Shipping Information

When you go to checkout with your order fill in your address and other information first so that shipping options & rates appear so that you can select your peferred method.  We also have a Rush My Order option on the checkout page.

As much as we would LOVE to offer Free Shipping, in reality we don't think it's a fair and transparent way to do business (hiding the actual cost in product prices, or exploiting underpaid delivery drivers)

We do promise to keep our shipping prices as low as possible, and we don't make any profit on packaging & shipping.

Insurance up to $100 is included only with Auspost Parcel Post & Express Post Satchels – if you do want insurance added to your order for Australia Post international or eParcel services please contact us before or at the time of ordering to request the extra fee be added to cover the value.   

If shipping seems excessive please contact us to query it – we weigh and calculate shipping costs after each order is packed and if an overpayment has occured we will issue a credit or refund.

Order Processing Time

Processing time/shipping turnaround time can vary so we provide an estimate of the current processing time on our banner and pop-up as well as on the checkout page.  If your order is very urgent there is a rush order option.

Please note that if you select Express Post it is a faster postal method rather than the speed of processing by us.  We do our best to get orders off as quickly as possible but peak times of the year such as Easter, Mothers Day & October-December (Christmas period) extra time may be required due to a higher volume of orders. Picking orders is a very time consuming process as many smaller items have to be weighed, counted and packaged so we do appreciate your patience with us when we are busy.  We a small business with only 5 employees so not a huge company employing hundreds of staff.

RUSH MY ORDER FEE:  If you would like your order processed and shipped sooner than the listed time on our banner we may be able to rush your order however we do now have to charge a rush shipping fee in order to be fair to everyone who has been waiting. The rush fee is $10 per order, and once paid your order will be pushed forward shipped within 24 business hours of being received. Please note that delivery time is on top of this and needs to be taken into consideration.
If you would like to use ‘Rush my Order’ just select that option on the checkout page and it will automatically charge the rush fee.

CHANGES TO ORDERS:
Orders can not be altered or added to once they have been placed.  If a second order is placed within 24 hours of the first order we can combine the orders if a note is included in the comments box at checkout requesting this – make sure you note the order number you previously placed and ask for the two orders to be combined.  Shipping will still need to be paid but we recalculate it on packing the orders and credit overpaid shipping to your customer account.  If your first order was placed longer than 24 hours earlier unfortunately we may not be able combine a second order. Orders cannot be cancelled once placed – if you do request a cancellation we reserve the right to deduct a $3.00 fee & to cover our bank admin fees and costs.

Options within Australia

1. Store Pickup – only available for local customers within Victoria.  We will call you when your order is ready for collection, and it can be picked up any weekday between 9am and 4pm.  Please note that we cannot make changes or add to orders when you pickup your order. Your order will be prepacked and ready in our reception area when you arrive.  
    
2. Letter Rate (no tracking) is the slowest & least expensive postage method for extra small and light flat packages under 50gm – Australia Post have changed letter delivery times so letters can take anything from a few days to over a week depending on the delivery system. We ship priority letter rate which is faster than regular letter rate but we advise not to select this method if you need your order more urgently or if you would like tracking included.  If you do make sure you select Parcel Post or Express Post.  We cannot provide any kind of tracking if you select this postage method.
    
3. Parcel Post with Tracking & Signature (Auspost eParcel) -
   Rates:  Shipping costs are automatically generated by our eParcel postage calculator at checkout as it is linked to Australia Post, and large letter rate will display as an option but only when items are flat and below 50gm total weight.  Rates will vary according to weight and where you are located.  eParcel parcel post is usually the most economical postage method however it does take longer than Express Post.  For bulky orders to areas outside main cities this is the most economical option.
   There is an option at checkout to waive signature on delivery.  If you have special requests as to where you would like an order left please type these in the comments box at checkout so we can add them to your label.
   When orders are shipped by eParcel you will receive email tracking updates automatically from Australia Post on shipping and when it is due to be delivered.
   Insurance:  Not included unless you request this additional service at checkout.  Note: We do insure at our own cost orders valued over $250, but for orders below this threshold it is not added.
    
4. Express Post with Tracking & Signature (Australia Post eParcel) –
   Generally next business day to main centres within Express Post network (not guaranteed), two business days to Metro Perth, WA & longer to remote areas. This method is fast & reliable however please allow for our processing time on top of shipping time as per estimate on banner top of our website pages.
   There is an option at checkout to waive signature on delivery however please note that if this option is selected you also may waive the right to claim for any lost orders that are insured at your request once delivered. The cost will not alter if Signature on Delivery is waived as it is inbuilt with this postage method.  If you have special requests as to where you would like an order left please write these in the comments box at checkout so tht we can add them to your label.
   When orders are shipped by eParcel you will receive email tracking updates automatically from Australia Post on shipping and when it is due to be delivered.
   Rates:  Shipping costs are automatically generated by our eParcel postage calculator at checkout which is linked to Australia Post.  Rates will vary according to weight and where you are located.  This method can be more expensive if your order is over 500gm weight & you live outside a major city.  In this case it may be better to select the Express Post flat rate satchel option which can work out a lot less expensive.  If your order exceeds 5kg then this option will be the only Express option that appears.  You may want to consider selecting Parcel Post for heavy orders as it will be much less costly.
   Insurance:  Not covered with eParcel postage – we insure orders valued at $250 or more at our own cost, however under this amount they are not insured, so if you do require insurance please let us know and we can quote you for the cost.
   Please note that eParcel Express Post is not covered by the Australia Post next day delivery guarantee so claims are not possible if packages are late.
    
