At times, customers may notice a difference between the postage cost charged during checkout and the actual postage amount shown on the parcel label. We understand this can be confusing, so we’d like to clarify why these discrepancies can occur.

1. Estimated Postage Calculation

Postage costs are estimated based on several factors such as:

• Post regions (e.g., metro, rural, or remote)

• Item dimensions and weight

• Quantity of items

Due to these variables, achieving exact postage calculations for every order is challenging. The system aims to provide a fair estimate, but minor differences are sometimes unavoidable.

2. System-Generated Calculations

Our online system calculates postage using predefined rules. While this process generally ensures accurate charges, there may occasionally be instances where the system undercharges or overcharges.

• If the system undercharges, we will not request additional payment from the buyer unless the discrepancy is over 50%.

• If the system overcharges, we are committed to addressing concerns where significant discrepancies (eg. over 50%) occur when a valid reverse trip postage quote is presented.

3. Automation for Efficiency

Automating the postage calculation process helps streamline online purchases and minimize delays. If we relied on manual calculations for every order, this added labour cost would inevitably lead to higher overall prices.

4. Reviewing Postage Settings

We carefully review and adjust our postage calculation settings if we notice frequent or significant discrepancies for specific regions or order types. However, reviewing postage accuracy on a per-order basis would be extremely time-consuming and costly.

5. Complex Cost Structures

Postage costs can be complex. The amount shown on the parcel label may not always reflect the true cost, as additional factors such as handling fees, packaging materials, and order processing are often factored into the total.

Our Commitment

We are committed to fair pricing and ensuring our customers have a smooth shopping experience. If you believe you’ve been significantly overcharged, please feel free to provide us with a reverse trip postage quote, and we’ll be happy to assist.