FAQs
Shipping
Please note: this policy forms part of our Terms of Service of sale of all items available for purchase on this website.
Regardless of where your package is being shipped to, we process and dispatch within 3-4 business days of receiving your order, except for public holidays, weekends or other exceptional times where noted on the website. At these times, your order will be processed and dispatched on the following business day.
If there are any unforeseen circumstances and the orders cannot be dispatched within 3 business days, you will be contacted via email with more information. Items may be shipped separately depending on availability at time of processing. Preorder or backorder items will be shipped on arrival at our warehouse. You will be notified with an ETA if this is the case.
Unfortunately we are unable to deliver to a PO BOX. If a PO BOX address is provided, you will be contacted to reconfirm your shipping address.
If you are concerned that your order has been lost or misdelivered, we ask that you contact us as soon as possible so we may investigate. Please allow 24-48 hours for your tracking details to be updated.
Please note that the estimated delivery times provided below are a guide only and can change depending on the time of the year, holiday periods, weekends, severe weather and deliveries to rural areas. We thank you for your patience!
Standard domestic shipping via Sendle, Australia Post
- A$15 flat rate shipping for orders under A$150
- Free shipping for orders A$150+
Delivery time frame:
- All Australian cities except WA & QLD – 1-5 business days
- WA & QLD and regional areas – 5-20 business days
Express domestic shipping via courier (Star Track, TNT, Hunter Express), Australia Post Express depending on estimated delivery time
+A$35 for all VIC and NSW orders
+A$45 for all ACT, TAS, WA, NT, QLD orders
Delivery time frame:
1 - 8 business days depending on distance from Victoria
Please get in touch via hello@snowkids.com.au if you require expedited domestic or international shipping. We will be very happy to organise a customised quote for you and get you what you need to where you need it as quickly as possible.
Please provide the correct delivery address for your order as SnowKids is not responsible for any packages lost due to incorrect recipient address and will not be able to reimburse for the lost package and its contents.
If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement.
If no one will be available to receive delivery of your package during business hours, a notification will be left at the delivery address with further details on how to collect your package.
Once your order has been processed and dispatched, you will receive a notification email with a tracking number that you may use to track the progress of your order.
*SnowKids chooses to ship all Australian Post orders over A$400 with 'signature on delivery'. If you would prefer not to have this option, please leave us a note on your order. 'Signature on Delivery' is included on deliveries with all other couriers.
If you believe your order has been delayed or you have not received your tracking details within 48 hours of having placed your order, please contact us at hello@snowkids.com.au and we will lodge an enquiry for you.
We work with a variety of delivery partners such as Australia Post, Sendle, TNT, Star Track, Aramex and Couriers Please who may utilise third party contractors. As such, SnowKids is not liable for the failure of individual third party contractors to hand deliver items as requested, or situations when a notification card is left.
In the rare event that the product you have ordered is sold out or unavailable on the same day of your purchase, a member of the SnowKids team will be in touch within 48 hours to offer a similar product to the same original value of your purchased unavailable product or to process a refund on your behalf.
Your order will be dispatched as per our usual standard processing time frame of 3 business days from receiving your order.
Risk in each order passes to you on delivery to your nominated address. You must sign for your delivery, unless you’ve given authority to leave unattended. If you ask us to deliver to an address and you’re not there, but someone else at the address signs for the parcel, the order will be taken to have been delivered on leaving the order with that person.
If we accept a return of any goods, risk in those goods will revert to us on our confirmation of receipt of the returned goods. We recommend you insure goods you return to us against loss or damage in transit. See also our Returns Policy.
While we can help to investigate a lost or missing order, we make no representations as to responsibility or liability for any lost or misdelivered order. SnowKids seeks to minimise the incidences of lost or missing deliveries by having all our packages trackable and requiring a signature on delivery.
Please contact us as soon as possible if you believe your package is missing so we can assist by lodging an enquiry for you with the delivery service. We would also require that you contact the relevant delivery service to investigate too.
