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SHIPPING

Kelpie ships from Sydney, Australia.

We offer complimentary express shipping within Australia and complimentary international express shipping to destinations available at checkout.

AUSTRALIA

Complimentary Australia Post Express shipping.

Orders are dispatched from Sydney and typically arrive within 1–2 business days in metropolitan areas after dispatch.

Delivery times are estimates and may vary depending on your location, public holidays, weather, carrier delays and other circumstances outside of Kelpie's control.

WORLDWIDE

Complimentary Australia Post International Express shipping to 220+ destinations worldwide, where International Express is available.

International Express includes tracking and Signature on Delivery and generally takes 3–6 business days between major metropolitan areas, excluding time spent in customs.

Delivery times vary by destination and are estimates only.

If your country is available at checkout, we can ship to you.

Some destinations may be temporarily unavailable due to postal service restrictions, customs requirements or circumstances outside of Kelpie's control.

DUTIES & TAXES

Kelpie covers applicable duties and taxes on international orders.

You will not be asked to pay additional import duties or taxes to receive your order where our shipping service covers those charges.

International customs requirements vary between countries. Kelpie is responsible for the applicable charges covered under our shipping arrangement, but cannot control customs processing times, inspections or changes to destination-country regulations.

If a destination imposes a charge that is not covered by our shipping arrangement, we will contact you before proceeding wherever possible.

ORDER PROCESSING

Orders are generally processed and dispatched from Sydney within 1–2 business days.

Orders placed on weekends or Australian public holidays will be processed on the next business day.

Once your order has been dispatched, you will receive an email containing your tracking information.

During launches, sales, public holidays or periods of unusually high order volume, dispatch may take slightly longer. If there is a significant delay, we will let you know.

TRACKING

All Kelpie orders are sent with tracking.

Once your order has been dispatched, your tracking number will be emailed to you. Tracking updates may take some time to appear after the parcel has entered the postal network.

International Express also includes Signature on Delivery.

DELIVERY ADDRESS

Please make sure your delivery address is complete and accurate before placing your order.

Kelpie is not responsible for delays, failed deliveries or additional costs resulting from an incorrect or incomplete address supplied at checkout.

If you realise that you have entered the wrong address, contact us as soon as possible at hello@kelpieswim.com.au. We will do our best to assist, but we cannot guarantee that an address can be changed once an order has been dispatched.

FAILED OR MISSED DELIVERY

If nobody is available to receive your parcel, Australia Post may leave a card or redirect the parcel to a collection point, depending on the destination and local delivery procedures.

Please follow the instructions provided by the carrier to arrange collection or redelivery.

If a parcel is returned to Kelpie because it was not collected, the address was incorrect or delivery was otherwise unsuccessful, we will contact you to arrange the next step.

Additional postage may apply to resend an order where the failed delivery was caused by incorrect address information, failure to collect the parcel or circumstances within the customer's control.

CUSTOMS & INTERNATIONAL DELAYS

International orders must pass through the customs process of the destination country.

Customs authorities may inspect parcels or require additional information before releasing them. These processes are outside of Kelpie's control and can occasionally cause delays.

Australia Post requires customs declarations for international parcels, and accurate information such as the product description, value, country of origin and HS tariff classification is used to help shipments clear customs.

Kelpie cannot guarantee a specific delivery date for international orders.

RESTRICTED DESTINATIONS

Australia Post maintains destination-specific restrictions and prohibited or restricted item requirements. Availability of shipping destinations may therefore change from time to time.

The destinations available at checkout represent the destinations to which Kelpie can currently ship.

PO BOXES & PARCEL LOCKERS

Delivery to PO Boxes and parcel lockers may be available depending on the destination and postal service.

Because International Express includes Signature on Delivery, signature requirements may differ for PO Boxes, parcel lockers and other delivery arrangements where a signature cannot be obtained.

LOST OR DAMAGED ORDERS

If your parcel appears to be lost, significantly delayed or arrives damaged, please contact us at hello@kelpieswim.com.au with your order number and tracking information.

We will work with you and the carrier to investigate the shipment and resolve the issue.

Please retain the original packaging if your parcel arrives damaged, as photographs or other information may be required when making a carrier claim.

DELIVERY ESTIMATES

Delivery estimates are provided as a guide only.

They do not include:

Order processing and dispatch time
Customs clearance
Public holidays
Severe weather
Postal service disruptions
Incorrect or incomplete delivery information
Delays caused by local customs authorities
Other circumstances outside Kelpie's control

Once a parcel has been handed to Australia Post, delivery is the responsibility of the carrier. Kelpie will, however, assist with tracking and carrier enquiries where possible.

CHANGES TO SHIPPING

Shipping services, destination availability and delivery estimates may change from time to time due to changes in postal services, customs requirements or international regulations.

The shipping options and destinations available at checkout are the most current information for your order.