Shipping Policy

Last updated: 25 June 2026

Thank you for shopping with Madduck.com.au. This Shipping Policy explains how our orders are produced, packed and delivered.

Madduck.com.au sells custom printed and print-on-demand products, including T-shirts, hoodies, sweatshirts, tote bags, coffee mugs, caps, hats and related items. Some products include predefined artwork or graphics, and some products may allow customer personalisation.

Because our products are made to order, please allow time for both production and delivery. Delivery estimates shown on this page include the time needed to print, prepare and ship your order.

1. Order processing and production

Most Madduck products are printed after your order is placed. This means we do not usually pick a finished product from a warehouse shelf. Your item may need to be printed, checked, packed and handed to a delivery carrier before tracking begins.

Production time can vary depending on the product type, print method, order size, artwork, personalisation details, stock availability, supplier capacity, peak periods and public holidays.

Orders are generally processed on business days, Monday to Friday, excluding Australian public holidays. Orders placed on weekends or public holidays are usually processed from the next business day.

If your order includes personalised text, uploaded artwork, photos, design instructions or custom details, please check everything carefully before placing your order. Production may be delayed if there is an issue with artwork quality, missing information, image resolution, file format, rights concerns or unclear instructions.

2. Estimated delivery timeframes within Australia

The timeframes below are estimates only and are not guaranteed delivery dates. They include both production time and delivery time.

Shipping option	Estimated total delivery timeframe	Notes
Standard tracked shipping	Metro Australia: approximately 8–15 business days Regional and remote Australia: approximately 8–20 business days	Suitable for most orders. Tracking is provided after dispatch where available.
Express shipping, if available	Metro Australia: approximately 5–12 business days Regional and remote Australia: approximately 5–15 business days	Express shipping is a faster delivery method after dispatch. It does not automatically speed up production unless we specifically offer a separate rush production option.
Rush or priority production, if available	Shown at checkout or confirmed by us in writing	Rush options may not be available for all products, locations, artwork types or peak periods.

These estimates may change during busy periods such as Christmas, Black Friday, major sales events, public holidays, severe weather events or carrier network disruptions.

3. Shipping costs

Shipping costs are calculated and displayed at checkout before you complete your order. The final shipping cost may depend on:

• the delivery address;
• the shipping method selected;
• the number of items in your order;
• the type, size and weight of products ordered;
• whether items need to ship separately;
• any free shipping promotion or discount that applies.

If we offer free shipping, it will apply only where displayed at checkout or stated in the promotion terms. Free shipping thresholds are usually calculated after discounts and before any taxes, duties or optional services, unless stated otherwise.

Free shipping threshold, if offered: [insert free shipping threshold or remove this sentence].

4. Tracking

Where tracking is available, you will receive a shipping confirmation email with tracking details after your order has been dispatched.

Please note that tracking begins after dispatch, not when the order is placed. Because our products are made to order, there may be a production period before tracking information becomes available.

Tracking updates are provided by the carrier and may take time to appear after dispatch. If your tracking has not updated for several business days, or your order is past the estimated delivery window, please contact us so we can investigate.

5. Separate shipments

Your order may arrive in more than one parcel. This can happen when:

• your order includes different product types, such as apparel and mugs;
• items require different packaging to protect them in transit;
• items are produced by different fulfilment partners;
• items are dispatched from different locations;
• part of your order is ready before another part.

If your order is split into separate shipments, you may receive more than one tracking number and your parcels may arrive on different days.

6. Express shipping and delivery deadlines

Express shipping, if available, means the parcel is sent using a faster delivery method after dispatch. It does not automatically mean your order will be printed first or produced faster, unless we specifically advertise or confirm a rush production option.

If you need an order by a specific date, please contact us before placing your order at sales@madduck.com.au . We will do our best to advise whether the timeframe is realistic, but we cannot guarantee delivery by a particular date unless we confirm that in writing.

We recommend ordering early for birthdays, events, holidays, Christmas gifts, team orders and other time-sensitive purchases.

7. Incorrect or incomplete shipping addresses

Please check your shipping address carefully before placing your order. You are responsible for providing a complete and accurate delivery address, including unit numbers, business names, street numbers, suburbs, states and postcodes.

If you notice an address error, contact us immediately at sales@madduck.com.au . We will try to update the address before production or dispatch, but we cannot guarantee changes can be made after an order is placed.

