Shipping and delivery
Our products ship from overseas suppliers, so delivery takes weeks rather than days. This page sets out exactly what to expect, including what happens when something goes wrong.
Where your order ships from
Mossfinch does not hold stock in Australia. Our products are held by established overseas wholesale suppliers who pack and dispatch your order directly to your address.
We tell you this before you buy, on this page and on every product page, because it is the single biggest thing that affects your experience. It keeps prices lower than they would otherwise be on a range this small. It also means your parcel travels a long way, and we cannot get it to you in two days no matter how the order is placed.
If you need something this week, buy it locally. We would rather say that than take an order we cannot serve properly.
How long delivery takes
| Stage | Estimated time |
|---|---|
| Order placed to dispatch | 2 to 5 business days |
| Dispatch to delivery, metropolitan addresses | 10 to 25 business days |
| Dispatch to delivery, regional and remote addresses | Longer than the above. Allow additional time. |
| Total, order to doorstep | Plan on roughly three to six weeks |
These are business days, so they do not count weekends or public holidays. Peak retail periods, customs processing and severe weather can all push a delivery past the top of the range.
We quote the longer end deliberately. An estimate that is usually wrong is worse than one that is occasionally pessimistic.
TODO before launch: confirm these dispatch and transit windows against the supplier’s written service levels, and against the actual carrier used for Australian delivery. If the real figures are slower than the table above, change the table rather than the supplier.
What shipping costs
TODO: confirm shipping rates before launch.
Shipping charges are not set yet, because they depend on supplier terms that are still being confirmed. Whatever they turn out to be, they will be shown in full before you confirm an order, and never added afterwards.
Where we ship
Australia only, for now. We do not ship to New Zealand or anywhere else yet, and we would rather leave that switched off than take an order we cannot fulfil.
We deliver to residential and business addresses, including PO boxes and parcel lockers where the carrier accepts them. We cannot deliver to an address outside Australia.
GST and import charges
Every price on this site is the total price in Australian dollars and includes GST. Mossfinch is registered for GST, ABN 63 107 258 045, and GST is collected at the point of sale.
You do not pay anything further when the parcel arrives. There is no customs charge, handling fee or GST invoice at the door for a standard order.
TODO before launch: confirm the treatment of any single order valued at $1,000 or more with an accountant, as imported goods at or above that value are handled differently at the border and may attract duty and GST on arrival. Do not publish pricing that crosses that threshold until this is settled.
Tracking
Every order is sent with tracking. You will get an email with a tracking number once the parcel has been scanned by the carrier, which is usually a few days after dispatch rather than the same hour.
Tracking on international parcels goes quiet in the middle. It is normal for a tracking page to sit unchanged for a week or more while the parcel is in transit or waiting on customs clearance, and then update several times in one day. Silence in that window is not a lost parcel.
If tracking has not moved at all for ten business days, email us at support@mossfinch.com with your order number and we will chase the carrier.
When something is late
Late deliveries happen, and we would rather deal with them plainly.
- Still inside the estimate. There is usually nothing to do yet. The windows above are wide because international transit is genuinely variable.
- Past the estimate. Email us with your order number. We will contact the supplier and the carrier and tell you what we find, including if the answer is that they do not know.
- Past the estimate by two weeks or more. We treat the parcel as lost. You choose a replacement or a full refund, and we do not ask you to keep waiting.
We will contact you if we learn an order is delayed before you notice it. You should not have to chase us for information we already have.
Lost, damaged or wrong items
If your parcel arrives damaged, or the wrong item is inside, email support@mossfinch.com with your order number and photographs of the item and the packaging. Do not throw the packaging out until it is sorted, because the carrier may need it.
You are covered by the consumer guarantees in the Australian Consumer Law in these situations. Nothing on this page reduces those rights. See returns and refunds.
Wrong address
Check your delivery address before you confirm an order. Once a parcel has been dispatched from an overseas supplier, the address usually cannot be changed.
If you spot a mistake straight away, email us immediately. If the order has not been dispatched we will fix it. If it has, we will tell you honestly what your options are.
Questions
Email support@mossfinch.com. We answer within two business days. See also the frequently asked questions.