Shipping policy

Last updated: 19 December 2024

Our Commitment

At Vittra Publishing, we aim to dispatch your order promptly and deliver it safely to you. This Shipping Policy explains our shipping methods, timeframes, costs, and what to expect when ordering from us.

Business Details:

  • Business Name: Vittra Publishing
  • ABN: 95 935 225 064
  • Email: hello@vittrapublishing.com
  • Address: PO Box 68, Grange, QLD 4051, Australia

Where We Ship

We currently ship only within Australia. International customers can purchase our books through:

  • Amazon (available on various international Amazon sites)
  • Online retailers such as Barnes & Noble, Walmart.com, and Adlibris

Shipping Methods and Timeframes

We use Australia Post as our shipping partner. All orders include tracking.

Available Shipping Options

Standard Post

  • Estimated delivery: 2-8 business days after dispatch
  • Tracking included
  • No signature required (unless selected)

Express Post

  • Estimated delivery: 1-4 business days after dispatch
  • Tracking included
  • No signature required (unless selected)

Signature on Delivery (Optional Add-on)

  • Available for both Standard and Express Post
  • Additional fee applies
  • Requires someone to be present to sign for the parcel
  • Provides additional security and proof of delivery

Delivery Timeframes

Delivery timeframes are estimates only and are calculated from the date of dispatch, not the date of order. Actual delivery times may vary depending on:

  • Your location (metro, regional, or remote areas)
  • Australia Post processing times
  • Public holidays
  • Unforeseen delays or disruptions

Remote and Rural Areas: Deliveries to remote or rural areas may take longer than the standard timeframes indicated above.

Order Processing and Dispatch

Processing Time

We aim to dispatch orders within 3 business days of receiving payment. Business days are weekdays (Monday to Friday), excluding Queensland public holidays.

What this means:

  • Orders placed on a weekday will typically be dispatched within 3 business days
  • Orders placed on weekends or public holidays will be processed on the next business day
  • During busy periods, processing may take the full 3 business days

When Your Order Ships

Once your order has been dispatched and registered with Australia Post, you will receive an email confirmation with your tracking number.

Order Tracking

All orders include tracking. You can track your order by:

Shipping Costs

Shipping costs are calculated at checkout based on:

  • The weight of your order
  • Your delivery location
  • The shipping method selected (Standard or Express)
  • Optional add-ons (Signature on Delivery)

Delivery Address

One Address Per Order

Each order can only be shipped to one delivery address. If you wish to send items to multiple addresses, please place separate orders for each address.

Acceptable Delivery Locations

We can ship to:

  • Residential addresses
  • Business addresses
  • PO Boxes
  • Parcel Lockers

Providing Accurate Information

You are responsible for providing a complete and accurate delivery address. This includes:

  • Correct street number and name
  • Apartment/unit number (if applicable)
  • Suburb, state, and postcode
  • Special delivery instructions (if needed)

Special Instructions: You can add delivery notes at checkout (e.g., "Leave at side door", "Ring doorbell"). We will pass these instructions to Australia Post, but we cannot guarantee they will be followed.

Delivery Methods

Standard Delivery

For most orders, Australia Post will:

  • Deliver to your mailbox if the item fits
  • Leave the parcel in a safe location if no one is home (Safe Drop)
  • Leave a card if the item requires collection

Safe Drop

Safe Drop is Australia Post's practice of leaving parcels in a safe location at your address when you're not home and the parcel doesn't require a signature.

If no one is home and the parcel doesn't fit in your mailbox, Australia Post may leave it in a safe location at your address.

Safe Drop locations may include:

  • Your front porch or doorstep
  • A location you've specified in delivery instructions
  • Behind a gate or in a secure area

If you prefer that parcels are NOT left without a signature, please select Signature on Delivery at checkout.

Signature on Delivery

If you select Signature on Delivery:

  • Someone must be present to sign for the parcel
  • If no one is available, Australia Post will leave a card
  • The parcel can be collected from your local Post Office or redelivered

If You're Not Home

If you're not home when Australia Post attempts delivery:

  • For items that don't require a signature: The parcel may be left in a safe location or your mailbox
  • For signature items or items too large for Safe Drop: Australia Post will leave a card with collection details

Collecting from Post Office

If a card is left, you can:

  • Collect the parcel from your local Post Office (bring ID)
  • Arrange redelivery to your address
  • Redirect to another address

You have 10 business days to collect your parcel from the Post Office before it's returned to us.

