Shipping policy

Last Updated: [Insert Date]

Thank you for choosing Playzenkits. We understand how important it is to receive your therapeutic play kits safely and promptly. This Shipping Policy explains our shipping practices, delivery timeframes, and what to do if issues arise.

1. Shipping Locations

Domestic Shipping: We currently ship to all addresses within Australia, including:

  • All Australian states and territories
  • Metropolitan and regional areas
  • PO boxes and parcel lockers (where supported by carrier)

International Shipping: [We do not currently ship internationally / We ship to selected international destinations - please contact us for availability]

Delivery Restrictions: We may be unable to deliver to certain remote or restricted areas. If we cannot ship to your address, we will contact you to discuss alternatives or provide a full refund.

2. Shipping Costs

Shipping costs are calculated based on:

  • Your delivery location
  • Order weight and size
  • Selected shipping method

Shipping costs will be clearly displayed:

  • At checkout, before you complete your order
  • In your order confirmation email

Free Shipping: Free shipping is not currently available]

3. Processing Time

Order Processing:

  • Orders are typically processed within 1-3 business days of payment confirmation.
  • Business days are Monday to Friday, excluding Australian public holidays
  • Orders placed on weekends or public holidays will be processed the next business day

Peak Periods: During busy periods (holidays, sales, special promotions), processing times may be extended to 3-5 business days. We will notify you if significant delays are expected.

Order Preparation: Our play therapy kits contain delicate and fragile materials. We take extra care packaging each kit to ensure items arrive safely, which may require additional processing time.

4. Shipping Methods and Delivery Times

We ship via Australia Post 

Standard Shipping:

  • Delivery timeframe: 5-10 business days from dispatch
  • Available to all Australian locations
  • Tracking provided

Express Shipping:

  • Delivery timeframe: 2-5 business days from dispatch
  • Available to most metropolitan areas
  • Tracking provided
  • Additional cost applies

Delivery Timeframes: Please note that delivery times are estimates only and not guaranteed. Actual delivery times may vary due to:

  • Carrier delays
  • Weather conditions
  • Remote locations
  • High-volume periods
  • Incorrect delivery addresses

5. Order Tracking

Tracking Information: Once your order is dispatched, you will receive:

  • A shipping confirmation email
  • Tracking number and link
  • Expected delivery date (estimate)

How to Track: You can track your order by:

  • Clicking the tracking link in your shipping confirmation email
  • Visiting [carrier website] and entering your tracking number
  • Logging into your Playzenkits account

Tracking Updates: Please allow 24 hours after dispatch for tracking information to appear in the carrier's system.

6. Delivery

Delivery Address:

  • You are responsible for providing an accurate and complete delivery address
  • We are not responsible for delays or non-delivery due to incorrect addresses
  • Please double-check your address before completing your order

Delivery Requirements:

  • Signature may be required upon delivery (depending on carrier and order value)
  • If no one is available, the carrier will leave a card with collection instructions
  • Packages may be left in a safe place at the driver's discretion

Delivery Notifications: You may receive SMS or email notifications from the carrier with:

  • Delivery day notifications
  • Estimated delivery windows
  • Delivery confirmation

Safe Place Instructions: During checkout, you can provide "safe place" delivery instructions (e.g., "leave on front porch," "leave with neighbour"). However:

  • Safe place delivery is at the carrier's discretion
  • We are not responsible for items left in safe places that are lost or stolen
  • We recommend requiring a signature for valuable orders

7. Packaging

Secure Packaging: Given the fragile and therapeutic nature of our products, we:

  • Use sturdy boxes and protective materials
  • Carefully wrap delicate items individually
  • Include fragile handling stickers on packages
  • Test our packaging methods regularly

Environmental Responsibility: Where possible, we use recyclable and eco-friendly packaging materials. We encourage you to recycle or reuse packaging.

8. Delivery Issues

Damaged During Shipping: If your package arrives damaged:

  1. Do not discard the packaging - we may need photos for carrier claims
  2. Contact us within 48 hours of delivery at [your email]
  3. Provide photos of:
    • The damaged box/packaging
    • The damaged product(s)
    • Your order number

We will arrange a replacement or full refund at no cost to you.

