Shipping Policy

At Emerald Merch Hub, we aim to dispatch your order as quickly and smoothly as possible.

Order Processing Times

Many of our products are custom-made or branded to order. Production times vary depending on the product type, quantity and decoration method.

Estimated production times will be advised at the time of order. Once production is complete, your order will be packed and shipped promptly.

Shipping Carrier

We currently ship using Australia Post.

Shipping options and estimated delivery timeframes are shown at checkout where available.

Delivery timeframes provided by Australia Post are estimates only and may vary depending on location, peak periods, weather events or carrier delays.

Tracking

Once your order has been dispatched, you will receive a tracking number via email or SMS (where provided), allowing you to monitor delivery progress.

Shipping Insurance

All parcels sent by Emerald Merch Hub include transit cover / insurance through the shipping service where available.

If your parcel is lost or damaged in transit, please contact us as soon as possible so we can assist in lodging an enquiry or claim with the carrier.

Delivery Address

Customers are responsible for ensuring the shipping address entered at checkout is accurate and complete.

Emerald Merch Hub is not responsible for delays or additional costs caused by incorrect or incomplete delivery details supplied by the customer.

Lost, Delayed or Damaged Parcels

Once an order has been dispatched, delivery is managed by the third-party carrier.

While we are happy to assist with enquiries, tracking and claims, delays caused by the carrier are outside our direct control.

Nothing in this policy excludes your rights under the Australian Consumer Law. Where required by law, we will provide assistance and appropriate remedies for issues relating to goods supplied by us.

Authority to Leave / Safe Drop

If you choose Authority to Leave or Safe Drop options through the carrier, responsibility may pass according to the carrier’s delivery terms once delivery has been completed.

Contact Us

If you have any shipping questions, please contact:

Emerald Merch Hub
📧 quote.EMH@gmail.com
📞 0480 459 864