10% STORE WIDE WELCOME TO WINTER SALE! DISCOUNT COUPON CODE: WINTER24. SALE ENDS SUNDAY MIDNIGHT. PROCESSING TIME FOR NEW ORDERS IS APPROX 2-3 BUSINESS DAYS.

Shipping Information

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), (Even Amazon Prime charges over $84 per year to cover shipping!)

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

Parcels are not insured by us – if you do want insurance added to your order for international or eParcel services please contact us at the time of ordering to request the extra fee be added to cover the value.  Express Post satchels have inbuilt insurance up to $100 coverage.
If shipping seems excessive please contact us to query it – we do however re-weigh and re-calculate shipping costs after each order is packed and if an overpayment has occured we will issue a credit.

Shipping Turnaround Time

Shipping time varies depending on the volume of orders we receive & the time of year – to get an estimate just check our banner or pop-ups, or on the checkout page.

Please note that if you select Express Post it refers to the 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 & August-December (Christmas period) extra time may be required due to high volume of orders. Picking orders is a very time consuming process as many 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 8 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 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 this option 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 cannot combine a second order with it.  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. Priority Letter Rate (no tracking)
Priority letter rate is our slowest postage method – Australia Post have changed letter delivery times and letters can take anything from a few days to over a week depending on the delivery system however Priority is faster than regular letter rate but still be advised 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.

2. Parcel Post with Tracking & Signature on Delivery (via Australia Post eParcel)

Generally 1-4 days within Melbourne once shipped, 3-5 business days to Sydney, Adelaide or Canberra, approx 5-7 to Brisbane, approx 7-14 days to Perth or remote areas (THIS HOWEVER CAN BE LONGER DURING COVID & PEAK TIMES OF THE YEAR)

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 however please note that if this option is selected you also waive the right to claim for any lost orders that are insured once delivered.  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.

Insurance:  Parcels are not insured by us – if you do want insurance added to your order please contact us at the time of ordering to request the extra fee be added to cover the value.

3. Express Post with Tracking & Signature on Delivery (via 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 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.  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 as it 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 in those cases.  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:  Parcels are not insured by us – if you do want insurance added to your order please contact us at the time of ordering to request the extra fee be added to cover the value.

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 $12.00 per parcel by Australia Post.  If this occurs we will need to recoup this cost from the customer as well as the cost to re-ship the order.

Dangerous Goods:  Inflammable goods such as aerosols, 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.

4. Express Post – Signature on Delivery (Flat Rate Satchels)

Express Post Flat Rate Satchel with guaranteed next day delivery after shipping (please allow processing time to shipping time) to postcodes listed on the Australia Post Express Network.  This method is  trackable with signature on delivery however email updates are not available.  If you would like a tracking number after the order is shipped please request that in the comments box at checkout. 

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 you wish to add Signature on Delivery which appears in the option list, this includes an extra charge of $3.00.  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 – up to 1kg, 3kg or 5kg.  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. 

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 $12.00 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, 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.

5. Store Pickup

To arrange pickup please just select that option at checkout and we will email you with our address and then call you when your order is ready for collection.  When you arrive to collect your order we will ask you to call us from your car and we will bring your package out to you.  This is to increase safety for both our staff and customers.  The processing time as listed on our banner will still apply to store pickups unless you select the Rush my Order fee option at checkout for $10.00 which will mean it will be ready within 2 business days.  We are open Monday to Friday 9.30-4.30 but not open on weekends.

Please note that we are a warehouse not a retail store and as such we must impose limitations on pick-ups:

  • Orders for pick-up will be packed prior to your arrival. We cannot change contents or add items while you wait.
  • Visitors may not enter the warehouse section of the building.
  • Visitors may not request employees to retrieve merchandise from the warehouse for review.
  • Orders for pick-up must meet all normal sales terms and conditions.  

International Orders

Australia Post eParcel is the shipping method that we use for international orders.  You will be given a choice of methods available for your particular country at checkout.  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.  Please note that shipping to some countries is not possible during COVID due to limited flights, and delivery to most countries is slow.

The options include (depending on your country):

  • International Standard Pack & Track – Includes Tracking but no signature or insurance.  Can be purchased at customer request (please email for rates). Medium speed delivery.
  • International Express – 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.
Shipping costs can sometimes vary from the amount charged at checkout - if this occurs we will contact you to let you know any additional costs or refund any overpaid amount.

INSURANCE:
Parcels are not insured by us – if you do want insurance added to your order please contact us at the time of ordering to request the extra fee be added to cover the value.

We do not insure International orders unless the customer requests this at the time of ordering – we can advise of he extra fee for this which is not expensive if you contact us after you place your order.

Disclaimer

Over the Rainbow takes no responsibility for loss or damage of your order in the postal system if you have not requested extra insurance on orders sent by flat rate satchel (for value over $100), letters, eParcels or international shipping options (for all values)

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 Express Satchels we are able to claim up to $100 compensation without extra cover being added.  Lost or damaged items sent Flat Rate 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.