Shipping & Returns Policy

Shipping & Returns Policy

[Last updated July 2025]

 

J.R. Sonder & Co. ("we" and "us") is the operator of (https://www.jrsonder.com) ("Website"). By placing an order through this website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to protect and set expectations on our service mutually.

 

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website, but from time-to-time, there may be a stock discrepancy, and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

 

This price will be the final price for the shipping cost to the customer.

 

Standard Delivery costs $9.95. Express Delivery costs $14.95. The above is applicable to orders that exceed weight limits for standard and express postage. You will be notified before payment if your order exceeds the weight limits for the mentioned standard and express delivery costs. 

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2.1 Which countries do you ship to?

We ship to most countries, states, and territories except for “Israel”.

 

We monitor the “The United States of America” and reserve the right to accept orders from its states on an order by order basis.

 

We reserve the right to, at any time, deny acceptance of an order to a country that is Anti-Arab, that We view as engaging in geopolitical actions acute to terrorism and white supremacy, or committing genocide. 

 

3. Returns

3.1 Return Due To Change Of Mind on Goods

We accept returns due to change of mind on physical goods.

 

Your right to cancel an Order only applies to Physical Goods that are returned in the same condition as You received them. You should also include all of the products instructions, documents and wrappings. Goods that are damaged or not in the same condition as You received them or which are worn simply beyond opening the original packaging will not be refunded. You should therefore take reasonable care of the purchased Goods while they are in Your possession.

 

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

 

You will not have any right to cancel an Order for the supply of any of the following Goods:

• The supply of Goods made to Your specifications or clearly personalised.

• The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.

• The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

• The supply of digital content which is not supplied on a tangible medium if the performance has begun with Your prior express consent and You have acknowledged Your loss of cancellation right.

• The purchaser holds and displays anti Arab sentiment, pro genocide sentiment, or any other view that dehumanises a person or population that is harmful to greater humanity.

 

3.1.1 Process for Returns of Physical Goods due to Change of Mind

We will happily accept returns due to damage to physical goods during shipping transit as long as the request to return or replace is received by us within 7 business days of receipt of item (delivered) and the goods are returned to us within 14 business days of our response in the condition outlined in Section 3.

 

Return shipping will be paid at the customer's expense and will be required to arrange their own shipping.

 

Once returns are received and accepted, refunds will be processed to the original payment method. We will notify you once this has been completed through email.

 

We will refund the value of the goods returned but will NOT refund the value of any shipping paid.

 

3.2 Returns of Digital Products

We do not accept returns of digital products.

 

3.3 Physical Goods Damaged or Lost in transit

We will happily accept returns due to damage to physical goods during shipping transit as long as the request to return or replace is received by us within 7 business days of receipt of item (delivered) and upon completion of investigation as outlined in 3.3.1 and 3.3.2.

 

Additionally, evidence in the form of photographs will be required at time of return request/replacement including the state in which the product was received by courier. The state of the physical product once opened before any form of use.

 

3.3.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim and the investigation finds the courier is at fault.

 

3.3.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost and the investigation finds the courier is at fault.

 

3.3.3 The Courier is not at fault

At the cessation of investigation, if the courier is deemed to not be at fault, We will not refund or replace goods.

 

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days.

 

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout.

 

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of an order.

 

Our business operates on Monday - Friday during standard business hours, except on national holidays at which time the business will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

 

Orders placed before 10.00 AM AEDT Monday - Thursday will be shipped with 2 business days of payment. 

 

Orders placed after 10.00 AM AEDT Friday - Sunday will be shipped with 2 business days from the following Monday.

 

4.4 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched. 

 

4.5 P.O. Box Shipping

We will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

 

4.6 Military Address Shipping

We are not able to ship to military addresses.

 

4.7 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order.

 

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

 

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

 

6. Parcels and Transit

6.1 Parcel Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact team@jrsonder.com.

 

6.2 Parcel Delivered in Your Absence and Missing

If you find a parcel was delivered in your absence and is now missing, please contact the courier in the first instance with your tracking number.

 

If the courier is not assistive, please contact team@jrsonder.com.

 

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

 

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in the destination country.

 

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to Section 3 of this policy.

 

9. Customer Service

For all customer service enquiries, please submit an enquiry to team@jrsonder.com.