FAQs

Frequently Asked Questions

Shipping & Delivery FAQs

What locations do you ship to?

At present, Patog only ships to addresses within Australia and New Zealand

Which shipping carrier do you use?

We use Australia Post for delivery across Australia and New Zealand

How much does shipping cost?

Our shipping costs are calculated based on your destination, package weight, and the shipping method chosen during checkout.

The shipping cost will be clearly displayed at the time of purchase. Please note that any additional costs for things like express shipping or special delivery requests are the responsibility of the customer.

Do you ship to PO boxes?

No, unfortunately, we can’t deliver to post office addresses, including PO boxes, Parcel Lockers, and Parcel Collect addresses.

If you’ve provided an address that can’t receive deliveries - or if the information you’ve supplied is inaccurate - your parcel will only be dispatched once you’ve provided us with the correct and deliverable information.

How can I track my parcel?

After your order has been shipped, you’ll receive tracking information via email that will let you monitor the progress of your parcel.

You can easily track your package using the tracking details provided on the Australia Post website here: http://auspost.com.au/track/

Estimated Shipping Times

Standard estimated shipping times are as follows:

Australia: 2 - 18 days

New Zealand: 5 - 21 business days

Express shipping is available for extra cost but faster delivery.

Please note that these are approximate shipping times and delays can occur due to factors such as incorrect addresses, public holidays, peak seasons, local carrier delays, and weather conditions.

We cannot guarantee a specific arrival date, but we appreciate your patience.

Please note: The delivery timeframe starts after we’ve received your payment and dispatched the order from our premises, which is typically within one working day of payment clearance.

Unfortunately, we can’t guarantee specific delivery dates or times, as our delivery partners aren’t able to assure the exact delivery timeframe.

What happens if I miss my delivery?

If you miss your delivery, you’ll get a notification or a card from the delivery company with details of where you can collect your items.

Make sure you take your ID (or an authorised person’s ID) when you go to collect your package.

Is there an Authority to Leave (ATL) option?

Although we advise against leaving orders unattended, you can choose the Authority to Leave (ATL) service if you’d prefer.

To do this, simply include a brief note such as ‘Please leave order if not home’ in the order comments section during checkout. This means the delivery company can leave the package at your chosen delivery location if no one’s there to receive it.

However, please be advised that if you choose this option, you assume responsibility for the safety of the delivered items once they are left unattended.

What is a Parcel Rejection Notice?

A Parcel Rejection Notice occurs if a recipient rejects the parcel.

This might happen if the item is intended as a gift, but the recipient isn’t aware that the delivery is coming. For this reason, we recommend informing recipients beforehand to avoid rejection of the parcel.

In the event that a parcel needs to be sent again, a re-delivery fee may apply.

What do I do if my items are lost during shipping?

While we take every care to ensure your order arrives on time and in perfect condition, in the very rare event that an item is lost during shipment, please contact us immediately so we can organise the best solution as soon as possible.