Shipping Policy
Last updated: 16 July 2025
At Audima Labs Pty Ltd, we offer both in-stock and pre-order products. All items available for pre-order are clearly marked as such, with estimated shipping timeframes provided at the time of purchase.
Delivery Timeline Policy: Production and delivery timelines are estimates only and may be affected by supply chain factors beyond our control. Minor delays within reasonable timeframes do not qualify for refunds. However, if your order is not delivered within a reasonable timeframe as required by consumer protection laws and payment processor protections (including PayPal Buyer Protection), you may be eligible for a full refund under our Return Policy.
1. Product Types & Shipping Methods
Pre-Order Items
- Custom-manufactured specifically for you
- Clearly marked as “pre-order item”
- Estimated delivery: 4-6 months
- Full payment required upfront
- Tracking provided once dispatched
- Final sale except for defects, non-delivery, or significantly not as described
In-Stock Items (When Available)
- Ready to ship immediately
- Processing and shipping times provided at checkout
- Tracking provided for all orders
- Standard return policy applies
2. Pre-Order Terms & Conditions
Clear Identification
Any item sold as a pre-order will be explicitly labeled as a pre-sale item both on the product page and at checkout. You cannot accidentally purchase a pre-order item.
Estimated Shipping Timeline
Pre-order items are typically shipped within 4-6 months from the purchase date. The estimated delivery window will be clearly communicated before purchase.
Note: These are estimates based on current production schedules and may be subject to change due to manufacturing complexities or supply chain factors.
Reasonable Delivery Expectations: We consider delivery within 4-6 months plus an additional 30-60 days for unforeseen circumstances as reasonable. Delays beyond this timeframe without justified cause may qualify for refunds under our non-delivery policy.
Customer Communication
- Regular updates throughout the production process
- Immediate notification of any significant changes or delays
- Our team is available to assist with questions during the wait
- Progress updates sent via email to your registered address
- Proactive communication about any potential delays exceeding reasonable timeframes
Acknowledgement of Pre-Order Terms
By purchasing a pre-order item, you acknowledge:
- The stated delivery timeframe and production schedule
- Agreement to full payment upfront to reserve your unit in the production queue
- Understanding that delivery dates are estimates and may change within reasonable limits
- No refunds for change of mind or minor delays, but refunds available for defects, non-delivery beyond reasonable timeframes, or items significantly not as described (as per our Return Policy)
3. Non-Delivery Protection
What Constitutes Non-Delivery
- Reasonable delays: Up to 30-60 days beyond estimated timeframe due to supply chain factors
- Excessive delays: Beyond reasonable timeframe without adequate justification or communication
- Lost shipments: Items confirmed shipped but never received despite tracking
- Failed delivery attempts: When carrier cannot complete delivery due to address issues
Our Commitment
- Proactive communication about any delays
- Updated timelines with realistic expectations
- Full refund if delivery cannot be completed within reasonable extended timeframe
- Immediate investigation of lost or missing shipments
If you haven’t received your order within the reasonable timeframe (including communicated delays), please contact us immediately at contactus@audima.com.au so we can investigate and resolve the issue.
4. Proof of Delivery & Tracking
Tracking Information
We provide accurate customs declarations including:
- Email confirmation when your order ships
- Tracking number and carrier information
- Estimated delivery date
- Delivery confirmation once received
- Delivery attempt notifications from carrier
Delivery Confirmation
- Email confirmation when your order ships
- Tracking number and carrier information
- Estimated delivery date
- Delivery confirmation once received
- Delivery attempt notifications from carrier
Shipping Partners
We work with trusted shipping partners to ensure reliable delivery. Specific shipping costs and delivery timeframes are provided at checkout based on your location and selected shipping method.
5. International Shipping & Customs
Important Notice for International Customers: Your order may be subject to import duties, taxes, or customs fees, which are not included in the purchase price.
Customer Responsibilities
- Audima Labs Pty Ltd is not responsible for any customs-related charges
- Any customs duties or import taxes are the sole responsibility of the recipient
- Packages may be held by customs for inspection, causing delivery delays
- Some countries may have restrictions on electronic imports
Before You Order (International Customers)
- Research your country’s import regulations for electronics
- Contact your local customs office for guidance on possible charges
- Ensure your shipping address is complete and accurate
- Be prepared for potential customs clearance delays
Customs Documentation
We provide accurate customs declarations including:
- Detailed product descriptions
- Correct product values
- Country of origin information
- HS/Tariff codes where applicable
6. Shipping Issues & Support
- Report issues within 7 days of expected delivery
- We’ll investigate with the shipping carrier immediately
- Replacement or refund provided if carrier accepts liability
- Insurance claims handled on your behalf where applicable
- Temporary replacement may be expedited while claims are processed
- Most carriers attempt delivery 2-3 times
- Packages may be held at local depot after failed attempts
- You’ll receive delivery notifications from the carrier
- Packages returned to sender due to failed delivery may incur reshipping costs
- Extended hold periods at depot may be considered delivery failure
- Contact us immediately if you need to change your shipping address
- Changes only possible before order ships
- Address corrections after shipping may incur additional fees
- Incorrect addresses provided by customer may affect delivery guarantees
Minor Delays (No Refund): Up to 30-60 days beyond estimated timeframe due to legitimate supply chain, customs, or carrier issues with ongoing communication.
Non-Delivery (Refund Available): Excessive delays without justification, lack of communication, or failure to ship within reasonable extended timeframes.
We distinguish between temporary delays (which we’ll communicate about) and actual non-delivery situations that qualify for refunds.
7. Shipping Issues & Support
This shipping policy operates alongside your rights under Australian Consumer Law, which requires goods to be delivered within reasonable timeframes.
PayPal Buyer Protection
If you pay via PayPal, you have additional protection for items not received. Our shipping policy is designed to meet PayPal’s requirements for:
- Clear delivery timeframes and expectations
- Tracking and proof of delivery
- Reasonable handling of shipping delays
- Refund options for legitimate non-delivery cases
8. Contact Us
For shipping questions, tracking assistance, or delivery concerns:
We aim to respond within 2 business days.
Please include your order number for faster assistance.
For non-delivery concerns: Contact us immediately if your order is significantly overdue so we can investigate and provide resolution.