Shipping and delivery policy

Shipping costs and delivery times

Shipping is calculated at checkout based on the parcel's size and weight and your destination country. The delivery estimate is shown before you pay. We only sell to the countries listed at checkout.

Orders are packed by our fulfilment partner and sent by tracked international post (Cainiao Standard). Delivery usually occurs within the estimate shown at checkout, which is typically 2-5 weeks for most countries. A tracking number is emailed when the order ships.

Battery shipping

Puffin Audio headphones have a built-in rechargeable battery. They travel by a tracked service that accepts batteries. If we cannot deliver to your address, checkout will inform you before you pay.

Order tracking

Use the tracking number from the shipping email on the carrier's site. Signed-in customers can also view their orders under Account > Orders. If an order has not arrived by the end of its delivery estimate, please contact us and we will re-send it or refund it in full.

Returns and refunds

• Change of mind: Unused items in their original packaging can be returned within 14 days of delivery. The buyer pays return postage, and the return address may be overseas.
• Faulty, damaged or wrong items: Contact us with your order number and photos. We will refund or replace the item.
• Refund processing: Approved refunds are processed within 3 business days.

Your rights under the Australian Consumer Law and your local consumer law always apply.

Contact us

For questions about shipping or returns, please email [email protected] or use the contact form at /contact. Replies are usually sent within 1 business day. Please include your order number when writing about an order.