Shipping policy

This policy explains where we ship, what shipping costs and what to expect after you order. It applies to all orders placed with OnlineTrenz, a trading name of Ranjan Poudel (ABN 41 923 799 717).

Where we ship
We currently ship to 28 destinations:

  • Oceania: Australia, New Zealand
  • North America: United States, Canada
  • United Kingdom and Ireland: United Kingdom, Ireland
  • Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland
  • Asia: Hong Kong, Japan, Malaysia, Singapore, South Korea
  • Middle East: Israel, United Arab Emirates

If your country can be selected at checkout, we can ship to you.

Order processing
Orders are processed within 1–2 business days of payment. Orders placed on weekends or public holidays are processed the next business day. You'll receive a confirmation email when you order and a second email with tracking details once your order is dispatched.

Shipping rates
Free shipping options are available. All rates are in Australian dollars, and the exact options for your address are shown at checkout before you pay.

  • Australia: Standard shipping is free on orders of A$100 or more and a flat A$11 on orders under A$100.
  • International: Shipping is free on orders of A$80 or more and a flat A$9.95 on orders under A$80.

Delivery times
Estimated delivery time varies by destination and is shown at checkout. Estimates run from the date of dispatch, not the date of order, and are not guaranteed. They can be affected by customs processing, carrier delays, peak periods and weather.

Tracking
We email tracking details once your order is dispatched. Please allow up to 72 hours for tracking to become active. Seeing "not found" in the first couple of days is normal.

Customs, duties and taxes
Depending on your country's import thresholds, customs duties or import taxes may apply to international orders. Where these are calculated and collected at checkout, no further payment is needed on delivery. Where they are not, the recipient is responsible for any charges set by their local customs authority. We declare all shipments accurately and cannot mark parcels as gifts. We recommend checking your local import thresholds before ordering.

Incorrect or incomplete addresses
Please check your shipping address at checkout. We can correct an address before dispatch, but parcels cannot be redirected once shipped. If a parcel is returned to us because of an incorrect address, we will re-ship it once postage is covered, or refund you less the original shipping cost.

Delayed, lost or missing parcels
If your tracking hasn't updated for 7 days, email us and we'll chase the carrier for you. If tracking shows delivered but you haven't received your parcel, check with neighbours and your local collection point first, then contact us within 14 days and we'll work with the carrier to resolve it.

Damaged in transit
If your parcel arrives damaged, see our Refund Policy for how to report it.

Contact
OnlineTrenz, a trading name of Ranjan Poudel
ABN 41 923 799 717
Email: support@onlinetrenz.com
We reply within 24 hours, Monday to Friday.