Shipping policy

 

Thank you for shopping with matacc.shop. This Shipping Policy explains our order processing procedures, free shipping service, estimated delivery timeframes, tracking, delivery requirements, and how we handle delayed, missing, or damaged shipments.

By placing an order through matacc.shop, you agree to the terms set out in this Shipping Policy.

1. Shipping Destinations

matacc.shop ships orders to eligible residential and business addresses throughout Australia.

We may be unable to deliver to certain restricted, remote, or inaccessible locations. If we cannot deliver an order to the address provided, we will contact the customer to arrange an appropriate solution.

2. Free Standard Shipping

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

No minimum purchase amount is required to qualify for free standard shipping.

Free shipping applies to the standard delivery method offered by matacc.shop. If an express, priority, or upgraded delivery option becomes available, any additional charge will be clearly displayed during checkout before payment is completed.

3. Order Processing Time

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Order processing may include:

  • Payment verification

  • Fraud and security checks

  • Product preparation

  • Quality inspection

  • Packaging

  • Transfer to the shipping carrier

Orders placed on weekends or Australian public holidays will generally begin processing on the next business day.

Processing may take longer during major sales, promotional periods, public holidays, or periods of unusually high order volume.

4. Estimated Delivery Time

After an order has been processed and dispatched, the estimated standard delivery timeframe is:

15–20 business days

The estimated order timeline is generally:

  • Processing time: 1–3 business days

  • Delivery time after dispatch: 15–20 business days

Business days do not include Saturdays, Sundays, or Australian public holidays.

Delivery timeframes are estimates and are not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier operations, weather conditions, customs procedures, transport disruptions, and other circumstances outside our reasonable control.

5. Order Confirmation

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

Please review the order confirmation carefully and contact us promptly if any information is incorrect.

If you do not receive an order confirmation email, please check your spam or junk folder before contacting us.

6. Shipping Confirmation

Once an order has been dispatched, we may send a shipping confirmation email containing:

  • The order number

  • The shipping carrier

  • A tracking number

  • A tracking link, where available

  • Details of the products included in the shipment

The shipping confirmation email will be sent to the email address used when placing the order.

7. Tracking Information

Where tracking is available, customers may use the provided tracking number to follow the progress of their shipment.

Tracking information may take approximately 2–5 business days after dispatch to become active or display its first update.

Temporary gaps between tracking updates do not necessarily mean that the parcel has stopped moving or has been lost.

Please contact info@matacc.shop if tracking has not updated for an extended period after the estimated delivery timeframe.

8. Split Shipments

Orders containing multiple products may be shipped in separate parcels because of:

  • Product availability

  • Different fulfilment locations

  • Package size or weight

  • Carrier requirements

  • Operational considerations

Separate parcels may arrive on different dates.

Customers will not be charged additional standard shipping fees when matacc.shop divides an order into multiple shipments.

9. International Fulfilment

Some products may be dispatched through international suppliers, warehouses, or fulfilment centres before being delivered to Australia.

As a result, parcels may pass through international transport networks or customs processing.

International fulfilment does not change our free standard shipping offer or the estimated delivery timeframe stated in this policy, although customs inspections or transport disruptions may occasionally cause delays.

10. Customs Duties and Import Charges

Where applicable, taxes, duties, or other unavoidable charges will be handled in accordance with the information presented during checkout and applicable law.

matacc.shop will not impose undisclosed mandatory shipping charges after an order has been placed.

If a government agency or other authority imposes a charge that was not reasonably known or controlled by matacc.shop, we will assist the customer with available information where appropriate.

11. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information during checkout.

Delivery information should include:

  • Full recipient name

  • Street address

  • Unit or apartment number

  • Suburb or city

  • State or territory

  • Postcode

  • Telephone number

  • Email address

matacc.shop is not responsible for delays or failed deliveries caused by incorrect, incomplete, outdated, or inaccessible delivery information supplied by the customer, except where responsibility cannot legally be excluded.

12. Address Changes

To request a delivery address change, contact:

info@matacc.shop

Please contact us as soon as possible after placing the order.

We will make reasonable efforts to update the address before dispatch. However, we cannot guarantee that an address can be changed after an order has been processed, packed, transferred to a fulfilment provider, or dispatched.

Once a parcel has been dispatched, the carrier may be unable to redirect it.

13. Delivery Attempts

Depending on the carrier and delivery location, the carrier may:

  • Deliver the parcel directly to the recipient

  • Leave the parcel in a reasonably safe location

  • Deliver it to reception or building management

  • Leave a collection notice

  • Transfer it to a local collection point

  • Attempt redelivery

Customers are responsible for monitoring available tracking information and collecting parcels from a nominated collection point within the carrier’s stated collection period.

