Shipping policy
This policy explains Hoodie Haven’s shipping process, order processing times, delivery estimates, tracking, and delivery responsibilities.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or any other applicable consumer protection laws.
Order Processing
Orders are processed Monday to Friday, excluding public holidays.
Most orders are packed and dispatched within 1–3 business days.
Processing times may be longer during peak periods, promotions, sales events, stock arrivals, or public holidays.
Dispatch occurs once your order has been packed and handed to the courier network.
Delivery Timeframes
Delivery timeframes begin after dispatch, not from the date the order is placed.
Most orders arrive within 7–10 business days after dispatch.
Delivery timeframes are estimates only and are not guaranteed. Delivery times may vary depending on destination, courier network movement, local delivery conditions, public holidays, and peak seasonal periods.
If an order is delayed, we will assess the tracking information and provide a fair solution where required by law.
Pre-Orders
Pre-order items display an estimated dispatch timeframe on the product page or during checkout.
Estimated pre-order dates are estimates only and may change due to stock arrival timing, supplier delays, courier movement, or other operational factors.
If your order contains both pre-order and in-stock items, your items may ship together or separately depending on stock availability and fulfilment timing.
Split Shipments
Orders may ship in more than one parcel.
This can happen when items are fulfilled from different locations, when one item is ready before another, or when a split shipment helps reduce delivery delays.
If your order ships in multiple parcels, each parcel may have its own tracking details and may arrive on different days.
Shipping Costs
Shipping costs are shown at checkout before payment is completed.
Shipping fees are not refundable for change-of-mind returns.
If your order included free shipping and you later return the item for change of mind, an outbound shipping retention may apply as set out in our Returns & Exchanges Policy.
International Orders, Duties & Taxes
For orders outside Australia, local import duties, taxes, or fees may apply depending on your country’s rules.
Where duties, taxes, or fees are charged by local authorities or carriers and were not collected at checkout, these are the customer’s responsibility unless required otherwise by law.
Fees paid directly to a carrier, postal service, or government authority are not refundable by Hoodie Haven for change-of-mind returns unless required by law.
Address Accuracy
Please check your shipping address carefully before placing your order.
Customers are responsible for providing a complete and accurate delivery address, including apartment numbers, unit numbers, business names, postal codes, and any delivery instructions needed for the courier.
If an address is incomplete, incorrect, refused, unclaimed, or undeliverable, delivery may be delayed or the parcel may be returned to sender.
If a parcel is returned to us due to an address issue or missed collection, we may offer reshipment for an additional shipping fee once the parcel has been received back and processed.
If the issue was caused by Hoodie Haven, we will fix it at our cost.
Tracking
Tracking updates are scan-based and do not update in real time.
It is normal for tracking to pause between courier scans while a parcel is moving through the delivery network.
A lack of new tracking scans does not automatically mean a parcel is lost.
If your tracking has not updated for an unusual period, you may contact the courier directly for the latest delivery information. The courier is best placed to review scan timing, depot movement, driver notes, and local delivery details.
Delayed Shipments
Occasional delivery delays can happen due to courier network congestion, local delivery issues, public holidays, peak periods, weather events, or other circumstances outside our direct control.
If your parcel is delayed but still moving through the courier network, the order remains active and in transit.
Where an order is not delivered within the stated or a reasonable timeframe, we will assess the situation and provide a solution where required under the Australian Consumer Law or any other applicable consumer protection laws.
Lost Shipments
A parcel is only treated as lost once the available delivery information supports that it is unlikely to be delivered, or the courier confirms loss.
If a parcel is confirmed lost, we will assess the order and provide a suitable remedy where required by law. This may include a replacement, refund, or other appropriate solution depending on the circumstances.
Marked Delivered
If tracking shows your parcel has been delivered to the address provided at checkout, Hoodie Haven treats the order as delivered and fulfilled based on the courier’s delivery record.
Once a parcel is marked delivered to the correct address, Hoodie Haven’s delivery obligation is complete unless the courier confirms a delivery error or applicable law requires otherwise.
If you cannot locate a parcel that is marked delivered, please check your mailbox, front door, surrounding safe places, building reception, parcel lockers, neighbours, and anyone else at the delivery address.
You should then contact the courier directly. The courier is best placed to review delivery scans, delivery photos, GPS information, driver notes, and local delivery details.
Hoodie Haven is not responsible for parcels that are marked delivered to the correct address and are later misplaced, collected by another person at the address, stolen, or affected by access issues outside our control, unless required by law.
If the courier confirms in writing that a delivery error occurred, the matter may be reviewed further under this policy and applicable consumer law.
Covered Shipping
Covered Shipping may be offered at checkout as optional parcel protection.
Covered Shipping can provide additional protection for eligible loss, theft, or damage during transit, subject to assessment and the terms shown at checkout.
If Covered Shipping is selected, we can assess your claim under that protection.
If Covered Shipping is not selected, delivery issues are assessed using tracking information, courier records, this policy, and any rights you may have under applicable law.
Covered Shipping does not replace or limit your rights under the Australian Consumer Law.
Return-to-Sender Parcels
If a parcel is returned to us because the address was incomplete or incorrect, delivery was refused, the parcel was not collected, there was no safe place to leave it, or local duties or fees were unpaid, we can assist once the parcel has been returned and processed.
Where the issue was not caused by Hoodie Haven, we may offer:
- Reshipment to a corrected address for a new shipping fee
- A refund of the eligible product price after the parcel is returned and inspected
Original outbound shipping, return courier fees, and any third-party duties, taxes, or carrier charges are not refundable unless required by law.
If a parcel is abandoned, destroyed, or not returned by the courier, a refund or replacement is not guaranteed unless required by law.
Order Cancellations Before Dispatch
We pack orders quickly, so cancellation requests are not guaranteed.
If you need to cancel an order, contact us as soon as possible at help@hoodiehaven.com.
If your order has already started packing or has been dispatched, cancellation may no longer be possible. Once the parcel arrives, our Returns & Exchanges Policy applies.
Delivery Disputes
Delivery disputes are assessed using the order record, tracking details, courier information, delivery scans, customer communication, and this policy.
Customers should contact the courier directly first where tracking shows the parcel has been delivered, as the courier controls the final delivery scan, driver records, GPS information, and local delivery details.
We will always assess genuine delivery issues fairly and in line with applicable consumer law.
Policy Updates
This policy may be updated from time to time.
The version published on this page at the time of your order applies, unless a later version gives you additional rights or is required by law.
Last updated: January 2026