Order & Shipping Information

International Order & Shipping Information

1.     Introduction

These policies apply to empiresupplies.com.au web site orders to be shipped to Australia, China, Hong Kong, Japan, Macau, Singapore, and Taiwan to which we may ship, except where noted for shipments to the U.A.E.

For orders shipping to other countries, please contact us.

For additional information, please view both our Terms and Conditions.

2.     International Shipments

We are proud to ship to customers in many countries around the globe. Please contact us for the full list of countries and currencies that we support.

All international orders will be shipped, using either FedEx International Priority®, DHL Express, TNT, Australia Post, EMS Worldwide Express Mail Service or Speedpost by Singapore Post. For deliveries to China, we are in partnership with leading China-based logistics companies. When ordering from us, you consent to us using one of the providers listed above and adhering to their listed Terms & Conditions.

All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. Orders will be packaged in plain boxes and unmarked for privacy and security. They will be dispatched as soon as payment and prescriptions have been processed. Allow normal postage times for delivery.

In normal circumstance, your ordered item(s) will leave our Warehouse one (1) business day (Monday to Friday) after you place your order assuming all items are in stock. While we work hard to ship every order as quickly as possible, popular items may have longer ship times. All other orders will be dispatched as quickly as possible thereafter. It may be necessary for some orders to be shipped in more than one box from different distribution centres and therefore you may obtain these parcels at different times. You will be notified via email if there are any delays in obtaining any items on your order. Please contact us if you would like an alternative product or other arrangement. Order processing and delivery times may vary in peak times such as New Year, Chinese New Year, Christmas, Easter, Valentine's Day, Mother's Day, Father's Day and some catalogue promotions. Contact us for more information.

Please also note that delivery times vary according to your selected delivery address/ region and availability of your item(s). Please refer to the table below on the typical delivery duration.


Typical Delivery Duration


 3 to 7 Business Days


 3 to 10 Business Days


 4 to 10 Business Days

 Hong Kong

 3 to 9 Business Days


 4 to 10 Business Days

 South Korea

 4 to 10 Business Days

Please note that the arrival times are a guide only. Estimates of the international shipping delivery times can be provided by one of our Consultants at sales@empiresupplies.com.au or +61 3 8687 2154.

Please note that Empire Supplies is not responsible for delays that are unavoidable such as storms, earthquakes, floods and other natural disasters. In addition, we are not responsible for items damaged in transit or caused by any other delays through the negligence of the couriers we use. Our duty after the orders leave our warehouse is to follow-up with the assigned courier.

Occasionally, we will confirm ship and delivery times, then learn we are unable to fulfill the order due to low product availability. In these rare cases, we will notify you by email and provide a new estimate ship and delivery times.

3.     Shipping Cost

The cost for shipping is calculated and displayed on the Checkout page before you complete your order.

You can find delivery costs at checkout, on the Order Confirmation and Shipment Confirmation email.

4.     Importer of Record

When ordering from Empire Supplies, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Title and risk of loss for items ordered will transfer to the recipient upon delivery to the common carrier.

Prior to delivery to the recipient, the shipment may be subject to the customs fees, import duties, taxes, and other charges of the destination country. These charges are always the recipient's responsibility. For further details, contact your local Customs Department.

5.     Restrictions

Items eligible to be shipped under our international shipping policy are based on the destination country import laws.

For shipments destined for Australia, Hong Kong, Japan, Macau, Singapore, Taiwan and U.A.E. are eligible. However, this may change without notice.

For shipments destined for China, special import and shipping requirements are required by law. Due to Chinese Customs Taxation changes, infant formula, vitamins, cosmetics and other food items will be packaged separately. Please contact our sales team for further information.

6.     Undelivered Packages

Orders lost due to incomplete address information provided by the customer are the responsibility of the customer and at the discretion of Empire Supplies may not be eligible for a refund. Please double-check your address carefully when placing a new order.

