Shipping policy

Shipping Policy — Prism & Pocket

This policy is prepared in accordance with the Australian Competition and Consumer Commission (ACCC) guidelines. Nothing in this policy limits your rights under the Australian Consumer Law.

We're an Australian family-run store and we pack every order with collector-safe care. Here's how our shipping works:

Dispatch Times

Orders are dispatched within 1–2 business days of payment clearing. Orders placed on weekends or public holidays are processed the next business day.

Pre-Orders

Items available for pre-order will be clearly marked on the product page. Pre-order items ship on or after their stated release/arrival date — the estimated timeframe is shown on the product page. If your order includes a pre-order item, you will receive a separate email notification in addition to your order confirmation with further details on your item's expected dispatch. All items ordered alongside a pre-order item will be held and posted together when pre-order item arrives back in stock. 

Where we Ship

We currently ship Australia-wide only. For international shipping enquiries, please reach out to us via our Contact page — we are happy to hear from you.

Shipping Options and Costs

* Standard tracked shipping: Is calculated upon checkout — estimated delivery is 2–7 business days depending on your location.

* Express tracked shipping: Is calculated upon checkout — estimated delivery time is 1–3 business days depending on your location. 

All parcels are sent via Australia Post. Please note that remote and regional areas may take longer.

Order Tracking

Once your order has been packaged for dispatch, a tracking number will be provided to you by email. For any delayed or general delivery issues, please reach out to us via our Contact page as soon as possible.

Collector-safe packaging

All our items are packaged with care and intent. They are packed to arrive in the condition they left us — within protective sleeving, top-loaders and rigid mailers where appropriate, and waterproof sleeves inside our boxes. Secure padding is used for plush and other collectible items.

Signature on Delivery

Due to the nature of our products, all orders are sent with signature on delivery. Any items left in a safe drop location at the request of the receiver will unfortunately not be covered under replacement should that parcel be stolen once left by Australia Post. Please ensure you are at your address to receive your order during delivery. 

Lost, Delayed or Damaged Parcels

For any issues, please contact us through the contact form below or via our Contact page with your order number and photos where relevant. We'll work with Australia Post to resolve it as quickly as possible.

Incorrect Address

Please double-check your delivery address at checkout. We are not able to redirect a parcel once it has been dispatched. If a parcel is returned to us due to an incorrect postal address, a redelivery fee will apply before we can resend your order.

Questions

Please reach out via the contact form below — we aim to reply within one business day.