This Shipping & Delivery Policy explains how orders are fulfilled on the iTao Marketplace. Because iTao operates as a multi-vendor platform, shipping arrangements differ depending on whether you are purchasing a product sold by iTao directly or from an independent marketplace vendor.
1. iTao Direct Products
Some products on iTao are sold and fulfilled directly by iTao. These listings are identified by the seller name “iTao” on the product page. We work with a global fulfilment network to source and deliver these items to Australian customers.
Order Processing
Orders for iTao Direct products are typically processed within 1-3 business days of payment confirmation. Processing time excludes weekends and Australian public holidays.
Delivery Timeframes to Australia
Some iTao Direct items are dispatched from local Australian stock, while others are shipped from our overseas fulfilment centres. Estimated delivery windows are:
Shipping Method
Estimated Delivery Time
Tracking Provided
Standard International Shipping
8-20 business days
Yes
Express International Shipping
5-10 business days
Yes
Australian Local Stock (where available)
3-7 business days
Yes
Please note: Delivery timeframes are estimates only and may vary due to customs clearance, remote delivery locations, or carrier delays during peak periods (e.g. Christmas, Chinese New Year, Easter).
Shipping Costs
Shipping costs for iTao Direct products are calculated at checkout based on the item weight, delivery address, and selected shipping method. Any applicable free shipping offers or thresholds will be clearly displayed on the product page and at checkout.
Customs, Duties & Import Taxes
For items shipped from our overseas fulfilment centres, your order may be subject to customs duties and import taxes imposed by Australian Border Force.
Imported goods valued under AU$1,000 are generally covered under Australia’s Low Value Imported Goods (LVIG) regime, and GST is collected at the point of sale.
For orders over AU$1,000, additional customs charges may apply upon arrival and are the responsibility of the recipient.
iTao is not responsible for delays caused by customs inspection or processing.
Order Tracking
Once your iTao Direct order is dispatched, you will receive a shipping confirmation email containing a tracking number and carrier link. You can also check your shipment status at any time via our Track My Order page.
Lost or Undelivered iTao Direct Parcels
If your iTao Direct order has not arrived after the estimated delivery window:
Check your tracking link for the latest carrier update.
Allow an additional 5 business days — minor delays can occur during peak periods.
If the parcel is still missing, contact iTao Customer Support with your order number. We will investigate and, where the parcel is confirmed lost, arrange a replacement or issue a full refund.
2. Marketplace Vendor Products
The majority of products on iTao are listed and fulfilled by independent marketplace vendors. Each vendor manages their own fulfilment, shipping methods, and delivery timelines.
Vendor Shipping Responsibility
For products sold by marketplace vendors, the vendor is solely responsible for:
Dispatching and fulfilling orders within their stated processing time
Selecting the appropriate shipping carrier and method
Providing tracking information to the buyer
Resolving shipping delays, damaged parcels, or lost shipments
Vendor shipping costs, delivery estimates, and available shipping methods are set individually by each vendor and will be displayed on the product listing and at checkout.
How to Contact Your Vendor
For any shipping questions about a marketplace vendor order — including estimated arrival, tracking details, or a delayed parcel — please contact the vendor directly:
Visit the vendor’s store page on iTao and use the available contact options (email, phone, or contact form)
Use the in-app chat feature to message the store owner directly
Always include your order number when making an enquiry
iTao acts as a platform intermediary and is not responsible for fulfilment, shipping arrangements, or delivery outcomes for independently operated marketplace vendor stores.
3. Incorrect or Damaged Items
If you receive an item that is damaged, defective, or not as described:
iTao Direct products: Contact iTao Customer Support within 7 days of delivery. Please include your order number and clear photos of the item and its packaging.
Marketplace vendor products: Contact the vendor directly within the timeframe specified in their store policy. See our Refund and Returns Policy for guidance on raising a dispute if needed.
4. Address Changes After Ordering
If you need to update a delivery address after placing your order, please contact us or the vendor as soon as possible. Address changes cannot be guaranteed once an order has been dispatched. iTao and its vendors are not liable for parcels delivered to an incorrectly entered address.
5. Public Holidays & Peak Periods
During public holidays, major sale events (e.g. Black Friday, Boxing Day), or seasonal peaks, processing and delivery times may exceed standard estimates. We recommend placing orders well in advance during these periods.
For marketplace vendor products, please contact your vendor directly through their store page on iTao.
Last updated: June 2026. iTao reserves the right to update this Shipping & Delivery Policy at any time. Material changes will be communicated via email or on-site notification.
