1. Overview
This Delivery Policy explains how TSUBAME handles the dispatch, shipment, and delivery of all orders placed through our website. By placing an order, you agree to the terms outlined below. This policy operates alongside our Terms & Conditions, Returns & Refunds Policy, and Privacy Policy.
2. Delivery Methods
TSUBAME uses trusted carriers to ensure safe and reliable delivery:
- Australia Post — Standard & Express
- DHL Express — Premium international and domestic courier
- Other carriers may be used for special shipments or oversized items
The available delivery options for your order will be shown at checkout.
3. Dispatch Timeframes
We aim to dispatch all in‑stock items within:
- 1–2 business days for standard orders
- Same‑day dispatch may occur for Express orders placed before 12pm AEST
- Pre‑order items ship once stock arrives (see Pre‑Order Policy)
During peak periods (sales, holidays, new releases), dispatch times may extend slightly.
4. Delivery Timeframes
Estimated delivery times:
- Australia Post Standard: 2–8 business days
- Australia Post Express: 1–3 business days
- DHL Express: 1–3 business days to major cities, 3–7 for regional areas
These are estimates only. Actual delivery times depend on the carrier and destination.
5. Tracking
All orders include tracking. Once your order is dispatched, you will receive a tracking number via email or SMS.
Tracking updates are controlled by the carrier. TSUBAME cannot modify or accelerate carrier processes.
6. Delivery Address Requirements
Customers are responsible for providing a complete and accurate delivery address. We cannot guarantee delivery to:
- incomplete addresses
- PO Boxes (for DHL Express)
- addresses requiring special access instructions not provided at checkout
If a parcel is returned due to an incorrect address, redelivery fees may apply.
7. Authority to Leave (ATL)
If you select Authority to Leave, the parcel may be left unattended at your address.
By choosing ATL:
- risk transfers upon the carrier’s “delivered” scan
- TSUBAME is not responsible for theft, loss, or damage after delivery
- carriers may override ATL if the location is deemed unsafe
If ATL is not selected, a signature may be required.
8. Risk & Ownership
Risk transfers to you when:
- the parcel is delivered to the address provided, or
- the carrier records a successful delivery scan (including ATL)
Ownership transfers once full payment is received.
If a parcel is lost before delivery, TSUBAME will assist with investigation and replacement in accordance with ACL.
9. Packaging Standards
All orders are packed using TSUBAME’s protective packaging standards:
- reinforced cartons
- bubble wrap or foam
- corner protection for boxed models
- moisture‑resistant sealing for international shipments
We take every reasonable step to ensure your items arrive safely.
10. International Shipping
International delivery is available to selected countries.
Customers are responsible for:
- customs duties
- import taxes
- local handling fees
- compliance with local regulations
Delays caused by customs are outside TSUBAME’s control.
11. Delivery Issues
If your parcel is:
- Delayed: Check tracking first; then contact us if no movement for 5+ business days.
- Lost: We will lodge an investigation with the carrier.
- Damaged: Contact us within 48 hours with photos of the packaging and item.
We will assist in accordance with ACL and our Returns & Refunds Policy.
12. Pre‑Order Deliveries
Pre‑order items ship once stock arrives. Release dates are estimates provided by manufacturers and may change without notice.
If your order contains both in‑stock and pre‑order items:
- items may ship together once all stock is available, or
- you may request split shipping (fees may apply)
13. Click & Collect
If Click & Collect is available:
- You will receive a notification when your order is ready
- ID may be required for pickup
- Orders not collected within 14 days may be cancelled or returned to stock
14. Contact Us
For delivery questions or assistance, contact TSUBAME Support: support@tsubame.au
