Shipping policy

Shipping Policy

Order Processing

All orders placed through MOUSTAS are processed as soon as possible after payment has been received.

Order processing times may vary depending on product availability, order volume, public holidays, courier delays, or other circumstances outside our control.

Once your order has been processed and dispatched, you will receive shipping confirmation where applicable.

Shipping Locations

MOUSTAS ships orders within Australia and may ship to selected international locations where available at checkout.

Shipping availability, costs, and delivery options may vary depending on the customer’s location, product size, product weight, and courier availability.

Shipping Costs

Shipping costs are calculated at checkout based on the delivery address, order size, product weight, and available shipping method.

Customers are responsible for all shipping, freight, postage, customs duties, taxes, and associated transportation costs unless otherwise agreed in writing by MOUSTAS. This aligns with the existing MOUSTAS warranty page, which states that shipping, freight, postage, customs duties, taxes, and related transport costs remain the purchaser’s responsibility for warranty-related product movements.

Delivery Timeframes

Estimated delivery timeframes are provided as a guide only and are not guaranteed.

Delivery times may be affected by courier delays, remote delivery locations, stock availability, weather events, public holidays, or circumstances outside the control of MOUSTAS.

MOUSTAS is not responsible for delays once an order has been handed over to the courier or delivery provider.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping details at checkout.

MOUSTAS is not responsible for orders delayed, returned, or lost due to incorrect, incomplete, or outdated delivery information provided by the customer.

Additional charges may apply for redelivery, address correction, or returned parcels.

Lost, Damaged, or Delayed Parcels

If your order is delayed, lost, or arrives damaged, please contact MOUSTAS as soon as possible with your order number and relevant details.

Where a parcel is damaged in transit, customers may be required to provide photos of the packaging, product, shipping label, and damage before a claim can be assessed.

MOUSTAS will work with the courier or delivery provider where appropriate, however delivery investigations and outcomes may depend on the courier’s policies and timeframes.

Authority to Leave

Where authority to leave is selected or applied by the courier, the parcel may be left unattended at the delivery address.

MOUSTAS is not responsible for parcels that are lost, stolen, damaged, or misplaced after being marked as delivered by the courier or delivery provider.

International Shipping

For international orders, customers are responsible for any customs duties, import taxes, tariffs, clearance fees, or other charges applied by the destination country.

MOUSTAS is not responsible for customs delays, import restrictions, refused deliveries, or additional charges imposed by customs authorities.

Warranty and Return Shipping

For warranty-related claims, customers may be required to send the product back to MOUSTAS for inspection before a claim is approved.

The current MOUSTAS Warranty & Liability page states that MOUSTAS may request the return of the product for inspection before approving a warranty claim, and that warranty replacements are supplied on a product-only basis unless otherwise agreed in writing.