All orders are processed within 2 business days (excluding weekends and public holidays). Once your order has been dispatched, you will receive a confirmation email with tracking details.
Delivery times vary depending on your location and are calculated at checkout. Please note that delivery timeframes provided by carriers are estimates only and may be affected by peak periods, weather events, or other delays outside of our control.
Personalised Orders
If you select name embroidery, please allow additional processing time for your order.
Personalised items are made to order and may take longer to dispatch than standard items.
Please ensure all spelling and capitalisation details are correct when placing your order, as embroidery will be completed exactly as submitted.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery location and selected shipping method.
From time to time, we may offer promotional shipping rates or free shipping offers.
Incorrect Address
Please ensure your shipping address is accurate at the time of purchase.
Packaroo is not responsible for delays caused by incorrect or incomplete addresses provided at checkout.
If an order is returned to us due to an incorrect address, additional shipping fees may apply for redelivery.
Lost or Delayed Parcels
Once your order has been dispatched, we will work with the shipping carrier to assist with any delivery issues.
If your parcel is significantly delayed or appears lost, please contact us and we will assist in lodging an enquiry with the carrier.
Returns & Exchanges
We want you to love your Packaroo purchase.
If you receive a faulty or damaged item, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will assess the situation and arrange a replacement or refund where appropriate.
Change of Mind
We do not offer returns for change of mind unless required under Australian Consumer Law.
Please choose carefully before purchasing.
Personalised Items
Personalised products are made specifically for you and cannot be returned or exchanged unless faulty.
Condition of Returned Items
Any approved returns must be unused, in original condition, and returned in original packaging.
Items that show signs of use may not be eligible for a refund.
Refunds
Once a returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method.
Shipping costs are non-refundable unless the item is faulty.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
If you have any questions about shipping, returns or your order, please contact us:
