We ship all of our orders with Australia Post offering both standard and express options.
All of our orders are dispatched from our Brunswick warehouse in Melbourne, Victoria
Right now we only ship to Australia
We ship all of our orders with Australia Post. For the most up-to-date please view the Australia Post Website.On the checkout page, a delivery time estimate is provided to your address.
At this time we are solely online based and don't offer pickup.
Sometimes when our supplies or machines start selling like hotcakes, unfortunately, we can completely sell out before our next round of stock reaches our warehouse centre. If this happens, we will put those items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their orders and get their hands on the products they're after.
After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at the time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
Think your order might be lost in transit? Although Australia Post quote us 2-8 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions.
If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!
Need a little longer to pay for your order? We offer Afterpay and ZipPay payment plans for Australian customers.
For when payday is just that bit too far away, we have 2 payment plans available. You can select from either Afterpay or ZipPay, provided you are located in Australia.
*Please note: These are separate companies to us and you will need to create an account with either of them.
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order.
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount?
Never fear, that opportunity hasn’t slipped away! Simply email our lovely tufting team at firstname.lastname@example.org within 24 hours of your purchase and they will be happy to help correct this for you.
Something not quite right with your order? Don’t worry, our tufting team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is email@example.com. This also allows us to keep a paper trail for your issue so we can help you as best we can.
We’re only human, so please be patient as we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
We always strive to be the best so we love hearing your thoughts.
Should you have any feedback for us, please feel free to email us at firstname.lastname@example.org.
Our Aus Tufting Supplies HQ and Warehouse are located in Melbourne, Victoria.
*Please note: Our HQ and Warehouse is not a retail store, and we are unable to offer collection.