Missing or Lost Packages: If your tracking shows "delivered" but you haven't received your package:

  1. Check with household members and neighbours
  2. Look in safe places around your property
  3. Wait 24 hours (sometimes marked delivered early)
  4. Contact us at [your email] with your order number

We will investigate with the carrier and provide a resolution (replacement or refund).

Delayed Delivery: If your order is significantly delayed beyond the estimated delivery date:

  1. Check your tracking for updates
  2. Wait an additional 2-3 business days (carriers sometimes update late)
  3. Contact us at [your email]

We will investigate and keep you informed of progress.

Wrong Items Received: If you receive incorrect items:

  1. Contact us immediately at [your email]
  2. Provide your order number and photos of items received
  3. Do not use or open incorrect items

We will arrange for correct items to be sent and coordinate return of wrong items at our expense.

9. Undeliverable Packages

Returned to Sender: Packages may be returned to us if:

  • Delivery address is incorrect or incomplete
  • Multiple delivery attempts failed
  • Recipient refused delivery
  • Package was unclaimed

What Happens Next: If your package is returned to us:

  • We will contact you to confirm the correct address
  • You may need to pay additional shipping costs for redelivery
  • If you choose not to reship, we will refund your order minus original shipping costs and any restocking fees

10. Order Modifications

Changing Your Order: To modify your shipping address or order details:

  • Contact us immediately at [your email]
  • Once dispatched, we cannot modify orders
  • We cannot redirect packages already in transit

Cancelling After Dispatch: If you need to cancel after your order has been dispatched, please refer to our Return Policy. You will be responsible for return shipping costs.

11. PO Boxes and Parcel Lockers

Australia Post PO Boxes: We can ship to PO boxes where supported by our carrier.

Parcel Lockers: We can ship to Australia Post Parcel Lockers. Ensure you provide:

  • Complete parcel locker address
  • Your unique parcel locker number
  • Your name and contact number

Note: Large kits may not fit in parcel lockers. Choose standard address delivery for bulky orders.

12. Multiple Items or Split Shipments

Multiple Items: If you order multiple kits, they may be shipped:

  • Together in one package (most common)
  • In separate packages (if items are large or from different locations)

Split Shipments: If items ship separately:

  • You will receive separate tracking numbers
  • Items may arrive on different days
  • You will only be charged shipping once (unless otherwise stated)

13. Customs and International Orders

[If you offer international shipping, include:]

International Shipping: For international orders:

  • Delivery times vary by destination (typically 10-21 business days)
  • Customers are responsible for all customs duties, taxes, and import fees
  • We cannot control customs processing times or costs
  • Packages may be inspected by customs authorities

Customs Declarations: We accurately declare all items and values for customs purposes. We cannot mark items as "gifts" or undervalue products.

14. Shipping During Peak Periods

Holiday Seasons: During peak periods (Christmas, Easter, EOFY sales, etc.):

  • Processing times may be extended
  • Carrier delivery times may be longer
  • We recommend ordering early to avoid disappointment
  • Cut-off dates for holiday delivery will be posted on our website

15. Insurance

Standard Coverage: All shipments include basic carrier insurance covering loss or damage during transit.

High-Value Orders: For orders over $[amount], we may require a signature on delivery for security purposes.

16. Contact Us

For shipping enquiries, tracking assistance, or delivery issues, please get in touch with us:

Email: info@playzenkits.com.au
Phone: 0433383324
Business Hours: Monday-Friday, 9am-5pm AEST

Please have your order number ready when contacting us.

17. Australian Consumer Law

Nothing in this Shipping Policy affects your rights under Australian Consumer Law. If products fail to meet consumer guarantees due to shipping damage or other issues, you are entitled to remedies as required by law.

For more information about returns and refunds, please see our Return Policy.

18. Changes to This Policy

We may update this Shipping Policy from time to time. Changes will be posted on this page with a new "Last Updated" date. Please review this policy periodically.