If an order is delayed, returned, lost or delivered incorrectly because the address supplied was incorrect or incomplete, we may need to charge additional postage, reprint or handling costs to resend the order, subject to your rights under Australian Consumer Law.

8. PO Boxes, parcel lockers and remote addresses

Some delivery methods may not be available for PO Boxes, parcel lockers, remote properties, business hubs, military addresses or certain regional locations. If a carrier cannot deliver to the address supplied, we may contact you for an alternative delivery address.

Delivery to regional, rural and remote areas may take longer than delivery to metro areas.

9. Authority to leave

If you or the carrier authorise a parcel to be left unattended, the parcel may be left in a place the carrier considers safe. Please choose a secure delivery address where possible.

If tracking shows that your order has been delivered but you cannot locate it, please check around the delivery location, with household members, neighbours, building management, reception areas and your local delivery office where applicable. Then contact us so we can help investigate with the carrier.

10. Delays

Delivery estimates are provided in good faith, but delays can happen. Delays may be caused by:

• artwork or personalisation issues;
• stock shortages or supplier delays;
• production capacity during busy periods;
• public holidays or peak shopping seasons;
• carrier delays or network disruptions;
• incorrect or incomplete addresses;
• weather events, natural disasters or emergencies;
• customs, border or import processes for international orders;
• events outside our reasonable control.

If we become aware of a significant delay affecting your order, we will try to update you as soon as reasonably possible. If your order is delayed beyond the estimated delivery window, please contact us at sales@madduck.com.au and we will check the status of your order.

11. Lost parcels

If you believe your parcel is lost, please contact us at [insert email] with your order number and delivery details.

We may ask you to confirm the shipping address, check with the carrier, check with nearby residents or building management, and provide any information needed to help investigate the parcel.

If a parcel is confirmed as lost in transit, we will assess the matter and provide an appropriate solution, which may include a replacement, reprint, refund or other remedy depending on the circumstances and your rights under Australian Consumer Law.

12. Damaged parcels or products

If your order arrives damaged, please contact us as soon as possible at [insert email]. Include your order number, a description of the issue and clear photos of:

• the damaged product;
• the outer packaging;
• any inner packaging;
• the shipping label, if visible.

Please keep the product and packaging until we have reviewed the issue, as the carrier or fulfilment partner may require evidence.

Where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, we will provide the remedy required by Australian Consumer Law.

13. International shipping

Madduck.com.au primarily ships within Australia. International shipping may be available only where it is displayed at checkout.

If international shipping is available for your order, delivery times will vary depending on the destination, product type, fulfilment location, carrier, customs processing and local delivery networks.

International orders may be subject to customs duties, import taxes, brokerage fees or other charges imposed by the destination country. Unless stated otherwise at checkout, these charges are the customer’s responsibility.

We are not responsible for delays caused by customs, border processing, import restrictions or failure to pay required import charges, subject to your rights under applicable law.

14. Orders returned to sender

An order may be returned to sender if the address is incorrect, incomplete, inaccessible, refused, unclaimed or if the carrier cannot complete delivery.

If your order is returned to us or our fulfilment partner, we will contact you where possible. Additional postage, production or handling costs may apply to resend the order where the return was caused by customer error, refusal, failure to collect or an incorrect address, subject to your rights under Australian Consumer Law.

15. Pre-orders, backorders and out-of-stock items

If a product, colour, size or blank item becomes unavailable after you place an order, we may contact you to offer an alternative product, colour, size, delayed fulfilment, partial fulfilment or cancellation of the affected item.

If we cannot fulfil the affected item within a reasonable time, we will provide an appropriate solution, which may include a refund for the affected item.

16. Australian Consumer Law

Nothing in this Shipping Policy limits, excludes or modifies any rights you have under Australian Consumer Law or any other rights that cannot lawfully be excluded.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. If your order is faulty, damaged, incorrectly supplied, not as described, not delivered within a reasonable time or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy.

17. Contact us

If you have questions about shipping, delivery, tracking or a delayed order, please contact us:

Madduck.com.au
Business name: Mad Duck
Email: sales@madduck.com.au
Address: 12 Mumbil Street, Stafford Heights, QLD 4053

Please include your order number, email address used at checkout and a short description of the issue so we can help you faster.