Shipping policy
ORDER PROCESSING
All orders ship from our warehouse in Melbourne, Australia.
Orders placed Monday–Friday before 12 p.m. Australia Eastern Time will ship on the same business day. Please note we are closed on Australian holidays.
*Please note, due to a higher volume of orders during sale events, processing times may be longer than usual — we appreciate your patience.
Transit Time: Estimated transit times begin when your order is shipped, and do not include weekends or holidays.
Customs & Duties: When international orders reach their destination country, they may be subject to customs clearance procedures that cause delays beyond original delivery estimates. For orders shipped to the USA, duties and import taxes are included in the checkout price — no additional fees will be charged upon delivery. For all other international destinations (including Canada and the UK), additional duties, import taxes or VAT may be charged by the destination country’s customs authority upon delivery and are the responsibility of the customer. 3rd Story is not responsible for the payment of any duties and taxes not included in the original purchase price.
AUSTRALIA SHIPPING
| Standard | 2–6 business days | $11.95 AUD — FREE on orders over $100 AUD |
| Express | 2–4 business days | $14.95 AUD |
NEW ZEALAND SHIPPING
| Express via EMS | 4–8 business days | $18.95 NZD — FREE on orders over $175 NZD |
GLOBAL SHIPPING
| USA Express via EMS | 4–12 business days | $20 USD |
| Canada Express via EMS | 4–12 business days | $35 CAD |
| UK Express via EMS | 4–12 business days | $20 GBP |
PRE-ORDERS
Some items are available as pre-orders, meaning they're paid for before the item is in stock. Estimated dispatch dates are shown on the product page and may change. If you order an in-stock item together with a pre-order item, the whole order ships once the pre-order arrives — email us at info@3rdstory.com.au with your order number if you'd like them shipped separately.
LOST OR DELAYED SHIPMENTS
If your order is taking longer than expected or looks like it may be lost, please get in touch — we’re here to help.
If your tracking shows Delivered but you can’t find your parcel, please check around your property (side doors, porches, mail room) and ask your neighbours, as carriers sometimes leave parcels in a safe spot or mark them delivered shortly before drop-off.
If it still hasn’t arrived, contact our Customer Support team with your order number and we’ll investigate with the carrier and work with you to resolve it.