Shipping policy


 

Thank you for shopping with tuaomk.shop.

This Shipping Policy explains our order processing, free standard shipping, estimated delivery timeframes, tracking procedures, delivery responsibilities, delayed parcels, lost parcels, and other shipping-related matters.

This policy applies to orders placed directly through tuaomk.shop for delivery to supported addresses within Australia.

1. Free Standard Shipping

We provide free standard shipping on all eligible orders delivered within Australia.

There is:

  • No minimum purchase requirement

  • No standard shipping charge

  • No promotional code required

  • No additional standard shipping fee for orders divided into multiple parcels

Free shipping applies to our standard delivery service only.

Any optional expedited, priority, special-handling, or premium delivery service offered during checkout may involve an additional charge. Any applicable charge will be clearly displayed before the order is submitted.

2. Estimated Delivery Time

The estimated total delivery timeframe for standard shipping is:

15–20 calendar days after successful payment confirmation.

This estimate includes normal order processing and standard transportation time.

The delivery timeframe begins after:

  • Your order has been successfully submitted

  • Payment has been authorised or confirmed

  • Required fraud or security checks have been completed

  • The delivery information has been accepted

Calendar days include weekends and public holidays. However, order processing, carrier scans, and customer support activities may occur only on business days.

Business days are Monday to Friday, excluding Australian public holidays.

3. Delivery Timeframes Are Estimates

The 15–20-calendar-day delivery period is an estimate rather than a guaranteed delivery date.

Most eligible orders are expected to arrive within this period, but delivery may occasionally take longer because of:

  • Carrier network delays

  • Australian public holidays

  • Severe weather

  • Natural disasters

  • Peak shopping periods

  • Remote or regional destinations

  • Transport interruptions

  • Incomplete or incorrect delivery information

  • Security or payment verification

  • Parcel redirection

  • Carrier capacity limitations

  • Events outside our reasonable control

Where we become aware of a material delay, we will take reasonable steps to provide updated information.

Nothing in this policy limits any right or remedy available under the Australian Consumer Law.

4. Order Processing

Orders are reviewed and prepared after payment confirmation.

Normal processing activities may include:

  • Payment verification

  • Fraud and security screening

  • Product allocation

  • Picking and packing

  • Address verification

  • Shipping-label preparation

  • Carrier collection

Order processing is included within the estimated total delivery period of 15–20 calendar days.

Orders placed during weekends, Australian public holidays, or major promotional periods may begin processing on the next available business day.

5. Order Confirmation

After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.

The confirmation may include:

  • Your order number

  • Products ordered

  • Quantities

  • Billing information

  • Delivery information

  • Order total

  • Payment status

Please review the confirmation carefully.

Contact us promptly at info@tuaomk.shop if any information is incorrect.

An automated order confirmation acknowledges that we have received your order. It does not necessarily mean that all payment, security, stock, or delivery checks have been completed.

6. Shipping Confirmation

When your order has been prepared for shipment, you may receive a shipping confirmation email.

The shipping confirmation may include:

  • Your tracking number

  • A tracking link

  • Carrier information

  • Products included in the parcel

  • Dispatch information

Please check your inbox, spam folder, and promotional-email folder if you have not received a shipping notification.

7. Tracking Information

Where tracking is available, it will be sent to the email address used when placing the order.

Tracking information may take several business days to become active after the shipping confirmation is issued.

A delay in the first tracking scan does not necessarily mean that the parcel has not been dispatched. The parcel may be:

  • Waiting for its first carrier scan

  • Moving between carrier facilities

  • Being transferred between delivery partners

  • Undergoing routine sorting

  • Experiencing a temporary tracking-system delay

Please allow reasonable time for tracking information to update.

8. Tracking Statuses

Common tracking statuses may include:

  • Shipping information received

  • Label created

  • Parcel accepted

  • In transit

  • Arrived at sorting facility

  • Out for delivery

  • Available for collection

  • Delivery attempted

  • Delivered

  • Exception or delayed

  • Returned to sender

Tracking updates are generated by the carrier and may not appear in real time.

