Shipping Policy

Thank you for visiting and shopping at Hakonelog. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing Your Order

An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase. An invoice will be provided for all customers, with a tax invoice provided for Australian customers.

2. Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, we aim to process your order within 5 (five) business days. We will contact you if there are any delays.

However, some orders may ship within as few as 2 (two) business days, and some may take up to 7 (seven) business days.

3. Shipment Locations

3.1 Domestic & International

Hakonelog ships domestically to all locations within Australia, as well as internationally to New Zealand. We do not currently ship to other locations, but plan to in the future. If you have a question about domestic or international deliveries, please get in touch with us through our Contact Us page.

3.2 Shipping Restrictions

Our company does ship to both commercial and domestic addresses. Customers can have their products shipped to a P.O. box.

4. Shipping Rates & Delivery Estimates

(a) Same Day Shipping

We do not currently offer same day shipping. However, if you require your product to be delivered ASAP, please let us know - we will try to best accommodate your needs.

(b) Express Shipping

The order will typically arrive within three business days. Express shipping currently has a flat rate of $15.00 for orders under $125.00, and is $7.50 for orders over $125.00.

The order will typically arrive within five business days. Standard shipping currently has a flat rate of $10.00 for orders under $125.00, and is free for orders over $125.00

(d) Saturday Shipping

We do not currently offer delivery services on Saturdays.

(e) Please note:

(i) Business day means Monday to Friday, except holidays.

(ii) Orders are not shipped or delivered on weekends or holidays.

(iii) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

(iv) Products may be delivered in separate shipments.

(v) When placing your order, we consider these factors when calculating the estimated delivery date:

(A) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

(B) Weight Factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

(vi) Due to circumstances which may cause delay, such as weather, or more likely, spontaneous state or international border closures, packages to and from our facility in Melbourne may be delayed. We appreciate your patience during this time.

(vii) We will not be responsible for the wrong shipping address if you provide incorrect information.

5. Tracking Options

We aim to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

5.1 Domestic & International

All orders delivered within Australia are tracked, with a tracking number provided once your order has been posted.

New Zealand orders are typically sent via Australia Post, but may change depending on the delivery circumstances. This service comes with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally.

6. International Customs, Duties & Taxes

All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country's Customs Department. Hakonelog is not responsible for any possible customs duties and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in any way from these charges and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other charges such as taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

7. Damage to Packaging

If there is any damage to the packaging on delivery, contact us immediately at via the contact form at the bottom of this webpage.

8. Missing or Lost Package

There are several reasons why a package gets lost or becomes a deliver exception. More often than not, the package is either in the building, held by management, or with a neighbour. Hakonelog politely requests that customers look in common courier hiding spots. Please take a look around, and ask your neighbours and if applicable, building management if they have been holding your package. If you are unable to locate the package, we advise that you first submit an enquiry to the relevant shipment service provider, after which we will attempt to communicate with the shipment service provider to resolve the issue.