5. Parcel Post Flat Rate Satchels – Trackable & signature is not required on delivery.  We email you a tracking number and link when your order is shipped by this method.  Insurance cover is up to $100 with this method.  Delivery time varies according to where you are located.  If you require an order to arrive faster make sure you select Express Post rather than Parcel Post.
   Rates vary according to weight.
    
6. Express Post Flat Rate Satchels – Trackable.  We have two options for this method, either without a signature or with signature at an additional $3  fee.  We email you a tracking number and link when your order is shipped by this method.  Insurance cover is up to $100 with this method.  Delivery time varies according to where you are located however it is normally next business day to most major cities within Australia (can be 2-3 days to Perth).  For more remote areas delivery time is longer but still faster than Parcel Post. 
   Insurance:  For orders shipped by this method there is automatic insurance cover by Australia Post insurance for up  to $100 if lost or damaged.  If insurance is required above $100 please request that in the comments box as a note and we can advise the cost of insurance and organise payment.
   Rates:  These are generated at checkout via Australia Post for 3 satchel sizes depending on the weight of your order. If orders are over 5kg this option will not appear. We may still be able to ship in multiple satchels however so the best thing is to select the Parcel Post or Express Post E-Parcel option and contact us to see if we are able to ship by flat rate satchels.  Flat rate satchels can work out less than the eParcel Express option listed above if you are outside major cities and are having an order over 500g shipped. 
    
7. International Orders -
   We ship by Australia Post Air (eParcel) for international orders.  You will be given a choice of methods available for your country at checkout.  We ship to New Zealand, Canada, UK, Japan but not to USA, EU or other countries who require tariff payment or are deemed unsafe for delivery. We will reintroduce US shipping if tariffs for small shipments are removed in the future. If you have special delivery instructions for your package or request insurance to be added, please make a note in the comments box at checkout. The options include (depending on your country):
   - International Standard Pack & Track Air Mail – Includes Tracking but no signature or insurance.  Can be purchased at customer request (please email for rates). Medium speed delivery
   - International Express Air – Tracking & Signature included.  Insurance extra (please email for rates). Fastest service.
   Insurance is not available for all countries, but for countries where is it available rates are based on the value of the order.  Insurance can be added to international packages by request at the time of ordering If you do not request insurance we cannot be responsible for loss or damage. Please request this in the comments box at checkout and we will advise of the cost.  If you request an order to be left without signature if not home it will invalidate insurance so no claim will be possible.

Special Notes:

Return to Sender:
Please check your address carefully when placing an order.  If an order is returned to sender due to an incorrect address being entered by the customer, the sender (Over the Rainbow) is charged a return to sender penalty fee of $13.95 per parcel by Australia Post.  If this occurs we will need to recoup this cost from the customer plus the cost of re-shipping the order.

Dangerous Goods:  Inflammable goods such as aerosols, glues, alcohol inks and resins cannot be shipped outside Victoria by Express Post due to airline regulations - these items have a note on them when you make your purchase which indicates No Express Post. They will need to go by Parcel Post.

Disclaimer:

If an item becomes lost in the postal system, is wrongly delivered or damaged Over the Rainbow will lodge an investigation on the customers’ behalf with Australia Post and assist with any claim.  Following the investigation, if Australia Post deems the order lost or damaged compensation will only be possible if insurance has been paid by the customer so that is has been applied to the shipment.  For Parcel Post & Express Satchels we are able to claim up to $100 compensation on your behalf without extra cover being added.  Lost or damaged items sent Flat Rate Parcel Post or Express Satchel (over $100 value), E-Parcels, Letters or to International Countries require additional insurance and needs to be requested by customer at time of ordering.

Spoilage of heat sensitive products such as polymer clay and resin are not covered by insurance – if you are ordering these during hot weather we always recommend customers select Express Post for their postage option as it means less time travelling by road in a hot truck.  Also it is a good idea to request we ship your order in the first half of a week so it isn’t left in a hot post office or van over a weekend.

Occasionally shipping costs can work out more expensive than calculated if an order is very bulky.  If this occurs we will contact the customer to discuss the options and either change to a cheaper postage method or invoice for the extra amount owing depending customer preferences.