I JUST PLACED AN ORDER, WHEN WILL IT SHIP?
Please allow 1 - 2 business days of processing and production time for your order to ship out. 

Please note that during promotional/sales period our processing time can take 3-5 business days.

HOW LONG IS THE SHIPPING TIME?

  • Average transit times to the United States: 5 - 10 Business days
  • Average transit times to International: 7 - 15 Business days

Please note that locations in remote areas can take longer to arrive so allow up to 30 days for these areas.

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

DISCLAIMER

Ownership of packages turned over to your local carrier transfers to the buyer. We ensure that all our packages are in ample condition before shipped out. We are not responsible for delayed, lost, held, or damaged packages, mis-delivery errors via carrier, failed delivery attempts or incorrect shipping info. Shipping is a service you get from your local carrier along with your order from us, so any shipping issues must be handled by the relevant carrier and the buyer must make contact with their local couriers to resolve any issues.

MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT

We know how important your order is! Ludia Melbourne provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

Please note that we deem that all orders that have been marked as delivered by the courier company as being successfully delivered. An order is considered as successfully delivered if the tracking city/location matches the shipping address provided.

Our tracked insured shipping policy with our shipping company only insures orders from the period after it's been despatched to when it is marked as "delivered".

We will always do our best to assist you, but True Wellington v does not hold responsibility for packages that are lost or stolen after it's been delivered. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

U.S. CUSTOMERS: 

  • USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day.
  • Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. USPS is used to these questions, and will generally provide helpful information.
  • If the package still does not show up, please call USPS to file a claim. 

INTERNATIONAL CUSTOMERS: 

  • Check your door/mailbox for note from your local post office. If you receive a note, it should provide you with the instructions you need to receive your package. 
  • Contact your local post office and your local customs office. Ask who delivered the package, and ask for the details of that day's delivery. Postal services are used to these questions, and will generally provide helpful information.
  • Contact us for additional assistance. Gc2b cannot reimburse OR re-ship orders that were mis-delivered by the post

Additional Procedures for High-Risk Orders

At Ludia Melbourne, we are committed to maintaining the security of all transactions and ensuring that our customers' shopping experience is safe and reliable. To achieve this, we have implemented additional verification procedures for orders that are flagged as high-risk by our security system.
Identification of High-Risk Orders: An order may be flagged as high-risk due to various factors, including but not limited to, unusual order size, rapid order frequency, discrepancies in payment details, or shipping information. Our security system uses advanced algorithms to identify such orders.


Verification Process: When an order is flagged as high-risk, we will undertake a verification process. This may include contacting the customer via email or sms to confirm certain details related to the order. We may request additional information to verify the legitimacy of the transaction.


Shipping Delay: High-risk orders will not be shipped until the verification process is complete. This is to ensure the security of the transaction and to protect both our customers and our business from potential fraud. We appreciate your understanding and cooperation during this process.


Customer Cooperation: Prompt response from customers to verification requests will expedite the processing of the order. Failure to respond to verification requests within a reasonable timeframe may result in the cancellation of the order.

Chargebacks and Disputes: In cases where an order is flagged as high-risk and is pending verification, any chargebacks or disputes filed for non-receipt of goods will be considered invalid. By making a purchase on our website, customers agree to abide by these terms and acknowledge that chargebacks or disputes will be contested if they are filed while we await the necessary verification information from the customer.

Privacy and Security: All information provided during the verification process will be treated with the utmost confidentiality and will only be used for the purpose of verifying the order.

We reserve the right to cancel any order that we cannot verify or that we determine to be fraudulent. This policy is in place to ensure a safe and secure shopping environment for all our customers.

COVID-19 Policy

Please note that we are experiencing transit time delays on top of our regular shipping times due to the coronavirus. The delay times are dependent on the location, these delays are caused from a variety of reasons including your domestic postal system working at limited capacity or having a backlog of incoming orders. 

For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company and cancellations/refunds will not be accepted because of transit delays as it's out of control and we've already paid for the costs of the product and shipping to get your order out to you.

 

WILL I RECEIVE A TRACKING NUMBER?
We provide tracking for every order. Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.

When you receive your tracking number, you can track your order through Track Your Order on our website.

CAN I CANCEL MY ORDER?
Please note that any disputes involving order cancellations will be rejected due to our fast processing times. Once the item is received, the customer can then organise a return and refund by contacting us.

There may be some special instances where we are able to cancel orders however a $20 courier cancellation fee is applied in these situations.

I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, notify us immediately via a request.

MY ITEM ARRIVED DAMAGED 

If this happens to you, please contact at with:
    - Your order number.
    - A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
INTERNATIONAL SHIPPING POLICY 

At Ludia Melbourne, we are committed to providing worldwide shipping to our valued customers. However, it's important to note that when shipping internationally, some countries may impose Tariffs, Customs, or Import Fees/Restrictions on incoming shipments. We want to ensure transparency and clarity regarding this matter, so please read and understand the following information before making a purchase from our website:

1. Tariffs, Customs, and Import Fees/Restrictions:

  • Customers ordering from countries outside the United States may be subject to tariffs, customs duties, taxes, or import restrictions imposed by their respective governments.
  • It is the sole responsibility of the buyer to be aware of and understand their country's laws, regulations, and fees related to purchasing products from overseas.

2. Our Limited Responsibility:

  • Euploria does not assume any responsibility for any seizures, additional costs, delays, or issues related to customs clearance in the buyer's country.
  • After we have shipped your order, any charges, fees, or disputes arising from customs or import-related matters will not be our responsibility.

3. Chargebacks and Disputes:

  • We kindly request that customers refrain from initiating chargebacks or disputes related to customs or import fees, as these are beyond our control.
  • Any chargebacks or disputes related to customs or import issues will be rejected.

4. Agreement to These Terms:

  • By making a purchase from Ludia Melbourne, you acknowledge and agree to the terms outlined in this shipping policy.

Please take the time to review your country's customs and import regulations before completing your purchase. We strive to provide excellent customer service, and we appreciate your understanding and cooperation in this matter.

If you have any questions or concerns regarding our shipping policy, please do not hesitate to contact our customer support team.

Thank you for choosing True Wellington  for your shopping needs!