9. Multiple Parcels

Products from the same order may occasionally be shipped in separate parcels.

This may occur because of:

  • Product availability

  • Different fulfilment locations

  • Parcel size or weight

  • Packaging requirements

  • Carrier restrictions

  • Faster partial fulfilment

Separate parcels may:

  • Have different tracking numbers

  • Be dispatched on different dates

  • Travel through different carrier networks

  • Arrive on different dates

You will not be charged additional standard shipping fees merely because we divide an eligible order into multiple parcels.

Please check all tracking numbers before reporting a product as missing.

10. Supported Delivery Addresses

We ship to supported residential and commercial addresses within Australia.

A complete delivery address should include:

  • Recipient’s full name

  • Street number

  • Street name

  • Unit, suite, or apartment number where applicable

  • Suburb or city

  • State or territory

  • Postcode

  • Country

  • Telephone number where required

Delivery to PO boxes, parcel lockers, collection points, remote locations, or restricted premises may depend on the selected carrier and product.

If a delivery address cannot be serviced, we may contact you to request an alternative address or cancel and refund the affected order.

11. Customer Responsibility for Address Information

Customers are responsible for providing complete and accurate delivery information.

Before submitting an order, please verify:

  • The recipient’s name

  • Street address

  • Unit or apartment number

  • Suburb

  • State or territory

  • Postcode

  • Telephone number

  • Email address

We are not responsible for delays or failed delivery caused solely by incorrect, incomplete, or outdated information provided by the customer.

Contact us immediately at info@tuaomk.shop if you identify an address error.

12. Address Changes

We will make reasonable efforts to update a delivery address when the request is received before fulfilment or dispatch.

Address changes cannot be guaranteed after an order has entered:

  • Processing

  • Picking

  • Packing

  • Fulfilment

  • Carrier collection

  • Transit

After dispatch, the carrier may refuse address changes or charge for redirection.

We will not charge a redirection fee unless that fee is disclosed and accepted where required.

13. Delivery Instructions

Customers may provide reasonable delivery instructions during checkout where this function is available.

Delivery instructions are requests only and cannot be guaranteed.

The carrier may decline instructions that:

  • Are unsafe

  • Are incomplete

  • Conflict with carrier procedures

  • Require unauthorised property access

  • Require the driver to remain at the address

  • Create an unreasonable delivery risk

Do not include confidential information, passwords, payment details, or unnecessary personal information in delivery instructions.

14. Authority to Leave

Where a customer authorises a parcel to be left without a signature, the carrier may leave it in a location considered reasonably safe.

This may include:

  • Near the front entrance

  • In a mailbox

  • Behind a gate

  • At a reception desk

  • In another sheltered area

  • With another person at the premises

Customers should consider parcel security before granting authority to leave.

This section does not remove responsibility where the carrier delivers to the wrong address or fails to follow valid delivery instructions.

15. Signature Requirements

Some orders may require a signature because of:

  • Product value

  • Product type

  • Carrier rules

  • Security considerations

  • Delivery-location requirements

If no authorised person is available, the carrier may:

  • Attempt delivery again

  • Leave a collection notice

  • Transfer the parcel to a collection point

  • Request delivery instructions

  • Return the parcel to its facility

Carrier identification requirements may apply when collecting a parcel.

16. Delivery Attempts

The carrier may attempt delivery one or more times.

After an unsuccessful attempt, the parcel may be:

  • Taken to a local collection point

  • Held at a carrier facility

  • Rescheduled for delivery

  • Returned to the sender after the collection period expires

Customers are responsible for reviewing tracking updates and collecting parcels within the carrier’s stated collection period.

17. Safe Delivery Locations

A safe delivery location is generally an area that:

  • Is protected from weather

  • Is not easily visible from the street

  • Does not create a safety hazard

  • Is accessible to the delivery driver

  • Is located at the correct delivery address

A driver is not required to leave a parcel where they reasonably consider the location unsafe.

