FAQ

Standard orders: we aim to process and dispatch all orders within 3-5 business days. This processing time allows us to ensure the accuracy and quality of your order before it is dispatched. Pre-order products: due to the nature of the product manufacturing process, some items are only available on a pre-order basis. A 50% deposit will be collected upfront, and the remaining balance must be paid before the product is dispatched. Pre-order products will be dispatched within 1-2 weeks after your order is processed. Custom design products: if you’ve selected our design assistance service, please allow an additional 2–3 business days for the illustration process. Depending on the pre-production communication lead time, custom-designed products are estimated to dispatch within 1-2 weeks after your order is processed (excluding time for communication for illustration process). If you have any concerns about the whereabouts of your order, please don’t hesitate to reach out to our customer service team by sending email to support@taibaak.com.

If your tracking number shows a ‘pending’ status, it usually means your package is being prepared and sorted before being scanned at the Australia Post warehouse. This is a temporary status and a common part of the initial shipping process. We appreciate your patience and recommend allowing a few business days for tracking updates to appear.

Paying a deposit helps us secure your order and begin the production process, especially for items that are made-to-order or produced in limited quantities. Your deposit confirms your commitment and allows us to manage inventory, materials, and timelines more efficiently. The remaining balance will be collected before your item is dispatched, as outlined in our Pre-Order Policy. We understand how exciting it is to receive your order, and we do our best to meet the estimated delivery timeline for all pre-orders. If there are any significant delays, we’ll keep you informed every step of the way.

The remaining balance must be paid before your pre-order product is ready to be dispatched. We’ll keep you updated and notify you when it’s time to complete your payment. We recommend reviewing our Pre-Order Policy before placing your order. We understand how exciting it is to receive your order, and we do our best to meet the estimated delivery timeline for all pre-orders. If there are any significant delays, we’ll keep you informed every step of the way.

Cancellation depends on the situation. We recommend reviewing our Pre-Order Policy for detailed information and guidance on your order.

If you are not at home when the courier attempts to deliver your order, they will either leave a card at your door, send you an email, or update your tracking information with instructions on how to arrange a new delivery time or collect your parcel from a nearby collection point. If you do not arrange redelivery or collect your parcel within 14 days, the parcel may be returned to us.  In such cases, re-organising an alternative delivery will incur an additional charge of $25 per parcel, which covers the courier’s return charge and the cost of reshipping your parcel. Alternatively, you may choose to receive a credit refund for your order, less a $25 per parcel fee to cover the cost incurred for the courier’s return of the package. As a customer, it is your responsibility to monitor your parcel and tracking information closely. If your tracking information indicates that your parcel has been delivered but you have not received it, please contact us at support@taibaak.com within 3 business days. After 3 business days from the indicated delivered date in the tracking information, any issues related to the non-receipt of the parcel will not be considered our responsibility.

We currently ship only within Australia. However, if you’re located outside Australia and would like to make a purchase, please feel free to contact us at support@taibaak.com — we’d love to explore possible options for you!

Our warehouses are located in both Australia and China, allowing us to offer efficient and timely delivery. The dispatch location depends on stock availability and personalized design requirements. Read more on our Shipping Policy page.

Unfortunately, warehouse pickup is currently unavailable.