For Australian Customers:


Free Shipping

  • Available on orders over $200 AUD**

Flat Rate Shipping

  • $9.90 AUD on orders under $200 AUD

Delivery Options

  • All standard size orders are sent via AusPost with tracking. PO/Parcel Locker addresses are accepted.
  • Express Post & Same/Next Day delivery options are available at checkout.
  • Oversized items are shipped via Toll/Team Global Express by default. Other couriers are available upon request.
  • Same Day/Next Business Day Delivery is available in select Metro Sydney, Wollongong, Central Coast, and Canberra areas based on postcode. This service does not accept AusPost PO box/shop addresses. If same-day delivery is not possible, items will be delivered the next business day.
  • Additional postage may apply if separate shipment is requested.

** Special Note for Heavy Items

Free shipping is generally offered for most items. However, for heavy items exceeding 22kg or 0.25 cubic meters, especially to remote areas, an oversized surcharge may apply, and we will contact you if a surcharge is required upon dispatch. This surcharge typically applies to large statues, such as 1/4 scale statues with large dioramas to life-size statues. The surcharge varies by state:

  • NSW/ACT Metro: Usually no surcharge.
  • VIC/QLD/SA: Typically $20-$100 AUD, depending on package size/weight.
  • WA/NT/TAS: Typically $40-$150 AUD, depending on package size/weight.

We strive to offer the best prices and shipping rates for our customers. If you find a better deal or prefer to use your own courier, we are happy to price match.


Please do not hesitate to contact us if you have any questions or concerns regarding shipping.

 For Overseas Customers:


International shipping options available:
(see rates at checkout)**

  • EMS Standard (7-20 days with tracking)
  • EMS Express (2-10 days with tracking)
  • DHL Express (2-7 days with tracking) *

The most up-to-date delivery time-frames for international parcels can be found here:
https://auspost.com.au/service-updates/international-delivery-times

  • Worldwide shipping to all countires.
  • It might take longer time by the Custom and Post office.
  • Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility.

* Please contact our support for DHL shipping quote.
* Items over 20kg or volume over 0.25 cubic meters can only be shipped via DHL Express.
** Oversized shipping surcharge may apply if the final package size/weight is exceed the original weight quoted at checkout. We will contact the receiver if addtional shipping charge is required upon dispatch.


Redelivery Fee

If an item is returned to us due to incorrect or missing delivery information or an unclaimed parcel, a redelivery fee will be required before we can resend the item. This fee helps cover the costs of both the return and redelivery.

  • Domestic Redelivery (Australia): The redelivery fee will match the original postage cost of your order, with a minimum charge of $9.90 for items that had free shipping.
  • International Redelivery: The redelivery fee will be 1.6 times the original postage cost. This is due to higher international return fees that we need to cover. For example, if your original postage was $20, the redelivery fee will be $32.

If you prefer to cancel your order instead of paying the redelivery fee, a reasonable return fee (no higher than the original postage amount) will be deducted from your total refund to cover the return costs we incur.

DISPATCH

Once your order payment is confirmed, We will aim to have your order picked and packed within 48 hours. You will receive an email confirmation once it ships. Delays may occur around Christmas, Easter and public holidays. Remote deliveries are subject to local transport schedules and may encounter extended delays. Orders are shipped directly from our Sydney warehouse.

The typical delivery time-frames within Australia are*:

– Sydney: 1 – 2 working days
– Melbourne & Brisbane & Canberra 2 – 3 working days
– Rest of Australia: 3 – 7 working days

The most up-to-date delivery time-frames within Australia can be found here (See “From New South Wales”)
https://auspost.com.au/service-updates/domestic-delivery-times

*These are only guidelines based on our experience with delivery times. Delivery times will vary especially during peak / festive seasons.


SECURE POSTAGE

When sending out each order, we ensure that they are packed and wrapped carefully to prevent damages to its contents. We ship our orders using one of the following postal services:

  • Australia Post (eParcel) with tracking and signature.
  • EMS (International) with tracking and signature.

Both services include tracking information. This ensures that you can track your order’s delivery from the moment it leaves our warehouse. If you’re not home at the time of delivery, the delivery man may leave a card with pickup details from your local post office/collection point.


INSURANCE

If you have any concerns about the postal services in your area, we suggest you contact us for insurance. We strongly recommend you insure your item if its value is more than AUD$100. In the unlikely event of your parcel being stolen or lost in transit, Sugo Toys will contact the shipping courier to lodge an investigation. The courier will determine if your parcel has been stolen or lost in transit, and if necessary, Sugo Toys will pay out the insured amount once the investigation is complete. If your parcel is insured against theft or loss, Sugo Toys will replace your items or refund the value of the item (excluding postage & insurance fee)

*Please Note* If you didn’t purchase ‘LOST COVER’ at checkout, your parcel is not insured against theft or loss, Sugo Toys will not be responsible for any lost items once the item leaves our facility and is in the hands of the courier/Australia Post.

Lost Cover Insurance Rate :
Domestic – 2.5% of the item value
International – 3% of the item value (In order to claim for any compensations, the item must be declared in its full value.)

How to apply for compensation
All requests for lost compensation claims must be lodged within:
30 days of delivery, or the intended date of delivery, for International Courier or International Express items.