1–2 business days
Time between order placement and hand-off to the shipping carrier.
EMPIRE ROYALS SUPPORT
Shipping Policy
AU EXPRESS: 2–5 BUSINESS DAYS TOTAL◆1–2 BUSINESS DAYS PROCESSING◆TRACKED DELIVERY SUPPORT◆FIVE SHIPPING MARKETS◆NO HIDDEN HANDLING FEE◆
AU EXPRESS: 2–5 BUSINESS DAYS TOTAL◆1–2 BUSINESS DAYS PROCESSING◆TRACKED DELIVERY SUPPORT◆FIVE SHIPPING MARKETS◆NO HIDDEN HANDLING FEE◆
LOGISTICS NETWORK ONLINE
PROCESSING // TRANSIT // DELIVERY
Your gear.
Mission dispatched.
This policy explains where Empire Royals ships, what each service costs, how processing and transit combine into the total delivery estimate, and what happens when a parcel is delayed, damaged or difficult to locate.
POLICY STATUSACTIVELAST UPDATED21 SEPTEMBER 2026
AUSTRALIA EXPRESS TARGET2–5 business days total
1–2 business days processing + 1–3 business days carrier transit.
PROCESSING1–2 business days
ORDER CUT-OFF11:00 PM AEST
STANDARD SHIPPINGFree
01
SHIPPING SNAPSHOT
Every important rule, upfront.
2–5 business days total
Includes normal processing and estimated carrier transit.
Free shipping
Available for supported destinations listed in this policy.
3.99 local currency
AUD, NZD, USD, CAD or GBP according to the destination market.
Dispatch updates
Tracking is emailed when available after carrier hand-off.
AU, NZ, US, CA & UK
Only destinations enabled at checkout can accept an order.
02
DELIVERY MATRIX
Countries, services, costs and timing.
Delivery estimates below are counted in business days. Total estimated delivery equals processing time plus carrier transit time. Weekends and public holidays are not counted unless the carrier confirms otherwise.
DestinationServiceCostProcessingTransit after dispatchTotal estimate
🇦🇺 AustraliaStandardFree1–2 days7–21 days8–23 days
🇦🇺 AustraliaExpressAUD 3.991–2 days1–3 days2–5 days
🇳🇿 New ZealandStandardFree1–2 days7–21 days8–23 days
🇳🇿 New ZealandExpressNZD 3.991–2 days6–12 days7–14 days
🇺🇸 United StatesStandardFree1–2 days6–21 days7–23 days
🇺🇸 United StatesExpressUSD 3.991–2 days3–12 days4–14 days
🇨🇦 CanadaStandardFree1–2 days6–21 days7–23 days
🇨🇦 CanadaExpressCAD 3.991–2 days3–12 days4–14 days
🇬🇧 United KingdomStandardFree1–2 days6–21 days7–23 days
🇬🇧 United KingdomExpressGBP 3.991–2 days3–12 days4–14 days
Consistency requirement: These services, prices, destinations and delivery ranges must match checkout and Google Merchant Center. If you change a shipping rate or delivery estimate, update all three locations before advertising the affected products.
03
PROCESSING PROTOCOL
What happens before dispatch.
◷ Processing time
Orders normally require 1–2 business days for payment review, address checks, picking, packing and carrier hand-off. Processing is separate from carrier transit unless a total delivery estimate is expressly stated.
- Business days are Monday to Friday.
- Australian public holidays are excluded.
- Orders placed after 11:00 PM AEST begin processing the next business day.
- High-volume periods or verification issues may require additional time.
✓ Order verification
We may contact you if an address is incomplete, a payment requires verification or order information appears inconsistent. Processing can pause while we wait for a response.
- Use a deliverable street or postal address.
- Include apartment, unit and access details.
- Confirm the destination country and postcode.
- Use an email address you actively monitor.
04
ORDER JOURNEY
From checkout to controller-in-hand.
ORDER RECEIVED
Confirmation created
Your order confirmation is sent to the email entered at checkout. Review the items, variant and delivery address immediately.
SECURITY CHECK
Payment and address reviewed
Automated or manual checks may be completed to reduce payment fraud and prevent avoidable delivery errors.
LOADOUT
Product picked and packed
The order is prepared for carrier collection. Multiple products may be packed separately when necessary.
DISPATCH
Carrier hand-off
Processing ends when the parcel is handed to the carrier. Tracking may require additional time before the first scan appears.
IN TRANSIT
Parcel moves through the network
The carrier controls scanning, sorting, border processing and final-mile delivery after hand-off.
DELIVERED
Mission complete
Check the parcel and product promptly. Keep packaging if anything is damaged, incorrect or incomplete.
05
TRACKING SYSTEM
Reading the latest carrier signal.
