Shipping policy
Shipping Policy
Last updated: 02/04/2026
By placing an order at oursuzie.com, you acknowledge and agree to the shipping terms below.
1. Order Processing
Orders are processed within 1 to 3 business days of payment confirmation. Orders placed on weekends or Australian public holidays are processed on the next business day.
Processing time is separate from shipping time. Your order has not "shipped" until you receive a dispatch notification with tracking. Do not contact us about delivery before you have received this notification.
2. Delivery Timeframes
Standard delivery within Australia: up to 14 business days from dispatch.
This means the total time from order placement to delivery can be up to 17 business days (3 days processing plus 14 days transit), which is approximately 3 to 3.5 weeks calendar time.
These timeframes are estimates only. Actual delivery times depend on your location, carrier capacity, weather, and external factors outside our control.
We do not expedite orders, refund shipping costs, or offer compensation for orders that arrive within the stated 14 business day window.
If you require your product faster than this timeframe, do not place an order. Placing an order constitutes acceptance of these timeframes.
3. Tracking
A tracking link is emailed to you once your order is dispatched.
- Check your spam, promotions, and junk folders before contacting support
- Tracking information may take 24 to 48 hours to register on the carrier's system after dispatch
- Once tracking is provided, you are responsible for monitoring delivery
We are not responsible for missed deliveries, packages delivered to incorrect addresses provided by you, packages signed for by other residents at your address, or theft after delivery.
If you have not received a tracking link within 5 business days of order placement, contact us at jan26.contact@gmail.com
4. Shipping Address Accuracy
You are solely responsible for providing a complete and accurate shipping address at checkout. We ship to the address as entered. We do not verify addresses on your behalf.
If a package is returned to us due to an incorrect, incomplete, or undeliverable address provided by you:
- You will be charged the full cost of reshipping to the corrected address before we resend the order
- If you choose to cancel instead, we will refund the product cost only. Original shipping is non-refundable, and a restocking fee of $9.95 AUD will be deducted from the refund
- We do not edit shipping addresses after dispatch under any circumstances
If your address requires correction after dispatch, contact the carrier directly using the tracking number provided.
5. Lost or Delayed Packages
A package is not considered lost until 15 business days have passed since dispatch with no meaningful tracking updates.
If your package meets this threshold:
- Email jan26.contact@gmail.com with your order number and tracking number
- We will lodge an investigation with the carrier, which can take up to 14 business days to resolve
- We will not issue a replacement or refund until the carrier investigation is complete and the package is confirmed lost in transit by the carrier
If the package is confirmed lost in transit by the carrier, we will reship the order at no additional cost or issue a refund at our sole discretion. We do not reship and refund the same order.
If the carrier confirms the package was delivered, no replacement or refund will be issued.
6. Delivery Delays Outside Our Control
Delivery delays caused by the following are not our responsibility and will not result in any refund, partial refund, store credit, or compensation:
- Carrier delays, capacity issues, or operational disruptions
- Australian public holidays, peak retail periods (including Christmas, Black Friday, Cyber Monday, and End of Financial Year), and known carrier high-volume windows
- Weather events, natural disasters, or industrial action
- Address errors or incomplete address information provided by you
- Customs, duties, or import processing for international orders
- Failed delivery attempts requiring you to collect from a carrier depot or post office
- Any other event outside our reasonable control
If your order is delayed beyond 14 business days from dispatch and tracking has not updated, refer to Section 5.
7. International Shipping
We ship internationally to selected countries only, as displayed at checkout. International delivery timeframes are up to 30 business days from dispatch.
International customers are responsible for:
- All customs duties, taxes, GST, VAT, and import fees levied by the destination country
- Compliance with local import regulations and product restrictions
- Any delays caused by customs processing or local carrier issues
- Providing accurate address and contact information for customs purposes
Refusal to pay customs charges, duties, or fees resulting in the package being returned to us will be treated as a customer-cancelled order. In this case:
- Shipping costs are non-refundable
- A restocking fee will be deducted from any refund issued
- Return shipping costs incurred by us will also be deducted from the refund
- No replacement or reshipment will be offered
8. Failed Deliveries and Carrier Collection
If a delivery is attempted and you are not available:
- The carrier will leave a card or notification with collection instructions
- You are responsible for collecting the package from the nominated depot or post office within the carrier's stated holding window
- Packages returned to us due to failure to collect will be treated under Section 4 (incorrect address)
9. Damaged Packages
If your package arrives visibly damaged, you must:
- Photograph the package before opening it
- Photograph any damage to the contents and the original packaging
- Notify us at jan26.contact@gmail.com within 48 hours of delivery with all photographs and your order number
Claims made after the 48-hour window, or without complete photographic evidence, will be declined.
Refer to our Return & Refund Policy for damage claim outcomes.
10. No Compensation for Delivery Issues
We do not offer compensation, store credit, partial refunds, discounts, free product, or goodwill gestures for:
- Delivery delays within the stated timeframes
- Delays outside our control (Section 6)
- Failed deliveries (Section 8)
- Inconvenience associated with shipping
Our liability is strictly limited to delivering the product you ordered to the address you provided. We do not accept liability for any consequential loss, inconvenience, or expense associated with shipping.
11. Statutory Rights
Nothing in this policy is intended to exclude, restrict, or modify your rights under the Australian Consumer Law (ACL) or any other applicable consumer protection legislation.
Contact
Email: jan26.contact@gmail.com Response time: 24 to 48 business hours Hours: Monday to Friday, excluding Australian public holidays
We do not respond to shipping enquiries by phone, social media direct message, or any channel other than email to the address above. Shipping enquiries received before the timeframes in this policy have elapsed will not be answered.