7.     Payment Currencies

Empire Supplies accepts payment in any of the following currencies: Australian dollar, Chinese Yuan Renminbi, Hong Kong dollar, Japanese yen, New Taiwan dollar, Singapore dollar, United Arab Emirates dirham, or United States dollar.

8.     International Payment Methods

For orders shipping to Australia, Hong Kong, Japan, Macau, Singapore, Taiwan, and the United Arab Emirates, we offer the following payment methods:

8.1 Bank Wire / International Money Transfer (IMT) / Telegraphic Transfer (TT)

Bank wires may take up to 3 business days to be received.

Most banks charge a fee for the transmission of a bank wire. Please ensure that your bank has included this fee when processing your bank wire.

8.2 Credit Card

Use your Visa or MasterCard with a local billing address in any of the countries we ship to. To use other credit cards, we recommend using PayPal as it accepts a variety of other cards.

8.3 Verified by Visa or MasterCard SecureCode

For your protection against fraud, we offer Verified by Visa and MasterCard SecureCode to confirm your identity. Note: these programs are a security feature for online transactions. It does not guarantee that your order will be approved by your bank.

8.4 PayPal

PayPal allows you to:

Pay from multiple funding sources, including PayPal balance, bank accounts and credit cards

Pay merchants without having to share your financial information with them

Shop with confidence knowing that PayPal protects you from unauthorised transactions sent from your account

For more information on PayPal, please visit www.paypal.com.

PayPal is not available at this time for the following:

Orders totalling more than $15,000

Orders that use a Gift Certificate as an additional form of payment

If your order is eligible for payment via PayPal, the PayPal button will display below our "proceed to checkout" button in the shopping basket. After selecting PayPal you will be directed to log in to your pre-existing PayPal account or be directed to create a new account. After logging in you will select your preferred billing, shipping and payment options; upon completion you will be prompted to provide consent for Empire Supplies to charge your PayPal account. After consenting you will be directed back to Empire Supplies to complete your order. Once complete you will receive a confirmation email from Empire Supplies. If you have any questions please feel free to contact us at +61 3 8375 9688.

Use PayPal for orders in USD subject to limits listed above. For orders shipping to the European Union, we accept PayPal for orders in GBP and EUR, subject to the limits listed above.

We do not accept payments made in cash, by cheque, ACH, or debit cards without the Visa or Mastercard logo requiring use of a PIN. We reserve the right to request additional information about your payment method or identity before your order can be processed.

Payment methods are subject to change. Please contact Empire Supplies to confirm your method of payment or to organise an alternative method of payment.

8.5 For orders shipping to China we offer the following payment methods:

Bank Wire / Telegraphic Transfer (TT): Bank wire is the fastest and easiest way to pay for orders shipping to China.

Alipay Instant Payment: Simply use your Alipay account to complete your order.

Payment methods are subject to change. Please contact Empire Supplies to confirm your method of payment or to organise an alternative method of payment.

9.     Customs, Duties and Taxes

The customs office of the destination country may impose customs fees, import duties, taxes, and other charges to your international order where applicable. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at customs either our shipper, or the customs office will contact you directly to arrange for the payment of any charges that may be due. In some circumstances our shipper is required to pay certain duties and taxes, in advance, on a customer's behalf. For instance, our shipper may pay an advance fee when countries require that duties and taxes be paid prior to customs release or prior to certain items clearing customs. In these instances, our shipper will assess an Advancement Fee surcharge that will be billed to the party designated to pay duties and taxes.

Please be advised that Empire Supplies has no control over the duty and tax charges of the countries we ship too. The actual amount charged by customs may differ from any published rates. Country of origin information for your order can be provided by our Consultants to assist in estimating import duties. Please contact your local customs office for further details.

10. Limitations

Please note that products shipped internationally may not be designed in accordance with destination country standards, specifications, and labelling requirements. The customer is responsible for determining that products can be lawfully and legally imported into the destination country.

11. Privacy

Please note that international shipments are subject to opening and inspection by customs authorities. Additionally, information about your order, shipment and products contained therein may be communicated to our shippers and the customs authorities as part of the customs clearance process.

Last updated January 2017.