Shipping

All orders are dispatched from our warehouse in Sydney.

Orders will be shipped in 1-2 business days.

We strive to ship orders placed before 9am AEST on the same day, however during outbreaks + lockdowns, same day shipping may not be possible due to increased orders.


 
IMPORTANT INFORMATION FOR AUSTRALIAN CUSTOMERS - 10 SEPT 2021

Last week Australia Post announced significant delays and a backlog of parcels due to reduced flights, unprecedented parcel volumes and having 500 AusPost staff currently in isolation.

For more information, please click here to view a Channel 9 News segment providing more detail. 

As such we are currently only able to offer Express Post option for shipping. Please note: even customers who have selected Express Post may unfortunately experience delays.

AusPost shipping times are beyond our control.

However we wish AusPost would classify face masks as an essential item, as they do medications. If that were the case, our customers would not experience these issues. AusPost used to offer this initially, during the first national lockdown at the start of 2020. However they have since removed face masks as being listed as an essential item.

We have contacted them and pushed for them to reinstate this, but so far have not had any luck. We will try again, and we encourage other face mask retailers who use AusPost to contact them and do the same. 

Your patience is very much appreciated during these challenging times. 🙏 

As soon as we hear of the AusPost backlog clearing, we will update our shipping policy accordingly.

If you require your masks urgently, you may wish to find a face mask retailer (who uses an alternative carrier) who can guarantee faster shipping times than ourselves.

For updates on current delays, please refer to the: AusPost Service Updates.

 

   
AUSTRALIA DELIVERY TIMES + COST

Option Delivery Cost
AusPost Express  

1 - 3 Business Days - expect delays

(Comes with tracking)

$9.50

.
.
NEW ZEALAND DELIVERY TIMES + COST
.
Option Delivery Cost
DHL International Express   

3 - 10 Business Days 

(Comes with tracking)

$11.17 NZD


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WHEN WILL YOU SHIP IT?

For the past 12 months we have proudly offered a same day shipping policy.

However, as of 23 August 2021, increased order volumes due to outbreaks and lockdowns have meant that we have had to update our shipping policy.

We now strive to ship all orders placed before 9am AEST on the same day.

However please note, there may be occasions where your order may take an additional day to be shipped, rather than same day shipping.

Orders placed over weekends and public holidays will be shipped on the following 1-2 business days.
 
 

ORDER + SHIPMENT NOTIFICATION EMAILS

You will receive an email or SMS (depending on the details you supply us), notifying you that your order has been confirmed.

You will receive a second notification once your order has been shipped, which will include your AusPost tracking number. 

Sometimes our Order confirmation and Shipment notification emails can arrive in customer's junk mail.

If you haven't received your notification, please check your junk mail, in case it has arrived there, as they occasionally can.

If you are still unable to locate it, please contact us at hello@facemaskeraustralia.com and we will be happy to resend you a copy.

 

AUTHORITY TO LEAVE

We understand you need your face masks to arrive as quickly as possible.

Therefore all our orders have an AusPost "Authority To Leave" sticker attached by default.

By using this service you hereby agree and understand that Australia Post grants authority to leave parcels unattended at your selected address (if secure by Australian Post standards).

We recommend you use an address for delivery that will be attended. If no one is available to receive the parcel at the nominated delivery address, the parcel will be left in a safe place. 

If for any reason the parcel cannot be delivered, AusPost will leave a slip specifying pickup and location details for you to collect your parcel.

As postage services are not under insurance, Facemasker Australia is not responsible or liable for any lost or stolen parcels. However we will always do our best to assist in tracking down the location of your parcel!

 


WILL MY PARCEL BE TRACKABLE?

Yes - all our orders come with a tracking number.
To track your parcel, please click the link below and enter the tracking number supplied on your shipping confirmation email:

AUSTRALIAN ORDERS: auspost.com.au/mypost/track 
NEW ZEALAND ORDERS: https://mydhl.express.dhl/nz


If you are concerned that your order is delayed or is lost, please get in touch as soon as possible so one of our team can assist you in tracking it down. We are able to lodge late enquiries with AusPost, on your behalf, which can assist in the speeding up on delivery of delayed parcels. 

Alternatively, there is a link on your tracking page to lodge a late enquiry yourself.

 

EXISTING AUSTRALIAN CUSTOMERS WITH DELAYED PARCELS

For customers who are currently experiencing longer than normal delays with their parcels, we do apologise. 

Whilst this is beyond our control, we do understand your frustration.

We do also see AusPost's side of things; they are short staffed and have less plane flights available, due to the current Delta outbreak.

On top of that, AusPost are currently experiencing the largest parcel volumes in history. 

AusPost have announced that they are currently trying to clear this backlog.

Please also note: commencing Friday 10 September, our Facemasker Team will proactively check through every single customer for the past few weeks to check the status of their delivery.

If delayed, we will proactively lodge a late enquiry with AusPost.

If you are a customer with a delayed parcel, please check your inbox and junk mail, in case we have tried to contact you with an update. Often our emails can arrive in junk mail, so it's best please to also check there. 

If you haven't heard from us yet, it will most likely be because we haven't got to you yet on our check sheet. This is a large list of customers (1500+) that we have to check the tracking to see if orders are delayed or not.

However please rest assured we are working on it and will be lodging late enquires and reaching out to you with a reference number for the enquiry in the coming 7 days.

Your patience is very much appreciated during these challenging times. 🙏