Shipping policy

Shipping

Order processing

Orders are normally processed within 1–2 business days.

Processing time begins after your payment has been successfully confirmed. Orders placed on weekends or public holidays will begin processing on the next business day.

Delivery estimates begin once your order has been dispatched and do not include the initial processing period.

Worldwide delivery

We offer worldwide shipping to destinations supported by our delivery partners and shown at checkout.

In the unlikely event that we cannot fulfil delivery to your location because of carrier restrictions, customs requirements or route availability, we will contact you and provide a full refund.

Delivery options

Customers may choose between the following services at checkout:

Express Shipping — estimated 6–8 business days

Express orders are normally shipped using services such as DHL or FedEx.

The delivery estimate applies to carrier transit and does not include unexpected customs delays.

Import duties, taxes and customs charges are not included. Any applicable charges are the responsibility of the recipient and may be collected by the courier or local customs authority before delivery.

Duties-Paid Shipping — estimated 8–14 days

Our duties-paid service includes:

  • International delivery
  • Customs clearance
  • Applicable import duties and taxes
  • Tracked delivery to the shipping address

The amount paid at checkout is intended to be the final landed cost, with no additional import-duty payment required from the customer.

All delivery estimates are approximate and may be affected by customs inspections, carrier disruption, public holidays, weather, remote-area delivery or circumstances outside our reasonable control.

Tracking

Tracking information will be provided once your order has been dispatched.

Tracking may take a short period to update after the parcel has been collected by the carrier.

Incorrect shipping addresses

Customers are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee changes once an order has entered fulfilment.

If an order is returned, delayed or lost because the customer supplied an incorrect or incomplete address, additional shipping charges may apply.

Customs charges and refused deliveries

Customers selecting Express Shipping are responsible for any import duties, taxes or customs charges.

Refusing a delivery or failing to pay applicable import charges does not automatically cancel the order. Parcels returned for these reasons will normally be treated as change-of-mind returns. Return shipping, customs expenses and other carrier charges may be deducted from the refund where legally permitted.

Lost, missing or stolen deliveries

Parcels confirmed lost in transit

If the courier confirms that a parcel has been lost before delivery, Chalong Air Recovery will arrange either:

  • A replacement order; or
  • A refund to the original payment method.

We may need to complete a carrier investigation before issuing a replacement or refund.

Parcels marked as delivered

If tracking shows that your parcel was delivered but you cannot locate it, please:

  1. Check around the delivery location.
  2. Ask members of your household, neighbours, reception or building management.
  3. Contact the courier using the tracking number.
  4. Contact Chalong Air Recovery within 48 hours.

We will assist with the carrier investigation.

If the courier confirms that the parcel was misdelivered or lost, we will arrange an appropriate replacement or refund. If the carrier provides evidence that the parcel was correctly delivered to the address supplied at checkout, loss or theft occurring after confirmed delivery may not be covered, except where applicable law requires otherwise.

Cancellations

Orders may be cancelled for a full refund provided they have not yet been dispatched.

Contact us as soon as possible with your order number. Because orders are processed quickly, cancellation cannot be guaranteed once fulfilment has begun.

Once an order has been dispatched, it can no longer be cancelled and must instead follow the change-of-mind return process below.