Shipping policy

1. Delivery Area

Australia

2. Order Confirmation

After placing an order, you will receive a confirmation email indicating that we have received your order and begun processing. This is not a delivery guarantee. If there are any issues with your order, we will contact you promptly.

3. Fulfilment Origin & Carriers

We ship from our Tamborine, QLD warehouse. Delivery is handled by AusPost/StarTrack/Toll. 

4. Processing & Delivery Times

Order cut-off: 3:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

  • Processing time: 1–2 business days (Monday–Friday)
  • Transit time: 3–5 business days (Monday–Friday)
  • Total delivery time (processing + transit): 4–7 business days (Monday–Friday)

When does the delivery clock start? Total delivery time begins as soon as your order is placed. Weekends and public holidays are not counted as business days.

Please note: Delivery timelines are estimates and can be affected by factors such as weather events, peak seasons, remote-area routing, or carrier delays.

5. Shipping Costs

We offer Free Shipping on all orders with no minimum amount.

6. Tracking

Tracking details are emailed upon dispatch. You can follow your parcel using the link provided in the tracking email.

7. Remote Areas, PO Boxes & Split Shipments

  • Remote/Regional addresses: Delivery may take longer for remote areas.
  • PO Boxes/Parcel Lockers:  We do not ship to PO BOX/APO/FPO. To avoid any delays in processing your order please provide Full Street Address and your contact phone number to pass to delivery agent.
  • Split shipments: Items in the same order may ship separately to speed up delivery; you will receive tracking for each parcel.

8. Duties, Taxes & Fees

Prices are displayed in AUD. GST is not charged.

9. Delayed Orders

If your package has not arrived within the maximum delivery time, wait an additional two days. If it still has not been delivered, contact us at hello@jacksydney.org with your order number so we can investigate and keep you updated.

10. Damaged or Incorrect Orders

If your package arrives damaged or contains incorrect items, please contact us as soon as possible and no later than 30 days from delivery. To help us resolve the issue, please:

  • Attach clear photos of the issue.
  • Describe the problem.
  • Include your order number.

Depending on the situation, we will offer a replacement or a refund. If the issue is due to our error, we cover return shipping costs in full.

11. Company Information

Store Name:
JackSydney.org
Australian business number (ABN):
76582663374
Phone:
+61480089451
Email:
hello@jacksydney.org
Address:
15-1 Lochview Ct, Tamborine, QLD 4270, Australia
Opening hours:
Monday-Friday: 09:00 - 18:00
Saturday-Sunday: 09:00 - 14:00
(GMT+10:00) Australian Eastern Standard Time (Sydney)
Response Time: You can expect a response from our customer service team within 24–48 hours

Social Media:
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