Shipping policy

Shipping & Delivery

1. Order Processing
All orders are processed within 1–2 business days (excluding weekends and public holidays) from our studio in Merrylands, NSW. You will receive a notification email with tracking information once your order has shipped.

2. Domestic Shipping (Australia)
We use Australia Post for all domestic deliveries.
Standard Shipping: 3–6 business days
Express Shipping: 1–2 business days

3. International Shipping (Worldwide)

We ship worldwide. International shipping rates are calculated at checkout based on destination and order weight. Delivery timeframes are estimates only. Customs processing times vary by country and may cause unexpected delays. EMPTEE is not responsible for delays caused by customs authorities.

Estimated delivery times:

  • New Zealand: 5–8 business days

  • Asia-Pacific: 8–15 business days

  • North America & Europe: 10–20 business days

  • Rest of World: 15–25 business days



Duties & Taxes

4. International Orders (excluding USA)

Orders are shipped DAP (Delivered At Place). Import duties, VAT, and local taxes are not included in the checkout price and must be paid upon arrival.

  • Canada: Orders over $20 CAD are subject to GST and a Canada Post handling fee

  • India / Thailand: Customs may contact you via SMS to pay duties before delivery

  • EU / UK: Orders are subject to local VAT and customs processing fees

Refusal to pay customs duties or taxes is considered a refusal of delivery and does not qualify for a refund.


5. USA Orders
We use Zonos to ensure a seamless experience for our US customers. All import fees are included in the price shown at checkout. No additional payment will be required upon delivery.


Responsability

6. Incorrect Addresses & Redelivery
Please double-check your address. If a parcel is returned to us due to an incorrect address or failure to pay local customs fees, a redelivery fee will apply to reship your order.

7. Missing / Lost in Transit or Damaged Items
If your tracking says "Delivered" but you haven't received it, please check with your neighbors or local post office before contacting us at info@emptee.au. If a parcel is confirmed lost by the carrier, we will investigate and work toward a resolution. Claims must be submitted within 30 days of the shipment date. For items damaged in transit, please send us photos within 48 hours of delivery.

8. Import Restrictions

Customers are responsible for ensuring that products ordered comply with local import regulations. EMPTEE is not responsible for items seized or rejected by customs authorities.