Shipping and Transit Protection Policy

Last updated: 1 August 2026

1. About this policy

This Shipping and Transit Protection Policy applies to products purchased from:

CASE Australia Pty Ltd as trustee for The Kent Family Trust, trading as Panosh Place
ABN 73 170 962 781

In this policy:

Panosh Place, we, us and our refer to the business identified above;
you and your refer to the customer or recipient;
order means an order accepted by Panosh Place;
carrier means Australia Post or another postal, courier or freight provider used to deliver an order; and
transit protection means any compensation, warranty, cover or recovery arrangement obtained by Panosh Place from a carrier or shipping provider.

This policy applies to:

domestic deliveries;
international deliveries;
preorder deliveries;
special-order deliveries;
split shipments;
manual shipping quotes;
lost or damaged parcels; and
Click & Collect where relevant.

This policy must be read together with our:

Those policies form part of the agreement applying to your order where relevant.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

2. Where we deliver

Panosh Place ships throughout Australia and internationally where:

a suitable carrier service is available;
the product is eligible for that service;
the product may lawfully be transported;
the destination is supported;
the parcel complies with applicable size and weight limits; and
the shipment does not present an unacceptable safety, legal, commercial or carrier risk.

Not every product can be delivered to every address or country.

Some products may be available only for:

Click & Collect;
delivery within Australia;
delivery to a street address;
manual shipping quotation; or
delivery through a specially selected carrier.

International delivery availability shown at checkout remains subject to product and destination restrictions.

3. Shipping options at checkout

Available shipping options and charges are ordinarily displayed during checkout.

Shipping quotations may be based on:

delivery postcode or country;
product weight;
product dimensions;
parcel dimensions;
order value;
carrier availability;
service speed;
delivery-address type;
product shipping class; and
any applicable remote-area, residential, security or handling requirements.

The checkout may present shipping options using customer-friendly service descriptions such as:

standard delivery;
express delivery;
economy courier;
priority courier; or
international express.

Where a specific carrier is identified, we will ordinarily use that carrier. Where the checkout identifies only a service level, Panosh Place may select a suitable carrier that provides a materially equivalent service.

Where changing the selected carrier would materially affect the cost, expected delivery timeframe or collection requirements, we will contact you before dispatch where reasonably practical.

4. Shipping quotations and order acceptance

A shipping amount displayed at checkout is part of your order offer.

An automated order confirmation does not necessarily mean that:

the selected carrier has accepted the parcel;
the product is eligible for the selected service;
the shipping information is complete;
a high-value shipment has passed manual review; or
an oversized or restricted product can be delivered using the quoted method.

Before accepting or dispatching an order, Panosh Place may review:

the packed dimensions and weight;
the product’s value;
the delivery address;
the selected carrier;
prohibited or restricted-item rules;
signature requirements;
transit-protection eligibility; and
any other material shipping requirement.

Where a genuine checkout or product-data error results in a materially incorrect shipping quotation, we may contact you before accepting or dispatching the order.

You may then be offered the choice to:

pay the corrected shipping amount;
select another suitable delivery method;
select Click & Collect where available; or
cancel the affected product and receive a refund.

We will not impose an undisclosed additional shipping charge after dispatch.

5. Packaging and preparation

Panosh Place packages orders with regard to the product’s:

size;
weight;
value;
fragility;
sealed condition;
surface finish;
packaging design;
susceptibility to moisture or impact; and
carrier requirements.

Packaging may include:

protective sleeves;
team bags;
rigid card holders;
bubble wrap;
foam;
void fill;
corner protection;
inner cartons;
double boxing;
moisture protection;
tamper-evident materials; or
another suitable protective method.

Original retail packaging is not necessarily designed to function as shipping packaging. Panosh Place may place the retail package inside separate protective shipping materials.

Where a manufacturer’s outer box forms part of the collectible product, we will take reasonable care to protect it. Minor marks to an external transit carton do not necessarily mean that the product itself is damaged.

6. Carrier selection

Panosh Place selects carriers based on factors including:

destination;
parcel size and weight;
service availability;
delivery timeframe;
order value;
tracking;
signature requirements;
carrier restrictions;
transit-protection eligibility;
the nature of the product; and
previous operational experience.

