Shipping policy

At Waidrate, we do our best to get your orders packed carefully and on their way to you as quickly as possible. Once your order has been dispatched, it is handed over to our chosen shipping carrier for delivery.

Please read our shipping policy carefully before placing your order.

1. Shipping & Tracking

All orders are dispatched with tracking.

Once your order has been shipped, you will receive an email containing your tracking information. Please ensure you regularly check your tracking updates, particularly if your parcel is delayed or an attempted delivery has been made.

Waidrate is not responsible for delays caused by Australia Post or other shipping carriers, including delays caused by high-volume periods, public holidays, weather, operational issues or circumstances outside of our control.

Estimated delivery timeframes are provided as a guide only and are not guaranteed delivery dates.

2. Please Check Your Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully check your:

  • Full name
  • Street address
  • Unit/apartment number
  • Suburb
  • State
  • Postcode

Once an order has been dispatched, we may be unable to change or redirect the delivery address.

If an order is returned to Waidrate because an incorrect or incomplete address was provided, additional postage costs may apply before the order can be resent.

3. Delayed Parcels

If your tracking information shows that your parcel is delayed, please allow the carrier time to complete the delivery.

If a parcel appears to be significantly delayed or has stopped receiving tracking updates, please contact us at customercare@waidrate.com.au so we can assist you.

Please understand that Waidrate cannot control the movement of a parcel once it has been handed to the shipping carrier. However, where appropriate, we will assist customers with contacting the carrier or lodging a postal investigation.

4. Parcels Showing as Delivered

If your tracking information shows that your parcel has been delivered but you cannot locate it, please:

  1. Check your mailbox, front door, property, parcel locker or nominated safe place.
  2. Check with household members, neighbours or building management where applicable.
  3. Review the delivery information provided by the shipping carrier.
  4. Contact the shipping carrier directly where appropriate.
  5. Contact Waidrate if you still cannot locate your parcel.

Waidrate may request information from you so that we can assist with investigating the delivery.

Please note that an order being marked as delivered does not automatically mean Waidrate can issue an immediate refund. We may need to investigate the delivery with the carrier first.

5. Missing or Lost Parcels

If your parcel cannot be located, Waidrate may lodge an investigation or compensation claim with the shipping carrier where applicable.

Customers must cooperate with reasonable requests for information required to investigate a missing parcel.

This may include confirming your shipping address, providing information about where the parcel may have been delivered, or responding to questions from the carrier.

If Waidrate has requested information from you regarding a missing parcel, please respond promptly so that we can progress the investigation.

Important

If you contact Waidrate regarding a missing parcel and we advise that we are investigating the matter with the shipping carrier, please allow us reasonable time to complete that process.

A customer initiating a chargeback with their bank while Waidrate is actively investigating a delivery issue may interfere with or duplicate the resolution process.

We ask that customers contact Waidrate first and allow us the opportunity to investigate and resolve the issue before initiating a payment dispute.

6. Chargebacks & Payment Disputes

We take payment disputes seriously.

If you have an issue with your order, including a delayed, missing or damaged parcel, please contact us at customercare@waidrate.com.au before lodging a chargeback.

We will always aim to work with you to investigate the issue and find an appropriate resolution.

Where a chargeback is submitted, Waidrate may provide the payment provider with relevant evidence, including:

  • Order confirmation
  • Shipping address provided at checkout
  • Tracking information
  • Proof of dispatch
  • Delivery scans
  • Delivery confirmation
  • Email correspondence
  • Customer communications
  • Australia Post investigation or claim information
  • Any other relevant order information

Submitting a chargeback does not automatically entitle a customer to a refund.

If a customer has already received a refund, replacement or other resolution from Waidrate, a duplicate refund through a chargeback may not be appropriate.


7. Customer Communication

If Waidrate contacts you regarding a shipping issue, please respond to our emails so we can assist you.

For example, if we advise that we need information from you to lodge or progress a carrier investigation, failing to provide the requested information may prevent us from progressing the matter.

We strongly recommend keeping all communication with Waidrate regarding your order in the original email thread so that the full history of the issue can be reviewed if required.

8. Incorrect, Incomplete or Unclaimed Addresses

Waidrate is not responsible for delivery issues caused by an incorrect or incomplete address supplied by the customer.

If a parcel is returned to Waidrate because it was:

  • Addressed incorrectly
  • Missing required address information
  • Refused
  • Not collected from a collection point
  • Unable to be delivered due to information supplied by the customer

additional shipping costs may apply if the parcel needs to be resent.

9. Safe Places & Authority to Leave

If you provide a safe place or authorise the shipping carrier to leave your parcel without a signature, you acknowledge that the parcel may be left in that location according to the carrier’s delivery procedures.

Please choose your delivery options carefully and ensure your nominated delivery location is secure.

10. Rural & Remote Deliveries

Delivery costs and timeframes can vary depending on your location.

Some rural and remote Australian addresses may incur higher postage costs or longer delivery times than metropolitan areas.

International shipping costs and delivery timeframes may also vary depending on the destination and carrier.

11. Pre-Orders

Pre-order products are dispatched according to the estimated production and shipping timeframe stated on the product page at the time of purchase.

Pre-order timeframes are estimates and may change due to supplier, manufacturing, freight or customs delays.

If your order contains a pre-order item, your order may be held until the pre-order item is ready to ship unless otherwise stated.

Please do not purchase a pre-order item if you are not comfortable waiting for the stated timeframe.

12. Waidrate’s Commitment

We understand that waiting for an order can be frustrating, especially when a parcel has been delayed or cannot be located.

While we cannot control the shipping carrier once your parcel has left our hands, we will always do our best to assist you and communicate with you throughout the investigation process.

If something goes wrong with your delivery, please contact us first at: customercare@waidrate.com.au

We’re a small Māori-owned business and appreciate the opportunity to investigate and resolve shipping issues directly with you before a payment dispute is raised.

Important

Nothing in this Shipping Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.