Shipping policy

Thank you for shopping with tuaosm.shop.

This Shipping Policy explains our free standard shipping service, estimated delivery timeframe, order processing, tracking, delivery responsibilities, delayed parcels, missing orders, and other shipping-related matters.

This policy applies to eligible orders placed directly through tuaosm.shop for delivery to supported addresses within Australia.

1. Free Standard Shipping

We provide free standard shipping on all eligible orders delivered within Australia.

There is:

• No minimum purchase requirement

• No standard shipping charge

• No promotional code required

• No additional standard shipping charge if an order is divided into multiple parcels

Free shipping applies to our standard delivery service.

Where an optional express, priority, or special delivery service is offered, any additional cost will be clearly displayed during checkout before the order is submitted.

2. Estimated Delivery Time

The estimated total delivery timeframe for standard shipping is:

15–20 calendar days after successful payment confirmation.

This estimate includes normal order processing and transportation time.

The delivery period begins after:

• The order has been successfully submitted

• Payment has been authorised or confirmed

• Any necessary security checks have been completed

• The delivery information has been accepted

Calendar days include weekends and public holidays. However, order processing, carrier collection, tracking updates, and customer service operations may occur only on business days.

Business days are Monday to Friday, excluding Australian public holidays.

3. Processing Time

Order processing is included within the total estimated delivery period of 15–20 calendar days.

Processing may include:

• Payment verification

• Fraud and security screening

• Product allocation

• Picking and packing

• Address verification

• Shipping-label preparation

• Carrier collection

Orders placed on weekends, public holidays, or during major promotional periods may begin processing on the next available business day.

4. Delivery Estimates

The 15–20-calendar-day delivery timeframe is an estimate and is not a guaranteed delivery date.

Delivery may occasionally take longer because of:

• Carrier delays

• Severe weather

• Natural disasters

• Public holidays

• Peak shopping periods

• Remote or regional destinations

• Transportation disruptions

• Address verification

• Payment or security checks

• Events outside our reasonable control

Where we become aware of a significant delay, we will take reasonable steps to provide updated information and an appropriate solution.

Nothing in this policy limits any right or remedy available under the Australian Consumer Law.

5. Order Confirmation

After placing an order, you should receive an order confirmation at the email address supplied during checkout.

The confirmation may include:

• Your order number

• Products ordered

• Product variations and quantities

• Billing information

• Delivery information

• Order total

• Payment status

Please review the information carefully.

Contact us promptly at info@tuaosm.shop if any information is incorrect.

An automated order confirmation confirms that we received your order. It does not necessarily mean that all payment, stock, security, and delivery checks have been completed.

6. Shipping Confirmation

When your order has been prepared for shipment, you may receive a shipping confirmation email.

The shipping confirmation may include:

• A tracking number

• A tracking link

• Carrier information

• Products included in the parcel

• Dispatch information

Please check your spam or junk folder if you do not receive the shipping confirmation in your main inbox.

7. Tracking Information

Where tracking is available, customers can use the tracking number or link provided in the shipping confirmation.

Tracking information may take several business days to become active after the parcel has been prepared or collected.

A delay in the first tracking update does not necessarily mean that the parcel has not been shipped. The parcel may be:

• Waiting for its first carrier scan

• Moving between carrier facilities

• Being transferred between delivery partners

• Undergoing routine sorting

• Affected by a temporary tracking-system delay

Please allow reasonable time for the tracking system to update.

8. Multiple Parcels

Products from the same order may be shipped separately.

This may occur because of:

• Different fulfilment locations

• Product availability

• Parcel size or weight

• Packaging requirements

• Carrier restrictions

• Faster partial fulfilment

Separate parcels may:

• Have different tracking numbers

• Be dispatched on different dates

• Travel through different carrier networks

• Arrive on different dates

You will not be charged additional standard shipping fees because we divide an eligible order into multiple parcels.

Please review all tracking numbers before reporting a product as missing.

9. Supported Delivery Addresses

We deliver to supported residential and commercial addresses within Australia.

A complete delivery address should include:

• Recipient’s full name

• Street number and street name

• Unit, suite, or apartment number where applicable

• Suburb or city

• State or territory

• Postcode

• Country

• Telephone number where required

Delivery to PO boxes, parcel lockers, collection points, remote areas, or restricted premises may depend on the product and carrier.

