Shipping policy

SHIPPING POLICY

Last updated: 25 August 2026

This Shipping Policy applies to orders placed through maaemo.com.au and should be read together with our Terms of Service and Returns Policy.

MAAEMO is operated by The Trustee for Maaemo Trust, ABN 73 257 416 641, trading as MAAEMO.

ORDER PROCESSING

Orders are processed and dispatched from Victoria, Australia.

We aim to prepare and dispatch orders as promptly as possible. During sales, promotional periods, product launches, public holidays or periods of unusually high demand, processing times may be longer than usual.

Once your order has been dispatched, you will receive a shipping confirmation containing tracking information where tracking is available.

SHIPPING COSTS

Available shipping methods and applicable shipping charges will be displayed at checkout before you complete your purchase.

From time to time, MAAEMO may offer free or discounted shipping as part of a promotion. Any minimum spend or other conditions will be communicated with the relevant offer.

DELIVERY PARTNERS

We use a range of delivery partners depending on your order, delivery location, parcel size and available shipping services.

Australian orders may be shipped using carriers including Australia Post and CouriersPlease.

The carrier used for your order may vary depending on the most appropriate available service.

DELIVERY TIMEFRAMES

Delivery timeframes displayed on our website or provided at checkout are estimates only.

Delivery times may vary depending on:

  • your delivery location;

  • the shipping service selected;

  • carrier delays;

  • weekends and public holidays;

  • severe weather or natural events;

  • periods of high parcel volumes; or

  • other circumstances outside our reasonable control.

Once an order has been handed to the delivery carrier, transit times are primarily determined by the carrier.

However, if your parcel is significantly delayed, missing or damaged during transit, please contact us and our team will assist in investigating the delivery.

TRACKING YOUR ORDER

Where tracking is available, your tracking details will be sent to the email address or contact details provided with your order.

Please allow some time after receiving your dispatch notification for tracking information to become active within the carrier's system.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your shipping information carefully before completing checkout.

If you realise that your delivery address is incorrect, contact us at hello@maaemo.com.au as soon as possible.

We will make reasonable efforts to update your delivery details where possible, however we cannot guarantee that changes can be made once an order has entered fulfilment or been dispatched.

If an order is returned to us because an incorrect or incomplete address was supplied, additional shipping charges may apply before the parcel can be resent.

AUTHORITY TO LEAVE AND SAFE DROP

Depending on the carrier and delivery service used, a parcel may be left in a safe location where permitted by the carrier.

Delivery procedures, including safe drop, signature requirements, collection points and redelivery options, are determined by the relevant carrier and may vary by location.

We recommend monitoring your tracking information once your order has been dispatched.

UNATTENDED OR MISSING DELIVERIES

If your tracking indicates that your parcel has been delivered but you cannot locate it, we recommend first checking:

  • around your property and any safe delivery locations;

  • with other members of your household;

  • with neighbours, reception or building management where applicable; and

  • any collection or delivery notifications provided by the carrier.

If the parcel still cannot be located, please contact us at hello@maaemo.com.au so we can assist with an investigation with the delivery provider.

LOST OR DAMAGED PARCELS

If you believe your parcel has been lost or arrives damaged during transit, please contact us as soon as reasonably possible with your order number and any relevant information or photographs.

We will work with the delivery provider to investigate the issue and determine an appropriate resolution.

Nothing in this Shipping Policy limits your rights under the Australian Consumer Law.

RETURNED TO SENDER PARCELS

A parcel may be returned to us where:

  • delivery was attempted but the parcel was not collected;

  • an incorrect or incomplete address was supplied;

  • the recipient could not be located; or

  • the carrier was otherwise unable to complete delivery.

If your parcel is returned to MAAEMO, please contact us to arrange the next steps.

Where the return occurred because of incorrect information supplied by the customer or failure to collect the parcel, reasonable additional shipping charges may apply before the order is resent.

This does not affect your rights where the delivery issue was caused by MAAEMO or where you otherwise have rights under Australian Consumer Law.

INTERNATIONAL SHIPPING

Where international shipping is available, shipping options and charges will be displayed at checkout.

International delivery times may vary considerably depending on destination, carrier services and customs processing.

International orders may also be subject to import duties, taxes, customs fees or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the recipient and are not collected or controlled by MAAEMO.

Customers are responsible for ensuring that products purchased from MAAEMO can legally be imported into their destination country.

CUSTOMS DELAYS

MAAEMO is not able to control customs processing times.

Where an international order is delayed due to customs or border processing, we will provide reasonable assistance where possible, but we cannot guarantee a particular clearance or delivery timeframe.

CHANGES OR CANCELLATIONS BEFORE DISPATCH

If you need to change or cancel your order, please contact us as soon as possible at support@maaemo.com.au

We will make reasonable efforts to assist, however orders can move quickly into fulfilment and we cannot guarantee that an order can be changed or cancelled once processing has begun.

Once a parcel has been dispatched, we are generally unable to change its delivery address or retrieve it from the carrier.

CONSUMER RIGHTS

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy available to you under the Australian Consumer Law or any other applicable law.

CONTACT US

For shipping or delivery enquiries, please contact:

The Trustee for Maaemo Trust
ABN: 73 257 416 641
Trading as MAAEMO
Victoria, Australia

Email: support@maaemo.com.au

 


Website: maaemo.com.au