18. Remote and Regional Deliveries

Deliveries to remote, rural, regional, island, or limited-access locations may require additional transit time.

Carrier services and tracking frequency may also be more limited in these locations.

Where we know before dispatch that a destination cannot reasonably be served within the standard estimated timeframe, we may contact the customer with updated information.

19. Delivery Delays

If an order has not arrived within 20 calendar days after successful payment confirmation, please:

  1. Review the latest tracking information.

  2. Check for a delivery-attempt or collection notice.

  3. Confirm that the delivery address is correct.

  4. Check with household members, neighbours, reception staff, or building management.

  5. Contact us at info@tuaomk.shop.

When contacting us, please provide:

  • Your full name

  • Your order number

  • Your tracking number

  • Your delivery address

  • A description of the latest tracking status

We will review the available information and contact the carrier or fulfilment provider where appropriate.

20. Materially Delayed Orders

If an order is materially delayed, we may provide an updated estimated delivery date.

Depending on the circumstances and applicable law, an appropriate resolution may include:

  • Continuing delivery with your agreement

  • Carrier investigation

  • Replacement shipment

  • Order cancellation

  • Refund

  • Another reasonable solution

We will not retain payment indefinitely for an order that cannot be supplied.

21. Delivered but Not Received

If tracking shows that a parcel has been delivered but you cannot locate it, please:

  1. Check your mailbox and all entrances.

  2. Check garages, gates, porches, and safe locations.

  3. Ask household members.

  4. Ask neighbours.

  5. Contact reception, concierge, or building management.

  6. Review any carrier delivery photograph.

  7. Check for a collection notice.

  8. Confirm the delivery address shown in your order confirmation.

  9. Contact the carrier using the tracking number.

If the parcel remains missing, contact us at info@tuaomk.shop.

Please provide:

  • Your order number

  • Your tracking number

  • Confirmation of the delivery address

  • Details of the checks completed

  • Any relevant carrier communication

We may ask you to provide a written declaration that the parcel was not received.

22. Lost Parcels

A parcel may be treated as potentially lost where:

  • Tracking has not updated for an unreasonable period

  • The carrier cannot locate the parcel

  • The expected delivery period has passed substantially

  • A carrier investigation confirms the loss

We may need to complete a reasonable carrier investigation before issuing a replacement or refund.

Where a parcel is confirmed lost before valid delivery, we will provide an appropriate remedy, which may include:

  • A replacement shipment

  • A refund

  • Another solution agreed with the customer

23. Incorrect Delivery

If tracking shows delivery to an address different from the address confirmed in your order, contact us promptly.

Please provide:

  • Your order number

  • Your tracking number

  • The correct delivery address

  • Any available delivery photograph

  • Relevant carrier communications

We will investigate the delivery and provide an appropriate solution where the parcel was misdelivered.

24. Damaged Parcels

Please inspect the parcel and products as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, contact us promptly at info@tuaomk.shop and provide:

  • Your order number

  • Photographs of the outer packaging

  • Photographs of the internal packaging

  • Photographs of the shipping label

  • Photographs or videos of the damaged product

  • A description of the damage

Please retain the product and all packaging until we provide further instructions.

Damaged-product claims are handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

25. Missing Products

Products in the same order may arrive separately.

Before reporting a product as missing, please check:

  • All tracking numbers

  • All shipping confirmation emails

  • Whether another parcel remains in transit

  • Whether the packaging was damaged or opened

  • Whether another person accepted the delivery

If all parcels have arrived and a product is still missing, contact us with:

  • Your order number

  • Details of the missing product

  • Photographs of the parcel contents

  • Photographs of the packaging

  • A photograph of the shipping label

26. Incorrect Products

If you receive a product different from the one shown in your confirmed order, contact us promptly.

Please provide:

  • Your order number

  • The product ordered

  • The product received

  • Photographs of the received product

  • Photographs of the packaging

  • A photograph of the shipping label

We will review the matter and provide an appropriate replacement, return arrangement, refund, or other remedy.

