Last updated: 29 September 2026
The Online Retailer is a business name used by Kyle Aidan Tudor (ABN 17 104 423 373). We deliver to Australia and New Zealand. Your order is sent directly from the warehouses of the independent suppliers we buy from, not from our own premises.
1. Where we deliver
We deliver to street addresses in Australia and New Zealand. Some items cannot be sent to certain remote postcodes, islands, PO Boxes or parcel lockers, and some items are not available for delivery to New Zealand. When that applies, the product page or checkout tells you before you pay.
2. Delivery charges
Delivery is priced by item and postcode and shown at checkout, with your order total, before you pay. For Australian addresses, delivery charges include GST; delivery to New Zealand is charged without Australian GST (see section 9). Items marked “free delivery” have no delivery charge. Orders with several items may show one combined delivery charge.
3. How long delivery takes
- Dispatch: most items are dispatched within 1 to 3 business days of your order.
- Australia: delivery usually takes a further 2 to 8 business days, depending on your location (regional and remote areas take longer).
- New Zealand: delivery usually takes a further 7 to 14 business days.
- Overseas warehouses: a small number of items ship from overseas warehouses and usually take 7 to 15 business days in total; the product page tells you when this applies.
Business days are Monday to Friday, excluding public holidays. These are estimates, not guarantees: peak periods, weather and courier delays can add time. If an item is delayed we will let you know. If an item has not been dispatched within 10 business days of your order, you can cancel it for a full refund.
4. Orders with several items
Items can come from different warehouses, so one order may arrive in several parcels on different days. You pay only the delivery charge shown at checkout.
5. Tracking
When an item is dispatched we email you the courier name and tracking number. Signed-in customers can also follow each parcel in My Account > Orders; guests can use the link in their order email or our Track your order page.
6. Receiving your delivery
Couriers may leave a parcel in a safe place unless a signature is required. Large and bulky items are usually delivered to the front door or kerbside and may need someone at home. If you miss a delivery, the courier will leave instructions for redelivery or collection.
Please check your delivery when it arrives. If a parcel or item is damaged, tell us as soon as you can with photos and keep the packaging so we can claim from the courier. Our Refund and Returns Policy explains what we will do. Your rights under the Australian Consumer Law do not depend on how quickly you tell us.
7. Wrong addresses and failed deliveries
Please check your delivery address at checkout, and contact us straight away if it is wrong: we can usually correct it before dispatch. If a parcel comes back because the address was incorrect or incomplete, or it was not collected, we will contact you to arrange redelivery. The extra delivery cost may be charged to you, and we will always tell you the amount first.
8. Lost parcels
If tracking has not updated for 5 business days, or it shows “delivered” but you have not received the parcel, please contact us. We will investigate with the courier. Parcels are our responsibility until they are delivered to your address, so if a parcel is lost in transit we will send a replacement or give you a full refund.
9. Deliveries to New Zealand
Orders to New Zealand are exported from Australia, so no Australian GST is charged: prices for New Zealand exclude Australian GST, and checkout shows the price you pay. New Zealand GST is charged only while we are registered for it with Inland Revenue. When we are, orders valued at NZ$1,000 or less (goods plus delivery) include NZ GST at 15%, shown on your receipt with our NZ GST number, and NZ GST-registered businesses that enter their NZ GST number at checkout are not charged it. Until then your receipt says “GST-free export — no GST charged”. For orders valued over NZ$1,000, New Zealand Customs will collect GST and any duty on delivery, and may charge fees; these are payable by you, and the courier may contact you before delivery to collect them.
10. Contact us
Questions about delivery: [email protected]. Please include your order number.