Panosh Place may use:

Australia Post;
a domestic courier;
an international courier;
a freight provider; or
another suitable delivery service.

The cheapest available carrier will not always be selected where another service provides more appropriate tracking, handling, signature or protection for the order.

Customers cannot require Panosh Place to use a carrier or service that is unsuitable for the product, destination or value.

7. Transit protection

Panosh Place determines whether and how transit protection is arranged for an order.

Transit protection:

is managed internally by Panosh Place;
is not sold as optional customer insurance;
may differ between carriers and services;
may be subject to value limits, product exclusions and evidence requirements;
may cover loss but not damage for some restricted products;
may be unavailable for certain products, services or delivery instructions; and
does not replace Panosh Place’s obligations under the Australian Consumer Law.

You do not need to purchase optional transit insurance from Panosh Place to retain your legal rights against Panosh Place.

A carrier’s refusal, limitation or acceptance of a transit claim does not determine whether you are entitled to a remedy from Panosh Place.

8. Delivery signatures

Panosh Place may require Signature on Delivery where appropriate, including for:

higher-value orders;
products with limited availability;
fraud-sensitive orders;
deliveries relying on a signature-based carrier service;
products requiring additional transit protection; or
locations presenting elevated delivery risk.

The person accepting the parcel may be asked to provide a signature or other delivery confirmation.

Where a parcel appears damaged at delivery, the recipient should, where practical:

inspect the parcel before accepting it;
note visible damage with the driver;
sign for it as damaged; or
sign for it as unchecked if inspection is not reasonably possible.

Failing to record visible damage does not automatically remove your rights, but it may make a carrier investigation more difficult.

9. Authority to Leave

Authority to Leave is not ordinarily offered for Panosh Place shipments unless:

the service is expressly displayed at checkout;
Panosh Place approves it in writing; or
the applicable carrier service operates on that basis.

Panosh Place may decline Authority to Leave for:

high-value orders;
limited or irreplaceable products;
products requiring a signature;
addresses considered unsuitable;
orders relying on transit protection that requires a signature; or
any order where unattended delivery presents an unreasonable risk.

Where you specifically request Authority to Leave, Panosh Place may advise that:

the request cannot be accepted;
another service must be selected;
a signature will still be required; or
carrier transit protection may be unavailable.

Panosh Place does not guarantee that a driver will leave a parcel unattended, even where Authority to Leave has been requested. The driver may decide that the location is unsuitable and redirect the parcel to a collection point or arrange another delivery attempt.

10. Delivery estimates

Any delivery date or timeframe displayed on the website, at checkout, in an order confirmation or in tracking information is an estimate unless expressly described as guaranteed.

Delivery estimates may be affected by:

carrier volumes;
regional or remote delivery schedules;
severe weather;
natural disasters;
public holidays;
industrial action;
customs or border processing;
incorrect address information;
failed delivery attempts;
security checks;
network disruptions; or
circumstances outside Panosh Place’s reasonable control.

A carrier’s estimated delivery date may change after dispatch.

Panosh Place cannot guarantee delivery by a particular date for:

birthdays;
Christmas;
product releases;
events;
conventions;
travel;
gifts; or
another customer deadline,

unless Panosh Place expressly agrees to that deadline in writing.

Customers should allow additional time during peak periods.

11. Tracking

Tracking information will be provided where available.

Tracking may be:

emailed to the address used for the order;
added to the customer’s WooCommerce account;
provided by the carrier;
included in a dispatch notification; or
supplied manually.

Tracking events are provided by the carrier and may not update immediately.

A lack of recent tracking activity does not necessarily mean that a parcel is lost.

Panosh Place may need to allow the carrier’s normal delivery or investigation period to pass before the parcel can be formally treated as lost.

12. Delivery addresses

You are responsible for providing a complete and accurate delivery address.

Before submitting the order, check:

recipient name;
street number;
street name;
unit, shop or apartment number;
suburb;
state;
postcode;
country;
business or building name where relevant; and
any carrier-compatible delivery information.

