Order and Delivery Information

Section 1 – Order Process

After placing your order with Zimasya, you will:

• Receive an order confirmation email containing your order details.
• Receive updates about your order status and estimated delivery dates.
• Receive tracking information once your order has been dispatched, where applicable.
• Be able to request a tax invoice after your order has been confirmed.

Once your order has been dispatched, you may also track your order through our Order Tracking page by entering your tracking number.

Section 2 – Secure Payments

All online payments are processed securely through trusted payment providers.

Section 3 – Premium Custom Products (International Shipping)

Premium custom products may require bespoke manufacturing and international shipping before final delivery within Australia.

Our premium custom product orders generally follow the fulfilment process below:

• Order Processing: 5–20 business days. This period covers custom product manufacturing, preparation and packaging.
• Sea Freight Transit: 15–25 business days. This period includes export customs clearance and ocean transit to Australian ports.
• Australian Customs Clearance: Customs clearance and transfer to our local warehouse usually take 4–7 business days.
• Domestic Delivery: Delivery within Australia generally takes 2–10 business days, depending on the delivery address, carrier availability and local access conditions.

Total delivery time may vary depending on production schedules, customs processing, port conditions, carrier availability and the final destination.

Section 4 – Delivery Details

Our standard delivery service is kerbside delivery only. Unless another service has been arranged in advance, items will be delivered to building entrance or first floor ground position only.

Standard delivery does not include delivery inside the premises, carrying items up stairs, moving items through lifts or internal areas, unpacking, assembly, placement in position or removal of packaging.

If an item requires a tailgate lift, forklift or other specialised unloading equipment, standard delivery may not be suitable. Please contact us before placing your order so that an appropriate delivery service and any additional charges can be confirmed in advance.

White Glove Premium Service may be available for an additional fee, subject to availability and confirmation before delivery. Depending on the delivery location and service requirements, this service may be provided by experienced third-party service providers. White Glove service is independently provided by external third parties. We can provide relevant contact details for your reference, while all service terms and charges are to be confirmed directly between you and your selected provider without our involvement.

If your item arrives damaged, incorrect, missing parts or not as described, please contact us as soon as practicable with your order number and clear photographs or videos of the item and its packaging. Prompt reporting helps us investigate delivery issues and does not limit any rights or remedies available to you under the Australian Consumer Law.

Our standard curbside delivery excludes PO Box delivery. If you arrange White Glove with third parties separately, delivery address rules can be agreed by you and your service provider.

Section 5 – Shipping Costs

Shipping charges are calculated based on the delivery address and distance, product weight and dimensions, site accessibility and any required additional delivery services. Applicable shipping charges will be displayed at checkout or otherwise confirmed by Zimasya before the order is dispatched or any additional delivery service is arranged.

Additional charges may apply where specialised unloading, restricted site access, redelivery, storage or White Glove Premium Service is required and agreed in advance.

Section 6 – Special Delivery Considerations

Please notify us before dispatch if any of the following conditions apply:

• Restricted vehicle access, including access height restrictions below 3.3 m.
• Stairs, lifts, narrow entrances or restricted loading areas.
• CBD locations, shopping centres or construction sites.
• Loading dock bookings, delivery time restrictions or site inductions.
• Oversized items requiring specialised unloading equipment.