Shipping policy
<h2>Shipping Policy</h2>
<p>Every Plane Pads desk mat is printed to order, so each parcel involves a short production stage before it is handed to a carrier. The timeframes and costs below cover both stages. Please read this alongside our Refund & Returns Policy, which covers what happens if a parcel arrives damaged or does not arrive at all.</p>
<h3>1. Where we ship</h3>
<p>We ship worldwide. Orders are dispatched from our production partner and arrive in plain, unbranded packaging.</p>
<p>We are unable to deliver to PO boxes in some countries, or to any destination subject to shipping restrictions or trade sanctions. If we cannot ship to your address, we will contact you and refund your order in full.</p>
<h3>2. Processing time</h3>
<p>Orders are printed and packed within <strong>2–5 business days</strong> of purchase. Business days are Monday to Friday, excluding public holidays.</p>
<p>Processing may take longer during sale periods, new releases, and the November–December peak. We will let you know if your order is affected.</p>
<h3>3. Delivery times</h3>
<p>Once dispatched, standard tracked delivery takes <strong>7–20 business days</strong>.</p>
<p>Your total wait is processing plus transit, so please allow <strong>9–25 business days</strong> from the day you order to the day it lands.</p>
<p>These are estimates based on carrier averages, not guarantees. Once a parcel is with the carrier, its progress is outside our control.</p>
<h3>4. Shipping rates</h3>
<ul>
<li><strong>Standard tracked shipping: A$5.00 per order</strong>, to any destination.</li>
<li>The A$5.00 charge is per order, not per item — adding more items to the same order does not increase it.</li>
<li><strong>Free shipping</strong> is available when a valid free-shipping promotional code is applied at checkout.</li>
</ul>
<p>Promotional codes must be entered at the time of purchase. They cannot be applied to an order that has already been placed, and unless stated otherwise they cannot be combined with other shipping offers.</p>
<h3>5. Tracking</h3>
<p>You will receive a shipping confirmation email with a tracking number once your order leaves our facility.</p>
<p>Tracking can take <strong>2–5 business days</strong> to show its first scan, and international tracking often goes quiet for a stretch while a parcel is in transit between countries or clearing customs. A silent tracking number is normal and is not by itself a sign that anything is wrong.</p>
<p>If you have not received a shipping confirmation within 7 business days of ordering, please contact us.</p>
<h3>6. Customs, duties and import taxes</h3>
<p>Orders shipped outside Australia may attract customs duties, import taxes or handling fees charged by the destination country.</p>
<p>These charges are set by your government, not by us. They are <strong>not</strong> included in the price you pay at checkout and are the recipient's responsibility. We cannot predict the amount, and we are not able to mark parcels as gifts or declare a lower value.</p>
<p>If a parcel is refused at customs or left unclaimed and returned to us, the order is treated as a change-of-mind return under Section 2 of our Refund & Returns Policy.</p>
<h3>7. Delivery addresses</h3>
<p>Please check your address carefully before completing checkout, including any unit or apartment number.</p>
<p>If you spot a mistake, email us straight away with your order number. We can usually correct an address before the order enters production, but not after it has been dispatched. We are not able to recover or refund parcels sent to an address entered incorrectly at checkout.</p>
<h3>8. Delays outside our control</h3>
<p>Delivery estimates do not account for weather events, carrier backlogs, customs inspections, industrial action, or other disruptions outside our control. Where a delay of this kind affects your order, we will keep you updated, but it does not on its own entitle you to a refund of the order or of shipping.</p>
<h3>9. Parcels that arrive damaged or do not arrive</h3>
<p>These are covered by our <strong>Refund & Returns Policy</strong>. In short:</p>
<ul>
<li>Contact us within <strong>14 days of delivery</strong> if your item arrives damaged or faulty.</li>
<li>For a parcel that has not arrived, contact us no earlier than 10 business days after dispatch for Australian orders, or 30 calendar days for international orders — carriers will not open a claim before then.</li>
<li>Please keep all packaging until your claim is resolved.</li>
</ul>
<p>The full evidence requirements and remedies are set out in that policy.</p>
<h3>10. Contact us</h3>
<p><strong>Plane Pads</strong><br>
Email: <a href="mailto:[YOUR EMAIL]">[YOUR EMAIL]</a><br>
Response time: within 1–2 business days</p>
<p>Please include your order number in the subject line so we can help you faster.</p>