Panosh Place is not responsible for delay caused solely by inaccurate or incomplete address information supplied by the customer.

However, we will take reasonable steps to assist where the issue is identified before dispatch.

13. Address changes and parcel redirection

A request to change the delivery address should be made as soon as possible.

Before dispatch, an address change may be considered only after:

the customer has been appropriately verified;
the new address has been reviewed;
the order has not already been collected by the carrier; and
any additional shipping cost has been accepted and paid.

Changing an address may require:

cancelling the existing shipping booking;
creating a new shipping booking;
changing the carrier;
recalculating shipping;
additional customer verification; or
delaying dispatch.

After dispatch, Panosh Place cannot guarantee that a carrier will be able to:

change the address;
redirect the parcel;
stop the parcel;
return the parcel;
change the collection point; or
amend delivery instructions.

Carrier redirection or return charges may apply.

Panosh Place will not promise that a post-dispatch change will succeed.

14. PO boxes and parcel lockers

Delivery to a PO box or parcel locker is available only where:

the checkout offers a compatible service;
the parcel complies with the service requirements; and
the carrier accepts the destination.

Courier services that require a street address cannot be used for PO boxes or parcel lockers.

Where no compatible service is available, you may be asked to:

provide an eligible street address;
select another delivery method; or
use Click & Collect.

15. High-value products

Higher-value orders may require:

manual review;
customer verification;
Signature on Delivery;
additional transit protection;
a different carrier;
separate shipment;
specialist packaging;
delivery to a verified street address; or
Click & Collect.

Where the product value exceeds the available carrier protection or presents an unacceptable delivery risk, Panosh Place may:

seek an alternative carrier;
provide a manual shipping quote;
require Click & Collect;
contact you to agree on another arrangement; or
cancel and refund the affected product if no suitable arrangement is available.

Panosh Place will not describe a parcel as fully insured unless that statement is specifically accurate and authorised.

16. Fragile, restricted and unusual products

Some products require special handling or may be restricted by particular carriers.

These can include:

resin statues;
busts;
ceramic, porcelain or glass products;
acrylic display products;
framed or delicate memorabilia;
unusually large collectibles;
high-value trading cards;
electronics;
products containing batteries;
products with liquids or aerosols;
swords, weapons or weapon replicas;
products restricted by an international destination; and
another product identified by a carrier as restricted or prohibited.

A product appearing at checkout does not guarantee that every displayed carrier will accept it.

Panosh Place may require:

manual review;
a different carrier;
additional protective packaging;
separate transit arrangements;
Click & Collect; or
cancellation and refund where lawful delivery is unavailable.

17. Oversized and freight products

Oversized, unusually heavy or palletised products may not be eligible for ordinary parcel delivery.

These products may require:

a manual freight quote;
delivery to a commercial address;
a loading dock;
access for a large vehicle;
a forklift;
tail-lift delivery;
assistance at delivery;
ground-floor access; or
collection from a freight depot.

You must disclose any access limitations before accepting a freight quotation.

Additional charges may apply where:

the address is residential;
a tail lift is required;
the site is difficult to access;
redelivery is required;
waiting time is incurred;
the quoted address type was incorrect; or
another service beyond the original quote is required.

Any material foreseeable charge will be disclosed before Panosh Place commits to the freight booking where reasonably possible.

18. Preorders and combined orders

Orders containing both in-stock and preorder products will ordinarily be dispatched together when all products are available.

Orders containing multiple preorders with different expected arrival dates will ordinarily be dispatched after the final product becomes available.

This helps avoid multiple shipping charges and separate carrier bookings.

You may request split shipping. Split shipping:

requires staff approval;
may not be available for every product or destination; and
requires payment of any additional shipping charge before the additional shipment is booked.

Panosh Place may also require separate shipment where:

products are supplied from different locations;
a product’s size or fragility makes combined shipping unsuitable;
carrier restrictions apply;
combined value creates an unacceptable shipping risk; or
separate delivery is otherwise reasonably necessary.

Preorders are also governed by the Pre-Order Policy.

