All Australian orders will ship with Australia Post.

All standard US shipping will be processed with Australia Post while in Australia. Once your item has cleared customs and arrives in the US, it will be handled by USPS. You will then be able to track it with USPS using the tracking number provided.

We also offer an Express Post option with DHL Express. This premium service is highly recommended as DHL manage the delivery from end to end, including all customs clearance requirements. DHL also have their own aircraft, which allows them to deliver extremely quickly. 

All standard UK & EU shipping will be processed with Australia Post while in Australia. Once your item has cleared customs and arrives in your country, it will be handled by your local postal network. You will then be able to track it locally. For example; if you are living in the UK, once the goods have left Australia, you will be able to track your item using Royal Mail, Or if you are France track using La Poste

We also offer an express post option with DHL Express. This premium service is highly recommended as DHL manage the delivery from end to end, including all customs clearance requirements. DHL also have their own aircraft, which allows them to deliver good between Australia and the EU within 4 – 7 days. 

Standard domestic shipping within Australia post usually takes between 5 -10 day for delivery and 2-4 days with their express option.

Standard international shipping to the USA usually takes between 10-20 days and DHL Express 3-6 days 

Standard international shipping to the EU usually takes between 15-25 days or 4 – 7 days with DHL Express

If you need to update any details for a current order urgently, please contact us ASAP at service@projectclaude.com. We will try our best to help if the order has not been shipped. However, we cannot guarantee changes can be made in time prior to shipping. We are not responsible for any orders placed with incorrect products or incomplete shipping details.

Usually, orders are picked and packed within 24hrs of purchase; If an order is made on or after Friday 12 pm AST EST, it will be dispatched the following Monday. 

Tracking information will be provided by email and SMS as soon as your parcel is received by Australia post. You will also be able to find tracking information in your order information on the My Account page of our shop.  If you can not find your tracking information email our service team atservice@projectclaude.comand they can provide it for you.

If you have a problem with tracking an item or there is an issue with delivery, please contact Australia Post immediately and quote your tracking information. Once your parcel enters the Australia post network, we are unable to intervene with the delivery process. Australia post will be best equipped to support you in resolving the issue. 

If Australia Post has lost your item or are unable to resolve your issue and the item is never received, please make contact with our service team and provide any correspondence from Australia post.

ARTICLE PROPERTIES

Occasionally if your local postal provider is unable to deliver your parcel due to incomplete address or contact details, or if duties owed are not paid within a set time, they will return the goods to us.

 If you find out that your parcel has been returned to Project Claude, please let us know immediately. Once we receive the goods, we can resend them to you or provide you with a refund. 

We are unable to provide refunds for lost or missing goods. If goods are lost while in transit, then there are a number of recovery processes that need to be actioned before insurance or compensation can be claimed, starting with the customer making a claim to the courier company responsible for delivery 

We will replace/resend goods at our discretion if you don’t receive them after 90day of purchase and where there is proof from the courier company that the item was not delivered.

Taxes and duties may be imposed if the total value of the imported goods exceeds your countries import tax-free threshold (ie VAT). The payment of taxes and duties is the responsibility of the receiver. We advise you to contact your local customs office for more information.

All our items currently ship from either Sydney or Melbourne, Australia 

If you have checked your tracking and your item appears to be held up in Australia, or it has been a while since it was scanned, Chances are customs have held it up for screening. This rarely happens, though due to COVID, we have seen an increase in delays due to stricter customs security. This will usually resolve itself and will add an extra 5-10 business days on the delivery time. 

If you have a problem with tracking an item or there is an issue with delivery first check where your item is located using the tracking number provided. If it has been over 25 days and your item is still in Australia, please contact us 

If the item in the USA, then you will need to contact either USPS or DHL immediately and quote your tracking information. Once your parcel enters the US post network, we are unable to intervene with the delivery process, and your local USPS or DHL will be best equipped to support you in resolving the issue. 

If the courier has lost your item or delivered it to the wrong address and are unable to resolve your issue, please make contact with our service team at service@projectclaude.com. When emailing please provide our agents with any correspondence from the courier about the problem, so we can best assess the situation. 

Covid Shipping Updates

SHIPPING UPDATES

To help assist and keep all our customers up to date on how COVID-19 may effect the shipping of your order, we have compiled the following table with the latest information provided to us by our courier partners. There are still delivery delays to all international destinations because of the impacts of COVID-19, due to less airline capacity and much stricter custom and border screening.

Shipping related issues: Last Updated May 2022

Australian Domestic Deliveries may be delayed by up to 3 days as advised by Australia Post

International Standard Shipping orders may be delayed by up to 15 days in addition to standard shipping times as advised by Australia Post

International Express Shipping orders may be delayed between 1-7 days in addition to standard shipping times as advised by DHL Express

Destination

Delivery Status

Known Service Disruptions & Delays

Standard Delivery

Express Delivery

Oceania

Australia

Delivering

Delays up to 3 days

No known service disruptions

New Zealand

Delivering

Delays up to 15 days

No known service disruptions

North America

United States

Delivering

Delivery timeframe 7-10 days

Delivery timeframe 4 days

Canada

Delivering

Delays up to 15 days

Delays up to 1 da

Mexico

Delivering

Delays up to 15 days

Delays from 1-2 days

Europe

United Kingdom

Delivering

Delays up to 15 days

Delays up to 1 day

EU Region

Delivering

Delays up to 15 days

Delays from 1-2 days

Asia

China

Delivering

Delays up to 15 days

Delays up to 3 days

Hong Kong

Delivering

Delays up to 15 days

Delays up to 1 Day

Singapore

Delivering

Delays up to 15 days

Delays up to 1 Day

Japan

Delivering

Delays up to 15 days

Delays up to 2 days

AUSTRALIA  POST COVID UPDATE 

Australia Post has updated its Estimated Delivery Times based on delivery performance over the past four weeks. Note that these are estimates only and are subject to change.  It is important to note that time in customs is not included in the delivery time estimate and is outside of Australia Post’s control

For more country-specific information regarding delays with Australia Post can be found here:

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

DHL EXPRESS COVID UPDATE 

DHL Express’ intercontinental network, including the global hubs in Cincinnati (Americas), Leipzig (Europe) and Hong Kong (Asia Pacific) are still in full operation. They continue to operate globally , while adhering to the various country- and government-specific health measures.

For more country-specific information regarding delays with DHL Express can be found here:

https://www.simplydhl.com/covid-19updates