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AXQ Shipping Policy

Effective Date: 1 JANUARY 2026


This Shipping Policy applies to physical goods purchased through AXQ (the “Company”, “we”, “us”, “our”) via our website or approved sales channels. It should be read together with our Terms & Conditions and Refunds/Returns Policy.

1) Shipping Coverage & Destinations

We ship to:

  • Australia (Domestic)
  • International destinations (selected countries/regions)

Availability of international shipping, carriers, services, and delivery timeframes may vary based on destination, customs requirements, and courier network capacity.

If we are unable to ship to your address, we will contact you promptly and provide available alternatives or a refund (where applicable).

2) Order Processing Times

Standard processing time: [1–3] business days (excluding weekends and public holidays).
Processing time includes order verification, pick/pack, and dispatch handover to the carrier.

Orders placed after [2:00 PM AEST] may be processed the next business day.

Peak periods: During promotional events, public holidays, or peak seasons, processing may take longer. We will display updated guidance on our website or notify you where delays are material.

3) Shipping Methods & Carriers

We use reputable carriers and shipping services appropriate to the product type, destination, and delivery requirements, which may include:

  • Australia Post / StarTrack
  • DHL / FedEx / UPS
  • Other approved courier services

Carrier selection is at our discretion unless a specific service is purchased or agreed in writing.

4) Delivery Timeframes (Estimated)

Delivery timeframes are estimates only and start from the date of dispatch (not order date).

Australia

  • Standard: [2–7] business days
  • Express: [1–3] business days (where available)

International

  • Standard: [7–21] business days
  • Express: [3–10] business days (where available)

Remote areas may experience longer delivery windows.

5) Shipping Costs

Shipping costs are calculated at checkout based on:

  • Destination and delivery service selected
  • Parcel weight/size and packaging requirements
  • Product handling requirements (e.g., fragile items)

Where free shipping is offered, it will be clearly stated at checkout and may be subject to conditions such as minimum spend, region, or product exclusions.

6) Address Accuracy & Delivery Instructions

Customers are responsible for providing accurate shipping details, including:

  • Full address, suburb, state, postcode, and country
  • Correct contact number and email address
  • Any required delivery instructions (e.g., unit number, access codes)

If an order is returned due to an incorrect or incomplete address, you may be required to pay a re-shipping fee. If a refund is requested, shipping charges (and any return-to-sender fees charged by the carrier) may be deducted from the refund, where permitted by law.

7) Tracking & Dispatch Confirmation

Once dispatched, you will receive a shipping confirmation email with tracking details (where tracking is supported). Tracking updates are provided by the carrier and may not reflect real-time movement in all cases.

8) Signature on Delivery / Authority to Leave

Depending on the service and destination:

  • A signature may be required on delivery; or
  • “Authority to Leave” (ATL) may be available.

If you request ATL, you acknowledge the carrier may leave the parcel unattended. To the extent permitted by law, AXQ is not liable for loss or theft after a parcel is delivered to the nominated address under ATL.

9) Partial Shipments

Some orders may be shipped in multiple parcels due to:

  • Product availability
  • Different warehouse locations
  • Size/weight constraints

Where possible, we will notify you if your order will arrive in separate shipments.

10) Delays Outside Our Control

Delays may occur due to factors outside AXQ’s control, including:

  • Carrier network disruptions
  • Weather events and natural disasters
  • Customs inspections and border delays
  • Public holidays and peak demand periods
  • Industrial action or supply chain interruptions

AXQ is not responsible for delivery delays caused by third parties; however, we will assist with reasonable tracking and escalation requests.

11) International Shipping, Duties & Taxes

International orders may be subject to:

  • Import duties
  • Customs processing fees
  • Local taxes (VAT/GST equivalent)
  • Brokerage or handling fees

These charges are typically payable by the recipient and are not included in AXQ’s product price or shipping fee unless explicitly stated at checkout.

We recommend contacting your local customs authority for guidance before ordering.

12) Lost, Missing or Damaged Parcels

If your order appears lost, is missing items, or arrives damaged:

Report promptly: Contact us within [7] days of delivery (or expected delivery date if undelivered).
Include:

  • Order number
  • Photos of the parcel and product (for damage claims)
  • Description of the issue

We may lodge an investigation with the carrier. Resolution options may include replacement, store credit, or refund depending on:

  • Carrier findings
  • Proof of delivery
  • Condition of goods
  • Applicable consumer law

13) Incorrect Items / Order Errors

If you receive the wrong item, contact us within [7] days of delivery. We will:

  • Arrange return of the incorrect item (where required), and
  • Ship the correct item or provide a remedy in accordance with applicable law.

14) Restricted Items & Shipping Limitations

Some products may be restricted or require special handling (e.g., hazardous materials, regulated goods). Where an item cannot be shipped to your location, we will notify you and provide an alternative solution or refund.

15) Contact

For shipping enquiries, tracking support, or delivery issues:

Email: [email protected]
Subject line suggestion: “Shipping Enquiry – Order #[Insert Order Number]”