19. Special orders

Special-order shipping may be:

included in the written quote;
calculated at checkout;
quoted separately;
estimated initially and finalised when packaged dimensions are available; or
invoiced before dispatch.

For unusually large, fragile, imported or restricted products, reliable freight charges may not be available when the special order is first quoted.

Where this applies, the written special-order terms will explain:

what shipping is included;
what remains to be calculated;
how the final amount will be determined; and
when payment is required.

A special order will not be dispatched until any approved outstanding shipping amount has been paid.

Special orders are also governed by the Special Order Policy.

20. International shipping

International shipping is available only where:

the destination is supported;
a suitable service is available;
the product may lawfully be exported from Australia;
the product may lawfully be imported into the destination;
the carrier accepts the product; and
required customs information is available.

International delivery may require:

customs declarations;
product descriptions;
declared values;
country-of-origin information;
recipient tax or identification numbers;
import permits; or
other destination-specific information.

You must provide accurate information reasonably required for customs and delivery.

21. International duties, taxes and customs charges

Unless the website checkout or a written quote expressly states otherwise, the recipient is responsible for:

import duties;
customs charges;
destination taxes;
brokerage fees;
quarantine charges;
inspection fees; and
other charges imposed by an overseas government, authority or carrier.

These amounts are not controlled by Panosh Place and may be payable before delivery.

Panosh Place cannot declare an artificially reduced product value or describe a commercial sale as a gift to avoid duties or taxes.

International parcels may be:

delayed;
opened;
inspected;
assessed;
held;
returned; or
confiscated

by customs, border, quarantine or government authorities.

Panosh Place is not responsible for a delay caused solely by lawful customs or government processing.

22. International restrictions

You are responsible for checking whether a product may lawfully be imported into the destination country.

Panosh Place may also review destination restrictions before dispatch.

Where a product cannot lawfully or safely be delivered, Panosh Place may:

remove it from the order;
request another address;
offer Click & Collect;
select another lawful service; or
cancel and refund the affected product.

Where a parcel is refused, abandoned or returned because the recipient:

failed to pay duties or taxes;
provided incorrect information;
refused delivery;
failed to obtain a required permit; or
attempted to import a prohibited product,

reasonable carrier and return costs may be deducted from any refund to the extent permitted by law and directly attributable to the order.

23. Lost parcels

A parcel is not automatically considered lost merely because:

it is delayed;
tracking has not recently updated;
it has missed an estimated delivery date; or
a delivery scan is unclear.

Where a parcel appears overdue, Panosh Place may:

review tracking;
confirm the delivery address;
ask the recipient to check with household members, neighbours, reception, mailrooms or collection points;
contact the carrier;
request a delivery investigation; or
lodge a formal loss enquiry.

Only Panosh Place, as the sender or shipping-account holder, may be able to lodge the carrier claim.

Customers should not lodge a separate claim directly with the carrier unless Panosh Place or the carrier instructs them to do so.

A carrier may require time to complete searches before formally declaring a parcel lost.

24. Damaged parcels

If a parcel arrives damaged, contact Panosh Place as soon as possible, preferably within 48 hours of delivery.

When contacting us, provide:

your order number;
the delivery date;
a description of the damage;
photographs of the damaged product;
photographs of the product packaging;
photographs of the internal protective packaging;
photographs of the outer shipping carton;
a photograph of the shipping label; and
information about how the parcel was accepted.

You must retain:

the product;
all product packaging;
all internal protective materials;
the external shipping carton; and
the shipping label.

Do not:

dispose of the product;
dispose of the packaging;
repair the product;
alter the product;
send the product elsewhere; or
return the product

until Panosh Place provides instructions.

The carrier may require:

additional photographs;
an inspection;
an assessment report;
a repair quotation; or
collection of the damaged product.

The preferred 48-hour notification period helps Panosh Place preserve evidence and meet carrier deadlines. It does not exclude or reduce any right available under the Australian Consumer Law.

25. Missing contents or tampered parcels

Contact Panosh Place promptly if:

the parcel appears to have been opened;
the seal appears altered;
products are missing;
the parcel contents do not match the order;
the parcel was delivered empty; or
there are signs of tampering.