14. Authority to Leave

Where permitted, a carrier may leave a parcel in a safe location at the delivery address.

If the customer provides authority-to-leave instructions, the carrier may follow those instructions where reasonably possible.

This section does not limit any rights the customer may have where a parcel was mishandled, delivered to the wrong address, or delivered contrary to reasonable instructions.

15. Delivery Delays

Although we aim to deliver orders within the estimated timeframe, delays may occur because of:

  • Severe weather

  • Natural disasters

  • Australian public holidays

  • Carrier congestion

  • Transport disruptions

  • Customs inspections

  • Security checks

  • Remote delivery locations

  • Incorrect address information

  • Seasonal demand

  • Supplier or fulfilment delays

  • Events outside our reasonable control

A temporary delay does not necessarily mean that an order has been lost.

If an order has not arrived within a reasonable period after the estimated delivery timeframe, contact us at info@matacc.shop.

Please include your full name and order number so that we can review the available shipping information.

16. Delivered but Not Received

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

  1. Check the mailbox, entrance, porch, garage, and other possible safe locations.

  2. Ask household members, neighbours, reception staff, or building management.

  3. Check whether a delivery notice was left.

  4. Contact the shipping carrier using the tracking number.

  5. Contact matacc.shop if the parcel remains missing.

We may request additional information to assist with a carrier investigation.

17. Missing or Lost Parcels

A parcel will generally not be treated as lost until the carrier has completed its investigation or the parcel has remained undelivered for a reasonable period.

If a parcel is confirmed as lost before delivery, we will provide an appropriate solution based on the circumstances, which may include:

  • Sending a replacement

  • Issuing a refund

  • Providing another remedy required under applicable law

18. Damaged Parcels

Please inspect your parcel and products promptly after delivery.

If a product or parcel arrives damaged, contact us at info@matacc.shop as soon as reasonably possible.

Please provide:

  • Your full name

  • Your order number

  • A description of the damage

  • Clear photographs of the product

  • Photographs of the outer packaging

  • Photographs of the shipping label

  • Video evidence, where relevant

Please retain the product and packaging until we confirm whether they are required for assessment.

Damaged or defective products will be handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

19. Incorrect or Missing Products

If your parcel contains an incorrect product or an ordered product is missing, contact info@matacc.shop and provide:

  • Your order number

  • Details of the missing or incorrect product

  • Photographs of the products received

  • Photographs of the parcel

  • A photograph of the shipping label

We will investigate the issue and provide an appropriate solution.

20. Refused, Unclaimed, or Returned Parcels

A parcel may be returned to the sender or fulfilment provider if:

  • The address is incorrect or incomplete

  • Delivery is refused

  • The parcel is not collected

  • The recipient cannot be contacted

  • The carrier cannot access the delivery location

  • The maximum number of delivery attempts has been reached

If the return resulted from incorrect information supplied by the customer or failure to collect the parcel, reasonable redelivery or return costs may apply where permitted by law.

If the delivery failure resulted from our error, we will provide an appropriate remedy without charging additional standard shipping fees.

21. Order Cancellations

To request an order cancellation, contact info@matacc.shop as soon as possible.

We will make reasonable efforts to cancel the order. However, cancellation may not be possible once the order has been:

  • Processed

  • Packed

  • Transferred to a fulfilment provider

  • Dispatched

Once an order has been dispatched, customers may need to wait until delivery and then request a return in accordance with our Return and Refund Policy.

22. Shipping Restrictions

We may be unable to ship an order where:

  • The address is outside our supported delivery area

  • The address cannot be verified

  • The carrier does not service the destination

  • The product is subject to legal or carrier restrictions

  • The parcel exceeds applicable carrier limits

  • The order appears fraudulent

  • Delivery would breach applicable law

If we cancel a paid order because it cannot be delivered, the affected amount will be refunded to the original payment method.

23. Australian Consumer Law

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

Where we cannot supply an order within the agreed timeframe or within a reasonable time, customers may be entitled to an appropriate solution under applicable law.

24. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to:

  • Shipping services

  • Carrier arrangements

  • Fulfilment procedures

  • Delivery locations

  • Business operations

  • Applicable legal requirements

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

Changes will not retrospectively remove rights relating to an order that has already been accepted.

25. Contact Us

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

matacc.shop
Email: info@matacc.shop

Please include your order number when contacting us about an existing order.