Introduction To protect the feathers during shipping we pack them carefully inside a reinforced padded envelope (so won't bend) or a firm cardboard tube (for extra long feathers). This is why our shipping charges are like sending a light parcel, since feathers are not just packed inside a normal envelope which doesn't offer the protection required. The good news is that feathers are very light-weight, so it costs us the same (or similar) to send many feathers in a package as it costs us to just send 1 feather. This is an advantage for all our customers and especially customers outside of Australia, as we are able to provide Reduced Shipping and Free Shipping worldwide -when the order value reaches a certain amount.
Allow 1 - 4 business days to receive your order, after you have placed it.
Orders received will be shipped via Express Post, within 1 - 3 business days.
Our customer will receive a tracking number as soon as their order is despatched.
Orders outside of Australia (all countries). Values are in Australian Dollars (AUD).
Orders below $200 will be despatched via International Air Post within 2 - 5 business days. We use two methods, depending on the order, the destination country and the value.
Since our feathers are stocked and shipped from Australia, it can take anywhere between 4 days and 25 days for a customer that’s outside of Australia to receive their order. On average, customers in the United States will receive their order within 5 - 13 days and customers in the Europe within 7 - 15 days. There is no risk to customer from any loss, theft or damage of their order while in transit to them because it will be covered by insurance.
Customers are notified by email when their order is despatched and can also expect to receive the tracking number & shipping updates from the Postal Service or Courier.
Orders of $200 or more are shipped free of charge to any destination in the world.
Shipping Speed Upgrade We can offer EMS express courier, which is at least twice as fast as regular post to most countries. With this service, the tracking number is also emailed to the customer on despatch of the order and it's trackable point to point. The cost of this shipping upgrade is AU$30.00 and it's a flat fee, so regardless of order value or country it's still AU$30.00. This optional service upgrade doesn't replace any existing shipping fee (for orders below A$200.00) so if there is already a shipping charge on the order, the A$30.00 for this service will be added on top. To upgrade to this faster shipping service, the customer must do so within 24 hours of placing their order. Important: We cannot accept the EMS shipping upgrade if ordered by the customer after 24 hours from when they placed their order. It must be done within 24 hours. To request this service, all a customer has to do is Contact Us and let us know.
Exchange / Replacement (Applicable for Customers in Australia only)
Due to CITES laws and border protection departments, we are unable to exchange feathers for customers outside of Australia. However, we are diligent and check orders thoroughly before shipping to customers. A chance of any error by us is highly unlikely, but in case it does happen please see the "Refund" section below for more information.
If a customer is not satisfied with their purchase (for any reason) - they should let us know immediately via our Returns & Credits form. If in Australia the Feather/s must be posted back to us within 7 days from the date customer receives them. The same packaging we sent the order in can be used, but of course just reverse the addresses, so we become "TO" and our customer becomes "FROM". Customer should handle the feathers gently and with very clean hands as we need to receive them back in exactly the same condition when we sent the feather/s. Customers outside of Australia cannot ship the feather/s back to us due to the laws.
Postage Liability A: If the exchange is taking place due to a reason where we are at faultor any other reason that's out of the customer's control then all postage charges will be our responsibility and we will credit or refund to the customer their return postage charges and of course a replacement order will be resent to the customer free from postage charges. B: If the exchange is taking place due to a reason where we are not at faultthen postage charges will be the customer's responsibility and we will not compensate the customer for the return postage. We will resend the replacement order based on the original shipping charge, so for example: If the original shipping was half price or free then we will resend the replacement order at half price or free shipping - regardless if the replacement order is of equal, less or higher value than the original order. Please note: We will not exchange feathers a second time on the same order, unless we are at fault.
Cost Adjustment (only for a replacement order of less or higher value to the original order). If the customer seeks a replacement which costs more than the original order then the customer can only pay the difference in value via: EFT or PayPal (if in Australia) or with PayPal only (if outside of Australia). The extra difference cannot be paid with a credit/debit card, even if the customer initially paid with their card. If the replacement is less than the original order then we can issue a coupon for the difference. This allows the customer to receive a discount on another future purchase that's equal to the difference in value between the original and replacement order.
Full Refund (Applicable for Customers in Australia and all other Countries)
We will issue a full refund (feather/s and the cost of postage) for an order in any of these circumstances.
1:The order received by the customer was wrong, i.e. not what they ordered. *Conditions do apply to this scenario, based on common sense and fair trading practices. This scenario is highly unlikely to happen, since all orders are thoroughly checked at least two times prior packing and shipping. We have to always be diligent, not just to keep our customers happy - but also for the purpose of the licensing compliance procedures.
2:All the feathers in the consignment were damaged from transit upon receiving and cannot be replaced because another similar or same isn't available in stock. *The shipper will be responsible to cover it, as the order will be insured.
3:The order was lost or stolen during transit and customer never received. We acknowledge a shipment has been lost or stolen and compensate our customer with a full refund (including postage / courier charge) within 7 days after confirmation by the postal or courier service, that the shipment is lost or stolen and never received by our customer.
Exceptions: A: An order that went lost due to the customer providing an incorrect shipping address is the sole responsibility of the customer, therefore a customer will only be compensated for this scenario if the postal service insurance will cover it. B: Some countries have a maximum threshold value on imports, before any duties and/or taxes become applicable to be paid by the receiver. In the event the order was held at customs (or border protection) in the customer's country due to duties and taxes being applicable on the order then it's not our responsibility. This is only a possibility to happen for orders of a larger value.
Partial Refund (Applicable for Customers in Australia and all other Countries) We can action a partial refund as well, in situations where only part of points 1 & 2 (directly above) is affected, i.e. a portion of the order is OK and the other portion isn't. So, for the portion we are liable for we can action a refund back to the same Credit Card used to make the purchase or back to customer's PayPal account, if original order was paid with PayPal.
