Shipping policy
Shipping Policy
Shipping Policy – Hot Match Collectables
Hot Match Collectables ships orders from Sydney, Australia.
We primarily ship using Australia Post. In rare cases, we may use another delivery provider where required, such as for oversized parcels, special delivery requirements, remote delivery limitations, service outages, or other circumstances where Australia Post is not suitable.
We aim to pack and dispatch in-stock orders as quickly as possible, while also providing clear information around pre-orders, combined shipping, delivery timeframes, tracking, and international shipping.
Please read this policy carefully before placing an order.
Order Dispatch
Most in-stock orders are packed within 24 business hours.
During busy periods, major sales, product launches, public holidays, or high-volume pre-order arrivals, dispatch may take slightly longer.
If your order has not shipped yet, it may be because:
- Your order contains a pre-order item
- Your order contains multiple items waiting to arrive together
- We are confirming stock availability
- Your payment is still being processed or reviewed
- Your order was placed during a high-volume period
Once your order has been dispatched, you will receive tracking information where available.
Delivery Timeframes
Delivery timeframes are estimates only and are not guaranteed.
Estimated delivery times may vary depending on your location, Australia Post network conditions, public holidays, weather events, customs processing, delivery delays, and other factors outside our control.
As a general guide:
| Location | Estimated Delivery Time |
|---|---|
| Sydney / Metro NSW | 1–4 business days |
| Australian metro areas | 2–7 business days |
| Australian regional areas | 5–12 business days |
| Remote Australian areas | 7–15+ business days |
| International Standard | 5–15+ business days |
| International Economy | 15+ business days |
| International delays/customs-affected parcels | 15–45+ business days |
Express shipping may be faster, but Express Post is not a guaranteed next-day service for all locations.
Shipping Carrier
Hot Match Collectables primarily ships orders using Australia Post.
This includes domestic and international orders where Australia Post services are available.
In rare cases, we may use an alternative carrier or freight provider where required, such as for oversized parcels, special delivery requirements, service outages, remote delivery limitations, or other situations where Australia Post is not suitable.
Unless otherwise arranged, customers should expect their order to be shipped via Australia Post.
Tracking
Tracking will be provided once your order has been packed and dispatched, where tracking is available for the service used.
Please allow time for tracking to update after dispatch. In some cases, tracking may not show movement immediately after the parcel is collected, lodged, or scanned by Australia Post.
For international orders, tracking may be limited once the parcel leaves Australia or enters the destination country’s local postal network.
Authority to Leave – Australia
Some Australian parcels may be delivered with Authority to Leave or may be left in a safe location depending on the Australia Post service, delivery method, and address.
If you do not want your parcel left unattended, we strongly recommend using:
- A Parcel Locker
- A PO Box
- A business address
- A secure delivery address where someone can receive the parcel
Hot Match Collectables is not responsible for parcels that are lost, stolen, damaged, or misplaced after being marked as delivered, including parcels left with Authority to Leave.
Incorrect or Incomplete Addresses
Customers are responsible for providing accurate delivery details at checkout.
Please ensure your shipping address, email address, and phone number are correct before placing your order.
We are not responsible for delays, lost parcels, returned parcels, or additional costs caused by incorrect, incomplete, or outdated address information.
If a parcel is returned to us due to an incorrect or incomplete address, non-collection, or failed delivery, the customer may be responsible for any additional postage costs to resend the order.
Pre-Orders
Pre-order items are products that are not yet in stock and are ordered in advance.
Pre-order ETAs are estimates only and may change due to supplier delays, manufacturer delays, freight delays, customs processing, allocation changes, assortment changes, or other factors outside our control.
We update product pages when new ETA information becomes available.
For the latest pre-order update, please check the product page directly before contacting us.
Orders Containing In-Stock and Pre-Order Items
If your order contains both in-stock and pre-order items, your order may be handled in one of two ways depending on the items, release dates, shipping setup, and checkout calculation:
- Your order may ship together once all items have arrived; or
- Your order may be split into separate shipments, with in-stock items shipping first and pre-order items shipping later.
In some cases, checkout may calculate shipping separately for in-stock and pre-order items. This can happen when items are being treated as separate fulfilments.
If you would prefer your order to ship together and avoid paying postage twice, please contact us before or shortly after placing your order at:
Where possible, we can remove or refund the second postage charge and hold the order to ship together once all items have arrived.
If you would like in-stock and pre-order items shipped separately, the additional postage charge may apply.
Split Shipping and Combined Shipping Requests
Some orders may be eligible to ship together, while others may be split into separate shipments depending on the products ordered, release dates, stock availability, and shipping charges calculated at checkout.
If your order has been charged shipping twice and you would prefer everything to ship together, please contact us at:
Where possible, we can remove or refund the second postage charge and hold the order until all items are ready to ship.
If you request separate shipments, or if you want in-stock items shipped before pre-order items arrive, additional postage may apply.
Shipping Insurance and Cover
Some Australia Post services may include limited cover or compensation, depending on the service used.
If you are placing a high-value order and would like additional cover, please contact us before placing your order.
Once a parcel has been dispatched, loss or damage claims may need to be reviewed through Australia Post or the relevant delivery provider. We will assist where possible, but claim outcomes are ultimately determined by the delivery provider.
Damaged Parcels
Please inspect your parcel when it arrives.
If your order arrives damaged, please contact us as soon as possible with:
- Your order number
- Photos of the external shipping box
- Photos of the internal packaging
- Photos of the damaged item
- A description of the issue
Please keep all packaging until the issue has been reviewed, as Australia Post or the delivery provider may require photos or evidence for a claim.
International Shipping
We ship selected products internationally.
International delivery timeframes vary significantly depending on the destination, shipping service, customs processing, local postal networks, and any delays in the destination country.
International customers are responsible for any customs duties, import taxes, VAT, tariffs, clearance fees, brokerage fees, or other charges applied by the destination country.
These charges are not included in our product prices or shipping fees unless expressly stated at checkout.
Hot Match Collectables is not responsible for customs delays, import restrictions, refused parcels, unpaid duties or taxes, or delays caused by the destination country’s postal or customs systems.
International Customs and Import Requirements
Some countries may require additional information before delivery can be completed.
Please monitor your email, phone, SMS, and tracking updates after dispatch, as Australia Post, the destination country’s postal service, customs authority, or delivery provider may contact you for further information or payment of duties/taxes.
Failure to respond to customs or delivery requests may result in delays, return to sender, or disposal of the parcel.
If an international parcel is returned to us due to unpaid duties, refused delivery, incorrect address details, or failure to respond to customs or delivery requests, any refund or resend request will be assessed after the parcel is returned to us.
Original shipping costs and return shipping costs may not be refundable.
Delivery Delays
Delivery delays can occur for reasons outside our control, including:
- Public holidays
- Weather events
- Australia Post network delays
- Customs processing
- Incorrect address details
- Missed deliveries
- Peak sale periods
- Christmas and holiday periods
- International disruptions
- Remote delivery locations
We appreciate your patience if a delivery delay occurs.
Lost Parcels
If your parcel appears to be lost or significantly delayed, please contact us and we will help review the tracking information.
In some cases, an investigation may need to be opened with Australia Post or the relevant delivery provider.
Refunds or replacements for lost parcels will only be considered once the investigation has been completed and the parcel has been confirmed as lost, subject to the delivery provider’s terms and any applicable consumer rights.
Contact Us
For shipping questions, please contact us at:
Please include your order number where possible so we can assist you faster.
Last Updated
5 May 2026