Most parcels ship under standard handling. A parcel is treated as oversized when it meets any one of the following thresholds:

• Actual weight over 30 kg
• Combined dimensions (L + W + H) over 150 cm
• Any single side longer than 80 cm

Oversized parcels attract a minimum handling surcharge of $30.00 per parcel, as larger items require special handling and take up disproportionate freight capacity.

Freight is billed on chargeable weight, which is the greater of a parcel's actual (scale) weight and its volumetric weight:

The divisor depends on the lane:

• Domestic Australia: ÷ 4,000
• Australia ⇄ Vietnam (air & sea): ÷ 6,000
• Domestic Vietnam: ÷ 5,000

Goods must be packed to survive multi-leg international transit. We may refuse or re-pack (at cost) items that do not meet these standards:

• Use a sturdy box of at least 3 layers of cardboard.
• Wrap fragile items in 2–3 layers of bubble wrap.
• Declare all batteries and electronics in advance.
• Seal liquids separately so leaks cannot reach other goods.
• Fill all voids so contents cannot shift in transit.
• Seal the box securely with tape on all seams.

The following surcharges may be added to a quote:

• Oversized handling — minimum $30.00 per oversized parcel.
• Valuable goods — items declared over $100.00 per unit attract 10% of declared value, with per-unit minimums (e.g. smartphone $50.00, laptop $110.00, luxury/watch $30.00).
• Door pickup & delivery — origin pickup and destination door delivery are charged per the published rate schedule.
• GST — 10% applies to domestic Australian services; international freight is GST-free.

See the rates & policy summary for the full surcharge tables.

• Provide accurate quotes from our published rate schedule.
• Handle freight documentation and customs clearance on the sender's behalf.
• Transport goods by the booked mode (air or sea) within the stated transit windows.
• Maintain phase-level tracking from receipt to delivery.
• Honour the compensation policy for loss or damage in our custody.
• Notify customers promptly of delays, customs holds or exceptions.

• Pack goods to the packing standard above.
• Declare contents, value, batteries and any restricted items accurately.
• Ensure goods are legal to export and import on the chosen route.
• Provide correct sender and recipient details, including contact numbers.
• Pay freight charges, surcharges and any applicable duties or taxes.
• Raise claims within the stated time limits (see Compensation).

Where goods are lost or damaged in our custody, compensation is handled as follows:

• Insured shipments — compensated up to 100% of the declared value.
• Uninsured shipments — capped at $30.00 per kg or $600.00 per shipment, whichever is lower.
• Claim windows — senders must lodge claims within 24 hours of delivery; business sellers within 36 hours.

• Approved refunds are processed within 5–10 business days.
• Cancellation of an unprocessed order is refundable, less a 5% administration fee plus any third-party pickup minimums already incurred.
• Orders already in transit or cleared through customs cannot be cancelled for a freight refund.

Transit times are indicative and exclude customs delays outside our control:

• Australian regional pickup to our Sydney warehouse: 2–10 days.
• Sydney warehouse to Hanoi (HAN) or Ho Chi Minh City (SGN) by air: ~3 days airport-to-airport.
• Vietnam warehouse to the door: 1–4 days.
• Sea freight follows the published sailing schedule, confirmed at booking.