📦 Shipping

Shipping

🚚 Domestic Shipping

• Standard Shipping:
  • $5 for orders under $50
  • FREE for orders $50 and above
• Express Shipping:
  • Additional $8 on top of order total

Delivery Times:

• Variation: Delivery times depend on the chosen shipping method and the customer’s location.

• Estimates: Check delivery time estimates on our website or visit the Australia Post website. Enter the customer’s city/suburb or postcode to see how long delivery may take.

• Suburbs: Australia is divided into different states and territories, each with its own capital city and set of local rules. The six states are:

  • New South Wales (NSW - Sydney)
  • Victoria (VIC - Melbourne)
  • Queensland (QLD - Brisbane)
  • Western Australia (WA - Perth)
  • South Australia (SA - Adelaide)
  • Tasmania (TAS - Hobart)

  The two territories are the:

  • Australian Capital Territory (ACT - Canberra)
  • Northern Territory (NT - Darwin)

  Understanding these divisions helps with estimating shipping times, as delivery speeds can vary across regions.

• Policy: For physical SIM cards, we do not ship internationally. However, eSIMs are dispatched internationally as they do not require customs clearance.
• Reason: Physical SIM card shipments were frequently stopped by customs and returned, causing delays and inconveniences for our customers. eSIMs avoid these issues entirely.

✏️ Upgrading to Express Shipping

If the customer selected Standard but wants to upgrade to Express, follow these steps:

1. Order under $50
   ➤ Customer pays the $3 difference (Standard $5 → Express $8) via bank transfer
2. Order $50 or above (originally free shipping)
   ➤ Customer pays the full $8 via bank transfer
3. Next Steps:
   • Ask customer to send a screenshot of the transfer
   • Once screenshot is received, proceed with Express dispatch
   • Create a follow-up task or ticket to ensure:
     • Payment has gone through
     • Amount is correct
     • Funds are received in the correct account
   • Follow up with Sharon if needed to confirm payment status

🏠 Wrong Shipping Address Provided

• Before 12pm (AEST):
  • Create a ticket for the dispatch team to ensure the correct address is used.
• After 12pm (AEST):
  • Check in the CSR WhatsApp group with the dispatch person to confirm if it’s still possible to update the address, as some orders may have already been prepared.

Local Pickup

• In-Store Order Placement:
  • Customers can visit the store and place their order via our website on the spot.
  • They should select the “Pickup in Store” option during checkout.
  • Once the transaction is complete, the order will be prepared immediately and ready for handover.
• Pre-Order Online:
  • Customers can place their order online ahead of time and select the “Pickup in Store” option during checkout.
  • We will prepare the order in advance and have it ready for pickup when they arrive at the store.

📦 For Shopify Orders (Automated Process)

1. Dispatch Action:
   • Once the order is ready for pickup, the dispatch person clicks the “Mark as Ready” button in Shopify.
2. Customer Notification:
   • The system will automatically notify the customer that their order is ready for local pickup.

📧 For eBay Orders (Manual Process)

1. Dispatch Action:
   • Once the order is ready for pickup, the dispatch person will notify the CSR team (via the CSR WhatsApp group).
2. CSR Action:
   • The CSR will then contact the customer via eBay Message to inform them that their order is ready for local pickup.

🏢 Pickup Location:

• Address: Shop 4, 198 Harbour Esp, Docklands VIC 3008
• Pickup Hours:
  • Monday to Friday, 10am - 4pm (business days only, excludes public holidays)