
- the selected delivery option may no longer be changeable; and
- the order may need to proceed through the applicable return process.
Carrier redirection services are subject to the carrier's own availability, verification requirements and restrictions.
13Authority to Leave and Safe-Drop Delivery
Depending on the carrier, delivery location and parcel value, a parcel may be left in a location considered reasonably safe or may require a signature, collection or another delivery attempt.
Where a customer expressly authorises a parcel to be left unattended, the customer accepts the ordinary risks associated with that instruction, except to the extent responsibility cannot lawfully be excluded.
Carriers may refuse to leave a parcel where the location is considered unsafe, exposed, inaccessible or inconsistent with carrier procedures.
AIRBONE CONNECT® cannot guarantee that a particular safe-drop request will be followed where it conflicts with carrier safety, security or signature requirements.
14Failed Delivery Attempts and Unclaimed Parcels
If nobody is available to receive a parcel, the carrier may:
- leave the parcel in a reasonably safe location;
- leave delivery instructions;
- attempt delivery again;
- redirect the parcel to a collection location; or
- return the parcel to the sender.
Customers are responsible for collecting parcels within the period specified by the carrier.
If a parcel is returned because it was unclaimed, refused or could not be delivered using the address supplied, we may contact the customer to arrange redelivery or another appropriate resolution.
Reasonable redelivery costs may apply where the failed delivery was caused by incorrect information, refusal, failure to collect or another circumstance within the customer's control, except where prohibited by law.
15Split Shipments
An order containing multiple products may be dispatched in more than one parcel or from more than one fulfilment location.
Split shipments may occur because of:
- inventory being stored at different locations;
- product dimensions or shipping restrictions;
- carrier capacity;
- availability of a faster fulfilment route; or
- other operational requirements.
Separate parcels may have different tracking numbers and may arrive on different days.
Customers will not ordinarily be charged an additional delivery fee solely because AIRBONE CONNECT® chooses to split an eligible order after checkout.
16Delayed Parcels
If tracking has not updated or the estimated delivery period has passed, customers should first review the tracking information for carrier updates, collection instructions or attempted-delivery notices.
If the issue remains unresolved, customers should contact AIRBONE CONNECT® through our website rather than relying only on the carrier.
When investigating a delayed parcel, we may:
- confirm the delivery address;
- review tracking events;
- contact the fulfilment provider or carrier;
- request a carrier investigation;
- ask the customer to check reasonable delivery locations;
- confirm whether another household or workplace member accepted it; or
- provide another appropriate solution based on the investigation.
Carrier investigations may require additional time, particularly where a parcel is still moving through the delivery network.
17Lost or Missing Parcels
A parcel will not necessarily be treated as lost immediately after an estimated delivery date passes. We may first allow a reasonable period for delayed carrier scans and complete an appropriate investigation.
If a parcel cannot be located or has been confirmed as lost, we will assess the available information and provide an appropriate remedy, which may include:
- dispatching a replacement product;
- providing a refund;
- providing another agreed solution; or
- taking another action required under applicable law.
Customers are not required to independently resolve a genuine non-delivery issue with the carrier before contacting us.
We may require reasonable verification before approving a replacement or refund, particularly where carrier records indicate delivery.
18Orders Marked as Delivered
If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should:
- check around the delivery property and any safe-drop locations;
- check with household members, neighbours, reception or building management;
- review any delivery photograph or collection instructions;
- confirm that the delivery address on the order is correct; and
- contact us promptly if the parcel remains missing.
We may request information reasonably required to investigate the delivery, including confirmation of the address and any relevant carrier evidence.
A carrier's delivered scan will be considered as part of the assessment but does not prevent us from investigating a genuine report of non-delivery.
19Damaged Parcels or Missing Contents
Customers should inspect delivered parcels as soon as reasonably possible.
If a parcel arrives damaged, opened, incomplete or with products missing, the customer should preserve the packaging and submit a report through our website Contact Form.
The report should include, where reasonably available:
- the order number;
- a description of the issue;
- photographs of the outer packaging;
- photographs of the shipping label;
- photographs of the product and internal packaging;
- details of any missing product or accessory; and
- any information provided by the carrier.
Customers should not discard damaged packaging until we confirm that it is no longer required for assessment.
Claims involving damaged or incomplete deliveries will be handled consistently with our Warranty & Refund Policy and applicable consumer law.
20Incorrect Products
If the product delivered is different from the product ordered, the customer should contact us through our website as soon as reasonably possible.
Customers should not use, install, modify or dispose of an incorrectly supplied product while the matter is being assessed.
Where we confirm that an incorrect product was supplied, we will arrange an appropriate remedy and bear reasonable return costs where required.
21Shipping Fees and Refunds
Original shipping charges are generally not refundable for voluntary change-of-mind returns.
However, shipping charges will be refunded or otherwise addressed where required by the Australian Consumer Law, including where goods are not supplied, are incorrectly supplied or a customer is entitled to recover reasonable delivery-related costs.
Expedited Delivery charges are not automatically refundable merely because delivery occurs later than the estimated period. We will assess the cause and extent of the delay, the representations made at checkout and the customer's rights under applicable law.
Return-related charges are governed by our Warranty & Refund Policy.
22Returns and Warranty Claims
This Shipping Policy applies to the initial delivery of an order. Change-of-mind returns, faulty products, replacement products and warranty claims are governed by our Warranty & Refund Policy.
Customers should obtain return instructions before sending a product. Products returned without sufficient identification or authorisation may experience processing delays.
View Warranty & Refund Policy 23Fraudulent or Abusive Delivery Claims
We may reasonably investigate claims involving suspected false information, altered evidence, substituted products, repeated delivery disputes or other potentially fraudulent conduct.
Where reasonably supported and permitted by law, we may:
- request additional identity or order verification;
- review carrier and fulfilment records;
- request delivery evidence;
- refer the matter to the payment provider or marketplace;
- restrict voluntary shipping benefits; or
- refer suspected unlawful activity to an appropriate authority.
This section will not be used to deny a genuine delivery claim or restrict rights that cannot lawfully be excluded.
24Australian Consumer Law
Online businesses generally have the same consumer-law responsibilities as physical businesses.
Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
If we cannot supply an order within the represented time or within a reasonable time, we will assess the circumstances and provide an appropriate solution in accordance with applicable law.
25Changes to This Shipping Policy
We may update this Shipping Policy when our delivery services, carriers, fulfilment arrangements, charges, service areas or legal obligations change.
The current version will be published on this page. Delivery charges and options displayed during checkout will apply to the order being placed, subject to applicable law.
Changes will not retrospectively reduce rights that already apply to a completed order.
26Trademark and Intellectual Property Notice
AIRBONE CONNECT® is a registered trademark used in connection with products and services supplied by or under the authority of its owner.
The AIRBONE registered logo, AIRBONE CONNECT® name, website content, product imagery, graphics and associated brand materials must not be copied, reproduced, modified, distributed or used without prior written authorisation, except where permitted by law.
27Contact Us About a Delivery
For assistance with tracking, delivery delays, missing parcels, damaged shipments or address concerns, please use our internal website Contact Form.
Please provide the order number, recipient name and a clear description of the delivery issue so that we can locate the relevant shipment.
Go Airbone Pty Ltd
Trading as AIRBONE CONNECT®
Shipping and delivery assistance:
Submit your request through our secure website Contact Form.
