Shipping & Delivery Policy
Shipping available to Australian addresses only.
COVID-19 update:
As COVID-19 wanes, we continue to follow safety protocols to ensure your parcels arrive safely and securely.
All parcels will be shipped within 1 business day (same day up to 12pm). Express postage parcels to metro areas will be delivered within 1 - 3 business days in most cases. Kindly contact us at hello@kojipet.au if you have any questions regarding delivery issues or general enquiries.
Delivery options and pricing
All parcels will be handled and delivered by Australia Post within 1 business day of payment clearance. If you wish to use an alternative courier, please contact us and we will let you know whether this is possible. We will email you the delivery information upon the dispatch of your order. The delivery options will be available below.
|
Delivery Method |
Orders < $60 |
Orders $60 - $120 |
Orders > $120 |
|
Regular Parcel Post (1 – 8 business days) |
$7.00 |
Free |
Free |
|
Express Post (1 – 4 Business days) |
$10.00 |
$4 |
Free |
All customers residing in Metro-Melbourne will be offered a free upgrade to express shipping (orders under $60 will still need to pay basic shipping fee of $7). Metro-Melbourne suburbs: 3000-3062, 3064-3098, 3101-3138, 3140-3210, 3800-3810, 8000-8999.
Delivery Times
All orders will be dispatched from Melbourne within 24 hours of payment clearing (next business day if your order is placed on a weekend/public holiday). Orders placed before 12pm will be dispatched on the same day. Delivery times to different states are listed in the table below. The delivery time will be based on when your order is dispatched.
|
Delivery Destination |
Regular Post |
Express Post |
|
VIC |
Free Express |
1 – 2 business days |
|
NSW |
2 - 4 Business days |
1 – 3 business days |
|
QLD |
3 – 7 Business days |
1 – 4 business days |
|
TAS |
3 – 7 Business days |
1 – 4 business days |
|
WA |
4 – 7 Business days |
1 – 4 business days |
|
NT |
4 – 10 Business days |
2 – 6 business days |
|
ACT |
3 - 5 Business days |
1 – 4 business days |
|
SA |
2 – 4 Business days |
1 – 4 business days |
The estimated delivery times above are approximate and based off the delivery speeds offered by Australia Post. Please note delivery times are to metropolitan suburbs only, and allow an additional 1- 2 business days extra for regional addresses.
If tracking has been provided, please allow 1 - 2 business days for the tracking to update. Please track your parcel in the following link: auspost.com.au/track
Signature on Delivery/Authority to Leave
By default, all parcels will be sent with signature on delivery. Customers will be emailed by Australia Post with the option to opt for Authority to Leave. Any parcels that have been redirected or safe-dropped are no longer the responsibility of Koji Pet, once they have been marked as 'delivered.'
Without prior notice, we may mark orders over $150 as 'Signature required, card if not home.'
Return To Sender
In the event parcels are 'Returned to Sender,' a $15 charge will be applied to re-send your parcels or deducted from your full refund amount.
Parcels are returned to sender if they are not collected from your Local Post Office within 10 business days of the original delivery date or refused delivery.
Do you deliver to Parcel Lockers and P.O Boxes?
Yes we do. Please ensure to include the street address if there is one.
Delivery Issue
We understand it can be frustrating if you have not received your item within the specified time frame. Please contact us directly at hello@kojipet.au if you are experiencing one of the issues below.
- Australia Post tracking says ‘delivered’ but you have not receive your order yet
- Order is currently in transit according to Australia Post website (orders that are NOT marked as delivered 1 week past its estimated delivery date)
- Item has been damaged during transit
- Item has been stolen or lost during transit
- Order has been returned to sender
- You have entered the wrong address into our system
Australia Post related delivery issues will require up to 10 business days to allow Australia Post to investigate the issue. We would kindly ask for your patience during this time. We will try our best to get your order to you as soon as possible.
Koji Pet upon investigation may compensate orders that have been damaged, stolen or lost. In the event the product has been damaged upon arrival, we may request for photographic evidence.
Koji Pet will not be responsible for orders with the wrong address. Before completing payment, we highly recommend all customers check their address to prevent your parcel from going missing. The customer will be responsible for additional postage charges if the order has been returned because the parcel was incorrectly addressed.