WORLDWIDE EXPRESS SHIPPING
NOTE: Current lockdown rules in Sydney prevent portion of our staff from commuting to our factory, as well as negatively impact some of our suppliers. Due to our limited production capacity and material deliveries, our processing times are currently between 1-2 weeks (+ normal shipping time). Further announcements are subject to the development of the Covid-19 outbreak in Sydney and decisions of the NSW government on the lockdown rules (https://www.nsw.gov.au/covid-19). Apologies for the inconvenience.
In-stock items are typically shipped in 2-4 business days to allow for final testing, product registration, pack-to-order and shipment declaration.
If there is an unexpected delay or if any item is on back order, we will email you to let you know. Australian orders will be delivered via CouriersPlease while international orders will be delivered either by DHL Express or FedEx International Priority.
In general, we can ship AirBuddy to 66 countries across the world, including: Australia, Austria, Bahamas, Bahrain, Belgium, Bermuda, Brazil, Bulgaria, Cambodia, Canada, Cayman Islands, Colombia, Costa Rica, Cote d' Ivoire, Croatia, Curacao, Czech Republic, Denmark, Dominican Republic, Ecuador, El Salvador, Fiji, Finland, France, Germany, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Kuwait, Lebanon, Luxembourg, Macau, Malaysia, Monaco, Myanmar, Netherlands, New Zealand, Norway, Oman, Panama, Philippines, Poland (only Warsaw!), Portugal, Puerto Rico, Singapore, Slovakia, Slovenia, South Korea, Spain, St. Maarten, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Venezuela, Vietnam.
There are restrictions to deliver Dangerous Goods (battery -ies) to remote areas, outlying territories and most islands without road connection to the mainland (bridge, not just ferry). In such case, we will contact you to discuss whether you prefer shipping to an alternate address or a refund. We are also unable to ship to P.O. boxes or APO/FPO address.
Neither of the courier companies that we use (DHL, FedEx and Couriers Please) guarantees any delivery date, so don't we. Please make your purchase well in time, especially when you need AirBuddy for your upcoming vacation, plan to move house, sail away, etc. Below table shows typical shipping times based on our historical data of AirBuddy shipments - from pick-up at our factory until delivery to the receiver (incl. customs clearance where required). On rare occasions, delays beyond the below timeframes may occur. Once a shipment has been picked up by the courier, it's no longer in our control and it can't be called off under any circumstances.
INTERNATIONAL CUSTOMERS - CUSTOMS CHARGES
Orders shipped to customers outside Australia, GST will not apply. The shipment may, however, be subject to import duties, customs fees and taxes at the destination, depending on the laws of the country concerned. We have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, you may want to contact your local customs office for further information.
Please make sure that you are available on the phone number and email provided with your shipping details. DHL or FedEx (or their partners) will typically assist to process the customs clearance for you. They will need to contact you if they require any information for the customs clearance and to organise your payment of the tax and duty.
DAMAGED, LOST OR STOLEN SHIPMENTS
We will share with you the tracking number(s) once your AirBuddy has been shipped. All shipments require a signature on delivery. Inspect the shipment on delivery before signing the receipt. Should the package be damaged, raise the issue with the courier and notify us at email@example.com. Open the package and thoroughly inspect the product for damage, defects or missing items as soon as possible. If you do not notify us of any damage, defect or missing items within 5 working days of the shipment receipt, we will assume that the shipment arrived without any damage, defect or missing items.
We are not responsible for damaged, lost or stolen items due to any parcel service faults. We will do our best to assist resolving the issue with the courier, but cannot make any warranties.
RETURNS AND REFUNDS
We value your trust and want you to be happy with your purchase of AirBuddy. If you are not satisfied with your order, we will try to find a solution to change that. Please note however that shipping of lithium batteries is subject to strict international regulations and requires the use of special shipping service for Dangerous Goods and shipper's knowledge of how to properly pack, label and document the parcel. This may make the return of the battery(-ies) impossible, too complicated or cost prohibitive.
Orders which have not been shipped yet can usually be cancelled without any penalties, except for costs incurred by third parties, such as payment fees and potential loss arsing from currency exchange. Please contact us for instructions and details.
Received orders which are unopened, in its original, undamaged packaging and sealed may be returned for a refund or store credit less a 20% restocking fee, shipping costs, customs fees, duty or tax on import into Australia (if any), any costs incurred by third parties such as payment fees and potential loss arsing from currency exchange. You must contact us by email within 30 days from order delivery and request return authorisation.
Used products, damaged products, products on sale, discontinued products or products delivered more than 30 days ago will NOT be accepted for return and refunded.
All returns must be properly packed in their original packaging and marked "RETURNED GOODS". Return shipping must by organised and paid by the customer. If the return shipment contains battery(-ies), it must be shipped by appropriate service, packed, labelled and declared in accordance with the regulations for shipment of fully-regulated Dangerous Goods. We encourage you to use a courier service with tracking number and insure the parcel. We do not take any liability for loss or damage of the products during the transport. Our address for returns is: OXY Pty Ltd, Unit 1C/ 128 Frances Street, 2141 Lidcombe, NSW, Australia.
Once we receive and inspect the return shipment, we will notify you of the inspection outcome by email. If your return is approved, we will process a refund to your credit card or the original method of payment. If your return is rejected, you must collect the item within 30 days or we may dispose of it.