Shipping policy

Thank you for shopping with tuaoru.shop.

This Shipping Policy explains our free standard shipping service, estimated delivery timeframes, order processing, tracking, delivery responsibilities, delayed parcels, missing orders, and other shipping-related matters.

This policy applies to orders placed directly through tuaoru.shop for delivery to supported addresses within Australia.

1. Free Standard Shipping

We provide free standard shipping on all eligible orders delivered within Australia.

There is:

• No minimum purchase requirement

• No standard shipping charge

• No promotional code required

• No additional standard shipping charge when an order is divided into multiple parcels

Free shipping applies to our standard delivery service.

If an optional express, priority, or special delivery service is available, any additional charge will be displayed during checkout before you submit the order.

2. Estimated Delivery Time

The estimated total delivery timeframe for standard shipping is:

15–20 calendar days after successful payment confirmation.

This timeframe includes normal order processing and transportation.

The delivery estimate begins after:

• Your order has been successfully submitted

• Payment has been authorised or confirmed

• Any necessary security or fraud checks have been completed

• Your delivery information has been accepted

Calendar days include weekends and public holidays. However, processing, carrier scans, and customer service operations may occur only on business days.

Business days are Monday to Friday, excluding Australian public holidays.

3. Delivery Estimates

The 15–20-calendar-day timeframe is an estimate and not a guaranteed delivery date.

Delivery may occasionally take longer because of:

• Carrier delays

• Severe weather

• Natural disasters

• Australian public holidays

• Peak shopping periods

• Remote or regional destinations

• Transportation disruptions

• Carrier capacity limitations

• Address verification

• Payment or security checks

• Events outside our reasonable control

Where we become aware of a significant delay, we will take reasonable steps to provide updated information and an appropriate solution.

Nothing in this policy limits any right or remedy available under the Australian Consumer Law.

4. Order Processing

Orders are reviewed and prepared after payment confirmation.

Processing may include:

• Payment verification

• Fraud and security screening

• Product allocation

• Picking and packing

• Address verification

• Shipping-label preparation

• Carrier collection

Order processing is included within the total estimated delivery period of 15–20 calendar days.

Orders placed during weekends, Australian public holidays, or major promotional periods may begin processing on the next available business day.

5. Order Confirmation

After placing an order, you should receive an order confirmation at the email address supplied during checkout.

The confirmation may include:

• Your order number

• Products ordered

• Quantities and variations

• Billing information

• Delivery information

• Order total

• Payment status

Please review the information carefully.

Contact us promptly at info@tuaoru.shop if any information is incorrect.

An automated order confirmation confirms that we received your order. It does not necessarily mean that all payment, stock, security, and delivery checks have been completed.

6. Shipping Confirmation and Tracking

When your order has been prepared for shipment, you may receive a shipping confirmation email.

Where tracking is available, the email may include:

• A tracking number

• A tracking link

• Carrier information

• Products included in the parcel

• Dispatch information

Tracking information may take several business days to become active after the parcel has been prepared or collected.

A delay in the first tracking update does not necessarily mean that the parcel has not been shipped. It may be:

• Waiting for its first carrier scan

• Moving between carrier facilities

• Being transferred between delivery partners

• Undergoing routine sorting

• Affected by a temporary tracking-system delay

Please allow reasonable time for tracking information to update.

7. Multiple Parcels

Products from the same order may be shipped in separate parcels.

This may occur because of:

• Different fulfilment locations

• Product availability

• Parcel size or weight

• Packaging requirements

• Carrier restrictions

• Faster partial fulfilment

Separate parcels may:

• Have different tracking numbers

• Be dispatched on different dates

• Travel through different carrier networks

• Arrive on different dates

You will not be charged additional standard shipping fees because we divide an eligible order into multiple parcels.

Please review all tracking numbers before reporting a product as missing.

8. Supported Delivery Addresses

We deliver to supported residential and commercial addresses within Australia.

A complete delivery address should include:

• Recipient’s full name

• Street number and street name

• Unit, suite, or apartment number where applicable

• Suburb or city

• State or territory

• Postcode

• Country

• Telephone number where required

Delivery to PO boxes, parcel lockers, collection points, remote locations, or restricted premises may depend on the product and selected carrier.

If an address cannot be serviced, we may contact you to request an alternative address or cancel and refund the affected order.

