Shipping & Payment FAQs

• Domestic Shipping - Australia
• International Shipping - Worldwide
• Ordering
• Payment Methods
• Refunds & Exchanges
• Updating Account Information

Domestic Shipping - Australia

Our shopping cart facility provides a shipping calculator that determines the shipping cost for your items before you checkout so you can see how much the shipping fees are.

We offer 2 shipping options for Australian customers:

• Standard (Regular Post: 2 - 4 business days to arrive)
• Express (Express Post: 1 business day to arrive)

Estimated delivery days do not include weekends or transaction days. Example: if you paid via direct deposit or sent us a cheque, we have to wait for the funds to clear (arrive in our account) before we can ship your package. Also, please be aware that estimated delivery days do not take into account busy periods such as national or international holidays such as Christmas, New Years Eve, etc.

Please double check that the address you provide for orders is correct. We cannot be held responsible for parcels that are delivered to the wrong address if the order clearly shows the wrong address was typed in by the customer.

If you would like us to send your items by registered post (package tracking service), please email us to let us know before you make payment so we can send you a new invoice with the added registered post shipping.

CODs (Cash On Delivery) and pick-up options are not available as we are an online store retailer.

International Shipping - Worldwide

Our shopping cart facility provides a shipping calculator that determines the shipping cost for your items before you checkout so you can see how much the shipping fees are.

We offer 3 shipping options for International customers:

• Australia Post Air Mail (10 business days to arrive)
• Express Post International (6 business days to arrive + it includes tracking service)
• Australia Post Sea Mail* (2 months to arrive)

Estimated delivery days exclude weekends and customs clearance delays. Example: if your customs holds the package, we cannot foresee or be held responsible for the delay. Also, please be aware that estimated delivery days do not take into account busy periods such as national or international holidays such as Christmas, New Years Eve, etc.

Please double check that the address you provide for orders is correct. We cannot be held responsible for parcels that are delivered to the wrong address if the order clearly shows the address was typed in by the customer.

Tracking is available for most Express Post International parcels (depending on destination), however, insurance isn’t included. If you would like the package to be insured, please let us know by email before you make payment.

*Sea mail is available to selected countries only and the option will show if the country of delivery accepts that method.

If you’re providing us with a PO Box (or Army Post Office/Fleet Post Office) delivery address, please also give us an additional street address in case the postal services we use do not deliver to PO boxes in your country.

Ordering

To order, you may create an account with us or check out directly without creating an account with us. However, having an account with us will provide repeat customers with an order history, the ability to create a wishlist as well as having saved addresses to make ordering easier. Creating an account will also give you the option to subscribe to our newsletter at any time.

Payment Methods

Credit Cards
Our shopping facility accepts credit card payments via Paypal. You don’t have to sign up to Paypal to make a credit card payment. Your financial information with Paypal is never shared with us or any third parties.

International Customers

• We only accept payments via Paypal for all international orders.

Australian Customers
Customers in Australia have the following payment options:

• Credit Card You can make payments with your credit card or debit card via Paypal. You don’t have to sign up to Paypal to make a credit card or debit card payment.


• Direct Deposit (bank transfers) Please note that bank transfers usually take at least 1-2 business days to process. Please put your full name in the reference or receipt field when making a transfer so we can identify your payment. Once you place an order and select the "Direct Deposit" payment option, our bank details will be available on the order page for you to make a transfer.


• Cheque or Money Order Australian customers can also pay with cheque (check) or money order. However, orders will not be shipped until the cheque has cleared or after money order has been received. If you’re sending us payment by cheque or money order, please register or track the envelope so you can be sure it will reach us. MySylvanians.com and its employees cannot be held responsible for any mail lost during delivery if it does not reach us. Once we receive the money order, you will receive an email or call from us and your package will be on its way.
  As for cheques, after depositing, banks will take a further 3 business days to process before they will clear the funds. Please be patient during this process. Once the funds are cleared, you will receive an email or call from us and your package will be on its way.

Refunds & Exchanges

You can choose between a refund, exchange or credit where products:

• Have a basic, serious fault that was not known by you at the time of purchase. Example: if the product is already damaged before reaching you
• Have been wrongly described or sent.

We do not normally give refunds or exchange if you:

• Simply change your mind.
• Make a wrong decision.
• Use the goods past 30 days.
• Already knew of a particular fault described by us before the purchase.

We do not provide a refund if:

• No proof of purchase is shown.
• Products are damaged by not following the instructions, or by misusing the product.

Refund Options:

• We can issue you a refund in the same payment form you used to purchase the goods, however we do not provide refunds on postage costs.
• You can exchange for a new product of equal value.
• We can issue you a credit note to use on future purchases.

Refund or Exchange Process:

• Email us the details of the fault and product in question. Let us know how you used the product.
• Provide us with the order number or your account number (if you have a customer account with us).
• Send us back the damaged product. When you are returning the product, please track or insure the parcel so you can be sure we will receive it (please notify us before you send).
• A refund will be issued back to you in the same payment form which you used to make the original purchase (minus postage costs). However, if an exchange is requested, a new identical product of equal value will be sent free of charge to the address you provided on the original order.

Updating Account Information

To update your account information (such as name, address, email, telephone numbers, password or any other details), please log into your account with the email address you nominated when signing up.
Under the “My Account” column, select the relevant underlined area you wish to view or change. Please do not forget your password as it has been encrypted in our database and we cannot retrieve it for you. However, should you forget your password, you can request a new one which will be activated in the same way as your account.