Shipping Policy

We’re a small (but mighty!) team doing our best to deliver great products and customer service — so we kindly ask for patience and kindness in all communications.

Thank you for being here and supporting our little business 💛

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1. Order Processing

Processing time is separate from shipping time.

• Orders are shipped within 5 business days from Perth, Western Australia.
• If an item is marked “Pre-Order”, the 5-day dispatch timeline does not apply.
• Shipping time begins once the package is scanned into an Australia Post outlet, this occurs on a business day only.

 

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2. +Signature or No Signature Delivery Options

“+Signature”:

• A signature is required upon delivery.
• If no one is home, your package may be taken to a holding facility for collection.
• You must actively track your parcel to avoid missed notifications or delivery attempts.
• Missed deliveries can result in extended delays or Return to Sender actions.
• See sections 3a and 3b for further details.

“No Signature”:

• You accept full responsibility for unattended delivery without signature.
• Tracking is essential to avoid loss or theft.
• Though rare, incorrect deliveries and stolen packages can occur.

See sections 8, 9, and 10 for more.

 

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3. Tracking & Enquiries

Once shipped, your parcel is handled by your local postal service, see section 9).

After receiving your shipping confirmation, immediately sign up for tracking notifications with your local postal service.

3a. No Tracking Updates?

If your parcel hasn’t updated in 5+ days, contact your local postal service directly.
This is your responsibility as the recipient and they are the only ones who can assist.

3b. Return to Sender

Uncollected items will be marked abandoned and returned.

• Our refund policy applies (see section 10).
• Items can be re-shipped at your cost, including the return fee we are charged.

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4. Shipping Methods

Domestic (Australia):

• Standard shipping (3–6 business days): FREE
• Express shipping (1–4 business days): $5
• Delivery times may vary in regional areas.
• You can opt out of “safe place” delivery via the AusPost app using your tracking number.
  • Recipient responsibility
  • See section 2

International:

• $25–$35 AUD for orders under 3kg (10–30 business days).
• Customs duties and taxes are the customer’s responsibility.
• Upon receiving your tracking email, sign up for local postal service notifications immediately.
  • See section 2

• USA Shipping Policy Update 15 Sep ‘25:

  Due to recent U.S. import and customs rule changes, PolEssentials now uses courier-only shipping for all USA orders.

  Any customs duties, tariffs, or import taxes applied on arrival are set by the U.S. government and customs authority, not by PolEssentials.

  Refusal to pay these fees will result in the parcel being returned at the buyer’s expense, and no refunds can be provided as shipping and return costs are already incurred.

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All Shipping Timeframe estimates; noted in business days

Destination	Standard	Express
AUS	3-8	1-4
NZ	5-10	3-6
Asia Pacific	5-12	4-6
USA & Canada	6-15	3-9
UK & Europe	6-15	4-10
Rest of World	8-10	4-15

Important Notes

• Shipping times are estimates only. Delays due to Australia Post or customs are not the seller’s responsibility.
• Ensure your delivery details are accurate at checkout.
• Tracking numbers must be retained in case of delivery issues.

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5. Shipping Delays or Enquiries

• Keep your tracking number to reference with your local postal service.
• Once handed to Australia Post, delays or delivery issues become the responsibility of the postal service and recipient, not the seller.
• Contact Australia Post or your country’s carrier for updates.

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6. Delivered Items

• Once marked “Delivered” by the courier, PolEssentials and/or the courier are not liable for stolen or missing items.
• If you suspect tampering, theft, or missing items, contact your postal carrier for proof of delivery and report the issue to your local police.
• If confirmed stolen or missing, please report the incident as a local criminal matter.
• We understand this can be frustrating; we may offer a discount code for repurchase as a gesture of goodwill.

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7. Correct Address

• It is the Buyer’s sole responsibility to input correct delivery information.
• The details you provide at checkout are used exactly on the shipping label.
• Errors cannot be corrected post-shipping and are not the responsibility of PolEssentials. Our Returns Policy applies should the customer input the incorrect address details.

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8. Returned to Sender

• No refunds are provided if a package is returned due to:
  • Non-collection
  • Incorrect address
• Additional costs incurred (including return shipping fees) will be deducted from your original payment.
• Ensure timely collection to avoid a Return to Sender scenario.

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9. Shipping Help & Carrier Contacts

Your parcel is handled by your country’s local postal service once it leaves Australia:

• Lastly, we do our best to protect our team and community — and that means we won’t tolerate rude, disrespectful, abusive behavior or fraudulent activity. We reserve the right to refuse service, not respond, or decline any requests based on this.
• Returns Policy