Shipping policy
This page explains how production, shipping, and delivery work for our made to order products. Every item is produced specifically for you after your order is placed, so delivery timeframes are different to traditional retail.
If you ever have a question before or after ordering, please get in touch with our Customer Support Team. We’re always happy to help.
Policy Acceptance
By placing an order, you acknowledge and agree to this Shipping Policy and our Refund Policy, including all conditions relating to made-to-order products, production, shipping timeframes, delivery confirmation, and carrier handling.
For the purposes of this policy:
• “Delivered” or “delivery” means the date the carrier marks the order as delivered to the address you provided at checkout. Orders marked as delivered are considered successfully delivered, and we rely on carrier tracking and delivery confirmation as evidence of fulfilment.
• Once an order is marked as delivered by the carrier, it is considered successfully delivered and responsibility for the parcel generally passes to the customer. We will assist with carrier investigations in cases of suspected loss, theft, or carrier error; however, this does not imply acceptance of liability and does not limit any rights under applicable consumer law.
SECTION 1 - HOW OUR PRODUCTS ARE MADE AND SHIPPED
All of our products are made to order. This means your item is produced specifically for you once your order is placed and then, where possible, shipped from the production facility closest to your delivery address.
Depending on product type, stock availability, and operational requirements, items may be produced and shipped from different countries.
Production and shipping timeframes vary by product type and destination and are outlined on our Production & Shipping Times page.
All timeframes shown are estimates based on recent order data and delivery timeframes provided by carriers, and are not guaranteed.
SECTION 2 - PROCESSING (PRODUCTION) TIMES
Once your order is placed, it is sent directly into production with our fulfilment partners.
Estimated production timeframes vary by product and are outlined on our Production & Shipping Times page.
Please note that production times may be extended during peak periods, sales events, public holidays, or periods of high demand, or due to operational factors outside our control.
SECTION 3 - SHIPPING TIMES
After production is complete, your order is shipped to your delivery address using the selected shipping service.
Estimated delivery timeframes vary by destination and are outlined on our Production & Shipping Times page.
These timeframes are estimates only and are not guaranteed. Delays may occur due to factors outside our control, including carrier network delays, customs processing, weather events, peak shipping periods, industrial action, transportation disruptions, address or access issues, or other events beyond our control.
SECTION 4 - ORDER TRACKING
Once your order has shipped, you will receive a shipping confirmation email with tracking details.
Tracking updates may take several business days to appear after dispatch. Please note that it is not uncommon for tracking to remain unchanged for up to 5 business days while the parcel is in transit between carrier facilities.
It is your responsibility to monitor tracking updates and follow any delivery instructions provided by the carrier.
For help understanding tracking updates, you can refer to:
· What Shipping Updates Mean - Part 1: From "In Transit" to "Delivered"
· What Shipping Updates Mean - Part 2: Carrier-Specific Tracking Explained
SECTION 5 - DELIVERY AND RESPONSIBILITY
An order is considered delivered when the carrier marks it as delivered to the address you provided at checkout. We rely on carrier tracking and delivery confirmation, including where available data such as GPS location, delivery scans, photographic evidence, and delivery location records, as evidence of fulfilment.
Once an order is marked as delivered:
• Delivery is considered complete
• We are not responsible for loss or theft after delivery has been confirmed, except where required under applicable consumer law.
• Any assistance provided after delivery is at our discretion and does not imply liability
If your order is marked as delivered but has not been received, you must contact us within 7 days of the recorded delivery date so we can investigate with the carrier while delivery records are still available. Claims raised after this timeframe may not be accepted as carrier investigation data may no longer be accessible.
SECTION 6 - UNDELIVERED ORDERS
If your order has not been delivered within 60 days of being placed, you must contact us within 14 days after the 60-day period has elapsed so we can investigate with the carrier. Claims raised after this timeframe may not be accepted.
For orders reported as lost, delayed, or not received prior to delivery confirmation, resolution is subject to a carrier investigation.
Replacement or refund will only be considered once the carrier has completed an investigation and confirmed the parcel as lost in transit.
Any replacement or refund will be assessed in accordance with our Refund Policy.
SECTION 7 - DELIVERY EXCEPTIONS
Orders that are not delivered due to the following circumstances are not eligible for replacement or refund under this policy:
• Incorrect or incomplete address provided at checkout
• Failure to collect the parcel from a designated collection point
• Missed or failed delivery attempts
• Business addresses where delivery could not be completed during operating hours
• Orders marked as delivered by the carrier
• Orders marked as returned to sender by the carrier
Any replacement or refund will be assessed in accordance with our Refund Policy.
SECTION 8 - SHIPPING FEES, DUTIES AND TAXES
Shipping costs are calculated at checkout.
For international orders:
• Duties, taxes, and import fees may be charged and are determined by your local customs authority
• These charges are not included in the product or shipping price unless stated otherwise. Taxes shown as included at checkout relate to GST, sales tax, or VAT only, and do not include import duties or customs charges
• Any applicable duties, taxes, or import fees that may be charged are your responsibility and are payable to the relevant authority or carrier, not to us
By placing an order, you are the importer of record and assume full responsibility for any applicable duties, taxes, import fees, and compliance requirements imposed by local authorities. These charges are not controlled by us.
SECTION 9 - SPLIT SHIPMENTS
Orders that contain multiple products may be fulfilled by different production facilities depending on product type, availability, and production location. As a result, items within the same order may be shipped separately and will not necessarily arrive together.
This means:
• Items may be shipped separately
• Delivery may occur on different dates
• Each shipment will have its own tracking number
• All tracking details will be provided when each item is shipped
You will not be charged additional shipping for split shipments. This does not affect any additional charges that may apply under Section 8 of this policy.
SECTION 10 - ADDRESS ACCURACY
You are responsible for ensuring the shipping address is complete and accurate at checkout.
Orders cannot be amended once submitted, including changes to the shipping address.
If your order cannot be delivered due to incorrect or incomplete address information, it may be:
• Marked as returned to sender (RTS) within the carrier or fulfilment network and may not be recoverable
• Destroyed or disposed of by the carrier or fulfilment facility
In these circumstances, the order is not eligible for refund or replacement. Any reshipment will be at your expense and additional shipping charges may apply.
We are not responsible for delivery issues resulting from incorrect or incomplete address information provided at checkout where the carrier confirms delivery to the address you provided at checkout.
SECTION 11 - CHANGES AND CANCELLATIONS
As all products are made to order and go into production after purchase, orders cannot be cancelled or amended once submitted.
By placing an order, you confirm that all order details, including the shipping address, are correct and acknowledge that the order is final.
SECTION 12 - RETURNS, REFUNDS AND REPLACEMENTS
This Shipping Policy operates together with our Refund Policy:
https://iloveahangar.com/policies/refund-policy
As all products are made to order, the following applies:
• Returns and refunds are not offered for change of mind or ordering errors
• Replacements are provided for faults, misprints, or incorrect items in accordance with the Refund Policy
SECTION 13 - CONSUMER LAW
This policy does not affect your rights under applicable consumer protection laws. Australian Consumer Law applies to Australian customers where relevant.