Shipping Policy

All parcels are shipped from Sydney, Australia within 24 hours of receiving the order, excluding weekends and public holidays. Orders placed before 7pm will be packed on the same day to be picked up the following day. Orders placed on Friday won't be shipped until the next business day.

Order processing times may vary during holidays/promotion periods and may be subject to delays.

DELIVERY PARTNERS

We use AusPost Express to ensure your products get to you safely and securely. Express parcels usually arrive within 1-3 days and Standard delivery parcels usually arrive between 1-8 days depending on your location.

Once your order has been dispatched, you’ll receive a confirmation email with a tracking number - please allow up to 12 hours for tracking to show as there might be a delay from when it first scans to when it’s onboard for delivery.

Please ensure you have put the correct delivery details & address as we cannot amend once it has been picked up by one of our delivery partners.

SHIPPING FEES

Final Order Value	Standard 1-8 business days	Express 1-3 business days
Less than $60	Calculated at checkout	Calculated by weight
Over $60*	FREE	Calculated by weight
Over $120*	FREE*	FREE*

Final Order Value is calculated after promotional codes are applied
*Only applies to NSW, VIC, SA, QLD & ACT. Free standard shipping to WA, NT & TAS for orders over $70.

DELIVERY PROCESS

We offer Authority to Leave and Signature Required on all our shipping options. By default, most parcels will be selected with Authority to Leave unless requested otherwise during the checkout process.

The Portal will not be liable for any lost or stolen packages if "Authority to Leave" has been selected and it has been marked as delivered by our delivery partner.

AusPost

If you are unavailable to sign for your package or authority to leave is not possible, you will get a calling card and the parcel will be directed to your nearest post office for collection.

DELIVERY ISSUES

We understand you're excited for your package and want them ASAP - and we are too! Unfortunately delivery issues can happen from time to time. We work hard alongside with our delivery partners to ensure that this doesn't happen.

Generally we are able to assist on your behalf to talk to AusPost on what is happening with your package but it is also a good idea to try and contact them first to see what's going on.

MARKED AS DELIVERED BUT CAN'T FIND IT

If you received an email to inform you that your order has been delivered but you can't find it anywhere - there may be a delay with some couriers and it can possibly be delivered to you within 1-3 days. However you can do the following:

Please raise a request with the courier immediately. If you enter your tracking details into the courier's page there should be a link to raise a request.
We can raise this request on your behalf but it is best for you to do it yourself as it may cause delays if we do so
Send us an email to let us know as well! We would want to know as well and keep an eye on what's going on

INCORRECT ADDRESS - RETURN TO SENDER

If your package is returned to The Portal due to being unclaimed, having an incorrect shipping address due to customer error or property is not accessible, there will be a $20 AUD fee charged to you. This fee is what is charged by our couriers for return to sender packages.

If you wish to re-deliver the package to you, you will need to pay the additional cost of re-delivery on top of the $20 AUD fee.

If you wish to receive a refund for the order instead, the return to sender fee charged to The Portal will be deducted from your total order and the remainder will be refunded.

DAMAGED ITEM(S)

We take the utmost care to ensure that your items are not damaged in transit but if in an unforeseeable circumstance your package is damaged, please email us and include photos/videos of the damage as soon as you receive your order.

Refunds are only given for faulty goods within 14 days after delivery.

Our policy lasts 14 days. If 14 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange on damaged goods.

Please see our Refund Policy for full details.