Shipping policy
Thank you for visiting and shopping at Ezymall. This policy explains our order processing, collection, delivery and shipment-related procedures.
Domestic Shipping
Ezymall currently delivers within Australia only.
Available shipping methods, estimated delivery times and applicable charges will be displayed at checkout before payment. Some bulky, heavy, fragile, special-order or remote-area deliveries may require us to confirm the delivery charge separately.
Order Processing
In-stock orders are normally processed within 1–2 business days after the order is received.
Our order processing days are Monday to Friday, excluding public holidays. Orders placed after 12:00 pm Sydney time on Friday, on weekends or on public holidays will begin processing on the next business day.
During periods of unusually high order volume, processing may take longer. If your order is expected to experience a significant delay, we will contact you by email or phone.
Local Pickup
Cost: Free
Preparation time: Usually ready within 24 hours on business days.
Please wait until you receive a “Ready for pickup” confirmation before visiting the pickup location. Pickup instructions will be included in your confirmation email.
Special-order, pre-order and backorder products will only be available for collection after they have arrived at our warehouse and you have received a “Ready for pickup” confirmation.
Shipping Rates and Delivery Estimates
The following rates and estimates apply to eligible, standard-size, in-stock products.
| Order value | Standard delivery | Express delivery |
|---|---|---|
| $100 or less | $15 | $30 |
| More than $100 | Free* | $30 |
Standard Delivery
Courier transit time after dispatch: Approximately 2–6 business days.
Estimated total time after ordering: Approximately 3–8 business days, including 1–2 business days of order processing.
Express Delivery
Courier transit time after dispatch: Approximately 1–3 business days.
Estimated total time after ordering: Approximately 2–5 business days, including 1–2 business days of order processing.
Express delivery may not be available for bulky or heavy products or for certain regional and remote destinations. Available shipping options will be displayed at checkout where possible.
Delivery estimates are provided in business days and exclude weekends and public holidays. They are estimates rather than guaranteed delivery dates unless we expressly state otherwise.
Free Shipping Conditions
Free standard delivery is available on eligible standard-size orders over $100.
Bulky, heavy and fragile products—including kitchen sinks and LED cabinets—are excluded from free shipping and may have different delivery charges.
Free shipping eligibility will be determined at checkout. Any applicable delivery charge will be displayed before payment where it can be calculated automatically.
Bulky, Heavy and Fragile Products
Bulky, heavy or fragile products may require a specialised delivery service and may have different delivery charges and timeframes.
Where an accurate delivery charge cannot be calculated automatically at checkout, we will contact you before dispatch. Your order will only be dispatched after you have been advised of and agreed to any additional delivery charge.
Please ensure that the delivery address has suitable and safe access for the size and weight of the product. Additional charges may apply if specialised access, redelivery or additional handling is required.
Regional and Remote Destinations
Delivery to regional or remote destinations may take longer or incur an additional delivery charge.
If an additional charge is required and cannot be calculated at checkout, we will contact you before dispatch to discuss the available delivery options. Your order will not be dispatched until the delivery arrangements and any additional charge have been agreed upon.
If suitable delivery arrangements cannot be agreed upon, we may cancel and refund the affected order.
Special-order Products
Some products are available as special-order items and are not held at our warehouse for immediate dispatch.
Where indicated on the individual product page, special-order products are normally dispatched within approximately 1–6 weeks. This timeframe includes the period required for the product to be supplied to our warehouse and prepared for dispatch.
The estimated special-order timeframe may vary depending on supplier availability, incoming freight, customs and other circumstances outside our reasonable control.
If we become aware of a significant delay, we will contact you with an updated estimate and explain the available options.
After the product arrives at our warehouse, please allow 1–2 business days for processing. Once dispatched, the normal courier transit time for the selected delivery method will apply.
Pre-order and Backorder Products
Products specifically marked as pre-order or backorder are not available for immediate dispatch.
Where a reliable estimate is available, the expected availability or dispatch date will be displayed on the individual product page. This date is an estimate and may change due to manufacturing, supplier availability, freight, customs or other circumstances outside our reasonable control.
Pre-order and backorder products will be processed after they arrive at our warehouse. Once received, please allow 1–2 business days for processing before dispatch. The normal courier transit time for the selected delivery method will then apply.
If the expected availability date changes significantly, we will contact affected customers with an updated estimate and explain the available options.
Orders Containing Different Product Types
An order containing in-stock, special-order, pre-order or backorder products may be dispatched together after all products become available or may be dispatched separately.
If an order is dispatched in multiple shipments, you may receive separate shipment confirmation emails and tracking numbers.
Additional delivery charges will not be applied solely because we choose to split an eligible order into multiple shipments. However, charges disclosed at checkout or separately agreed for bulky, heavy, fragile, regional or remote deliveries will still apply.
Shipment Confirmation and Tracking
You will receive a shipment confirmation email containing your tracking number after your order has been dispatched.
Tracking information may take up to 24 hours to become active after the shipment confirmation is issued.
Orders containing multiple products may arrive in separate shipments. If this occurs, you may receive more than one tracking number.
Checking for Damage on Delivery
Where possible, please inspect your order as soon as reasonably practicable after delivery, particularly if it is bulky, heavy or fragile.
If you notice any damage, please:
-
Avoid installing or using the damaged item.
-
Take clear photographs of the product, outer packaging, internal packaging and shipping label.
-
Keep the damaged item and all packaging materials.
-
Email hello@ezymall.com.au with your order number, a description of the damage and the photographs.
Prompt notification helps us assess what happened, communicate with the delivery carrier and arrange an appropriate resolution more quickly.
We may need to inspect or otherwise assess the product before providing a remedy. Please retain the product and its packaging until we advise that they are no longer required.
Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement, refund or another suitable resolution.
This inspection request and assessment process do not exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
We may attempt to validate the address before dispatch. If we cannot confirm the address, we will try to contact you for updated information. If we cannot obtain a valid address, we may cancel and refund the order.
If you notice an error in your delivery address, please contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been dispatched.
Additional delivery, redelivery, return or recovery costs resulting from an incorrect or incomplete address supplied by the customer may be charged to the customer where permitted by law.
Failed or Refused Delivery
Please ensure that the delivery location is accessible and that someone is available to receive the order where required.
Failed delivery attempts, refused deliveries or unavailable access may result in additional storage, return or redelivery charges.
If an order is returned to us, we will contact you to discuss redelivery or the other options available. Any applicable charges will be assessed reasonably and in accordance with Australian law.
Missing or Stolen Shipments
If you have not received your order but the delivery carrier reports it as delivered, please:
-
Check around the delivery location and any safe-drop areas.
-
Check with other members of your household, neighbours, building management or reception.
-
Review the tracking information and any delivery photograph supplied by the carrier.
-
Contact us as soon as possible at hello@ezymall.com.au with your order number.
We will review the available delivery information and, where appropriate, open an investigation with the carrier. Carrier investigations may take up to 21 days, depending on the circumstances.
We will keep you informed and work with you toward an appropriate resolution. Nothing in this investigation process limits any rights or remedies available to you under the Australian Consumer Law.
Delivery Delays
Delivery estimates may be affected by severe weather, transport interruptions, carrier delays, public holidays, regional access restrictions, supplier delays or other circumstances outside our reasonable control.
Where we become aware of a significant delay affecting your order, we will make reasonable efforts to notify you and provide updated information.
International Shipping
We currently do not ship outside Australia.
Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.
Contact Us
If you have questions about shipping, collection or an existing delivery, please contact:
Email: hello@ezymall.com.au