Shipping and Returns

COVID-19 updates:

Business as usual at MiniZoo. We're still happily picking and packing and shipping both domestic and international orders on a daily basis. Freight and Logistics AND home delivery services within Australia continue to operate as before.

Australia Post has advised that domestic services are experiencing delays to both standard and express services due to the unprecedented high volume of parcels currently being handled. The express post guarantee has been temporarily suspended however express is still significantly faster than standard mail. We recommend choosing express post where faster delivery is required.

Further information can be found here .. Australia Post domestic delivery information

International

International customers please click here. Please read before placing your order as some countries have now had mail services suspended.

 

AUSTRALIAN DOMESTIC SHIPPING

Standard Post - Australia Post eParcel service

- $9.95 Australia Wide Flat Rate OR Free Shipping over $99.00

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

Express Post - Australia Post Express Post service

- Up to 0.5kg - $11.95 Australia wide

- 0.5kg to 5kg - $11.95 NSW/ACT. Rest of Australia $16.95.

- Over 5kg - $16.95 NSW/ACT. Rest of Australia $19.95.

For important updates regarding shipping & deliveries to your area by Australia Post, please click here.

 

Tracking

Tracking with Signature on Delivery is automatically provided for every parcel. If you do not need a signature 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. The Aust Post tracking page is... http://auspost.com.au/track/.

Same Day Shipping

Express Post orders placed before 1pm Sydney time (AEDST) are shipped same day. Standard Post (and free ship) orders are shipped within 1-3 business days (weekends, public holidays and Christmas to New Year period excluded). Most of the time standard orders are shipped within 1 business day however during peak times (Nov-Dec and during COVID-19 restrictions) this can extend up to 3 business days. In this case, Express Post orders are given higher priority. Customers paying by bank deposit will have their orders sent once payment is confirmed in our account.

FREE Same Day Pick Up

If you live in or around the ACT you can order and collect same day! OR nominate another day that suits.

  • Online, prepaid orders only
  • Choose 'Free Pickup from ACT' shipping option
  • Collect 9am-3pm, Mon-Fri (excluding public holidays)
  • Address: Unit 2/1 Alumina St, Beard, ACT 2620. Street parking please.
  • Write preferred pick-up day/time in the order comments
  • Same day pick-up orders must be submitted BEFORE 1pm
  • We will text/call to advise that your order is ready

PLEASE NOTE: browsing within the warehouse space is not permitted

 

Estimated Shipping Times

Based on information supplied by Australia Post. May vary slightly due to environmental factors (floods etc) or peak periods. If shipped on a Friday, delivery would be Monday (or Saturday where offered by Aust Post).

NSW

Express Post
(discount rates) 
 Regular Post
(free over $99)

Sydney Metro

Overnight 2-3 days
Gosford Overnight 2-3 days
Wollongong Overnight 2-3 days
Newcastle Overnight 2-3 days
Albury 1-2 days 2-3 days
Tweed 1-2 days 2-3 days
NSW Country 1-2 days 2-3 days
ACT Express Regular 
FREE Pick-up

Same Day

Same Day
Canberra Metro

Overnight

Overnight
ACT Other (0251-0299) 1-2 days 1-2 days
VIC Express Regular
Melbourne Metro Overnight 2-3 days
Geelong Overnight 2-3 days
Ballarat Overnight 2-3 days
Wodonga 1-2 days 2-3 days
VIC Country 1-2 days 2-3 days
QLD Express  Regular 
Brisbane Metro Overnight 2-4 days
Brisbane Outer Suburbs
1-2 days
2-4 days
Ipswich Overnight 2-4 days
Gold Coast Overnight 2-4 days
Coolangatta Overnight 2-4 days
Sunshine Coast Overnight 2-4 days
QLD Country Near 1-2 days 2-4 days

QLD Country Mid

2-3 days 3-5 days
QLD Country North 2-3 days 3-5 days
SA Express  Regular 
Adelaide Metro Overnight 2-4 days
SA Other 1-2 days 3-5 days
SA Rural & Remote 2-3 days 3-5 days
WA Express Regular 

Perth CBD

Overnight 4-6 days
Perth Metro 1-2 days 4-6 days
WA Other 2-3 days 5-8 days
WA Rural & Remote 3-4 days 7-9 days
TAS Express  Regular 
Hobart, Launceston Metro Overnight 3-5 days
Tas Country 2-3 days 3-5 days
NT Express Regular
Darwin CBD 2-4 days 5-7 days
NT Near 4-5 days 14-15 days
NT Remote 5-6 days  14-15 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, Unit 2/1 Alumina St, Beard, ACT 2620. 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) thin parts such as a leg, sword, horn, or wing etc can be slightly out of shape due to post casting cooling effects at the factory or following 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.

Pre-Orders

Please note, all products ordered WITH pre-order items will ship at the same time as the pre-ordered product. This may mean a delay of 1-2 months while we are waiting for the pre-ordered products to arrive. If you'd like to have other items shipped earlier please order them separately.

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. If there is no response after 7 days no further action will be taken. If the customer claims the parcel a $10 Aust Post Returned to Sender fee will be charged on top of any re-shipping costs.

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. We do not provide refunds or replacements for items that have been delivered and subsequently stolen (such as in the case where parcels have been left at a premises by the delivery agents).

 

 

 

WORLDWIDE SHIPPING

COVID-19 update:

International orders are still being packed and collected from our warehouse daily however due to the lower level of available flights many countries are being affected by freight delays. Some countries have had services suspended completely. Please click here and check your country's status before placing your order. 

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.

 

Display Currency

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 flag menu at the top right of screen. Australian domestic taxes are removed from the pricing at the checkout stage.

Payment Methods

We accept PayPal, American Express, Visa and MasterCard for all international orders. Afterpay is available for New Zealand.

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 7 days has expired without a reply 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. We do not provide refunds or replacements for items that have been delivered and subsequently stolen (such as in the case where parcels have been left at a premises by the delivery agents).

Pre-Orders

Please note, all products ordered WITH pre-order items will ship at the same time as the pre-ordered product. This may mean a delay of 1-2 months while we are waiting for the pre-ordered products to arrive. If you'd like to have other items shipped earlier please order them separately.

 

Other Matters

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

 

 

Updated 3/8/2020