Shipping policy
Shipping Policy
Last updated: 8 December 2025
Where We Ship
Australia
We ship to all locations within Australia, including metro, regional, and remote areas.
New Zealand
Online orders to New Zealand are not currently available. If you're located in New Zealand and would like to order Clesana products, please contact us directly and we'll be happy to help arrange something for you.
Shipping Costs
We keep shipping costs simple and transparent.
Free Shipping: Orders of A$150 or more receive FREE standard shipping anywhere in Australia
Flat Rate Shipping: Orders under A$150 are charged a flat rate of A$12.50
This applies to all Australian locations, including remote areas and Norfolk Island.
Order Processing Time
We work hard to get your order out the door as quickly as possible!
Standard Processing: Orders are usually processed within 1-2 business days
Cutoff Time: Orders placed after 2:00 PM AEST will be processed the next business day
Processing Days: We process orders Monday to Friday (excluding public holidays)
Delayed Orders
If you've purchased an item that is not listed as being on backorder or presale, and you haven't received shipping confirmation after 10 business days, please contact us. Make sure to include your order number and full name so we can give you an update.
Delivery Timeframes
All orders are shipped from our Sydney headquarters. Delivery times vary based on your location.
Standard Shipping Times
| Delivery Area | Estimated Transit Time | Shipping Cost |
|---|---|---|
| Metro areas | 1-5 business days |
FREE (orders ≥A$150) A$12.50 (orders <A$150) |
| Regional areas | 5-7 business days |
FREE (orders ≥A$150) A$12.50 (orders <A$150) |
| Remote areas | 7-10 business days |
FREE (orders ≥A$150) A$12.50 (orders <A$150) |
| Norfolk Island | Up to 8 weeks |
FREE (orders ≥A$150) A$12.50 (orders <A$150) |
Most orders arrive within 2-8 days after dispatch.
Addresses near major population hubs typically receive deliveries faster than rural or remote locations.
Important Note About Timeframes
All delivery times are estimates only and may be affected by postal delays or circumstances beyond our control. Your order is shipped via third-party courier, postal, and logistics companies. While we cannot guarantee delivery within the stated timeframes, we will do our best to avoid delays within our control and communicate with you fairly to resolve any issues.
Tracking Your Order
Every order comes with tracking.
Once your order has been processed and dispatched, you'll receive tracking information via email or phone. Use this tracking number to follow your order's progress and see where it is at any time.
Express and Special Shipping Options
Need your order faster? We can arrange express shipping, insurance, or signature on delivery for an additional cost.
How It Works:
- Contact us before placing your order
- We'll calculate the cost difference between standard and your requested options
- You pay the difference in shipping cost
- Example: If standard shipping costs us A$70 and express costs A$150, you would pay A$80 (the difference)
Important: You must contact us before placing your order so we can add a note and coordinate the special shipping for you.
Contact us at:
- Email: info@clesana.au
- Phone: 0452 208 145
Address Changes
Need to change your delivery address? Act quickly!
24-Hour Window: Address changes must be requested within 24 hours of placing your order
After 24 Hours: We cannot guarantee we'll be able to change the address or redirect your package without additional charges. Late address changes may also delay your delivery date.
If you need to change your delivery address, contact customer service immediately!
Backorders
When products are on backorder, we clearly mark them on our website and product pages with an estimated restock timeframe.
Processing Order: Backorders are fulfilled on a "first in, first served" basis. Orders placed first will be processed and dispatched first once stock becomes available.
Handling Time: Once backordered stock arrives, the standard 1-2 business day processing time applies.
Business Accounts: During high-demand periods, we may prioritize fulfillment for wholesale and business accounts to ensure product availability for retail customers.
Contact Us
If you have questions about shipping or your order, please contact us:
Portable Innovations Pty Ltd T/A Clesana AU
ABN: 87 656 165 847
Email: info@clesana.au
Phone: 0452 208 145
Contact Form: Contact Us
Address: 22 O'Riordan Street, Alexandria, NSW 2015, Australia