Shipping Policy

Last Updated: 1 September 2026

At MATAI Watches, we are committed to getting your order to you safely and efficiently.

This Shipping Policy applies to orders placed through matai.com.au, operated by MATAI Arts and Innovation Pty Ltd.

By placing an order with MATAI, you agree to the terms outlined below.

1. Order Processing and Dispatch

Orders are processed and dispatched on business days.

Orders placed before 10:00 am AEST will generally be dispatched on the same business day.

Orders placed after 10:00 am, on weekends or on Australian public holidays will generally be processed on the next business day.

Dispatch times may be extended during periods of high order volume, product launches, promotional campaigns, holidays or other circumstances affecting our operations.

Dispatch time refers to the time it takes for your order to leave our facility. It does not include the delivery time after the parcel has been collected by the carrier.

2. Shipping Carriers

MATAI uses established shipping and courier providers to deliver orders.

Our carriers may include:

• CouriersPlease

• Australia Post

• Other courier or delivery providers where required

The carrier used for your order may vary depending on your delivery address, parcel size, service availability and other logistical considerations.

3. Delivery Timeframes

Delivery timeframes are estimates only and are not guaranteed.

Delivery times can vary depending on your location, carrier capacity, weather, public holidays and other circumstances outside MATAI's control.

Standard Shipping

Standard shipping delivery times vary depending on the destination.

Once your order has been dispatched, please use your tracking information for the most accurate estimate of delivery.

Express Shipping

For eligible Australian destinations:

• Locations within the Australia Post Express Next Day Network may generally receive delivery on the next business day.

• Locations outside the Express Next Day Network may generally take approximately 1–3 business days.

These timeframes are estimates provided by the carrier and are not guaranteed by MATAI.

Rural and Remote Areas

Express services may take longer to remote or rural locations.

Where an express service is unavailable for a particular destination, the available shipping service may be substituted with an appropriate alternative.

4. Tracking

Orders dispatched by MATAI will generally include tracking.

Tracking information will be sent to the email address provided at checkout once your order has been shipped.

If you have not received your tracking information, please check your spam or junk folder before contacting our support team.

Once an order has been handed to the carrier, tracking updates and delivery information are provided by the relevant carrier.

5. Packaging

MATAI takes reasonable care when packaging orders to help protect products during transit.

Products are securely packaged using appropriate packaging materials before being handed to the delivery carrier.

If your parcel arrives visibly damaged, we recommend photographing the parcel and contacting MATAI as soon as possible.

6. International Shipping

MATAI may offer international shipping to selected countries.

International delivery times vary depending on the destination country, carrier, customs processing and local delivery services.

International orders may be subject to additional charges, including:

• Import duties

• Customs duties

• Taxes

• GST or VAT

• Tariffs

• Customs clearance fees

• Brokerage or handling fees

These charges are determined by the relevant authorities and service providers in the destination country.

Unless specifically stated at checkout, these charges are not included in the MATAI product price or shipping fee.

Customer Responsibility

The customer is responsible for any applicable customs charges, import duties, taxes, tariffs, brokerage fees or other charges imposed by the destination country.

MATAI does not control these charges and cannot guarantee the amount that may be payable.

Customers should check their local import requirements before placing an international order.

MATAI is not responsible for delays caused by customs authorities or for charges imposed by the destination country.

If an international shipment is returned because customs charges were not paid or the shipment was refused, any refund will be handled in accordance with our Returns, Exchanges & Warranty Policy, and reasonable shipping or return costs may be deducted where permitted by law.

A valid phone number may be required for international orders to assist carriers and customs authorities with delivery.

7. Oversized or Special Shipments

International shipments exceeding 5 kg may incur an additional shipping charge depending on the destination and carrier.

If an additional shipping charge is required, MATAI will contact the customer before dispatch where reasonably practicable.

8. Shipping Delays

MATAI will make reasonable efforts to dispatch orders within the timeframes outlined in this policy.

However, once an order has been handed to the shipping carrier, delivery is subject to the carrier's network and circumstances outside MATAI's reasonable control.

Delays may occur due to:

• Courier or postal delays

• Severe weather

• Natural disasters

• Customs inspections

• Customs processing

• Industrial action

• Public holidays

• Incorrect or incomplete delivery information

• High-volume periods

• Transport disruptions

• Other events outside our reasonable control

MATAI is not responsible for delays caused by circumstances outside our reasonable control.

Nothing in this section limits any rights or remedies available to customers under Australian Consumer Law.

9. Incorrect or Incomplete Addresses

Customers are responsible for providing accurate and complete delivery information at checkout.

This includes:

• Full name

• Street address

• Suburb or city

• State or province

• Postcode or ZIP code

• Country

• Contact phone number where required

If an order cannot be delivered because incorrect or incomplete information was provided by the customer, additional shipping or redelivery costs may apply.

If a parcel is returned to MATAI because of an incorrect or incomplete address, the customer may be responsible for the cost of reshipping the order.

10. Lost or Missing Parcels

If tracking indicates that your parcel has been delivered but you have not received it, please first check around your property, with household members, neighbours or the relevant delivery location.

If the parcel cannot be located, contact MATAI as soon as possible.

MATAI may work with the relevant shipping carrier to investigate the delivery.

Where required by Australian Consumer Law, MATAI will provide an appropriate remedy.

11. Authority to Leave

Where the selected delivery service permits authority to leave, the carrier may leave the parcel in a location they consider reasonably safe.

Customers should consider the security of their delivery address when selecting or authorising an authority-to-leave service.

MATAI is not responsible for theft or loss occurring after a parcel has been delivered in accordance with an authority-to-leave instruction, except where otherwise required by law.

12. Shipping and Returns

Shipping fees are separate from product prices unless otherwise stated at checkout.

Original shipping costs are generally non-refundable for change-of-mind returns.

Returns, exchanges and warranty claims are subject to our Returns, Exchanges & Warranty Policy.

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under Australian Consumer Law.

13. Contact

If you have questions about shipping, delivery or your order, please contact our support team.

MATAI Watches
MATAI Arts and Innovation Pty Ltd

ABN: 95 648 892 915

Email: mataitotheworld@gmail.com

Phone: 0468 551 339

Address: 30 Grose Avenue, North St Marys NSW 2760, Australia

Website: matai.com.au