Shipping policy

Thank you for shopping with CoinGems.

This Shipping Policy outlines our processing times, dispatch methods, insurance options, and procedures for lost or damaged parcels.

1. Dispatch Times

We offer multiple shipping methods through Australia Post:

Standard Shipping

• Dispatch within 2–4 business days
• Tracking included
• No insurance unless purchased separately

Express Shipping

• Dispatch within 1–2 business days
• Tracking included
• No insurance unless purchased separately

Pre-Orders / New Releases

Pre-orders depend on supplier allocations (Perth Mint, RAM, or partnered dealers).
Estimated dispatch is usually:

• 1 week to 1 month from release
• If delays exceed 1 month, we update the product description and notify customers via email
• Severe delays (60+ days) are covered under our Backorder Policy in the main T&C

2. Signature Requirements

• Orders over $500 require Signature on Delivery
• This protects your purchase from theft and misdelivery
• You will need ID to collect if unavailable at home

3. Insurance & Australia Post Liability

Australia Post automatically provides $100 default compensation for all parcels without additional insurance.

Without Additional Insurance (Standard or Express)

• Compensation is limited to $100 by Australia Post
• CoinGems cannot offer compensation beyond this amount
• Australia Post assesses damaged/lost mail claims independently

With Purchased Insurance (Recommended for orders over $300+)

If you select “Postage with Insurance” at checkout:

• Your parcel is covered for its full value
• Loss or damage during transit is eligible for reimbursement
• We will lodge the claim and process a replacement/refund once the investigation is complete

4. Damaged Items

If your parcel arrives damaged:

• Notify us within 48 hours
• Provide photos of:
  • Packaging
  • Damaged item
  • Australia Post documentation (if any)
• We will lodge an investigation with Australia Post
• Refunds/replacements are issued only once the investigation concludes
  (Australia Post determines eligibility based on handling and transit conditions)

Important:
If insurance was NOT selected, Australia Post’s maximum payable amount is $100.

5. Lost Parcels

A parcel may be considered “lost” when:

• Australia Post completes an investigation and confirms the loss
• Tracking has not updated for an extended period
• Delivery was not completed and no item is located at the depot

If Insurance Was Purchased

You will be eligible for:

• Full-value refund, or
• Replacement (if available)

If No Insurance Was Purchased

Compensation is limited to: Australia Post’s $100 default limit

CoinGems cannot compensate above this limit without purchased insurance.

6. Incorrect Address / Delivery Issues

Please ensure your shipping address is correct.
If a parcel is returned to sender due to:

• incorrect address
• inaccessible delivery location
• uncollected item after attempted delivery

The buyer will be responsible for:

• re-shipping cost
• any return fees charged by Australia Post

7. International Shipping

CoinGems currently ships within Australia only.
International orders may be introduced in the future.

8. Contact

For shipping enquiries or support:

CoinGems – Customer Service
✉ info@coingems.com
✆ +61 (03) 9191 4911