Shipping Policy

At THE KOOKAI, we aim to make delivery as simple and reliable as possible. This Shipping Policy explains how we process, dispatch, and deliver your orders.

1. Order Processing

Orders are generally processed within 1-3 business days after payment has been successfully received.

Orders placed on weekends or public holidays may begin processing on the next business day.

During busy periods, sales, launches, or holidays, processing may take longer than usual.

2. Shipping Methods

We currently offer the following shipping option(s):

Standard Shipping: 3–7 business days
Express Shipping: 1–3 business days

Available shipping options will be displayed at checkout based on your delivery location.

3. Shipping Costs

Shipping costs are:

Standard Shipping: AUD $9.95
Express Shipping: AUD $14.95
Free Shipping: Free on orders over AUD $100

The final shipping cost will be shown at checkout before payment is completed.

4. Delivery Timeframes

Estimated delivery times begin after your order has been dispatched.

Australia: 3–7 business days

Delivery timeframes are estimates only and are not guaranteed unless specifically stated.

Delivery may take longer because of public holidays, courier delays, severe weather, high order volumes, customs processing, or circumstances outside our reasonable control.

5. Tracking Information

Where tracking is available, you will receive tracking information by email or through the contact details provided when placing your order.

Please allow up to1–2 business days for tracking information to become active after dispatch.

6. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply before the order can be resent.

7. Delivery Issues and Delays

If your order has not arrived within the expected timeframe, please contact us at:

info@thekookai.com.au

Please include your order number so we can investigate the delivery status.

If tracking shows that a parcel has been delivered but you cannot locate it, please check with household members, neighbours, and the delivery location before contacting us.