Christmas Orders

Dear customers,

In accordance with the advice of our shipping courier and current shipping time constraints, our cut-off date for Christmas orders is December the 1st. Whilst our team will still be working hard in the warehouse right up to Christmas eve, this cut-off date is a rough guide to ensure you receive your order in time for the holidays and is in no way a guarantee. Please see some frequently asked questions below to help guide you in regards to your holiday shopping.

Q. Does this mean Ozzie Collectables will be closed from December 1st?
A. No. Our team will be working hard in the warehouse right up until Christmas eve to fulfill your holiday orders. Our Casey Central storefront and Eumemmerring showroom will also be open and operating as normal until Christmas eve.

Q. How long will my order take to process before it ships out?
A. As a general rule, we ask that you allow at least 3-5 full business days for your order to process before shipping out. Please note a business day is considered to be Monday-Friday between the hours of 9am-5pm, and does not include weekends or public holidays. This is also only our average minimum processing time, and can typically be increased during peak periods. We appreciate your patience during this busy time.

Q. How long will my order take to ship once it's dispatched?
A. Once your order is ready to leave our warehouse and you receive your tracking information via email, the shipping time will vary based on your location. Below we've provided a rough guide based on the most up to date information supplied to us by Australia Post. Please note these are only estimates, and are in no way a guarantee.

Within Australia:

VIC - 3-9 business days
ACT - 4-8 business days
NSW - 4-8 business days
NT - 8-12 business days
QLD - 5-8 business days
SA - 6-10 business days
TAS - 7-11 business days
WA - 7-11 business days

In order to keep up to date with the most recent domestic delivery information, we always recommend checking back with Australia Post's guidelines.

International Shipping:

Ozzie Collectables currently ships worldwide, as long as there are currently no shipping restrictions in place via Australia Post's Standard International delivery, which you can check here. Below are some of the most common locations we ship to, and their current estimated shipping times. Please note we're noticing that many of our international parcels can take up to an average of 10-25+ business days as a general rule. The below shipping times are only an average estimate, and are in no way a guarantee.

United States - 9-12 business days
United Kingdom - 10-18 business days
Canada - 10-15 business days
Germany - 10-15 business days
India - 18-25 business days
Italy - 10-15 business days
Mexico - 9-25 business days
New Zealand - 7-14 business days
Spain - 10-15 business days

You can find the full list of average international shipping times listed on Australia Post's website.

Q. I changed my mind. Can I cancel my order?
A. You can cancel your order before it ships out by contacting our support staff. Please note that all inquiries tend to take a minimum of 24-48 hours to receive a response, which can be increased during peak periods such as the holiday season. Occasionally, your order may move to the packing/shipping stage during this time. Please note we are not able to make any changes or provide cancellations for orders once they reach this stage, even if you sent your email in advance. As such, we ask that you please review your order carefully before submitting it, as we may not be able to get to your inquiry in time in case of a change of mind.

Q. My order already shipped, but it won't be here in time for Christmas. Can I have a refund?
A. We are not able to refund orders once they have already shipped out. Once you receive your order, you'll need to return this within our 30 day return policy. Please note that return shipping is often not covered within this policy due to change of mind.

Q. I live locally. Can I just pick my order up in store?
A. Yes, we offer In Store Pick Up. However please note that all orders will still incur our standard minimum processing time of 3-5 business days before they're ready to pick up, which may also be increased during peak periods such as the holiday season. Placing an In Store Pick Up order a few days before Christmas will not guarantee your item's arrival in time for Christmas; we ask that you still allow ample time for our team to process your In Store Pick Up order while also allowing time for any possible delays and understand that any In Store Pick Up orders placed after the cut-off date are not guaranteed to arrive in time for Christmas.

Q. I saw an item on your website. Can I come buy it from the store?
A. We currently run two stores: our small storefront at Casey Central and our showroom on Princes Hwy in Eumemmerring. Unfortunately, we do not currently stock our website's entire inventory at either of these locations. You're more than welcome to visit us at either location during operating hours and browse what we do have on the shelves.

