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Additional 10% off when you spend $100+
We aim to ship all orders within 24 hours, or next business day.On rare occasions where we cannot dispatch within 1 business day, we will ship the order as fast as possible.
All orders are shipped via Australia Post.
Australian Shipping
New Zealand Shipping
*Remote and rural areas, may incur a shipping surcharge.
TRACKING NUMBERS
All Australian orders are shipped with full door-to-door tracking. You can track your AU order byentering your tracking code here.
Most New Zealand orders are shipped with door-to-door tracking, however on occasions this may only be tracked once the order passes through NZ customs.
New Zealand orders require you toenter your tracking number on the NZ Post site here, even when shipped from Australia using Australia Post.
If your order within Australia has been in transit for more than 10 business days,please complete this form here. We will ask the courier to investigate the whereabouts of your parcel.
SHIPPING INSURANCE
At Checkout, your order will be automatically insured, unless you choose to uncheck the insurance box. With no shipping protection, your order is not covered for loss, damage, or theft. Any claims on un-protected orders are the responsibility of the shipping courier.I HAVEN'T RECEIVED MY COCONUT BOWLS
Please check the tracking link that you should have received via email. If there is limited information there may be a postal service delay (or customs delay if you’re from New Zealand).
We kindly ask that you remain patient, and only ask us to investigate if it has been more than 10 business days since you placed your order.
If your order has not arrived within 10 business days and the tracking information is unclear, please complete a Route shipping insurance claim here.
If you did not add shipping insurance to your order, please file a claim with the courier.
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, mis-delivery errors, due to incorrect shipping addresses.
If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. Alternatively, we can ship your order to your correct address. The shipping fees will be invoiced to the customer before re-shipping your order.
On rare occasions parcels do get lost in transit. While we are not responsible for any lost parcels, we want to ensure you receive the products that you ordered. If you believe your package has been lost, please complete a Route shipping insurance claim here. If you did not add shipping insurance, please review your tracking information and contact the postal carrier to request an investigation into the whereabouts of your order.
Shipping carriers typically request up to 21 days to find lost parcels after the last update on the tracking was made.
RETURNED PACKAGES
If your package gets returned to us due to being "uncollected" or "un called for", you may choose to be refunded for the product(s), not for shipping or alternatively, we can ship your order again. The shipping fees will be invoiced to the customer before re-shipping your order.
SHIPMENTS MARKED AS DELIVERED
If you have not received your order and the tracking suggests delivery, please complete a Route shipping insurance claim here. If you did not add shipping insurance, please review your tracking information and contact the postal carrier to request an investigation into the whereabouts of your order.
It is the customers responsibility to contact the courier for further information about delivery, as often this may be held for you at the local post office, may have been left with a neighbour or left in a secure place for you.
While we are not responsible for any parcels marked as delivered, we want to ensure you receive the products that you ordered, which is why we pre-select Route shipping insurance on all orders. If you unchecked the insurance shipping box, we recommend filing a claim with the courier for a refund of your purchase and any shipping costs, most couriers will provide a refund of up to $100.
PRODUCTS ARRIVE DAMAGED
Please complete a Route shipping insurance claim here. Shipping couriers can be rough, we want to ensure you receive the products that you ordered, which is why we pre-select Route shipping insurance on all orders. If you did not add shipping insurance, we can provide you with a credit for the damaged items, however you must place your order again. We do not ship replacements for products damaged in transit, all claims must be processed via Route.
The customer is responsible for any additional shipping charges, duties and taxes as a a result of importing. We highly recommend that you consult your country’s tax and duties requirements before purchase. Customers are responsible for paying International Customs Charge, when applicable, which is not included with purchase.
