Shipping policy
SHIPPING AND DELIVERY
CustomMyBuddy products are personalised and made to order. Please allow time for artwork creation, approval, production and delivery.
ARTWORK PROOF
Your first artwork proof will normally be sent within 7–10 business days after we receive a suitable photograph and all required order information.
Production does not begin until the artwork has been approved. Delays in supplying photographs, responding to emails or approving the proof will extend the overall delivery time.
PRODUCTION AND DELIVERY TIME
Most orders are completed and delivered in approximately 4–6 weeks after artwork approval.
Australian customers should allow up to 7 weeks after artwork approval, particularly during busy periods, public holidays or unexpected carrier delays.
These timeframes are estimates rather than guaranteed delivery dates unless we expressly confirm a guaranteed date in writing.
Orders containing multiple products may arrive in separate packages.
SHIPPING COSTS
Available delivery methods and final shipping charges are displayed at checkout after the delivery address has been entered.
Any free-delivery promotion will apply only when the order meets the conditions displayed on the website or at checkout.
AUSTRALIAN ORDERS
Prices are displayed in Australian dollars for customers shopping from Australia, subject to Shopify’s market and currency settings.
Orders may be produced or dispatched from an overseas production partner. Customers should consider the stated production and delivery times before ordering for a particular event or date.
TRACKING
When tracking is available, tracking information will be emailed after the order has been dispatched.
Tracking may take several business days to show its first update. Some packages may be transferred between international and local delivery providers.
DELIVERY ADDRESSES
Customers must provide a complete and accurate delivery address.
Contact us immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after production or dispatch.
If an order is returned because an incorrect or incomplete address was supplied, additional delivery charges may apply before it is resent. This does not affect any rights you may have where the delivery problem was caused by us.
DELAYS
Occasional delays can occur because of peak demand, customs processing, weather, public holidays, production interruptions or carrier disruptions.
If we become aware of a significant delay, we will provide updated information and work with the customer on an appropriate solution.
If we cannot supply an order within the promised time or a reasonable time, remedies may be available under the Australian Consumer Law.
LOST PACKAGES
Contact us if tracking indicates that a package has been delivered but it cannot be located, or if tracking has stopped updating for an extended period.
We will investigate with the delivery provider. If an order is confirmed lost, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances and applicable law.
DAMAGED DELIVERIES
If an order arrives damaged, contact us as soon as possible with the order number and clear photographs of:
• The damaged product Â
• The external packaging Â
• The internal packaging Â
• The delivery label
Do not dispose of the product or packaging until we have assessed the request.
CUSTOMS, DUTIES AND IMPORT CHARGES
Any duties, taxes or import charges shown and collected at checkout will be included in the order total.
Where a charge is not collected at checkout, the customer may be responsible for charges imposed by the destination country, unless applicable law requires otherwise.
CONTACT
For delivery assistance, contact us through the contact information displayed on our website and include your order number.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law.