FAQ

Shipping and delivery

How long will my order take?
Most items ship from our overseas partner warehouses: 1–3 business days to process and 10–20 business days in transit, so 11–23 business days in total. Items marked as held in an Australian warehouse arrive in about 4–9 business days. Full details are in our Shipping Policy.

Where do you ship from?
APOLLOCHI is registered in Singapore. Our products are dispatched directly to you by our manufacturing partners, most of which are in mainland China. Some stock is held in Australia and is marked as such on the product page.

Do you ship outside Australia?
Not yet. We deliver to Australian addresses only.

How much is shipping?
Free, on every order, to any Australian address. The price on the product page is the price you pay.

Will I be charged duties, taxes or GST?
No — nothing extra at checkout and nothing on delivery. Two separate reasons: Australia does not collect customs duty or import GST on consignments valued at A$1,000 or less, and every item we sell is well under that value; and overseas sellers only charge Australian GST once turnover reaches A$75,000, which we are below. The courier will not ask you for money and your parcel will not be held for payment.

How do I track my order?
You get a tracking number by email at dispatch. Allow 3–7 business days after dispatch before tracking starts updating — international parcels often show no movement in the first week while they consolidate. This is normal.

My tracking has not moved in a week. Is my parcel lost?
Almost certainly not. Consolidation and customs both cause quiet periods. If your order passes 25 business days with no delivery, email us and we will chase the carrier and update you within 2 business days.

I ordered several items and only one arrived.
Items often ship separately and arrive on different days, each with its own tracking number. Nothing extra is charged for this.

Returns, refunds and warranty

What is your returns policy?
30 days from delivery, for any reason. If the item is faulty, damaged or not as described, we pay return shipping. For change of mind, you pay return shipping. Either way you get a full refund of the item price, with no restocking fee. See Returns & Refunds.

How do I start a return?
Email hello.apollochi@gmail.com with your order number and reason. We reply within 1 business day with an RMA number and the return address. Please do not ship anything back before you have that number.

My item arrived damaged.
Send us photos of the item and the packaging within 7 days of delivery. In most cases we refund or replace immediately without asking you to ship anything back.

Is there a warranty?
Yes — 12 months against manufacturing defects on every product, on top of your rights under the Australian Consumer Law.

Can I cancel an order?
Yes, in full, any time before it is dispatched. Email us as soon as you can.

Products

Why do you only stock about thirty products?
Because we would rather know a short list properly than list thousands we have never handled. More on that on our About page.

Do you sell pet food, treats or supplements?
No, and we do not intend to. Anything your pet eats deserves a specialist retailer with proper import and cold-chain handling.

Are your product photos the actual item?
Yes. The primary image on every product page shows the item that will be shipped to you.

Do the GPS trackers need a subscription?
Some do. Where a subscription or SIM plan is required, we say so clearly on that product's page, including the cost. We will not let you find that out after it arrives.

What voltage do the powered products use?
Everything we sell for the Australian market is either USB-powered, battery-powered, or supplied with an Australian plug. If a product needs mains power, that is stated on its page.