Shipping Policy

Shipping Policy – MATES Shop

About shipping

MATES is a not-for-profit charity. Purchases help fund suicide prevention and support programs across our industries.

We aim to ship orders quickly and safely at the lowest reasonable cost.

Processing times

• Orders are usually processed within 2–4 business days of payment.

• Orders placed on weekends/public holidays are processed the next business day.

• Busy periods (campaigns or launches) may take longer — we’ll try to keep you informed.

Delivery options & timeframes

• Metro areas (Australia): 3–7 business days

• Regional & remote (Australia): 5–10 business days

• International (where available): 7–21 business days

Times are estimates only and may vary.

Shipping rates

• Calculated at checkout

• Free-shipping promotions may be offered at times.

Tracking

• A tracking link is sent once your order is dispatched (if available).

• Contact us if you don’t get tracking details within 3 days of dispatch.

Physical address requirement

• A physical street address is required for delivery.

• We can’t ship to PO Boxes, Parcel Lockers, or unattended collection points.

• Double-check your address at checkout to avoid delays or returns.

Delivery issues

• Email shop@mates.org.au with your order number if your parcel hasn’t arrived in time.

• We’ll liaise with the courier and handle replacements/refunds per our Refund Policy.

Authority to leave

Couriers may leave parcels in a safe spot if no one is home (“Authority to Leave”). MATES isn’t responsible once delivered under this option.

Contact us

shop@mates.org.au