Shipping policy

Order Processing

Orders are typically processed and prepared for shipment within 1–5 business days from the date of purchase.

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information, where available. Please ensure the email address entered during checkout is correct.

If you have not received tracking information by the end of the fifth business day, please check your spam or junk folder before contacting us.

Processing Delays

If your order has not shipped by the sixth business day, the delay will be flagged and escalated to our fulfilment team.

Please allow up to 3 additional business days for your tracking information to become available.

Business days do not include weekends or public holidays.

Estimated Delivery Times

Once your order has been shipped, estimated delivery times are:

  • United States: 7–12 business days

  • International orders: 6–12 business days

These delivery estimates begin from the date your order is shipped, not the date your order is placed.

Delivery times are estimates only and may be affected by customs processing, carrier delays, local postal services, holidays, weather conditions, or other circumstances outside our control.

Tracking Information

Tracking updates may not always appear immediately after your order has shipped.

Possible reasons include:

  • The carrier may not scan the package until it reaches a regional distribution centre.

  • The first tracking update may not appear until the package is close to delivery.

  • Carrier tracking systems may experience delays.

  • Some international shipping services may provide limited tracking or no tracking information.

A lack of tracking updates does not necessarily mean that your package has stopped moving.

Delayed Orders

United States Orders

If your order has not arrived within 20 business days after shipment, please allow an additional 5 business days for delivery. (please note delays like this are very rare)

International Orders

If your order has not arrived within 25 business days after shipment, please allow an additional 5 business days for delivery. (please note delays like this are very rare)

Most delayed packages arrive during this additional delivery window.

Extended Delays

Please contact us if your order has not arrived within:

  • 30 business days after shipment for United States orders; (please note delays like this are very rare)

  • 35 business days after shipment for international orders. (please note delays like this are very rare)

Our team will investigate the shipment with the fulfilment provider or shipping carrier. Please allow 2–5 business days for us to provide an update.

How Delivery Estimates Are Calculated

Estimated delivery dates are calculated by adding the estimated carrier transit time to the date your order is expected to ship.

Transit times are counted in business days and generally exclude:

  • Saturdays and Sundays;

  • public holidays;

  • customs processing delays; and

  • unexpected carrier disruptions.

Any estimated delivery date or checkout countdown displayed before placing an order is an estimate and may change. The information provided in your order confirmation will reflect the final estimate available when your order is placed.

Free Shipping

Orders placed using a free shipping option are targeted to arrive within 7–12 business days after shipment.

Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact us as soon as possible if you notice an error in your shipping information. We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

We are not responsible for orders delayed, lost, or returned because of an incorrect or incomplete address supplied by the customer. Additional shipping charges may apply if an order must be resent.

Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product price or shipping cost.

Customs processing may also cause delivery delays beyond the estimated timeframe.

Lost, Stolen or Delivered Packages

If tracking shows that your package has been delivered but you cannot locate it, please:

  1. Check around your property and any safe delivery locations.

  2. Ask household members, neighbours, building reception, or property management.

  3. Contact the shipping carrier for further delivery information.

  4. Contact our support team if the package still cannot be located.

We are not responsible for packages that are stolen after being marked as delivered. However, we will review each case and provide reasonable assistance where possible.

Contact Us

For questions about your order or shipment, please contact us through our Contact Us page.

Please include your full name, order number, and the email address used when placing your order. Our support team aims to respond within 48 hours.