Shipping policy

Order Processing

Orders are processed and dispatched within 1 business day of purchase. Orders placed on weekends or public holidays will be processed on the next business day.

Once your order has been dispatched, you will receive a confirmation email containing your Australia Post tracking number.

Shipping Rates and Timeframes

Australia
Standard shipping: $9.95 AUD, estimated delivery 3–7 business days
Express shipping: $14.95 AUD, estimated delivery 1–3 business days
Free Standard Shipping on all Australian orders over $150 AUD.

New Zealand
Standard shipping: $11.95 AUD (about NZ$15), estimated delivery 6–12 business days
Free Standard Shipping on all New Zealand orders over $150 AUD.

All orders are shipped via Australia Post (or its international partner carriers for New Zealand deliveries) and are subject to their delivery timeframes and service conditions. Delivery estimates above are provided as a guide only and are not guaranteed.

Tracking Your Order

You can track your order at any time on our Track my order page. Either:

1. Enter your tracking number from your shipping confirmation email to see live updates from Australia Post, or
2. Sign in with the email you used at checkout to see all your orders, their status and tracking in one place. No password is needed. We'll email you a one-time code, and it works for guest checkouts too.

Can't find your shipping confirmation? Please check your spam or junk folder first.

Delays and Carrier Responsibility

While we make every effort to ensure prompt dispatch, once your order has been handed to Australia Post (or its partner carrier), delivery timing is outside our direct control. We are not liable for delays caused by the carrier, customs processing (for New Zealand orders), extreme weather, public holidays, or other circumstances beyond our reasonable control.

If your order appears delayed beyond the estimated delivery window, please check your tracking on our Track my order page first. If you're still concerned, contact us at hello@facemethods.com and we'll help track down your order with Australia Post on your behalf.

Lost or Damaged Parcels

If your order arrives damaged, or tracking shows delivery but you have not received your parcel, please contact us at hello@facemethods.com within 7 days of the delivery date (or expected delivery date) so we can investigate with the carrier and arrange a resolution.

This policy does not affect your rights under the Australian Consumer Law.

International Shipping

We currently ship within Australia and to New Zealand only. We do not offer shipping to any other international destinations at this time.

New Zealand orders may be subject to import duties, taxes or customs fees on arrival. These are not included in our prices or shipping costs and are the responsibility of the recipient.

Shipping Address Accuracy

Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders delayed, misdirected, or lost as a result of an incorrect or incomplete address provided by the customer. If you notice an error after placing your order, contact us at hello@facemethods.com as soon as possible. We'll do our best to update it before dispatch, but cannot guarantee changes once an order has been processed.

Questions

For any shipping enquiries, please contact us at hello@facemethods.com.

FACE METHODS, New South Wales, Australia