Shipping policy

Last updated: 25 October 2026

We ship to Australia and the United States. Questions? Email sunsnubstore@gmail.com.

1. SHIPPING COST

Every order to Australia and the United States gets free tracked shipping. We don't currently offer express shipping.

2. DISPATCH

We pack and dispatch orders within 1-3 business days (Monday to Friday). As soon as your order is dispatched, we'll email you a tracking number. If we can't dispatch within that time, we'll tell you before the time runs out (see section 6).

3. DELIVERY ESTIMATES

Australia: an estimated 5-15 business days after dispatch, on a tracked service delivered by a local carrier (usually Australia Post).
United States: an estimated 6-15 business days after dispatch, on a tracked service delivered by a local carrier.
Business days are Monday to Friday, excluding public holidays where your parcel is.
These estimates are based on our carriers' quoted delivery times, and we re-check them weekly during the November-December peak. Most parcels arrive within the estimate, but some take longer in the November-December peak, and we can't guarantee carrier times.
International tracking can take 3-5 business days to show movement after the first scan. That's normal.

4. CHRISTMAS 2026

Australia: order by 11:59pm Perth time (AWST) on Friday 27 November 2026 for the best chance of delivery before Christmas. This is an estimate, not a guarantee, because carriers are under peak-season pressure.
Orders placed after the cut-off may arrive after Christmas. We'll email you a free printable gift note (a card saying your gift is on its way), so you have something to give on the day.
United States: we're not offering a Christmas delivery estimate on US orders this year. If your order is a gift, please plan for it to arrive after Christmas. We'll send you a printable gift note if you ask.
Lunar New Year (around 6 February 2027): dispatch may pause for several days. We'll post the exact dates here in January.

5. CUSTOMS, DUTIES AND TAXES

Australia: no import duty or GST is collected at the border on these parcels (orders under A$1,000), so there's nothing extra to pay on delivery.
United States: we ship duties paid (DDP). We prepay duties and customs fees, so there's nothing to pay at the door.
If a carrier ever asks you for a duty or customs payment on a Sunsnub order, please contact us before paying. If you've already paid, send us the receipt and we'll reimburse you in full.

6. IF YOUR ORDER IS DELAYED

Before dispatch:

If we can't dispatch within 1-3 business days, we'll email you before that time runs out. The email gives a definite new dispatch date (or tells you we can't give one yet) and the choice to cancel for a full refund.
If the new date is within 30 days of the original dispatch deadline and you don't reply, we'll take that as your agreement to wait. You can still cancel any time before it ships.
If the new date is more than 30 days late, or we can't give one, we'll cancel and refund you automatically unless you tell us you want to wait.
If we then miss the new date, we'll cancel and refund unless you tell us you're happy to keep waiting.

After dispatch:

If we learn your parcel will miss its estimated delivery window, we'll email you a revised estimate and the choice to cancel for a full refund.

Refunds go back to your original payment method within 7 working days, and usually much sooner.

7. LOST PARCELS

If tracking hasn't shown 'delivered' within 20 business days of dispatch, contact us. We'll reship your order free or refund it in full, whichever you prefer.
If tracking shows 'delivered' but you can't find the parcel, check around your property, with neighbours, in your letterbox or parcel locker, and at your local post office. Then contact us and we'll open an investigation with the carrier. If the carrier can't show delivery to your address, we'll reship or refund, whichever you prefer.

8. DAMAGED IN TRANSIT OR WRONG ITEM

Email us a photo and your order number and we'll send a replacement free of charge. You usually won't need to send anything back. This doesn't limit your rights under our Refund Policy, the Australian Consumer Law or US law.

9. ADDRESS CHANGES AND CANCELLATIONS

We can usually change an address or cancel an order if you email us within 12 hours of ordering, before it's dispatched. Once a parcel has shipped, we can't redirect it.
Please double-check your address at checkout. If a parcel comes back or is lost because of an address error, we'll reship it; we may ask you to cover the reshipping cost at our cost price.
Please use a street address where you can. Some of our delivery partners can't deliver to PO Boxes or parcel lockers.

10. ORDERS WITH MORE THAN ONE MASK

All masks in one order ship together in one parcel, including any spare you add after checkout.

11. CONTACT

Email sunsnubstore@gmail.com. We reply within 1 business day (Monday to Friday).

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