Shipping policy
Shipping policy
Hengate is a store operated by Cankaya Limited, a private company registered in Hong Kong (Business Registration Number 81047130). We ship to addresses in Australia only.
Where your order ships from
We want you to know this before you buy rather than after: your order is picked, packed and dispatched from our supply partner's warehouse in the People's Republic of China, and flown to Australia. We do not hold stock in Australia and we do not claim to.
Cost
Shipping is free of charge to any address in Australia, including regional and remote postcodes. The price shown on the product page is the price you pay at checkout. There is no handling fee, no fuel levy and no surcharge added at any stage.
Time
| Order processing | 1 to 2 business days |
|---|---|
| Transit to Australia and final delivery | 6 to 9 business days |
| Total, order to doorstep | 7 to 11 business days |
Business days are Monday to Friday, excluding public holidays. Orders placed on a weekend or a public holiday begin processing on the next business day.
These are genuine averages for this route, not best-case figures. A small number of parcels take longer because of customs inspection, airline capacity or weather, and we have no way to accelerate a parcel once it is in the carrier's network. If your order passes 20 business days without being delivered, contact us and we will either send a replacement or refund you in full, at your choice.
Tracking
Every order ships with tracking. You will receive a tracking number by email once the parcel leaves the warehouse. Tracking information can take a further 1 to 3 business days to begin updating while the parcel moves to the departure airport — this is normal and does not mean the parcel is lost.
Customs, duty and GST
Australia applies a A$1,000 low-value threshold for imported goods. Every Hengate order sits well below that threshold, so no import duty and no customs charge is payable by you on delivery. You will never be asked for money by the carrier before your parcel is released.
Cankaya Limited is not currently registered for Australian GST, because our Australian turnover is below the A$75,000 registration threshold set out in the A New Tax System (Goods and Services Tax) Act 1999. No GST is charged on your order and no tax invoice showing GST can be issued. If our turnover reaches the threshold we will register, and prices displayed on this site will be updated to be GST-inclusive from that date.
Delivery address
We can only deliver to the address you enter at checkout. Please check it carefully — once a parcel has been dispatched we cannot change its destination. If a parcel is returned to the carrier because the address was incorrect or incomplete, we will contact you to arrange redelivery.
Lost or damaged parcels
If your parcel arrives damaged, photograph it before opening where possible and contact us within a reasonable time. If it does not arrive at all, we deal with it under the guarantee described above and under the Australian Consumer Law. In neither case are you out of pocket.
Nothing in this policy limits or excludes the consumer guarantees you have under the Australian Consumer Law, including the guarantee that goods will be delivered within a reasonable time.
Questions about a delivery? Email contact@hengate.com with your order number.