Shipping Policy
Thank you for shopping at the imoo Official Store Australia.
We are committed to delivering your orders in a timely, efficient, and reliable manner. Please review the following Shipping Policy for information regarding delivery times, shipping fees, and related details.
1. Shipping Areas & Estimated Delivery Time
We currently ship to most locations within Australia.
After dispatch, orders are typically delivered within 2–7 business days.
Please note that delivery times are estimates only and may vary due to weather conditions, carrier delays, remote area delivery schedules, or other factors beyond our control.
2. Shipping Regions & Restrictions
We currently support delivery to most areas within Mainland Australia.
The following addresses or situations may not be supported or may have delivery restrictions:
• P.O. Boxes;
• Parcel Lockers (in certain cases);
• Some remote or offshore areas;
• Products restricted by transportation regulations.
If your address is located in a remote area, additional delivery time may apply.
3. Shipping Fees
We offer standard free shipping on eligible orders.
Additional shipping fees may apply for remote areas, special delivery addresses, or special shipping requests. Any applicable charges will be clearly displayed at checkout.
4. Order Processing Time
Orders are typically processed and dispatched within 1–2 business days after payment confirmation.
Orders placed on weekends or Australian public holidays will be processed on the next business day.
Please note that during peak sales periods (such as Black Friday, Boxing Day, or promotional events), processing times may be extended.
5. Order Tracking
You may track your order directly through our website:
Account > My Orders > Order Details > Tracking Information
Tracking information will be provided once your order has been shipped.
6. Lost or Damaged Packages
If your package is lost, delayed, or arrives visibly damaged, please contact imoo Customer Support within 10 days of delivery.
We will assist you in communicating with the shipping carrier and work to resolve the issue as quickly as possible.
7. Order Changes & Cancellations
If you would like to modify or cancel your order, please contact us as soon as possible at:
Please note:
• Orders may not be modified or cancelled once they have entered processing or shipping stages;
• Address change requests submitted after dispatch cannot be guaranteed.
Any additional risks, delivery failures, or costs arising from such changes may be the responsibility of the customer.
8. Shipping Notes
Before placing your order, please ensure that:
• Your shipping address, phone number, and email address are accurate and complete;
• Orders are shipped only within the country/region where the order is placed;
• If an incorrect address is provided, please contact Customer Support immediately and we will do our best to assist.
If you have any special delivery requests, please contact the imoo Customer Support team in advance.
9. Delivery Delays
Delivery delays may occur under the following circumstances:
1. Deliveries to remote areas may require an additional 1–5 business days;
2. Delays or failed deliveries caused by the recipient, including but not limited to:
o Incorrect or incomplete address information;
o Address changes requested after shipment;
o Invalid contact details;
o Failed delivery attempts, unattended deliveries, or refused packages;
3. Force majeure or external events, including but not limited to:
o Extreme weather conditions;
o Floods, bushfires, storms, or natural disasters;
o Traffic disruptions;
o Government actions or policy changes;
o Postal or logistics service interruptions;
o Wars, public emergencies, or similar events;
4. Delays caused by aviation transport or security inspection restrictions;
5. Packages detained, returned, or destroyed due to transportation regulation violations;
6. Delivery delays during weekends, public holidays, or major promotional periods;
7. Delivery restrictions for addresses located in controlled-access areas, such as schools, office buildings, or gated communities.
10. Package Inspection & Acceptance
Please inspect your package promptly upon delivery.
If the package appears visibly damaged, deformed, or tampered with, we recommend that you:
• Refuse delivery; or
• Contact imoo Customer Support immediately before opening the package.
Once a package has been signed for (including by the recipient, family members, reception staff, or authorised persons), it will be considered accepted in terms of package appearance, quantity, and general condition.
To better protect your rights, we strongly recommend recording a complete unboxing video and checking all items against the packing list.
If any items are missing, incorrect, or damaged, please contact imoo Customer Support within 24 hours of delivery so we can assist you promptly.
11. Contact Us
If you have any questions regarding shipping or delivery, please contact us:
📧 Email: support@imoostore.com
Customer Service Hours:
Monday to Friday
09:00 – 18:00 (Australian Eastern Time – AEST/AEDT)