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DELAYS IN DISPATCH AND DELIVERY DUE TO COVID-19

We have been overwhelmed by the support I Still Call Australia Home customers have shown us during this unprecedented crisis, and we are so grateful to be able to continue delivering Australian Gifts (and puzzles! of course puzzles!) to you, our favourite VIPs.

 

Thank you so much for your patience and encouragement during what is a time of stress for many.

We feel honoured to be part of such a wonderful Australian community that supports Australian designers, and Australian owned businesses.

Read below for more.

Current Delivery Times

Please note all logistics providers in Australia and overseas are experiencing delays to normal delivery times.

Current delivery timescales on average, from date of dispatch as at the end of May 2020 are:-

- USA, UK, Canada, Japan - 4-6 working days

- Australia - 2 working days (Express)

- Australia - 4-10 working days (Standard)

This is due to both the drastic reduction in commercial flights that would otherwise carry your gifts; as well as the huge spike in volume across all networks as everyone shops more online.

We're still sending your Australian Gifts overseas

There’s never been a better time to send some love across the oceans to cure a homesick heart or to send warmth to friends, family, or overseas business contacts.

We can confirm we are still successfully sending parcels within Australia as well as to the USA, UK, Canada, Japan, Philippines, Singapore and Hong Kong as of the date of this update.

Changes to the way parcels are delivered

There’s a few changes where ALL couriers and postal delivery services in Australia and overseas are doing whatever they can to keep their staff safe.

This means that parcels will be left on front doorsteps or porches without human or other unnecessary contact including

  • WITHOUT SIGNATURE
  • WITHOUT KNOCKING ON DOORS
  • WITHOUT RINGING DOOR BELLS
  • WITHOUT CALLING FIRST

You will still be sent tracking details for all deliveries and if you are concerned, we suggest you follow the real-time tracking and notfiy the recipient when your gift is delivered.

Delays in Delivery and Dispatch

As of this update, all parcels that have been sent have been received, on average, 4-6 working days from date of dispatch (overseas express service); 1-2 days from date of dispatch (Australia Post express for delivery in Australia); or 3-10 days for normal standard Australia Post.

Please also be aware we have increased diligence on the way we pack and send your parcels, including applying disinfectant to goods and our packers hands; and minimising contact in our warehouse. This means orders take longer to pack, and there may be delays to our normal dispatch turnarounds.

Australia Post Express is no longer guaranteeing next day delivery, and our experience is this is taking 2-3 working days. However, please be aware, this is still a prioritised service beyond normal mail, which is taking much longer to be received.

International Routes via Singapore or Hong Kong

We have been working with UPS Express International and DHL Express as our trusted carriers to successfully delivery your gifts overseas for many years.

They are making choices at this time about what is the fastest and safest way to get your parcels to their destination given there is a global pandemic; cancelled commercial flights on which some of your parcels may have been carried;  different restrictions per country; and a high volume in the network at this time.  Routes may change on a daily basis and are outside our control.

DHL Express parcels going to Japan, the UK and Europe are likely to go through either Singapore or Hong Kong hubs (or both) to get to their final destination. DHL Express will do this based on what it believes is the best and safest route for parcels at this time.

Packages going to the USA will go via UPS International Express and generally go directly from Australia to the USA.

We thank you for your patience in these stressful times.

 

FURTHER INFORMATION ON OUR INTERNATIONAL DELIVERY SERVICE

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