If an address cannot be serviced, we may contact you to request an alternative address or cancel and refund the affected order.

10. Address Accuracy

Customers are responsible for providing complete and accurate delivery information.

Before submitting an order, please confirm:

• Recipient’s name

• Street address

• Unit or apartment number

• Suburb

• State or territory

• Postcode

• Telephone number

• Email address

We are not responsible for delays or failed delivery caused solely by incorrect, incomplete, or outdated information supplied by the customer.

Contact us immediately at info@tuaosm.shop if you identify an address error.

11. Address Changes

We will make reasonable efforts to update a delivery address when a request is received before fulfilment or dispatch.

Address changes cannot be guaranteed after an order has entered:

• Processing

• Picking

• Packing

• Fulfilment

• Carrier collection

• Transit

After dispatch, the carrier may refuse an address change or charge for parcel redirection.

Any applicable redirection charge will be disclosed before a new arrangement is confirmed.

12. Delivery Instructions

Where available, customers may provide reasonable delivery instructions during checkout.

Delivery instructions are requests and cannot be guaranteed.

A carrier may refuse instructions that:

• Are unsafe

• Are incomplete

• Conflict with carrier procedures

• Require unauthorised property access

• Create an unreasonable delivery risk

Do not include passwords, payment details, identification numbers, or other sensitive personal information in delivery instructions.

13. Authority to Leave

Where you authorise a parcel to be left without a signature, the carrier may leave it in a location considered reasonably safe.

This may include:

• Near the front entrance

• In a mailbox

• Behind a gate

• At a reception desk

• In another sheltered location

• With another person at the premises

Customers should consider parcel security before granting authority to leave.

This does not remove responsibility where the carrier delivers the parcel to the wrong address or fails to follow valid delivery instructions.

14. Signature and Delivery Attempts

Some parcels may require a signature because of their value, product type, carrier requirements, or security considerations.

If nobody is available to accept delivery, the carrier may:

• Attempt delivery again

• Leave a collection notice

• Transfer the parcel to a collection point

• Request further delivery instructions

• Return the parcel after the collection period expires

Customers are responsible for monitoring tracking updates and collecting parcels within the carrier’s stated holding period.

15. Remote and Regional Deliveries

Delivery to remote, rural, regional, island, or limited-access locations may require additional time.

Carrier services and tracking updates may also be less frequent in these areas.

Where we know that an address cannot reasonably be serviced within the standard estimated timeframe, we may contact the customer with an updated delivery estimate.

16. Delayed Orders

If your order has not arrived within 20 calendar days after payment confirmation, please:

1. Review the latest tracking information.

2. Check for a delivery-attempt or collection notice.

3. Confirm that the delivery address is correct.

4. Check with household members, neighbours, reception staff, or building management.

5. Contact us at info@tuaosm.shop.

Please provide:

• Your full name

• Your order number

• Your tracking number

• Your confirmed delivery address

• The latest tracking status

We will review the available information and contact the carrier or fulfilment provider where appropriate.

17. Materially Delayed Orders

Where an order is significantly delayed, we may provide an updated estimated delivery date.

Depending on the circumstances and applicable law, an appropriate solution may include:

• Continuing delivery with your agreement

• Opening a carrier investigation

• Sending a replacement

• Cancelling the affected product

• Issuing a refund

• Providing another reasonable solution

We will not retain payment indefinitely for an order that cannot be supplied.

18. Delivered but Not Received

If tracking shows that your parcel was delivered but you cannot locate it, please:

1. Check your mailbox and all entrances.

2. Check porches, garages, gates, and safe locations.

3. Ask household members.

4. Check with nearby neighbours.

5. Contact reception, concierge, or building management.

6. Review any available carrier delivery photograph.

7. Check for a collection notice.

8. Confirm the delivery address shown in your order confirmation.

9. Contact the carrier using the tracking number.

If the parcel remains missing, contact info@tuaosm.shop and provide:

• Your order number

• Your tracking number

• Confirmation of the delivery address

• Details of the checks completed

• Any relevant carrier communication

We may request a written declaration confirming that the parcel was not received.

19. Lost Parcels

A parcel may be treated as potentially lost where:

• Tracking has not updated for an unreasonable period

• The carrier cannot locate the parcel

• The estimated delivery period has substantially passed

• A carrier investigation confirms the loss

We may need to complete a reasonable carrier investigation before providing a replacement or refund.

