Shipping policy

Shipping Policy Last Updated: May 17, 2026

This Shipping Policy explains how My Route Story processes, ships, delivers, and manages customer orders. By placing an order on our website, you acknowledge and agree to the terms outlined below.

1. Shipping Destinations

My Route Story currently provides shipping services exclusively within Australia.

We do not offer:

  • International shipping
  • Cross-border delivery
  • Freight forwarding to overseas addresses

Orders submitted with delivery addresses outside Australia may be automatically cancelled and refunded.

2. Product Pricing

All product prices are listed in Australian Dollars (AUD).

  • Prices include all applicable Goods and Services Tax (GST)
  • Shipping fees are calculated and displayed separately at checkout
  • No hidden or undisclosed fees are applied

3. Shipping Rates

We offer free shipping on all orders over $85 AUD. A flat shipping rate applies to orders under $85 AUD — displayed at checkout. Shipping rates may be revised periodically and will be clearly communicated prior to checkout.

4. Shipping Origin

All orders are printed, packed and dispatched from our Australian business location:

My Mystery Parcel 12 Weigand Avenue Bankstown, New South Wales, 2200 Australia

We do not ship from international warehouses or overseas fulfilment centres.

5. Order Cut-Off Time

Orders placed before 5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney) on a business day are eligible for same-day or next-business-day processing.

Orders placed after 5:00 PM, on weekends, or on Australian public holidays will be processed on the next available business day.

6. Handling Time

Our standard handling time is 1–2 business days (Monday–Friday), excluding weekends and public holidays.

Handling includes:

  • Order verification and payment screening
  • Custom print production
  • Secure packaging
  • Courier handover

7. Delivery Time

Estimated delivery time within Australia is 2–5 business days (Monday–Friday) after dispatch.

Total estimated delivery time: 3–7 business days (processing + delivery).

Delivery timelines may vary based on destination, courier capacity, weather conditions, or seasonal demand. Delivery times are estimates only and are not guaranteed.

8. Delivery Carrier

My Route Story partners with reputable Australian courier and logistics providers.

Our courier partners may include:

  • Australia Post
  • Sendle
  • Aramex (Fastway Couriers)
  • CouriersPlease
  • Toll Group

Courier selection is determined by operational requirements. Customers cannot select or change the courier once the order has been dispatched.

9. Tracking Information

All dispatched orders include shipment tracking. Tracking details are provided via email within 24–48 hours after dispatch, allowing customers to monitor delivery progress through the courier's official tracking system.

10. Packaging & Order Protection

All prints are packaged in rigid protective mailers to ensure they arrive flat, undamaged, and in perfect condition. Framed orders are packaged in reinforced cardboard boxes with protective padding.

We take reasonable precautions to prevent damage during transit and minimise movement inside packaging.

11. Address Accuracy & Verification

Customers are solely responsible for ensuring shipping addresses are accurate, complete, and deliverable.

My Route Story is not responsible for:

  • Incorrect or incomplete addresses
  • Failed deliveries caused by customer-provided information
  • Delays resulting from address corrections

Additional courier charges may apply if redelivery or redirection is required.

12. Order Cancellation

Orders may be cancelled within 12 hours of purchase, provided printing has not yet commenced.

Once an order has been sent to print or dispatched, cancellation is no longer possible.

13. Change of Shipping Address

Shipping address changes may be requested within 12 hours of placing an order. Changes are not guaranteed once processing or dispatch has begun.

14. Failed Delivery / Missed Delivery Attempts

If delivery is unsuccessful due to customer unavailability, incorrect address details, or delivery refusal, the courier may attempt redelivery or return the parcel. Any additional fees will be the responsibility of the customer.

15. Damaged, Missing, or Incorrect Items

Customers must report any damaged, missing, or incorrect items within 48 hours of confirmed delivery.

Reports must include:

  • Order number
  • Description of the issue
  • Clear photographic evidence

Failure to report within this timeframe may affect resolution eligibility.

16. Lost or Delayed Packages

If a shipment is delayed or lost in transit, My Route Story will assist by initiating an investigation with the courier. We are not responsible for delays or losses caused by courier operations, weather events, or circumstances beyond our reasonable control.

17. Delivery Confirmation

Delivery confirmation is provided through courier tracking updates, delivery scans, or automated confirmation email. Once delivery is confirmed, responsibility for the package transfers to the customer.

18. GST & Taxes

All applicable GST is included in product pricing. As shipping is limited to Australia, no import duties, customs fees, or international taxes apply.

19. Customer Responsibilities

Customers agree to:

  • Provide accurate personal and shipping information
  • Monitor shipment tracking
  • Be available to receive deliveries
  • Contact customer support promptly if issues arise

20. My Route Story Responsibilities

My Route Story commits to:

  • Processing and printing orders within stated timeframes
  • Securely packaging all shipments
  • Using reliable Australian courier partners
  • Providing accurate tracking and shipping information

21. Invoices & Documentation

Order confirmation emails and invoices are issued automatically after purchase. Customers are responsible for ensuring the provided email address is valid and accessible.

22. Sustainability & Packaging

Where feasible, we use eco-friendly, recyclable, or reusable packaging materials while maintaining product safety and shipping reliability.

23. Security & Fraud Prevention

All orders undergo security screening and fraud-prevention checks. We reserve the right to delay, cancel, or refuse orders suspected of fraud or unauthorised activity.

24. Business & Contact Information

Registered Company Name: My Mystery Parcel ABN: 63 385 406 700 Registered Address: 12 Weigand Avenue, Bankstown New South Wales 2200, Australia Email: myroutestory@gmail.com Phone: +61 493 530 342 Live chat: available on our website Business Hours: 10 AM–6 PM (Monday–Friday), GMT+10:00 Australian Eastern Standard Time (Sydney)

25. Policy Updates

My Route Story reserves the right to modify, update, or replace this Shipping Policy at any time to reflect operational, legal, or regulatory changes. All updates become effective immediately upon publication on our website.