1. Shipping methods
ozpuff ships worldwide, with a focus on Australia. Depending on your order size, destination and deadline, we offer:
- Sea freight to Australia — the most cost-effective option for container orders, typically 3–4 weeks to Sydney, Melbourne or Brisbane.
- Air freight — for urgent or mid-size orders, typically 5–10 days.
- Express courier (DHL, FedEx, UPS, etc.) — for samples and small parcels, typically 3–5 business days.
Consolidated shipments to Australia depart weekly. The best option for your order will be confirmed in your quotation, together with the estimated delivery date.
2. Shipping terms and costs
Shipping costs and incoterms (such as EXW, FOB, CIF or DDP) are agreed per order and stated clearly in the quotation before any payment is made. ozpuff handles export documentation, including commercial invoice, packing list and, where required, certificates of origin. Import duties, taxes and clearance at the destination are the buyer's responsibility unless DDP terms are agreed.
3. Samples
Samples are shipped by express courier. Sample costs are charged at production price and are typically refunded or deducted when you place the corresponding bulk order. Sample delivery usually takes 3–7 business days after dispatch.
4. Quality check before shipment
Every order is inspected before shipment, and you receive photos and a QC report for approval. Third-party inspection (for example SGS or Bureau Veritas) can be arranged on request at cost.
5. Returns and claims
- Please inspect your goods upon arrival. If there is a quality issue, contact us within 7 days of receipt with photos and a description.
- Verified quality defects will be resolved by replacement, repair or a credit, at our discretion and as agreed with the buyer.
- Claims arising from transport damage should be raised with the carrier at the time of delivery, with supporting photos.
- Because our products are made to order, we do not accept returns of goods that were produced to the buyer's approved specifications unless the defect is ours.
6. Non-delivery
If a shipment is delayed or lost, we will investigate immediately with the carrier and keep you informed. In the event of confirmed loss, a replacement or refund will be arranged according to the terms of the quotation.
7. Contact
For any shipping or returns questions, contact us at sales@ozpuff.com or via WhatsApp at +61 400 000 000.