Shipping Policy
Effective Date: 29-12-2025
Order Processing Time
Orders are processed within 1–3 business days, Monday to Friday, excluding public holidays.
Orders placed before 6:00 pm (Australian Eastern Time) are considered received on the same business day.
Orders placed after 6:00 pm are considered received on the next business day.
Processing time refers to the preparation of your order and is separate from the shipping transit time.
Delivery Timeframe
The total delivery timeframe consists of order processing and transit time.
Processing time: 1–3 business days
Transit time: 5–8 business days
Estimated total delivery timeframe: 6–11 business days
Delivery timeframes are estimates and not guaranteed. Delays caused by carriers, customs clearance, weather conditions, or logistical disruptions may occur and are outside of our control.
Shipping Availability
At this time, we deliver to Australian addresses only.
Orders placed with delivery addresses outside Australia cannot be completed.
Shipping Costs
Shipping is free for all orders within Australia.
No additional shipping, handling, or packaging fees are charged at checkout.
Shipping Origin
Orders are shipped from our international fulfilment centres.
Depending on product availability, shipments may originate from overseas fulfilment partners.
Tracking Information
All orders include tracking.
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
Tracking updates may take 24–48 hours to appear after dispatch.
Order status can also be checked using the order tracking page with your order number and email address.
Delivery Delays
Delivery delays may occur due to circumstances such as carrier disruptions, customs processing, weather conditions, peak shipping periods, or incomplete address information.
If your order is delayed beyond the estimated delivery timeframe, please contact us at support@osairo.com and our support team will assist you.
Incorrect Shipping Information
Customers are responsible for providing a complete and accurate delivery address at checkout.
QJ Global Group LLC, trading as Osairo is not responsible for delivery issues caused by incorrect or incomplete address details provided by the customer.
If an order is returned due to address errors, reshipment may require additional processing time or costs.
Lost or Stolen Packages
If the carrier marks a package as delivered but you have not received it, please contact us as soon as reasonably possible after the delivery confirmation so we can investigate promptly.
We will investigate the issue and, where appropriate, initiate a carrier inquiry.
Carrier delivery confirmation may be used as evidence of delivery; however, delivery issues are reviewed on a case-by-case basis.
If the carrier confirms that the package is lost in transit, we will offer either a replacement or a refund in accordance with the Australian Consumer Law.
Damaged Packages
If your order arrives damaged, please contact support@osairo.com within 30 days of delivery.
To assist with assessment, we may reasonably request clear photos of the item, the outer packaging, and the shipping label.
Once verified, we will arrange a replacement or refund in line with Australian Consumer Law.
Order Changes and Cancellations
Once an order has entered processing, changes or cancellations are no longer possible.
This includes changes to products, sizes, colours, delivery details, or payment information.
If an order has already shipped, cancellation is not possible.
Customers may still be eligible for returns in accordance with the Returns and Refunds Policy.
If a cancellation is approved before processing begins, a refund will be issued to the original payment method within a reasonable timeframe.
Business information
Brand Name: Osairo
Owned and Operated By: QJ Global Group LLC
D-U-N-S-Number: 144915376
Address:
1201 North Market Street
Suite 111
Wilmington, DE 19801
United States
Contact details
Email: support@osairo.com
Phone: +61 480 008 214
Customer service
Support hours: Monday to Friday, 8:00 am – 5:00 pm (Australian Eastern Time)
We aim to respond within 24 hours.