EMPIRE ROYALS SUPPORT
Cross Border Orders
Cross-Border Orders
A guide to customs checks, duties and documents for orders outside Australia.
Updated 20 September 2026When this policy applies
This page applies to a parcel crossing a national border. Your item may be fulfilled from a location shown by its tracking; our Australian business contact address does not by itself establish the parcel’s dispatch origin. International shipping availability and delivery charges are shown at checkout.
Taxes and duties
A destination can impose import duty, GST/VAT, brokerage or handling charges. Unless checkout expressly states that import charges are prepaid, these charges are not included in our product and shipping prices and may be requested from the recipient by the carrier or authority. Rates and thresholds vary by country and can change; check your local authority for current rules.
Customs information
We provide shipment and product information reasonably needed for clearance. Give a complete name, address and reachable telephone number at checkout. Do not ask us to declare a false value, mark a commercial purchase as a gift or misdescribe the hardware.
Delays and inspections
Customs may inspect a parcel, request identification or place it on hold. Those processes can extend the estimate in our Shipping Policy. The tracking carrier or local customs office may be able to explain a hold; send us the order and tracking numbers so we can help with shipment information.
Restrictions and compatibility
Confirm before purchase that the product and any battery, power adapter, radio feature, software or included content can lawfully enter and be used in your destination. Plug type, voltage, display connector, language and network services can differ by region. The specific product listing is the source for included accessories and supported connections.
Unpaid charges or refused entry
If charges are not paid or a parcel is refused, the carrier may return, abandon or dispose of it under local rules. Contact us before declining a shipment so we can discuss possible options and actual return costs. We will not reduce a refund in a way that removes any statutory remedy you have.
Incorrect or damaged goods
A customs issue does not erase applicable rights when goods are faulty, damaged or not as described. Contact support@empireroyals.com with photos and documents so we can help. We will not ask you to falsify an import declaration for a return.
Need help?
Email support@empireroyals.com or call +61 479 095 200.
66 Windemere Road, Alexandra Hills, Queensland 4161, Australia. Include your order number when contacting us about an order.