Retain all packaging and photograph:

the outside of the parcel;
each seal or damaged area;
the shipping label;
the internal packaging; and
all contents received.

Panosh Place may review:

packing records;
order weights;
carrier scan weights;
photographs;
stock records;
CCTV or fulfilment records where available; and
carrier evidence.

26. Customer remedies and carrier claims

Panosh Place’s obligations to the customer and Panosh Place’s claim against a carrier are separate matters.

Panosh Place may pursue a carrier for:

loss;
damage;
repair costs;
replacement costs;
shipping costs; or
another amount available under the carrier’s terms.

The carrier may:

accept the claim;
reject the claim;
limit the amount;
request further evidence;
repair the product;
request inspection; or
apply an exclusion.

The carrier’s decision does not automatically determine your rights against Panosh Place.

Panosh Place will assess the appropriate customer remedy having regard to:

the Australian Consumer Law;
the Refund and Returns Policy;
the condition of the product;
the nature of the damage;
whether repair is appropriate;
product availability;
the significance of the failure; and
the circumstances of the delivery.

Panosh Place will not require you to resolve the matter directly with the carrier as a condition of exercising a right against Panosh Place.

27. Returned-to-sender parcels

A parcel may be returned to Panosh Place where:

the address was incorrect or incomplete;
delivery was refused;
the parcel was not collected;
the recipient was unavailable;
access to the property was unavailable;
customs charges were not paid;
import requirements were not met;
the carrier considered the parcel undeliverable; or
the parcel was damaged or rejected in transit.

When the parcel is returned, Panosh Place will inspect it and contact you.

Depending on the circumstances, you may be offered:

redelivery after payment of the reasonable additional shipping cost;
collection from the Panosh Place store;
a refund less reasonable carrier costs directly caused by customer-supplied information or non-collection; or
another appropriate resolution.

No deduction will be made where the return resulted from an error by Panosh Place or where a deduction would be inconsistent with the Australian Consumer Law.

28. Failed delivery and redelivery

Carriers may:

attempt delivery again;
leave a collection card;
redirect the parcel to a depot, post office or collection point;
hold the parcel for a limited period;
charge a redelivery fee; or
return the parcel to Panosh Place.

The recipient is responsible for following reasonable carrier instructions after a failed delivery attempt.

Panosh Place does not control the length of time a carrier will hold a parcel.

Failure to collect the parcel within the carrier’s timeframe may result in additional shipping or return charges.

29. Shipping promotions

Free or discounted shipping promotions may be subject to:

a minimum order value;
selected delivery zones;
eligible products;
maximum parcel size or weight;
specified carriers;
specified service levels; and
an advertised promotion period.

Unless expressly stated otherwise, free or discounted shipping may exclude:

international orders;
remote-area deliveries;
oversized products;
freight;
special orders;
unusually heavy products;
separately shipped preorders; and
products requiring specialist handling.

Where an eligible order is later partially refunded, the remaining order must still meet any conditions that applied to the promotion unless Panosh Place agrees otherwise.

A shipping promotion does not affect rights under the Australian Consumer Law.

30. Click & Collect

Free Click & Collect may be offered for eligible products at the Panosh Place store.

You should wait until you receive confirmation that the order is ready before attending.

Orders may be collected during advertised opening hours by:

the purchaser; or
an authorised representative nominated through an approved process.

Payment must be confirmed before the order is released.

Identification or additional verification may be requested for:

higher-value orders;
suspected fraud;
collection by another person; or
another reasonable security purpose.

Click & Collect is not a shipping service and does not include transit protection after the product is released to the collecting person.

31. Changes to this policy

Panosh Place may update this policy by publishing a revised version on the website.

Changes ordinarily apply to:

orders placed after publication; and
shipping arrangements agreed after publication.

The policy accepted when an order was placed will ordinarily continue to govern that order.

We will not retrospectively impose a materially less favourable shipping charge, liability term or delivery condition on an existing order unless:

you agree;
the change benefits you;
the change is required by law; or
the change is reasonably necessary to comply with a legal or carrier requirement without unfairly disadvantaging you.

The “Last updated” date identifies the current version.