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Shipping & Returns

RETURNS

Distal Phalanx does not accept change of mind returns or exchanges. 

Distal Phalanx will only accept a return or exchange if you contact us within seven days of receipt of your order and there is a major problem (as defined by the ACCC) with the item(s) or the item(s) recieved is/are not the item(s) listed on your order. 

SHIPPING

Rates

FREE worldwide shipping (with online tracking) on orders over $250 AUD

International orders:
Standard International Shipping without tracking - $20 AUD flat rate
Standard Interational Shipping with online tracking - $35 AUD flat rate (arrives within 3-10 business days)  *RECOMMENDED*

Domestic orders (within Australia):
Regular shipping - $12 AUD flat rate
Express shipping - $17 AUD flat rate 

We ship orders Monday, Thursday and Friday. If your order is placed by 3pm AEST on on Thursday or Friday we will endeavor to dispatch it on the same day. 

Please note: orders placed after Saturday 6pm AEST will not be processed and dispatched until the following Thursday.

Orders are dispatched from our Melbourne, Australia store. 

To guarantee delivery, we recommend your parcel be sent to an address where there will be someone to receive it between 9am - 5pm.

Distal Phalanx is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters. Similarly, we are not responsible for delays caused by circumstances related to the courier itself, such as clearance delays. 

Domestic Orders

All domestic orders are shipped via Australia Post. Delivery times vary depending on the destination postcode. You have the option to select either regular or express shipping at checkout. You are able to track your parcel via the Australia Post website with a unique tracking number provided to you at the time shipment is confirmed.

'In Store Pick Up - Melbourne' shipping option - If you choose the 'In Store Pick Up - Melbourne' free shipping option you are able to pick up your order from our Melbourne store. The store is located at Level 5, Room 19, Nicholas Building, 37 Swanston Street Melbourne. Opening hours are Thursday and Friday 10am-6pm and Saturday 12-6pm. It would be appreciated if your order is picked up within 7 days of placing your order via our website. If 7 days has passed we will give you a friendly reminder via phone or email.

International Orders

All international orders are shipped via Australia Post's Standard International shipping option and are estimated to arrive between 3-10 business days (dependent on the destination country) with online tracking (recommended) and no signature required on delivery.

For your reference specific delivery times for a selection of destinations is listed below (as stated on the Australia Post website as a guide).

Country $35 AUD option $20 AUD option 
United States  5 business days  6 business days
United Kingdom 6 business days 8 business days
Japan  7 business days 9 business days
South Korea 8 business days 13 business days 
New Zealand 5 business days  7 business days
Canada 9 business days 11 business days 
China 8 business days 13 business days
France  7 business days  9 business days
Singapore 6 business days 8 business days
Germany 6 business days  8 business days
Spain 7 business days  9 business days 
Italy  7 business days 9 business days
Taiwan 8 business days  11 business days

 

If you have selected the shipping option included tracking you are able to track your parcel via the Australia Post website with a unique tracking number provided to you via email at the time shipment is confirmed.

When orders shipped internationally reach your destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates. Distal Phalanx is unable to anticipate taxes applied by the destination country’s Customs Office. Any additional taxes, fees, tariffs, import duties and surcharges levied by destination countries are the sole responsibility of you, the customer.

Distal Phalanx cannot determine the amount, if any that will be charged, therefore we encourage you to check with the Customs Office in the destination country to ascertain any additional charges prior to purchase.

If you refuse to pay the taxes and duties payable by the destination country your parcel will be returned to us at your expense and we will be forced to charge you the return fees incurred from the refund of the original purchase price.

From time to time shipments can be held with customs until the recipient pays any taxes and duties payable, therefore please ensure a correct contact phone number is provided at checkout when you place your order. 

Failed Deliveries & Returned Packages

In the case where Australia Post is unable to deliver a package due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Distal Phalanx is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes.). In addition to this, Distal Phalanx is not responsible for any fees incurred upon re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.

Lost or stolen packages
Once we have lodged your package with Australia Post, we are not responsible for lost or stolen packages. 

If you have any questions or require clarification please do not hesitate to contact us via email, distalphalanxshop@gmail.com

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