Delays and Issues

Delayed Parcels

Most parcels arrive within the estimated timeframe. If your parcel is delayed:

  • Check your tracking information for updates
  • Wait until 10 business days after the expected delivery date
  • If still not received, contact us at hello@vittrapublishing.com

We will investigate with Australia Post and keep you informed.

Lost Parcels

If your parcel appears to be lost:

  • We will work with Australia Post to locate your parcel
  • We may request that you check with neighbours, household members, or building management
  • If the parcel cannot be located, we will arrange a replacement or refund

"Delivered" But Not Received

If tracking shows your parcel was delivered but you haven't received it:

  1. Check with neighbours, household members, or building management
  2. Check around your property for Safe Drop locations (side doors, behind gates, etc.)
  3. Contact us within 10 business days if you still cannot locate the parcel

We will:

  • Work with Australia Post to investigate the delivery
  • Request delivery information and driver records from Australia Post
  • Work with you to resolve the situation

If we determine the parcel was genuinely not delivered, we will arrange a replacement or refund.

Damaged Parcels

If your parcel arrives damaged:

  • Refer to our Refund Policy for detailed information
  • Contact us immediately with photos of the damage and packaging
  • We will arrange a replacement or refund at no cost to you

Undeliverable Parcels

Incorrect Address

If you provide an incorrect or incomplete address and the parcel is returned to us:

  • We will contact you to arrange redelivery
  • You will be responsible for paying reshipping costs
  • Alternatively, we can process a refund minus the original shipping costs

Uncollected Parcels

If you don't collect your parcel from the Post Office within the holding period and it's returned to us:

  • We will contact you to arrange redelivery
  • You will be responsible for paying reshipping costs
  • Alternatively, we can process a refund minus the original shipping costs

Refused Delivery

If you refuse delivery without a valid reason (such as damage or defect):

  • The parcel will be returned to us
  • We may decline to process a refund
  • You will be responsible for all shipping costs incurred

If you refuse delivery due to damage or a defect with the product, please refer to our Refund Policy.

Business Shutdowns and Holidays

We may temporarily pause operations during holiday periods or for business reasons. When we do:

  • A notice will be displayed on our website
  • Sales may be paused during the shutdown period
  • Any orders placed before the shutdown will be dispatched before we close, or you will be notified of the delay

Current Shutdown Information: Please check the banner on our website (vittrapublishing.com) for any current or upcoming shutdown dates.

Digital Products

Digital products (ebooks, activity sheets, printables, etc.) are delivered electronically via email and do not require physical shipping. You will receive:

  • An email with download links
  • Access to download your digital products immediately after purchase

Refer to our Terms of Service and Refund Policy for information about digital products.

Order Changes and Cancellations

Before Dispatch

If you need to change your order (including delivery address) or cancel it:

  • Contact us immediately at hello@vittrapublishing.com
  • We will do our best to accommodate your request if the order hasn't been dispatched
  • Once dispatched, we cannot change the delivery address

After Dispatch

Once your order has been dispatched and is with Australia Post:

Multiple Orders

If you place multiple separate orders:

  • Each order will be processed and shipped separately
  • Each order will incur its own shipping charge
  • We cannot combine orders for shipping after they've been placed

Lost or Damaged in Transit - Our Responsibility

While ownership of products transfers to you upon payment, we remain responsible under Australian Consumer Law for ensuring items reach you in acceptable condition.

For parcels lost or damaged during shipping:

  • We will work with you to resolve the issue
  • We will arrange replacement or refund at no cost to you
  • We will handle any claims with Australia Post

Contact Us About Shipping

If you have questions about shipping or need to report a delivery issue:

Email: hello@vittrapublishing.com
Response Time: We aim to respond to all enquiries within 3 business days

Postal Industry Ombudsman

If you have a complaint about Australia Post's delivery service that we have not been able to resolve with Australia Post on your behalf, you can contact:

Postal Industry Ombudsman

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our practices, shipping methods, or for other operational reasons. We will post the revised policy on our website and update the "Last updated" date.

Note: This policy applies to orders placed through vittrapublishing.com only. Orders placed through third-party retailers (such as Amazon or bookstores) are subject to those retailers' shipping policies.