Completing the checkout process signifies acceptance of Astro Dog’s Delivery Terms. This is important. Please read carefully.
When will my article be posted?
If an item was ordered before 2PM Australian Eastern Standard Time (AEST, Brisbane, +10), we will ship same day. After that, we may send it same day, but it is more likely to be the next working day. We ship within 0-1 working day.
How is my item packed?
We put a lot of care and attention into our packaging. We use a sturdy cardboard brown box, with foam packaging on the inside, which we position for overall tension. It is sealed with quality tape around the openings and we attach a fragile sticker on every box (well, except eyepiece cases themselves, which really are not fragile).
How long will it take for me to get my item?
We post rapidly. Australia Post can do deliveries to many parts of Australia between 2-4 days. Some places, may take a little longer. Be assured we will dispatch it as fast as we can! Couriers vary. Couriers have been known not to miss pickups when they are busy. This means articles do get missed and go the next day.
What Delivery Service will your goods be sent to me with?
We use a variety of services in order to get your goods to you. It could be Australia Post, Fastway or Couriers Please, but is most likely Australia Post. This satisfies most of our customers.
You can force an insured Australia Post delivery with the purchase of additional postage insurance (found under “Delivery Services” on our product menu). If you don’t trigger an Australia Post Delivery, then you accept that it may be sent with our choice of courier or Australia Post (but without insurance).
Why use couriers?
Couriers may be faster, or less expensive than Australia Post in your location. If you supply your phone number and email address, they usually keep you in the loop about your item and you can even leave extra instructions like (“leave behind flower pot”).
Who is responsible for shipping / damage / lost delivery?
We take responsibility for making sure that your item is packed and sent, and also providing you with a tracking number. Couriers Please, Fastway and Australia Post take responsibility for what happens after it has been collected. You are responsible for purchasing extra insurance before checkout is finished if that is what you want. You are also responsible for claiming insurance on these items if something goes wrong (in fact, Australia Post insist on it) or bearing the loss if you didn’t buy insurance.
What insurance do these carriers have?
Australia Post delivers everywhere we know of. It used to automatically includes $50 of insurance with no excess but no longer does (according to Postal Inquiry 1/2/19). Additional insurance needs to be purchased for $3 for every extra $100. So, for example, if I bought an item for $140, I would need to buy two $3 insurance upgrades (the first purchase would only cover to $100, so we need to buy a second to bring it up to $140). Insurance is subject to Australia Post’s terms and conditions.
Fastways is another very common courier that we use. They feature $1500 worth of insurance, with no excess. Insurance is subject to Fastways terms and conditions. Once a claim has been approved by Fastway, in our experience they transfer the claim to their insurer and your claim is subject not to Fastway’s approval, but to Fastway’s insurer. In our experience, it can take up to 8 weeks to settle a claim. You need to provide evidence. Fastways generally collect once a day. At times, they can miss a delivery and it will (usually) be collected the next day. It can take up to 10 days to deliver, though it is usually much faster.
Couriers Please offer $1000 of insurance, however it is subject to an excess. This means that if you buy an item for $300, and were assessed as eligible for insurance, you would need to pay $100 before you can claim – meaning that if approved, you would get net compensation of $200 (Total lost, up to $1000 – Claim Excess). Insurance is subject to Couriers Please terms and conditions. Couriers Please generally collect once a day. At times, they can miss a delivery and it will (usually) be collected the next day. It can take up to 10 days to deliver, though it is usually much faster. Goods sent with Couriers Please are sent with authority to leave on your behalf.
What happens if my item does not track?
Articles will not track if they have not been scanned by the carrier. It can mean that it has not been collected or sent, but it may be because the carrier has not scanned it. We have had cases where posted articles were NOT scanned at all by Australia Post, but turned up at the expected time. It happens. If a tracking number is issued on a Saturday or Sunday, it will not track until Monday evening at the earliest, as that will be the next Australia Post working day.