Terms
Duties & Taxes are included in the price you pay at checkout.
We aim to dispatch items within 24 hours, Monday–Friday from our Australian Warehouse. Please allow an additional 24 hours for dispatch during new release periods.
If your order is late, or you have an issue with your tracking, please open a
support form
here and we will open an enquiry with our delivery partners. Please note, delivery times are estimates & may vary.
To ensure safe delivery, customers are responsible for providing a safe and secure address where parcels can be delivered without risk of theft or damage. Once an order is marked as delivered by the carrier, the delivery is considered complete.
If your order was marked as delivered but cannot be located, please follow these steps:
- Check all areas around your property such as the letterbox, any hidden places, neighbours, building management, etc.
- Confirm with household members or neighbours that they did not collect the parcel.
- Contact the courier directly — they will often provide photos of delivery to help locate the parcel.
- Lodge a report with the courier (USPS, Australia Post, Royal Mail, DHL, etc).
- Email us with your order number and investigation details. Once you provide these details, we can assist where possible on a case by case basis.
Please note: Above the Ground is not liable for parcels stolen after delivery is completed to the address provided by the customer.
