1. Free Shipping

My Pizza Oven offers free standard shipping on all orders within Australia. There is no minimum order value, no shipping fee at checkout, and no hidden delivery charges. The price you see is the price you pay.

We currently ship to all states and territories of Australia, including New South Wales, Victoria, Queensland, Western Australia, South Australia, Tasmania, the Australian Capital Territory, and the Northern Territory.

2. Dispatch Times

Orders are dispatched from our Sydney warehouse within 1–2 business days of payment being confirmed. Business days are Monday to Friday, excluding Australian public holidays. Orders placed on weekends or public holidays will be processed on the next available business day.

During peak periods (e.g. Christmas, major sale events), dispatch may take up to 3 business days. We will notify you by email if there is any delay to your order.

3. Delivery Timeframes by Region

The following estimated delivery windows apply after your order has been dispatched. All times are in business days.

Timeframes are estimates only and are not guaranteed. Delays may occur due to carrier capacity, weather events, or other circumstances outside our reasonable control. We will communicate any significant delays to you promptly.

4. Order Tracking

Once your order is dispatched, you will receive an automated email containing your tracking number and a direct link to track your parcel in real time. If you do not receive a tracking email within 3 business days of placing your order, please check your junk/spam folder before contacting us.

5. Delivery Partners

We use a network of reputable Australian freight and parcel carriers, which may include Australia Post, Couriers Please, Aramex, StarTrack, and Toll. The specific carrier assigned to your order will depend on your delivery postcode and the most efficient routing available at the time of dispatch. You will be notified of the carrier and tracking details in your dispatch confirmation email.

6. Missed Deliveries & Safe Drop

If you are not available at the time of delivery, the carrier may:

• Leave the parcel in a safe location at their discretion (a "safe drop"), if it is safe to do so
• Leave a card with instructions to collect from a nearby collection point or post office
• Attempt re-delivery on the following business day

We recommend providing a delivery address where someone is available to receive the parcel during business hours. My Pizza Oven is not liable for parcels left in a safe location as authorised by the carrier or as directed by you during the checkout process.

7. Damaged or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery at theteam@customersupport.care and include:

• Your order number
• A clear description of the issue
• Photographs showing the damage or the incorrect item received

We will arrange a replacement or full refund at no cost to you as quickly as possible. This is in addition to your rights under Australian Consumer Law.

8. 30-Day Return Policy

We offer a 15-day return window from the date of delivery. If you are not completely satisfied with your purchase for any reason, you may return it for a full refund — no questions asked.

To be eligible for a return under this policy:

• The return must be initiated within 15 days of the confirmed delivery date
• The item should be packaged safely to prevent damage during return transit (original packaging is preferred but not required)
• All included accessories and documentation should be returned where possible

You do not need to have kept the product unused. If you have cooked with the oven and are still not satisfied, you remain entitled to return it under this policy.

9. How to Return an Item

To initiate a return, follow these steps:

1. Email theteam@customersupport.care with your order number and the reason for the return
2. We will reply within 1–2 business days with a return authorisation reference and a prepaid return label
3. Package the item securely and attach the prepaid return label
4. Drop the parcel at the collection point or post office indicated in our instructions

Return shipping is free. We cover the cost of return collection for all eligible returns under this policy. You will not be charged any restocking fee.

10. Refunds

Once your returned item is received at our warehouse and inspected, we will process your refund within 3–5 business days. Refunds are issued to the original payment method used at checkout.

Depending on your bank or card provider, the funds may take a further 3–5 business days to appear in your account. We will send you an email confirmation as soon as your refund has been processed.

11. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), being Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Shipping & Returns Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that you may have under the ACL or any other applicable legislation. Our 15-day return policy is offered as a voluntary customer benefit and is separate from, and in addition to, your statutory rights.

12. Contact Us

For any shipping or returns enquiry:

• Email: theteam@customersupport.care
• Phone: International +66 098 391 3877 (Mon–Fri, 9 am–5 pm AEST)
• Post: BuyFactory Direct Pty Ltd, Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia