Shipping Protection Terms & Conditions
Shipping Protection is an optional service available at checkout for $2.99 AUD. It is designed to provide additional protection for eligible orders that are lost, stolen or damaged while in transit.
What Shipping Protection Covers
When Shipping Protection is added to your order, eligible claims may be covered for:
- Packages lost in transit
- Packages marked as delivered but not received
- Packages damaged during transit
- Orders delivered to an incorrect address when the correct address was entered at checkout
Claim Timeframes
To be eligible for consideration, claims must be submitted within the applicable timeframe below:
- Lost in transit: A claim may be submitted once the carrier has not recorded a new tracking checkpoint for at least 10 days. Claims must be submitted no later than 30 days after the last tracking checkpoint.
- Marked as delivered but not received: Please contact us as soon as possible and submit your claim within 7 days of the carrier's recorded delivery date.
- Damaged items: Claims should be submitted as soon as the damage is discovered and no later than 30 days after delivery. Photographic evidence of the damaged product and packaging may be required.
- Other eligible issues: Claims should be submitted as soon as the issue is discovered and within 30 days of the relevant tracking event.
Lost or Stolen Packages
If your tracking shows that a package was delivered but you cannot locate it, please first check around your delivery address and with household members, neighbours or the relevant delivery location. If it remains missing, submit a claim within the timeframe above.
For some claims, we may request additional information or supporting documentation, such as delivery details, photographs, proof of identity or a police report where appropriate.
Incorrect Delivery Address
If you entered the correct shipping address at checkout but the carrier delivered the package to the wrong address, the order may be eligible for Shipping Protection.
Shipping Protection does not cover orders where an incorrect or incomplete address was entered by the customer at checkout. Please carefully review your shipping details before completing your order.
Returns to Sender
If a package is returned to us because an address was incorrect or undeliverable, the recipient refused delivery, or another customer-related delivery issue prevented delivery, the package is generally not considered lost and is not covered by Shipping Protection.
If a package is returned to us by the carrier and is subsequently lost while being returned, it may be eligible for coverage, subject to the applicable claim timeframe and verification.
Damaged Items
An item may be considered damaged when it arrives in a condition that materially affects its usability or presentation. Clear photographs of the item, packaging and shipping label may be required to assess the claim.
Refunds and Replacements
If an eligible claim is approved, Wallaby Wellness may provide a replacement or refund, depending on the circumstances and availability of the affected product.
Where a replacement is provided, we may cover the eligible replacement product and applicable shipping costs associated with the replacement. Where a refund is provided, the refund will generally relate to the eligible product/order value covered by the claim. Shipping Protection fees are non-refundable unless otherwise required by applicable law.
What Shipping Protection Does Not Cover
- Change-of-mind requests or products the customer simply no longer wants
- Orders where an incorrect or incomplete shipping address was entered by the customer
- Shipping delays where the package is still in transit and has not been determined to be lost
- Packages held, delayed or seized by customs or government authorities
- Issues caused by events or circumstances outside the scope of the Shipping Protection service
- Claims submitted outside the applicable claim timeframe
Important Information
Shipping Protection must be selected and paid for at checkout to apply to the order. It cannot be added to an order after a loss, theft or damage has occurred.
Each claim is subject to verification. We may request tracking information, photographs, documentation or other reasonable evidence before approving a claim.
Shipping Protection is an optional order protection service and does not replace your rights under Australian Consumer Law or any other applicable consumer protection laws.
How to Submit a Claim
If you need to make a Shipping Protection claim, please contact Wallaby Wellness Customer Support with your order number and details of the issue. Include photographs or other supporting information where relevant.
We will review the claim and let you know if any additional information is required.