Where a parcel is confirmed lost before valid delivery, we will provide an appropriate remedy, which may include:

• A replacement shipment

• A refund

• Another solution agreed with the customer

20. Incorrect Delivery

If tracking indicates that a parcel was delivered to an address different from the confirmed delivery address, contact us promptly.

Please provide:

• Your order number

• Your tracking number

• The correct delivery address

• Any available delivery photograph

• Relevant carrier communications

We will investigate the delivery and provide an appropriate solution where the parcel was misdelivered.

21. Damaged Parcels or Products

Please inspect your parcel and products as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, contact info@tuaosm.shop and provide:

• Your order number

• Photographs of the outer packaging

• Photographs of the internal packaging

• A photograph of the shipping label

• Photographs or videos of the damaged product

• A clear description of the damage

Please retain the product and all original packaging until we provide further instructions.

Damaged-product claims will be handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

22. Missing or Incorrect Products

Products from the same order may arrive separately.

Before reporting a product as missing, please check all tracking numbers and shipping confirmation emails.

If all parcels have arrived and a product is missing, or if you receive a product different from the one shown in your order confirmation, contact us and provide:

• Your order number

• Details of the missing or incorrect product

• Photographs of the parcel contents

• Photographs of the packaging

• A photograph of the shipping label

We will review the matter and provide an appropriate replacement, refund, or other solution.

23. Refused and Unclaimed Deliveries

Refusing a parcel or failing to collect it does not automatically cancel the order or create an approved return.

If a parcel is refused or remains unclaimed, it may be returned to the sender.

We may then:

• Contact you

• Arrange redelivery

• Correct the address

• Process an eligible return

• Issue an appropriate refund

• Deduct reasonable return or redelivery costs where legally permitted

No deduction will be made where the problem was caused by us, the carrier, or a matter giving rise to a statutory remedy.

24. Returned-to-Sender Parcels

A parcel may be returned to the sender because of:

• An incomplete address

• An incorrect postcode

• An unknown recipient

• Failed delivery attempts

• Failure to collect the parcel

• Access restrictions

• Delivery refusal

• Carrier damage

We will review the reason for the return before arranging redelivery, cancellation, or a refund.

25. Order Cancellations

To request cancellation, contact us as soon as possible at:

Email: info@tuaosm.shop

Please include:

• Your full name

• Your order number

• The email address used for the purchase

• A clear cancellation request

Cancellation cannot be guaranteed after an order has entered processing, picking, packing, fulfilment, or shipping.

If the order has already been dispatched, you may need to wait for delivery and then request a return under our Return and Refund Policy.

Nothing in this section limits a cancellation right or remedy available under applicable law.

26. Free Shipping and Unexpected Charges

Eligible Australian orders receive free standard shipping.

Customers will not be required to pay an undisclosed compulsory standard shipping charge merely to receive an eligible order.

Contact us at info@tuaosm.shop before paying any unexpected request claiming to relate to customs, duties, delivery, redelivery, or release of your parcel.

Optional charges selected by the customer, such as express shipping or parcel redirection, are not included in free standard shipping.

27. Shipping Restrictions

We may be unable to ship certain products to particular locations because of:

• Carrier limitations

• Product restrictions

• Safety requirements

• Legal requirements

• Address limitations

• Parcel size or weight

• Remote-area access

• Other logistical constraints

If an accepted order cannot be shipped, we will contact the customer and provide an appropriate refund for the affected product or order.

28. Australian Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.

If an order cannot be delivered within the represented timeframe or within a reasonable additional period, the customer may be entitled to an appropriate solution depending on the circumstances.

29. Changes to This Policy

We may update this Shipping Policy to reflect changes to:

• Carrier services

• Delivery destinations

• Processing procedures

• Tracking systems

• Fulfilment arrangements

• Business operations

• Legal requirements

The updated policy will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights arising from an accepted order.

30. Contact Us

For questions about shipping, tracking, delivery delays, missing parcels, damaged parcels, or address changes, contact:

Company: tuaosm.shop
Website: tuaosm.shop
Email: info@tuaosm.shop

When contacting us, please include your full name, order number, tracking number, and the email address used to place the order.