Shipping policy

Subtropical Exotics ("we" and "us") is the operator of (https://www.subtropicalexotics.com.au the "Website".

By placing an order through this Website, you agree to the terms below. These are provided to ensure both parties know and agree upon this arrangement to protect and set mutual expectations for our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website, but from time to time, there may be a stock discrepancy, and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change of Mind

Subtropical Exotics Ltd Pty will happily accept returns due to change of mind as long as a request to return is received by us within 3 days of receipt of the item and is returned to us in original packaging, unused and in resalable condition. Return shipping will be paid at the customer's expense, and the customer will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. (Subtropical Exotics) will refund the value of the goods returned, but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

Subtropical Exotics will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of the items. Customers will be required to pre-pay the return shipping. However, we will reimburse you upon a successful warranty claim. Upon receipt of items for a warranty claim, you can expect Subtropical Exotics to process your warranty claim within 7 days. Once the warranty claim is confirmed, you will receive the choice of:

(a) Refund to your payment method

(b) A refund in store credit

4. Delivery Terms

4.1 Pick-up Orders

Orders made for pick-up at our Kallangur store are still subject to the 2-week production period, which can be extended periodically when impacted by closures due to holidays and public holidays.

4.2 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days.

4.3 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We can offer a more specific estimate when choosing your courier at checkout.

4.4 Dispatch Time

Orders are usually dispatched within two (2) business days of payment of the order. Our warehouse operates from Monday to Friday during standard business hours, except on national and public holidays, when the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be minimal.

4.5 Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.6 P.O. Box Shipping

Subtropical Exotics will only ship to P.O. box addresses using Australia Post postal services. We are unable to offer courier services to these locations.

4.7 Military Address Shipping

We can ship to military addresses using USPS, but we are unable to offer this service using courier services.

4.8 Items Out of Stock

If an item is out of stock, we will wait for it to become available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.9 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5.0 Holiday Period Shipping:

During the busy lead-up to the Christmas season, please allow extra time for manufacturing and delivery. Our 10-14 business day production period may be extended slightly due to high demand, and Australia Post may experience delays beyond our control.

We recommend: placing your Christmas shopping orders early to ensure they arrive in time for Christmas. Tracking information will be provided once your puzzle is dispatched, and we appreciate your patience during this festive period.

Please Note:

Our puzzles are handcrafted and made-to-order, requiring a manufacturing period of 10-14 business days before dispatch. This ensures the quality and care you expect from us.

Once shipped, delivery times depend on Australia Post, and transit delays are outside our control. A tracking email will be sent to advise you that your puzzle is on its way.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from Australia Post (The Courier), from which they can follow the progress of their shipment based on the latest updates provided by the Austral Post (The Courier).

6. Parcels Damaged In Transit

If you find a parcel damaged or in transit, please reject the parcel from the courier and contact our customer service. If the parcel has been delivered without you being present, please get in touch with customer service with the next steps.

7. Duties & Taxes

7.1 Goods & Services Tax (GST)

GST tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Subtropical Exotics encourages you to learn about these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination.

In this country, the goods will be returned to Subtropical Exotics at the customer's expense, and the customer will receive a refund for the value of the goods paid minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. Please refer to our refund policy if an order has already been dispatched.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the Australia Post (The Courier) .

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the Australia Post (The Courier) has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as Australia Post (The Courier) has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at Info@subtropicalexotics.com.au