27. Refused Deliveries

Refusing a parcel does not automatically cancel an order or create an approved return.

If you no longer want an order, contact us before refusing delivery whenever reasonably possible.

Where a parcel is refused without a valid product or delivery problem, it may be treated as a change-of-mind return under our Return and Refund Policy.

Reasonable return costs may apply where legally permitted.

28. Unclaimed Parcels

If a parcel is not collected within the carrier’s holding period, it may be returned to the sender.

Where an unclaimed parcel is returned, we may contact you to arrange:

  • Redelivery

  • Address correction

  • An eligible refund

  • Another appropriate solution

Reasonable redelivery or return costs may apply where the parcel was unclaimed because of customer action or incorrect customer-supplied information.

No such deduction will apply where prohibited by law or where the problem was caused by us or the carrier.

29. Returned-to-Sender Parcels

A parcel may be returned to the sender because of:

  • An incomplete address

  • An incorrect postcode

  • An unknown recipient

  • Failed delivery attempts

  • Failure to collect the parcel

  • Access restrictions

  • Carrier damage

  • Delivery refusal

We will review the reason for return before arranging redelivery or a refund.

30. Order Cancellations Before Dispatch

To request cancellation, contact us as soon as possible at info@tuaomk.shop.

Please provide:

  • Your full name

  • Your order number

  • The email address used for the purchase

  • A clear cancellation request

Cancellation cannot be guaranteed after processing or fulfilment has begun.

If cancellation is completed before dispatch, an approved refund will generally be issued to the original payment method.

31. Cancellations After Dispatch

An order ordinarily cannot be cancelled while it is in transit.

After delivery, you may request a return in accordance with our Return and Refund Policy.

Nothing in this section limits a cancellation right or remedy available under applicable law.

32. Customs, Duties, and Import Charges

For orders delivered within Australia, any unavoidable customs, duty, or import-related charge that is known and payable by the customer will be disclosed during checkout where required.

Customers will not be required to pay an undisclosed compulsory charge merely to receive an order.

Contact us at info@tuaomk.shop before paying any unexpected request that claims to relate to your order.

33. Shipping Restrictions

We may be unable to ship certain products to particular locations because of:

  • Carrier limitations

  • Product restrictions

  • Safety requirements

  • Legal restrictions

  • Address limitations

  • Parcel size or weight

  • Remote-area access

  • Other logistical constraints

If an order cannot be shipped, we will contact the customer and provide an appropriate refund for the affected product or order.

34. Changes to Shipping Availability

Shipping destinations and carrier services may change because of operational, legal, security, or transportation requirements.

Changes will apply to future orders and will not arbitrarily alter an order already accepted.

35. Free Shipping Promotions

Standard shipping is provided free of charge on all eligible Australian orders under this policy.

Where an additional shipping promotion is advertised, the specific promotion terms will apply.

Free standard shipping does not reduce:

  • Product quality obligations

  • Delivery responsibilities

  • Consumer guarantees

  • Return rights

  • Refund rights

  • Remedies available under applicable law

36. Customer Support

For shipping and delivery enquiries, contact:

Email: info@tuaomk.shop

Our customer support team generally responds within 1–2 business days.

Business days are Monday to Friday, excluding Australian public holidays.

Responses may take longer during major promotional periods, severe weather events, or unusually high enquiry volumes.

37. Australian Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.

Where an order is not supplied within the represented timeframe or within a reasonable additional period, the customer may be entitled to an appropriate resolution depending on the circumstances.

38. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to:

  • Carrier services

  • Delivery destinations

  • Processing procedures

  • Tracking systems

  • Business operations

  • Legal requirements

The updated version will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights arising from an accepted order.

39. Contact Information

For questions about shipping, tracking, delivery delays, missing parcels, damaged parcels, or address changes, contact:

Company: tuaomk.shop
Website: tuaomk.shop
Email: info@tuaomk.shop

When contacting us, please include your full name, order number, tracking number, and the email address used to place the order.