Shipping policy
Shipping Policy
This policy explains how HOUND ARCHIVES orders are shipped, what shipping costs, and what to do if something goes wrong. If anything here is unclear, open a ticket in our Discord at discord.gg/hound or email support@houndarchives.com.
Where your order ships from
Orders are packed and shipped by our fulfilment partner from their warehouse in China, not from Sydney. Every order ships with tracking.
When your order ships
- We send orders to our warehouse once a day (Sydney time). Outside of release weeks, most orders are dispatched within a few business days.
- During and after a release, dispatch can take one to two weeks. We post updates in our Discord when that happens.
- Pre-order and "coming soon" items ship on or after the date shown on the product page. If that date changes, we will let you know.
- You will receive a tracking link by email once your order has been dispatched.
Shipping rates
Rates are in US dollars and are based on your order subtotal before shipping. At checkout they are shown in your local currency. The rate shown at checkout is the rate you pay.
| Destination | Order total | Shipping |
|---|---|---|
| Australia | Any amount | Free |
| United States and Canada | Under $140 | $10 |
| $140 to $199.99 | $15 | |
| $200 and over | Free | |
| United Kingdom and New Zealand | Under $80 | $10 |
| $80 to $139.99 | $12 | |
| $140 to $249.99 | $20 | |
| $250 and over | Free | |
| Asia (China, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, the Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam) | Under $80 | $10 |
| $80 to $249.99 | $12 | |
| $250 and over | Free | |
| Europe and the rest of the world | Under $80 | $10 |
| $80 to $139.99 | $16 | |
| $140 to $249.99 | $25 | |
| $250 and over | Free | |
| Iceland and Norway | Any amount | $30 |
If we cannot ship to your country, checkout will not offer a shipping option.
How long delivery takes
- Australia: across our last few thousand deliveries, most orders arrived within 10 to 15 days of being placed, and nearly all within 17 days.
- Everywhere else: delivery times vary by country, so we do not publish an estimate. Your tracking link shows progress once your order is dispatched. Remote areas, customs checks and public holidays can add time.
Delivery times are estimates, not guarantees. If your order is for a specific date or event, please order early.
Customs, duties and taxes
For orders shipped outside Australia, your country may charge import duties, taxes or customs fees when the parcel arrives. These are set by your country's customs authority, are not included in our prices or shipping, and are paid by the person receiving the order. If a parcel is refused because of these charges, the original shipping cost cannot be refunded. If the parcel comes back to our warehouse, we will refund the items once it arrives, less any return charges the carrier bills us.
Your address
- Please check your address carefully at checkout. Include your unit or apartment number, your actual suburb or city (for example "Surry Hills", not just "Sydney"), your postcode and a phone number the carrier can reach.
- Parcel lockers are fine for Australian orders. For orders outside Australia, please use a street address.
- If you need to change your address, contact us as soon as possible. Orders go to our warehouse once a day (Sydney time), and once an order is in the warehouse queue we may not be able to change where it goes.
- If a parcel is returned to us because the address was incorrect or it was not collected, we can send it again once the new shipping cost is paid.
Lost, delayed or damaged parcels
- If your tracking has not updated for 10 business days, or it says delivered and you cannot find your parcel, open a ticket in our Discord or email us. Please check with neighbours and your building's mail room first.
- We will work with the carrier to find it. If it cannot be found within a reasonable time, we will send a replacement or give you a refund. You do not have to wait for the carrier to formally declare it lost.
- If your order arrives damaged or incorrect, see our Refund Policy.
Your rights
Nothing in this policy limits any rights you have under the Australian Consumer Law or other consumer laws that apply to you.
HOUND ARCHIVES PTY LTD · Sydney, Australia