Shipping Policy
Last updated: November 19, 2025
Shipping Policy
This Shipping Policy explains how Terraliving, operated by Hanyu Tech & Media Limited, processes, handles, and delivers orders placed on our website. By placing an order with us, you acknowledge and agree to the terms described below.
All orders are shipped from our Hong Kong warehouse located at Room D07, 8/F, Phase 2, Kai Tak Factory Building, 99 King Fuk Street, San Po Kong, Kowloon, Hong Kong.
We offer free standard shipping for all orders in Australia, including oversized items and deliveries to remote areas.
All listed product prices already include product taxes, shipping charges, international freight taxes, and customs clearance fees. The price shown during checkout is always the final cost that the customer pays, with no hidden fees or additional charges.
Order processing Time
Order processing Time takes 1 to 2 business days.
Orders placed before 6:00 PM Sydney time(GMT+10:00) are processed on the same business day, while those placed after the cut off time will be processed on the next business day.
Once the order is processed and dispatched, the estimated delivery time within Australia is 7 to 9 business days.
Delivery times may vary depending on the carrier’s operational factors, weather conditions, or remote area delivery schedules, but we always aim to provide accurate delivery expectations.
We ship using Australia Post, StarTrack, Fastway, and Yuntu Express. The courier is automatically assigned based on destination, package size, and shipping efficiency. Customers cannot select a specific courier at checkout. Shipments may be split into multiple parcels depending on product availability and warehouse processing requirements. In such cases, customers will receive separate tracking numbers for each package, and the parcels may arrive on different days.
All orders over AUD 300 require a signature upon delivery to ensure secure receipt. For orders under this amount, signature may not be required, and the courier may leave the package in a safe location based on their delivery policy. If a customer prefers not to have packages left unattended, it is their responsibility to monitor the tracking information and arrange secure delivery with the courier.
We do not provide shipping insurance at this time. If a package is delayed, missing, or arrives damaged, customers must contact us as soon as possible at support@terraliving.au.
Claims for lost or undelivered packages must be submitted within 30 days after the estimated delivery date. When submitting a claim, the customer must include the order number, a description of the issue, and supporting evidence such as photos if the item is damaged.
For lost or damaged packages, our service policy is to resend a replacement item whenever possible. If the item is out of stock or no longer available, we will issue a full refund. Replacement shipments follow the same shipping procedure and time frames as original orders.
Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete. We cannot be held responsible for delays or failed deliveries caused by incomplete or incorrect address information. If an order is returned due to incorrect address details provided by the customer, additional handling or reshipping fees may apply.
Once an order is shipped, a tracking number will be sent to the customer by email. Tracking updates are provided directly by the courier, and delays in tracking information are outside our control. If tracking shows that a package has been delivered but the customer cannot locate it, the customer must contact the courier directly as the first step, then inform us so we can assist if needed.
If a package is held by customs for any reason, we will assist in providing documentation as required. However, because all customs clearance fees and duties are already included in the product price, the customer will never be asked to pay additional import charges.
If you have any questions about your shipment, delivery status, courier details, or package handling, please contact our customer service team at support@terraliving.au.
If you have any questions, please feel free to contact us.We respond to all inquiries within 2 business days during our business hours, which are Monday to Friday, 9:00 AM to 5:00 PM Sydney local time.
Our Business Information
Registered Company Name: Hanyu Tech & Media Limited
Company Number : 78854198
Store Name: Terraliving
Registered Address: Room D07, 8/F, Phase 2, Kai Tak Factory Building,
99 King Fuk Street, San Po Kong, Kowloon, Hong Kong
We operate and fulfil orders for the Australian market through our online store Terraliving.
How to Contact Us
Email: support@terraliving.au
Phone: +86 189 1140 9615
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Sydney, Australia time)
We respond to all inquiries and support emails within 1–2 business days.