9. Address Accuracy

Customers are responsible for providing complete and accurate delivery information.

Before submitting an order, please confirm:

• Recipient’s name

• Street address

• Unit or apartment number

• Suburb

• State or territory

• Postcode

• Telephone number

• Email address

We are not responsible for delays or failed delivery caused solely by incorrect, incomplete, or outdated information supplied by the customer.

Contact us immediately at info@tuaoru.shop if you identify an address error.

10. Address Changes

We will make reasonable efforts to update a delivery address when a request is received before fulfilment or dispatch.

Address changes cannot be guaranteed after an order has entered:

• Processing

• Picking

• Packing

• Fulfilment

• Carrier collection

• Transit

After dispatch, the carrier may refuse an address change or charge for parcel redirection.

Any additional redirection charge will be disclosed where applicable.

11. Delivery Instructions

Where available, customers may provide reasonable delivery instructions during checkout.

Delivery instructions are requests and cannot be guaranteed.

A carrier may refuse instructions that:

• Are unsafe

• Are incomplete

• Conflict with carrier procedures

• Require unauthorised property access

• Create an unreasonable delivery risk

Do not include passwords, payment information, identification numbers, or other sensitive personal information in delivery instructions.

12. Authority to Leave

Where you authorise a parcel to be left without a signature, the carrier may leave it in a location considered reasonably safe.

This may include:

• Near the front entrance

• In a mailbox

• Behind a gate

• At a reception desk

• In another sheltered location

• With another person at the premises

Customers should consider parcel security before granting authority to leave.

This section does not remove responsibility where the carrier delivers the parcel to the wrong address or fails to follow valid delivery instructions.

13. Signature and Delivery Attempts

Some parcels may require a signature because of the product type, value, carrier requirements, or security considerations.

If nobody is available to accept delivery, the carrier may:

• Attempt delivery again

• Leave a collection notice

• Transfer the parcel to a collection point

• Request further delivery instructions

• Return the parcel after the collection period expires

Customers are responsible for monitoring tracking updates and collecting parcels within the carrier’s stated holding period.

14. Remote and Regional Deliveries

Deliveries to remote, rural, regional, island, or limited-access locations may require additional time.

Carrier services and tracking updates may also be less frequent in these areas.

Where we know that an address cannot reasonably be serviced within the standard estimated timeframe, we may contact the customer with an updated delivery estimate.

15. Delayed Orders

If your order has not arrived within 20 calendar days after successful payment confirmation, please:

1. Review the latest tracking information.

2. Check for a delivery-attempt or collection notice.

3. Confirm that your delivery address is correct.

4. Check with household members, neighbours, reception staff, or building management.

5. Contact us at info@tuaoru.shop.

Please provide:

• Your full name

• Your order number

• Your tracking number

• Your delivery address

• The latest tracking status

We will review the available information and contact the carrier or fulfilment provider where appropriate.

16. Materially Delayed Orders

Where an order is significantly delayed, we may provide an updated estimated delivery date.

Depending on the circumstances and applicable law, an appropriate solution may include:

• Continuing delivery with your agreement

• Opening a carrier investigation

• Sending a replacement

• Cancelling the affected product

• Issuing a refund

• Providing another reasonable solution

We will not retain payment indefinitely for an order that cannot be supplied.

17. Delivered but Not Received

If tracking shows that your parcel was delivered but you cannot locate it, please:

1. Check your mailbox and all entrances.

2. Check porches, garages, gates, and safe locations.

3. Ask household members.

4. Ask nearby neighbours.

5. Contact reception, concierge, or building management.

6. Review any available carrier delivery photograph.

7. Check for a collection notice.

8. Confirm the delivery address shown in your order confirmation.

9. Contact the carrier using the tracking number.

If the parcel remains missing, contact us at info@tuaoru.shop.

Please provide:

• Your order number

• Your tracking number

• Confirmation of the delivery address

• Details of the checks completed

• Any relevant carrier communication

We may ask you to provide a written declaration confirming that the parcel was not received.

18. Lost Parcels

A parcel may be treated as potentially lost where:

• Tracking has not updated for an unreasonable period

• The carrier cannot locate the parcel

• The estimated delivery period has substantially passed

• A carrier investigation confirms the loss

We may need to complete a reasonable carrier investigation before providing a replacement or refund.

