Shipping and Returns

International

International customers please click here.

 

Australian Domestic Shipping

Standard Post

- $8.95 Flat Rate OR Free Shipping over $99.00

Simply spend over $99.00 and you qualify for FREE shipping - anywhere in Australia!!

Free shipping is provided via Australia Post's eParcel service.

Express Post

- $9.95 Flat Rate for ACT/NSW for any size parcel

- $9.95 Flat Rate rest of Australia (small parcels under 500gm)

- $14.95 Flat Rate rest of Australia (parcels over 500gm)

Express Post is shipped by Australia Post's Express Post service.

Same Day Shipping

We ship orders on the same day* they are placed, provided it is before 1pm Sydney time (AEDST) for standard shipping or 2pm for EXPRESS shipping. Weekends and public holidays excluded. Customers paying by bank deposit will have their orders sent the same day payment is confirmed in our account.

*During peak times (Nov & Dec) some orders may occasionally carry over to the next day. Express Post orders are prioritised on these rare occasions.

Estimated Shipping Times

Based on standard shipping times. May vary slightly due to environmental factors (floods etc) or peak periods.

Coffs Harbour - same day pickup available    
Regular Post
(free shipping over $99)
Express Post
Sydney 2-3 working days Overnight
Brisbane, Gold Coast, Sunshine Coast  3-4 working days 2 days
Melbourne, Hobart, Adelaide 3-5 working days 2 days
Regional NSW 2-4 working days 2-3 days
ACT 3-4 working days 2 days
Regional VIC, QLD 3-5 working days 3 days
NT Darwin, Remote QLD 8-10 working days 3-4 days
Perth 8-10 working days 2-3 days


Claims & Returns Policy

Purchaser of Goods only Eligible for Returns: Only the original purchaser may make a returns claim. If you have received a product originally purchased from MiniZoo as a gift you are not eligible to return it for credit.

Goods must be purchased from MiniZoo: Proof of purchase from MiniZoo must be provided on all goods that are returned for credit or refund.

Change of Mind: You may return items (in as new condition) within 7 days of delivery. We'll provide you with a store credit for the value of the returned items once they have been received LESS the original cost of shipping (where free freight was allowed). You are responsible for the freight costs to send the item(s) back. Note, damage to the product or packaging, missing tags or anything else that renders the product in less than 'as new' condition will result in reduced or zero credit being allowed.

Missing Products: MiniZoo has a two stage checking process which involves marking the customer invoice once when a product is picked from the warehouse and then a 2nd time when a product is packed. This process reduces missing stock errors to less than 0.01%. Sometimes small products can also get caught up in packaging material. If you believe a product is missing please check the floor area where the box was opened as well as the box itself and any scrunched up newspaper thoroughly. If products are missing from your order we will require photographic evidence of your customer invoice showing the check marks. All claims MUST be made within 7 days of receiving your order.

Defective or Incorrect Products Received: If the return is a result of a defective product or an error on our part you are entitled to a full refund and we will also pay the return freight costs (lowest cost option) if the faulty product is returned. Alternatively, a store credit for the value of the goods may be given when agreed upon by both you and us. All claims MUST be made within 7 days of delivery.

To return an item, simply mail to: Minizoo, 7 Mikinos St, Coffs Harbour NSW 2450. We'll notify you via e-mail of your refund (or credit where applicable) once we've received and processed the returned item.

* IMPORTANT - The following is not considered defective:

Minor Plastic Warping - due to the nature of the material (PVC) a leg, or horn, or wing etc can be slightly out of shape after exposure to warmth and or pressure. This can occur at any time from when the figures are first manufactured right through the supply chain. While we do our best to minimise it we can't avoid it altogether.

The good news is that there is a very simple trick to fix it that works 99% of the time. Just run the model under warm water until it becomes extra soft, then hold the warped part in the correct position while running cold water over it. This 'resets' the plastic in its original and correct position.

Paint Variations - it is good background as a collector to know that the models are hand painted, so you will never find two exactly the same or the exactly same as in the display images - in fact, this is part of their charm and appeal. The manufacturers are also forever updating and making modifications to the paint styles. Different batches are almost always a slightly different shade or tone to earlier versions and also studio photo lighting can make colours appear different to real life. It is impossible to guarantee that the paintwork on the images provided by our suppliers will always be exactly the same as the end product.

Costs

We give free freight within Australia for orders valued at $99 or more. Just select the free freight option when going through the checkout. Note free shipping applies to one delivery address. If checking out with multiple shipping destinations a request will be forwarded for payment of the cost price of delivering to the extra address(es).

The default currency is AUD when viewed from Australia. Pricing may default to international currencies when viewed from other countries. To change currency select from the menu at the top left of the screen.

Free Pick-up

If you live in the Coffs Harbour area you can choose our free 'Pick-up from Coffs Harbour' shipping option. If you are passing through, or holidaying in Coffs, you may put the Coffs Harbour postcode 2450 in your shipping address and you will also be given the option to pick up your order. The address for pick-up is 7 Mikinos Street, Coffs Harbour. Please write the pick-up date and approximate time in the order comments. We will call to confirm that your order is ready. Orders must be submitted and paid for online prior to collection.

Postage - Within Australia

We send our parcels out with Australia Post's eParcel or Express Post service. Orders will be processed & shipped within 24 hours of receipt (except over weekends & public holidays). If you require urgent delivery please select Express Post when checking out.

All customers will receive an email at the time of shipment containing a tracking number and link.

