We understand that your goodies arriving after they are needed is bad for everyone and thus we work very hard to avoid this happening and we are proud to say we have a great success rate for getting goods to our customers by their requested date! With that being said though whilst we would love to say "yes, we can guarantee the arrival date of your goods", the reality is that we simply cannot offer this guarantee.
If you have advised us that you need your goodies for a certain date/event we take this very seriously and have several systems in place to keep a close eye on this time frame for you. Once we have been advised of your event date we update your order with what we refer to as a "Latest Dispatch Date" - this is the last day that your order can be given to the freight forwarder (courier or Australia Post) and still be within the estimated delivery time frame published by the freight forwarder. We use the latest dispatch date as the way to guarantee that we dispatch your order in time.
When your order is dispatched (ie. the freight forwarder has collected it from our warehouse) the parcel is then in the hands of the freight forwarder and we no longer have specific control over making sure that the transit times are met. For this reason, this makes it impossible for us to guarantee a specific date of delivery - the reality is that no company can ever guarantee transit times because of the huge number of variables involved in the transit process. If you read any freight forwarder terms and conditions, and even Australia Posts highest express offerings, they never actually guarantee they will deliver to a specific time. The best guarantee that *some* will give you is that they will allow you to apply for a refund of the freight cost if their "guarantee" is not met - Bummer eh!
We dispatch, literally, thousands of parcels every month and we measure the freight forwarder's performance very carefully to make sure we best understand the likelihood of estimated transit times being met and use this understanding when planning our latest dispatch date for your order. It's not an exact science, but we normally have a good degree of confidence in our ability to plan when a parcel will arrive to you.
All our freight is tracked at no additional cost and at the point your order leaves our warehouse, we provide you with all the tracking details (ie. estimated date of arrival, consignment number and freight forwarder contact details) so you can keep a close eye on your goods throughout the transit process. We also have a full-time Customer Service Team who are at your disposal to assist with interpreting scans and liaising with the freight forwarder on your behalf for additional information if needed.
