Shipping policy

Shipping & Order Processing

• We aim to dispatch all orders within 72 hours (business days only). Please note that during busy periods, like peak seasons or storewide sales, processing times may take a little longer.
• If your order includes a pre-order item, this will delay dispatch until everything is ready to ship (see below for pre-order info).
• In the rare event that an item is permanently or unexpectedly out of stock, we’ll let you know as soon as possible and either offer a suitable alternative or process a refund for the unavailable item, whichever you prefer.

Backorders & Partial Shipping

• We don’t offer split shipments. If your order includes an item on backorder or pre-order, we’ll hold your entire order and ship it all together once everything is in stock.
• Need something sooner? Reach out to us, we’re always happy to see if there’s a way we can help.

Addresses:

• IQM Store delivers to residential, business, or PO Box addresses only.
• We do not deliver to alternative collection or anonymous delivery points, including but not limited to:
  • Australia Post Parcel Lockers
    
  • Parcel Collect locations
    
  • Local Post Office collection addresses
    
  • Post Office counter or hold for collection services
    
  • Mail centres or delivery depots
    
  • Business hubs or agency collection points
    
  • Any address where identity verification is not required for parcel collection
• Orders placed to the address types above may be placed on hold while we contact you to provide an alternative residential, business, or PO Box delivery address.
• IQM Store reserves the right to request additional delivery information prior to dispatch in order to complete address verification.
• If an alternative delivery address is not provided within a reasonable timeframe, IQM Store reserves the right to cancel and refund the order.
• Orders may be delayed or cancelled where delivery details cannot be verified for the purpose of secure fulfilment.

Major Sales & Peak Periods

During major sales events such as Christmas, sitewide promotions, catalogue launches, or large affiliate campaigns our dispatch times may be delayed due to increased order volume.

We always do our best to process orders as quickly as possible, but please allow up to 2 weeks for dispatch during these peak times (This is a guide, if concerned about timing please email us at customercare@iqmstore.com.au).

If your order is urgent:

• Choose Express Post at checkout (if available), as express orders are typically prioritised.
• Leave a note at checkout with your required delivery timeframe.

We will do everything we can to meet your request.

Pre-Order Items

• Occasionally, we offer products on pre-order. If your order includes a pre-order item, the entire order will be held and shipped together once all items are in stock.
• If you prefer not to wait, we recommend placing a separate order for in-stock items.
• Pre-order delivery dates are estimates based on the information provided to us by our suppliers. These timelines can change due to factors outside of our control. By placing a pre-order, you acknowledge that delays may occur.
• We’ll keep you updated and notify you of any known delays as soon as we’re made aware.

How Long Will Delivery Take?

Delivery times can vary depending on the time of year and any external factors (such as public holidays, natural disasters, transit delays, or events like COVID-19). 

Once your order has been collected by our shipping provider (we primarily use Australia Post), estimated delivery timeframes are:

• VIC, ACT, NSW & QLD (Metro): 2–8 business days
• WA, SA, NT, TAS & Remote/Regional Areas: 10+ business days

Please note:
We are guided by Australia Post postage and delivery timeframes, these estimates are standard delivery guidelines. Once your parcel is in transit, delivery times are unfortunately beyond our control. We’ll always do our best to help track and support your delivery if any issues arise.

Domestic Shipping Rates

---

Important Notes:

• Bulky items are clearly marked in the product description.
• If your order includes a bulky item and other regular items, we recommend splitting it into two separate orders.
  • That way, you may still qualify for free standard shipping on the non-bulky items (if over $120).
  • This helps you avoid additional costs and ensures the most efficient delivery.
• IQM Store reserves the right to cancel and refund any order that does not meet the eligibility criteria for Free Standard Shipping, including bulky items that may have been incorrectly processed due to system or administrative error.

Express Shipping Disclaimer:

• Express Shipping Address Requirements
• Express Post is intended for delivery to residential or staffed business addresses.
• Due to delivery limitations associated with certain address types, including alternative collection points or anonymous delivery services such as Australia Post Parcel Lockers, Parcel Collect, or Post Office collection services, IQM Store may be unable to dispatch Express orders to these address types.
• In these cases, we will contact you to provide an alternative residential, business, or PO Box delivery address before dispatch.
• Failure to provide an alternative address may result in order delay or cancellation.
• Express orders may also be subject to dispatch delay while delivery details are verified for secure fulfilment.

We offer Express Shipping at a flat rate and aim to honour this for all eligible orders. However, due to rising and unpredictable postage costs, there may be rare cases where the actual shipping cost significantly exceeds the flat rate, sometimes even matching or exceeding the value of your order.

In these situations, we’ll get in touch to discuss your options, which may include:

• Paying the difference in postage
• Downgrading to Standard Shipping
• Cancelling your order for a full refund

As a small business, we truly appreciate your understanding. These decisions aren’t easy, but they help us continue offering quality service in a sustainable way.

International Shipping – New Zealand Only

We offer standard shipping to New Zealand. Shipping costs are not calculated at checkout, as they depend on the final weight and volume of your order.

At checkout, please select the FREE shipping option. A separate invoice with the actual shipping cost (not an estimate) will be emailed to you once your order is packed and ready to ship.

Please note:

• We do not ship bulky items to New Zealand. Bulky items are clearly marked in the product description.
• Express shipping is not available for New Zealand orders at this time.

Tracking Your Order

• Yes, all orders come with tracking.
• You’ll receive a tracking number via email once your order has been dispatched.

Haven’t received your tracking email?

• Check your spam or junk folder, as it may have landed there by mistake.
• Still can’t find it? Email us at customercare@iqmstore.com.au and we’ll happily resend it.

Delivery is considered complete once the parcel has been delivered to the address provided at checkout.

IQM Store is not responsible for parcels delivered to incorrect or unsecured delivery addresses provided at checkout.