  1. Tracking for Australia Post items ... http://auspost.com.au/track/ 

All parcels will have a default requirement to sign on delivery. If you do not need this please leave instructions in the comments as you check out such as 'please leave parcel behind the gate' and we will include this message on the mailing label.

Unclaimed Parcels

Occasionally we receive unclaimed parcels back from the couriers. This may occur if several delivery attempts as well as contact attempts by the delivery agents have been unsuccessful. When an unclaimed parcel arrives here the MiniZoo staff will then again attempt to contact the customer via phone, text and/or email. If, after a period of two weeks has expired, these attempts to make contact are also unsuccessful MiniZoo will refund the purchase price minus courier delivery & return charges paid, less a $25 AUD administration charge. For example: a $150 order may be refunded $95 after $25 admin fee and $30 in courier fees are deducted.

Lost Parcels

MiniZoo provides automatic insurance and will replace the contents of lost parcels. For a lost parcel claim to be approved a package must be confirmed as lost by Australia Post after a full search and investigation has been conducted by their missing parcels team.

 

Worldwide Shipping

MiniZoo welcomes international customers. In fact, you make up more than 20% of our total business! 

"Hi Jason, The figurines arrived this morning in pristine condition! Thank you for putting in so much thoughts into preventing them from damage during shipping. Its something some retailers fail to consider and the quality of the figurines diminish significantly. I will be putting up more orders in the next few weeks to come." Regards, Haniman (Singapore)

"Hi, I just wanted to thank you, my order arrived yesterday and we're really happy with it, everything was in perfect condition. Very reasonably priced for the items and the shipping, and we were very happy with the selection and high quality items you offer. Hope you have a very Merry Christmas! Cat" (Canada)

"Hi Jason, My order was delivered in just 10 days for the record.
Many thanks again for the good service. Best Regards, Karel" (Netherlands)

"Just want to let you know that you are the BEST BY FAR of all the miniature animal outlet on this entire planet. The dealers here in the U.S. can not compare." Edward Russell - Russell Bros Circus (USA) 

MiniZoo has partnered with Australia Post for reliable, tracked standard international shipping AND super quick Express International services

 

How does it Work?

Standard International

  1. we pack your order and arrange for the Australia Post Courier to pick it up (usually within 24hrs)
  2. the courier transports your parcel to Australia Post in Sydney
  3. from Sydney it is flown to your country and goes through customs processing
  4. after customs clearance it is transferred to your domestic mail service for delivery

International Express

  1. we pack your order and arrange for the Australia Post Courier to pick it up (usually within 24hrs)
  2. the courier transports your parcel to Australia Post in Sydney
  3. from Sydney it is flown to your nearest major city and expedited through customs
  4. it is delivered by the fastest available postal service to your door

 

How much does it Cost?

The freight cost is based on the parcel weight, and is adjusted in 100gram increments up to 2kg, then in 500gm increments above 2kg up to a maximum of 10kg. 

To estimate your shipping cost follow these simple steps:

  1. add products & and go to your MiniZoo shopping cart
  2. click 'estimate' on the shipping line & add your country, state and zipcode
  3. click 'estimate shipping'
  4. choose your preferred shipping option

You can continue to add or remove products & experiment with the shipping cost by repeating the above process. You may need to refresh the cart page for changes to take effect on the shipping calculations.

* buyers' tip ... It is often cheaper to send by EXPRESS courier once your parcel is over 2kg!! 

 

Can I Track my Parcel?

Yes! You will receive an email when your parcel ships containing your international tracking number. The tracking page for Australia Post Express Courier is .. https://auspost.com.au/

* buyers' tip ... Once your parcel has arrived in your country you can also track it through your local postal service or other international mail tracking sites. For example, USA customers can use https://www.usps.com/

 

How Long Does it Take to Arrive?

Standard International

  • The average time for most international parcels to arrive is 8 - 15 days but may take up to 3 weeks to some countries.
  • Parcels to the USA and parts of Asia arrive in 1-2 weeks on average. New Zealand is typically less than 1 week.

Express Courier

  • 3-4 business days between major metropolitan areas. Most parcels are delivered within 1 week from order date.

Factors that affect the delivery time include time in customs, efficiency of the domestic mail service, public holidays, extreme weather and peak delivery periods (in December).

If your parcel hasn't arrived after 3 weeks from the shipping date you can contact Jason on info@minizoo.com.au for a follow up.

 

Payment Methods

We accept PayPal, American Express, Visa and MasterCard for international orders.

 

Are there any Extra Charges?

There are no hidden or extra charges from MiniZoo.

It's important to note that some governments charge import taxes / duties on goods brought in from overseas (usually when over a particular value). Any such taxes, if levied, are the responsibility of the purchaser.

Currency conversion charges may be charged by PayPal, Visa & MasterCard.

 

Unclaimed Parcels

Occasionally we receive unclaimed parcels back from the couriers. This may occur if several delivery attempts as well as contact attempts by the delivery agents have been unsuccessful. When an unclaimed parcel arrives here the MiniZoo staff will attempt to contact the customer via all practical means. If a period of one month has expired without a reply MiniZoo will relist the items online and no further action will be taken.

 

Lost Parcels

MiniZoo provides automatic insurance and will replace the contents of lost parcels. For a lost parcel claim to be approved a package must be confirmed as lost by Australia Post after a full search and investigation has been conducted by their missing parcels team.

 

Other Matters

 If you have any other questions regarding ordering from overseas please contact Jason on info@minizoo.com.au

 

 

Updated 4/6/2019