Shipping policy

At HoloGem, we aim to process and ship orders carefully and efficiently. This Shipping Policy explains our order processing, shipping methods, delivery estimates, tracking, and responsibilities regarding delivery.

1. Order Processing

Orders are generally processed after payment has been successfully received and authorized.

We aim to prepare orders within 1–3 business days, unless otherwise stated on the product page or at checkout.

Orders containing pre-order products may follow different processing timelines.

Business days generally exclude weekends and public holidays.

During periods of high demand, promotions, new product releases, or holidays, processing may take longer than usual.

2. Shipping Destinations

We may offer shipping to selected domestic and international destinations.

Available destinations and shipping methods are displayed during checkout based on the shipping address provided.

Shipping availability may vary depending on the product, destination, carrier, and applicable restrictions.

3. Shipping Costs

Shipping costs are calculated and displayed during checkout based on factors such as:

  • Delivery destination

  • Package size and weight

  • Selected shipping service

  • Number of items

  • Applicable carrier charges

Any available shipping options and their associated costs will be presented before you complete your purchase.

4. Estimated Delivery Times

Estimated delivery times depend on the destination and shipping service selected.

For domestic orders, delivery may generally take approximately 3–6 business days after dispatch.

For international orders, delivery may generally take approximately 5–20 business days after dispatch.

These timeframes are estimates only and are not guaranteed unless expressly stated otherwise.

Delivery may take longer due to customs processing, carrier delays, public holidays, weather, or other circumstances outside our reasonable control.

5. Tracking Information

Where tracking is available, tracking information will generally be provided after your order has been dispatched.

Tracking updates may take some time to appear after the carrier receives or scans the package.

Customers are responsible for monitoring tracking information and ensuring that someone is available to receive the package where required.

6. Incorrect Shipping Information

Customers are responsible for providing an accurate and complete shipping address at checkout.

This includes:

  • Full name

  • Street address

  • Apartment, unit, or suite number where applicable

  • City

  • State or region

  • Postal or ZIP code

  • Country

  • Contact information where required

HoloGem is not responsible for delivery delays, returned packages, or additional shipping costs resulting from incorrect or incomplete information supplied by the customer.

If you notice an address error after placing an order, contact us immediately at contact@HoloGem.shop.

We will try to assist, but changes cannot be guaranteed once an order has entered processing or been dispatched.

7. Lost Packages

If your package appears to be lost in transit, please contact us so that we can review the available tracking information.

We may work with the applicable carrier to investigate the shipment.

The resolution of a lost-package claim may depend on the carrier's investigation, shipping service, insurance coverage, and applicable consumer protection laws.

8. Delivered but Not Received

If tracking indicates that your package has been delivered but you cannot locate it, we recommend checking:

  • Your mailbox or usual delivery location

  • Around your property

  • With household members

  • With neighbors

  • Building reception or management, if applicable

  • Any safe location specified by the carrier

You should also contact the shipping carrier using the tracking information.

If you are still unable to locate the package, contact HoloGem and provide your order and tracking information so we can review the situation.

9. Damaged Packages

If your package arrives visibly damaged, please take photographs of the package and its contents before disposing of any packaging.

Contact us as soon as reasonably possible at contact@HoloGem.shop and include:

  • Order number

  • Description of the damage

  • Photos of the package

  • Photos of the shipping label

  • Photos of the damaged product

We will review the information and determine the appropriate next steps.

10. International Shipping

International customers may be responsible for customs duties, import taxes, brokerage charges, or other fees imposed by the destination country.

These charges may be collected at checkout or separately by the carrier or customs authority, depending on the shipping arrangement.

HoloGem does not control customs processing times or fees imposed by foreign authorities.

Customers are responsible for ensuring that products ordered can legally be imported into their destination country.

11. Customs Delays

International shipments may be delayed while passing through customs.

Customs authorities may request additional information or documentation, and delivery times may be extended as a result.

HoloGem cannot guarantee a specific customs clearance timeframe.

12. Multiple Items in One Order

If an order contains multiple products, HoloGem may ship the items together or separately depending on inventory, fulfillment requirements, product availability, and shipping considerations.

If products have different release or availability dates, they may be shipped separately.

13. Pre-Orders

Pre-order products are subject to the estimated release date stated on the applicable product listing.

Release dates may change due to circumstances involving manufacturers, distributors, transportation, or supply availability.

Orders containing both pre-order and currently available products may be shipped according to the terms displayed at checkout or on the applicable product listings.

Please review our Pre-Order Policy before placing a pre-order.

14. Shipping Delays

Although we aim to dispatch orders promptly, HoloGem cannot guarantee delivery dates unless a specific guaranteed service is expressly offered.

Delays may result from:

  • Carrier disruptions

  • Severe weather

  • Public holidays

  • Customs processing

  • Transportation problems

  • High seasonal demand

  • Incorrect delivery information

  • Supply or fulfillment issues

  • Events outside our reasonable control

We appreciate your patience when circumstances beyond our control affect delivery.

15. Shipping Restrictions

Certain products, destinations, or shipping services may be subject to restrictions.

If an order cannot legally or practically be shipped to the selected destination, HoloGem may contact the customer regarding available options.

16. Returns Due to Undeliverable Packages

If a package is returned to HoloGem because the address was incorrect, incomplete, refused, or otherwise undeliverable, we may contact the customer to arrange reshipment.

Additional shipping charges may apply where the issue resulted from information supplied by the customer.

Any refund will be handled according to our Return & Refund Policy and applicable law.

17. Contact Us

If you have questions about shipping or your order, please contact us:

HoloGem
21 Lowe Street, BURNCLUITH QLD 4413, Australia
Email: contact@HoloGem.shop
Phone: +1 (479) 345-1674

Please include your order number whenever contacting us about an existing shipment so that we can assist you more efficiently.

18. Important Notice

This Shipping Policy is intended to provide general information about HoloGem's shipping practices.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.