Shipping policy
Welcome to Findo. We are dedicated to providing pet parents across Australia with reliable, seamless, and transparent shipping services. This policy outlines everything you need to know about our order handling, international air transit, local delivery partners, and tracking procedures.
1. 100% Free Shipping Guarantee
We believe in straightforward pricing with zero surprises at checkout:
- No Minimum Spend: Every single order placed on Findo qualifies for Free Standard Air Express Delivery.
- Nationwide Coverage: We deliver to all Australian residential and commercial addresses across all States and Territories, including NSW, VIC, QLD, WA, SA, TAS, ACT, and NT.
- PO Boxes & Parcel Lockers: Because our final delivery is handled by Australia Post, we fully support delivery to standard Australian PO Boxes and Australia Post Parcel Lockers.
2. Delivery Methods, Costs & Timelines
To provide cutting-edge tracking hardware at direct-to-consumer prices, Findo devices are tested, calibrated, and dispatched directly from our specialized electronics manufacturing center via priority air routes.
| Shipping Option | Cost (AUD) | Order Handling | Estimated Delivery Time |
|---|---|---|---|
| Standard Air Express (Tracked) | FREE | 1 - 2 Business Days | 5 - 10 Business Days |
| VIP Priority Queue & Transit Cover | $4.95 AUD | Same-Day / Front of Queue | 4 - 8 Business Days |
*Regional Notes: Major metropolitan hubs (Sydney, Melbourne, Brisbane, Adelaide, Perth metro) generally see deliveries within 5–8 business days. Remote Outback communities, outer regional Queensland, and parts of the Northern Territory may require the full 10 business days.
3. Order Processing & Fulfillment Schedule
- Cut-off Time: Orders placed before 2:00 PM AEST (Monday to Friday) are processed and prepared for air cargo dispatch within 24 to 48 hours.
- Weekend Orders: Orders placed on Saturday, Sunday, or public holidays will be processed on the next available business day.
- Quality Inspection: Every Findo tracker undergoes a thorough pre-shipment diagnostic check (GPS receiver, battery cell, casing seal) before being packaged.
4. Two-Stage Tracking Process
Your package travels via a secured air express line before entering the Australian domestic delivery network:
- Stage 1 (Flight & Customs Clearance): Once picked up by our air freight carrier, your order generates an international tracking record. During flight transit and Department of Home Affairs (Customs) clearance, milestone scans are recorded.
- Stage 2 (Final Mile via Australia Post): Upon clearing Australian border inspections, your package is handed directly to Australia Post. At this point, real-time doorstep tracking updates become live on the official Australia Post portal or app.
You will receive an automated dispatch email with your official Australia Post Tracking Number as soon as your shipment is generated.
5. Address Accuracy & Modifications
- Prompt Amendments: Please carefully review your delivery address during checkout. If you notice an error, contact us immediately at support@findo.com.
- Cut-off for Changes: Once an order is assigned an air waybill and enters transit, shipping addresses cannot be modified. Findo is not responsible for misdeliveries resulting from customer address entry errors.
6. Failed Deliveries, Safe Drop & Collection
- Safe Drop / Authority to Leave: Australia Post posties may leave the parcel in a safe, concealed location on your property if you are not home.
- Carding to Local Post Office: If there is no secure drop spot, or if signature verification is requested, the postie will leave a collection notification card. Your parcel will be held at your local Australia Post retail branch for up to 10 business days before being flagged for return.
- Unclaimed Parcels: If a package is returned to sender due to failure to collect within the Australia Post collection window, redelivery charges may apply.
7. Customs Duties & Import Taxes
For Australian retail consumers, purchases under $1,000 AUD fall under the low-value imported goods threshold. There are no additional import duties or hidden customs clearance fees upon delivery. The final price shown at checkout is all-inclusive.
8. Damaged or Lost Shipments
Every shipment is backed by Findo’s transit protection guarantee:
- Damaged on Arrival: If your tracker arrives with transit damage, take photos of the box and device, and notify us at support@getfindo.com within 48 hours of delivery. We will dispatch a replacement unit promptly.
- Transit Delays / Lost Parcels: If your tracking shows no update for more than 7 consecutive business days past the maximum 10-day estimate, contact our support team. We will open an official carrier investigation with Australia Post and ensure you either receive your product or a full refund.
9. Contact Customer Care
Have questions regarding an active delivery? Our support team is here to assist:
- Email: support@getfindo.com
- Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
- Average Response Time: Within 12–24 business hours