Shipping & Returns Policy

1. Shipping

• Physical SIMs and hardware are dispatched within 1–2 business days of your order.
• Standard delivery is free and typically takes 2–6 business days depending on your location.
• Express delivery (1–2 business days) is available at checkout for a flat $10 where something physical ships. eSIM-only orders have nothing to post, so no delivery fee ever applies to them.
• You'll see shipment progress in your customer portal, and tracking details by email once dispatched.
• We ship within Australia only, to the delivery address on your order.

2. Lost or damaged in transit

If your SIM or hardware doesn't arrive in a reasonable time or arrives damaged, contact us and we'll send a replacement at no charge. Nothing is activated until you choose to activate it, so a lost SIM can't be used by anyone else against your account.

3. Your consumer rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, compensation for other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality where that failure is not a major failure. Nothing in this policy limits those rights.

4. Change of mind

• Hardware (e.g. the Shift Smart Modem): return within 30 days of delivery, unused and in its original packaging, for a refund of the purchase price. Return postage for change-of-mind returns is at your cost.
• Physical SIMs: can't be returned once activated. Unactivated SIMs don't need returning — if you cancel before activation, there's nothing to send back and nothing further to pay.
• eSIMs: if you change your mind before activating, contact us and we'll cancel the service without charge.

5. Faulty hardware

Hardware that is dead on arrival or develops a fault within its warranty period will be replaced or refunded — your choice for a major failure — with return postage on us. Contact support first so we can troubleshoot and arrange the return.

6. How to start a return

1. Contact us on 1300 744 388 or [email protected] with your order number.
2. We'll confirm eligibility and email you return instructions.
3. Refunds go back to the original payment method within 10 business days of the return being received.