The Scouts Shop

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Shipping and Delivery Methods

Postage and handling charges are based on the weight of the parcel and the distance of the destination from our mail order department in Melbourne.

While couriers are used as required, the majority of orders are delivered through the Australia Post Parcel Service. This service offers three delivery options:

1. Standard

• Local/cross town deliveries can be expected by the next business day.
• All other Australian Destinations can expect deliveries in two to five business days.  
• International orders will take longer and depend on the postal service of the destination country.

2. Express

• Next business day to capital cities and two business days to most other destinations. Check to see if your postcode is included in the Next Business Day Delivery network.

3. Registered and insured

• As for standard delivery, with insurance and registration of the parcel.
• Please note that the above delivery times are estimates only.  Delivery times may vary according to when the order was received, backorders and Public Holidays (see Order Processing).
• Once your order is dispatched to the Carrier, The Scouts Shop no longer takes responsibility for it.

Delivery Restrictions

Undelivered mail
On occasion, parcels are not received at their intended destination.   This comes to our notice either via a returned parcel to our Distribution Department or a phone call from you.

Incorrect address
Sometimes we receive returned parcels that have been deemed undeliverable by the Carrier.  This can be due to an incorrect address.  Please, ensure that the correct information is entered into the relevant field in the Checkout process and that the Shipping Address is correctly spelt with the correct post code (where necessary).

You can update your address details by accessing your Customer Account through the Customer Account Login.  In the instances of a returned parcel, you will be contacted by a Customer Service Representative, either via email or telephone to notify you of the undelivered package and to verify delivery details for us to re-send the package.

Mail not yet received
If you have not received your parcel within a reasonable time of placing your order, please first contact your local Post Office to see if the package is awaiting collection.  Nine times out of ten, the parcel has tried to be delivered without anyone home to accept it and the package has been returned to the local Post Office.  A delivery card is usually left.

If you have any further queries regarding your order, please have the order number with the approximate date of purchase on hand and contact a Customer Service Representative on FREECALL Australia 1800 811 312 (Mon-Fri, 9am - 5pm).

Undeliverable package
Occasionally packages are returned to us as undeliverable. When it happens, we issue a full refund.

If this circumstance, we are unable to  re-ship the order once they've been returned to us as undeliverable. If you'd still like to buy the items, you'll need  to place a new online order.  If you haven't received the order or confirmation of an order's return or refund after two weeks from the estimated delivery date, please contact us.

Why Was My Package Undeliverable?
Packages may be undeliverable for one of the following reasons:

1. Incorrect address
Please double-check your address carefully when placing a new order.

2. Address format
If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please enter the box number as ‘PO BOX' followed by the number.

3. Other address problems
In rare cases, it's also possible that the address label became illegible during the shipping and handling process or that the carrier made a mistake and left the package at a different address then what was printed on the label.

4. Failed delivery attempts
Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.