What you need to know

To determine our delivery timeframes, we consider your location in relation to our warehouse in Melbourne. Generally, orders placed from metro cities in Australia can expect an overnight delivery, excluding Adelaide and Perth which may require 2-4 business days. For customers in rural areas, it may take anywhere between 3-6 business days for the order to arrive.

Our team requires a timeframe of 1-2 business days to process your order for shipment. After this processing period, the expected shipping time will commence.

During the peak of promotions, it is reasonable to expect that your order will be dispatched within 2-3 business days. Please note that orders are not processed on weekends or public holidays. Take into account that sale periods may potentially cause delays in the picking, packing, and delivery of your items.

Our utmost priority is to ensure the timely delivery of all orders. Please be aware that we are given an estimated delivery date by our carriers.

On rare occasions, your order may arrive later than the estimated timeframe. It is crucial that you provide correct address details for successful delivery. We cannot take responsibility for delayed or lost deliveries due to an incorrect address being provided.

If, however, your purchase arrives damaged or does not match your order, please contact our customer services team via email at orders@justintong.com.au within 2 business days of receiving your order.

Delivery to PO Box addresses is not available.

Once your order has been shipped, an exclusive tracking number will be sent to the email address you provided. By clicking on the link provided in the Shipping email, you will have access to real-time updates on the status of your order.

Australia and New Zealand:

Australian orders are invoiced in Australian Dollars (AUD) and include Goods and Services Tax (GST) charges.

For New Zealand orders, they are also invoiced in AUD and may be subject to applicable local taxes and duties. Duty-free thresholds are determined by the respective customs authorities in your area.

It is the customer's responsibility to cover any duties and taxes incurred, and we strongly advise checking your local customs website for estimated expenses.

If New Zealand orders are refused at customs due to unpaid duties and taxes, JUSTIN TONG reserves the right to deduct return costs from the total refund amount.

International:

We operate on a Delivery Duty Paid (DDP) basis, ensuring that all applicable import taxes and duties are settled at the point of purchase. This approach guarantees transparency, eliminating any unexpected charges upon the arrival of your order at your destination.

Please note that JUSTIN TONG does not reimburse prepaid taxes and duties settled during checkout.

All purchase receipts are sent to your email once your order has been processed and paid for. We will also send you a shipment confirmation once your order has been shipped.

Please contact us immediately if you have not received your order confirmation or shipping confirmation emails within 48 hours of purchase, should you purchase over public holidays or weekends your confirmation will be sent on the next business day.

Pre-order items will undergo processing procedures similar to regular orders but will be dispatched at a later date. The anticipated shipping date will be clearly indicated on the product page. Upon dispatch, you will receive a shipping confirmation notification.

Kindly be aware that shipping dates are susceptible to change.

In the case of orders comprising both pre-order and in-stock items, the in-stock item(s) will be shipped separately, ensuring that you receive your available items promptly. There will be no extra postage charges incurred under these circumstances.