Q. My tracking isn't showing any updates. Should I panic?
A. Keep calm. Tracking information will typically update within about 24-48 hours of receiving your dispatch email from us. If you notice your parcel hasn't moved in a few days, we ask that you remain patient as Australia Post will provide an update just as soon as the parcel receives another scan.

Q. My tracking number included an ETA, but it's passed that date. Now should I panic? 
A. The majority of parcels arrive within about 5-7 business days of this ETA. Any delays past this point can be common around peak periods, and we ask that you remain patient during this time. If your parcel is delayed significantly past the ETA, we strongly recommend opening an investigation with Australia Post via their online form. If you need a hand with this, you are more than welcome to get in touch with our support team, although please understand that any investigations will typically take a minimum of 14 business days to resolve.

Q. My tracking info says my order was delivered, but I didn't receive it. Did Santa steal my parcel?
A. If your tracking information indicates your parcel was delivered, there is a strong likelihood it has been taken to your nearest post office for collection. We recommend contacting your local postal service for more information and allowing at least 24 hours for your tracking to update with collection details.

Q. I'm placing my order after the cut-off date, but choosing express shipping. Will my order be here on time?
A. Ozzie Collectables cannot guarantee the arrival of any orders placed after our cut-off date by Christmas regardless of the shipping method chosen at checkout. We currently offer express shipping as an option to select locations. Please heed all shipping time frame information before placing your order and note that all orders will incur our standard minimum processing time before shipment.

Q. Will Ozzie Collectables be closed over the holidays?
A. Our warehouse will be closed from Christmas eve until the 4th of January. Any orders placed during this time will not be processed until our operations resume in the new year. Any inquiries sent to our support team may not be answered until operations resume. We appreciate your patience during this time as our team take a brief breather for the holidays. 

Q. I'm stressed about my order and feel like yelling at support staff. Is that cool?
A. Not really. Any abusive or aggressive behaviour may result in the closure of your account or in being banned from Ozzie Collectables. We ask that you treat our staff with patience, kindness, and respect as we work with you to fulfill your holiday orders. Take a bubble bath.

Q. What are your packing standards like? Will my Christmas order be sent in mint condition?
A. Ozzie Collectables currently employs a high level of care for our packing standards, including free Pop Protectors with standard sized Funko items, extra thick cardboard, internal newspaper padding, and caution fragile tape on the outside of our boxes. For more information on mint condition and what this entails, we recommend reading our Terms and Conditions.

Q. What if my order arrives damaged?
A. Ozzie advises customers to take photographs of the damaged or inadequate stock immediately after receiving the order, and send it to us via email or our Facebook support messenger. We cater specifically to in-box collectors and as such take quality very seriously. Once our support team have determined the quality of your damaged stock, they can help you lodge a claim with Australia Post or with Funko for a replacement box if necessary. Please note that we do not cover factory imperfections. Please refer to our Terms and Conditions for more information on what constitutes as 'box damage' before placing your order or contacting our team if you're unsure.

Q. My orders contains a pre-order item. Will it be here in time for Christmas?
A. Orders which contain both in-stock and pre-order items will ship only once everything is in stock. At checkout, you will have the option to pay for split shipping if you would prefer we send your in-stock items first. In this case, your order will ship firstly when your in-stock items are available, and your pre-order items will ship at a later today. For all pre-order items, you can find the most recent ETA in the description.

For any questions related to products, shipping, orders, or for our general FAQ, we recommend visiting our Help Centre.

The Ozzie Collectables warehouse will be closed from Christmas eve (24/12) until January the 4th. Any orders placed during this time will not be processed until our operations resume in the new year.

We sincerely appreciate the patience and understanding of all of our customers during the busiest time of the year as we work hard around the clock to spread Christmas cheer and fulfill all your holiday orders. If you need a hand with your order or have a question that wasn't covered here or in our Help Centre, you can get in touch with our Support Staff via email at support@ozziecollectables.com.au, via Facebook, our Contact Us page, or by phone at (03) 8759 5041 during trading hours. Please allow a minimum of 24-48 hours to hear back before following up on your inquiry, and thank you so much for your patience, especially during such a busy time.

From the team at Ozzie, wishing all of our collectors and their families a Merry Christmas, Happy Holidays, and a Safe & Happy New Year!

- Ozzie Collectables