Where a parcel is confirmed lost before valid delivery, we will provide an appropriate remedy, which may include:

• A replacement shipment

• A refund

• Another solution agreed with the customer

19. Incorrect Delivery

If tracking indicates that a parcel was delivered to an address different from the confirmed delivery address, contact us promptly.

Please provide:

• Your order number

• Your tracking number

• The correct delivery address

• Any available delivery photograph

• Relevant carrier communications

We will investigate the delivery and provide an appropriate solution where the parcel was misdelivered.

20. Damaged Parcels or Products

Please inspect your parcel and products as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, contact us promptly at info@tuaoru.shop and provide:

• Your order number

• Photographs of the outer packaging

• Photographs of the internal packaging

• A photograph of the shipping label

• Photographs or videos of the damaged product

• A clear description of the damage

Please retain the product and all original packaging until we provide further instructions.

Damaged-product claims are handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

21. Missing Products

Products from one order may arrive separately.

Before reporting a product as missing, please check:

• All tracking numbers

• All shipping confirmation emails

• Whether another parcel remains in transit

• Whether the packaging was damaged or opened

• Whether another person accepted the parcel

If all parcels have arrived and a product is still missing, contact us with:

• Your order number

• Details of the missing product

• Photographs of the parcel contents

• Photographs of the packaging

• A photograph of the shipping label

22. Incorrect Products

If you receive a product different from the product shown in your confirmed order, contact us promptly.

Please provide:

• Your order number

• The product ordered

• The product received

• Photographs of the received product

• Photographs of the packaging

• A photograph of the shipping label

We will review the matter and provide an appropriate replacement, return arrangement, refund, or other remedy.

23. Refused and Unclaimed Deliveries

Refusing a parcel or failing to collect it does not automatically cancel the order or create an approved return.

If a parcel is refused or remains unclaimed, it may be returned to the sender.

We may then:

• Contact you

• Arrange redelivery

• Correct the address

• Process an eligible return

• Issue an appropriate refund

• Deduct reasonable return or redelivery costs where legally permitted

No deduction will be made where the problem was caused by us, the carrier, or a matter giving rise to a statutory remedy.

24. Returned-to-Sender Parcels

A parcel may be returned to the sender because of:

• An incomplete address

• An incorrect postcode

• An unknown recipient

• Failed delivery attempts

• Failure to collect the parcel

• Access restrictions

• Delivery refusal

• Carrier damage

We will review the reason for return before arranging redelivery, cancellation, or a refund.

25. Order Cancellations

To request cancellation, contact us as soon as possible at:

Email: info@tuaoru.shop

Please provide:

• Your full name

• Your order number

• The email address used for the purchase

• A clear cancellation request

Cancellation cannot be guaranteed after an order has entered processing, packing, fulfilment, or shipping.

An order generally cannot be cancelled while it is already in transit. After delivery, you may request a return in accordance with our Return and Refund Policy.

Nothing in this section limits a cancellation right or remedy available under applicable law.

26. Customs, Duties, and Unexpected Charges

For eligible Australian orders, standard shipping is free.

Customers will not be required to pay an undisclosed compulsory shipping charge merely to receive an order.

Contact us at info@tuaoru.shop before paying any unexpected request claiming to relate to customs, duties, delivery, or release of your parcel.

27. Shipping Restrictions

We may be unable to ship certain products to particular locations because of:

• Carrier limitations

• Product restrictions

• Safety requirements

• Legal requirements

• Address limitations

• Parcel size or weight

• Remote-area access

• Other logistical constraints

If an accepted order cannot be shipped, we will contact the customer and provide an appropriate refund for the affected product or order.

28. Australian Consumer Rights

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.

If an order cannot be delivered within the represented timeframe or within a reasonable additional period, you may be entitled to an appropriate solution depending on the circumstances.

29. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to:

• Carrier services

• Delivery destinations

• Processing procedures

• Tracking systems

• Fulfilment arrangements

• Business operations

• Legal requirements

The updated version will be published on this page with a revised “Last Updated” date.

Changes will apply prospectively and will not retrospectively remove rights arising from an accepted order.

30. Contact Us

For questions about shipping, tracking, delivery delays, missing parcels, damaged parcels, or address changes, contact:

Company: tuaoru.shop
Website: tuaoru.shop
Email: info@tuaoru.shop

When contacting us, please include your full name, order number, tracking number, and the email address used to place the order.