Shipping & Delivery Policy
At Steve & Janet Sydney, we aim to process and deliver every order as quickly, safely and accurately as possible. Please read our Shipping & Delivery Policy carefully before placing your order.
1. Order Processing Time
Once your order has been placed and payment has been successfully received, your order will be processed by our team.
Our estimated processing time is:
1–3 business days
Business days do not include weekends or public holidays.
Once your order has been processed and dispatched, you will receive a shipping confirmation email with your tracking information, where available.
2. Estimated Delivery Time
The average estimated delivery time is:
3–7 business days
Delivery times may vary depending on your location, local postal services, courier availability and seasonal demand.
Please note that delivery may take longer during:
- Busy shopping periods
- Public holidays
- Customs processing
- Courier delays
- Unexpected logistical issues
- High order volume periods
While we do our best to ensure timely delivery, shipping times are estimates and cannot always be guaranteed.
3. Shipping Method and Fulfilment
To offer our customers a wider product selection and competitive prices, some orders may be shipped directly from our international fulfilment partners or suppliers.
This means that your order may be fulfilled from a location outside your country, depending on product availability and stock location.
All orders are carefully processed and shipped to the address provided at checkout.
4. Shipping Costs
Shipping costs, if applicable, will be shown clearly at checkout before you complete your purchase.
The final shipping cost may depend on:
- Your delivery location
- The product ordered
- The total order weight
- The selected shipping method
- Current promotions or free shipping offers
If free shipping is available, this will be displayed during checkout.
5. Customs, Duties and Import Fees
Depending on your country or region, customs duties, import taxes or additional fees may apply.
These charges are determined by local customs authorities and are outside the control of Steve & Janet Sydney.
If applicable, the customer is responsible for any customs duties, taxes or import fees required by their local authorities.
6. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please check your details carefully before placing your order.
If you notice an error in your shipping address, please contact us as soon as possible at:
Address changes must be requested within 24 hours after placing the order. Once an order has been processed or shipped, we may no longer be able to change the delivery address.
Steve & Janet Sydney is not responsible for delays, failed deliveries or lost packages caused by incorrect or incomplete address details provided by the customer.
7. Tracking Information
Once your order has been shipped, you will receive tracking information by email, where available.
Please allow some time for the tracking information to update after dispatch. In some cases, tracking updates may take several business days to appear.
If your tracking information has not updated for several days, you can contact us and we will do our best to assist you.
8. Delivered Packages
If the tracking information shows that your package has been successfully delivered, Steve & Janet Sydney is not responsible for loss, theft or damage after delivery.
We recommend checking with:
- Other household members
- Neighbours
- Your local courier or postal service
- Your building reception or delivery point
Please ensure that your delivery address is safe and accessible for the courier.
9. Delayed or Missing Orders
If your order is delayed, please first check your tracking information.
If your order has not arrived within the estimated delivery period, please contact us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- Your shipping address
- A short explanation of the issue
We will review the situation and assist you where possible.
10. Multiple Shipments
In some cases, items from the same order may be shipped separately.
This can happen when products are fulfilled from different stock locations or fulfilment partners.
If this happens, you may receive separate tracking details for each shipment. No additional shipping cost will be charged unless clearly stated at checkout.
11. Order Cancellations Before Shipment
If you wish to cancel your order, please contact us as soon as possible at:
We can only cancel orders that have not yet been processed or shipped.
Once your order has been processed or dispatched, cancellation may no longer be possible. In that case, you may refer to our Return & Refund Policy after receiving your order.
12. Contact Us
For any questions about shipping, delivery or tracking, please contact our customer support team:
Steve & Janet Sydney
Email: info@stevejanetsydney.com