Once a transaction is complete, the order is sent to Australian Opal Direct and the items are carefully selected and hand packaged. Processing of each order takes 24 - 72 hours from the purchase date (excluding weekends) and the client is notified of the delivery details once the parcel is dispatched. Shipping dates are calculated from the date the parcel is physically dispatched. If an item is temporarily unavailable, the customer will be notified immediately of the expected dispatch date. In the unlikely event that there is a delay in shipment and/or fulfillment, the client will be notified immediately. 

We are proud to offer complimentary worldwide shipping insurance on all parcels dispatched from our processing facilities. Because of the valuable nature of Opal Gemstones, all packages are automatically tracked, insured, and will require a signature upon delivery. These additional measures to secure the safety of your goods are automatically included in the total shipping price. While we provide complimentary shipping insurance, AOD is not responsible for carrier delays.  Inventory is shipped from Australia and the USA. While shipping fees are accounted for during checkout, depending on the destination country and price of the shipment, customs charges (including duties, taxes, port handling fees and other customs charges) may be applicable. These charges are subject to the regulations of the destination country and the sole responsibility of the purchaser / customer.

Australian Opal Direct ships all orders to the shipping address provided by the customer. AOD accounts and PayPal accounts offer the customer the opportunity to update or change the shipping address prior to completing the order online. If the customer does not properly update the shipping address before completing the order Australian Opal Direct must be immediately contacted to see if the information can be corrected. Australian Opal Direct prides itself on how quickly we ship our products from our warehouse. If we are not notified within an hour it is highly unlikely the correction can be made. If the package has already shipped, there is a very limited amount of support we can assist with, but we will go over our options to help get your package on the right track.

Customers are responsible for submitting the complete required address information. UPS, USPS-United States Postal Service, International Post or private courier will not deliver package to a given address unless the package is addressed to the listed resident. If you are shipping to a business the address must include the business name along with the customer's name so that the post, UPS, and courier most likely will not deliver the package.

Australian Opal Direct shipping labels are generated by a computerized shipping tool it creates the label based on the zip code/ postal code. If your zip or postal code is not corrected the shipping label may be created incorrectly. AOD is not responsible for any additional charges needed to reship or retrieve a package. Australian Opal Direct is not responsible for any lost packages that the address was incorrectly provided.

If a customer no longer wants to receive the package after submitting incorrect address information, Australian Opal Direct will only refund the merchandise charges when the package is returned to Australian Opal Direct, the shipping charge fees will not be refunded.

It is the customer's responsibility to track and locate their delivered package. If you are unable to locate your delivered package, please contact Australian Opal Direct within 5 business days of the posted delivery date.

All parcels are insured and there is a limited time frame to file a claim. If we are beyond the claim time frame Australian Opal Direct is limited on the actions we can take. Failure to notify Australian Opal Direct immediately because you are unable to locate your delivered package results in the lost / stolen package as your responsibility.

Due to impacts of the COVID-19 global pandemic, there may be delays with estimated delivery dates. In light of these unprecedented times and associated postal delays, a refund due to shipping delays can only be processed after 40 days have passed from the original date of shipment. This time frame is mandated by the postal service insurance company and allows for the processing time required to confirm a parcels official status. To ensure faster service, we highly recommend selecting FED EX Shipping upon checkout. We appreciate your understanding and patience. 

To contact us, please e-mail: and we will respond to you within 24 - 48 hours.