Tracking created
A shipping label may be created before carrier collection. “Label created” does not necessarily mean the parcel is already moving.
First scan pending
Allow reasonable time after dispatch for the carrier’s first physical scan and tracking activation.
Split shipments
One order can arrive in separate parcels. Each parcel may have its own tracking number and delivery date.
Human support
If tracking is missing, stalled or confusing, send the order number and checkout email to support.
ORDER STATUS SUPPORTNeed us to check the available carrier information?
Open Track Your Order →
We do not promise an instant live-carrier app. Our support team can review the information available for your order and reply by email.
06
ADDRESS CHANGES & CANCELLATIONS
Speed matters before fulfilment begins.
Address correction
Contact us immediately with the order number, checkout email and complete corrected address. We will try to help, but a change is not guaranteed after processing, label creation or dispatch begins.
Customers are responsible for entering a complete and accurate address. If a parcel is returned because of an incomplete, incorrect or undeliverable address, additional shipping costs may apply before reshipment where lawful.
Cancellation request
Cancellation is not guaranteed after an order enters processing. Once dispatched, an order cannot be recalled as a normal cancellation and must follow the applicable return procedure after delivery.
Read the Cancellation Policy and Returns & Refunds Policy before sending anything back.
07
DELIVERY EXCEPTIONS
Delayed, lost, damaged or marked delivered.
◷
Delayed beyond estimate
Check tracking and allow for weekends, public holidays, customs and disruption notices. If the maximum estimate has passed without a meaningful update, contact us so we can review the shipment.
⌖
Marked delivered, not found
Check safe places, building reception, household members, neighbours where appropriate and carrier delivery evidence. Contact us promptly if the parcel remains missing.
⚠
Parcel arrives damaged
Keep the product, shipping carton, retail packaging and label. Photograph all sides of the parcel, the label, internal protection and affected product, then contact support.
∅
Potentially lost parcel
A parcel is not automatically considered lost merely because a scan is delayed. We may need to request a carrier investigation before the appropriate remedy is confirmed.
08
CROSS-BORDER DELIVERY
Customs, duties and destination rules.
International parcels may be inspected or delayed by customs and border authorities. Unless checkout expressly states otherwise, destination-country import duties, taxes, brokerage or customs charges may be payable by the recipient and are not included in the product price or shipping charge.
- ✓Customs processing is outside the direct control of Empire Royals.
- ✓The recipient must provide accurate information requested by local authorities or the carrier.
- ✓Refusal to pay a lawful destination charge can cause return, abandonment or disposal.
- ✓Delivery estimates do not include extraordinary customs holds.
- ✓We do not declare false product values or descriptions.
- ✓Only countries available during checkout are supported.
Read the complete Cross-Border Orders Policy before ordering internationally.
09
REAL DELIVERY SCENARIOS
Seven questions customers actually face.
01I chose Australia Express on Friday night. Is Monday automatically delivery day one?
No. Processing and transit use business days. An order placed after the 11:00 PM AEST cut-off begins processing on the next business day. Weekends and public holidays do not count unless the carrier specifically operates and records them as business days.
02My tracking only says “label created.” Has my parcel actually shipped?
A label can be generated before carrier collection or the first physical scan. Allow reasonable time for tracking activation. If the status does not progress after the dispatch notice, contact us with your order number and checkout email.
03I ordered two products, but only one arrived. Is the other missing?
Not necessarily. Items can ship separately because of product location, packaging or carrier requirements. Check your dispatch emails for additional tracking numbers. If no second parcel is shown, contact support.
04Tracking says delivered, but nothing is at my door. What should I do first?
Check safe-drop locations, mailbox areas, reception, household members and neighbours where appropriate. Review carrier delivery evidence, then contact support promptly if the parcel remains missing.
05I typed the wrong apartment number. Can Empire Royals redirect the parcel?
Contact us immediately. We will try to update the address before fulfilment, but cannot guarantee a change after processing or dispatch. The carrier may refuse redirection for security reasons.
06Australia Express reached day five without delivery. Do I automatically receive a refund?
The 2–5 business-day figure is an estimate rather than an automatic money-back guarantee. Contact us so tracking and carrier information can be reviewed. Your legal rights remain available where applicable.
07Customs asked me to pay an import charge. Was this part of the 3.99 shipping fee?
No, unless checkout expressly stated otherwise. The express shipping price covers the listed shipping service. Government duties, import taxes, customs assessment and brokerage may be separate destination-country charges.
DELIVERY SUPPORT ONLINE
Need help locating an order?
Send your order number, checkout email and the latest tracking status. For damage, also attach clear photographs of the parcel, label, packaging and product.
PHONE+61 479 095 200
BUSINESS ADDRESS66 Windemere Road, Alexandra Hills QLD 4161, Australia