Shipping & Delivery Policy
This policy explains Hoodie Haven’s shipping process, delivery timeframes, tracking, and responsibilities. By placing an order, you agree to the terms below.
Order Processing
Orders are processed Monday to Friday.
Processing typically takes 3–5 business days.
Processing times may increase during peak periods, promotions, sales, or public holidays.
Dispatch occurs once processing is complete.
Pre-Orders
Pre-order items display an estimated dispatch date on the product page.
Estimated dates are estimates only and are not guaranteed.
Orders containing pre-order and in-stock items may ship separately.
Delivery Timeframes
Delivery timeframes begin after dispatch.
Timeframes vary by destination and carrier.
Most orders arrive within 7–14 business days after dispatch.
All delivery timeframes are estimates only and are not guaranteed.
Delays may occur due to customs clearance, airport handling, airline congestion, security checks, weather events, carrier backlogs, or peak seasonal periods such as Christmas and New Year.
These delays are outside our control and do not constitute a shipping failure.
Orders delayed but still in transit are not eligible for cancellation or chargeback.
Customs & International Delays
International shipments may be held temporarily by customs or airport authorities.
Customs processing times vary by country and are outside our control.
A customs or airport hold does not indicate loss.
Additional time should be allowed during peak global shipping periods.
Split Shipments
Orders may ship from multiple warehouses.
Parcels may arrive separately.
Each parcel will have its own tracking number.
Shipping Costs, Duties & Taxes
Shipping costs are calculated at checkout.
Orders outside Australia and the United States may be subject to local import duties or taxes. These charges are set by local authorities and are the customer’s responsibility.
Shipping fees are non-refundable once an order has been dispatched, unless required by law.
Address Accuracy
Customers are responsible for providing a complete and accurate delivery address.
- Delays or non-delivery caused by address errors, missing details, or undeliverable addresses are not our responsibility.
- If a parcel is returned to sender due to an address issue, we can resend to a corrected address (re-shipping fee applies) once it is physically returned and processed.
- If a return-to-sender parcel is accepted back into our system, any approved refund excludes original shipping and handling fees unless required by law.
Tracking & Carrier Responsibility
Tracking updates are scan-based and not real-time.
Once dispatched, parcels are handled by third-party carriers.
We do not control carrier routes, scan timing, customs clearance, or delivery schedules.
A lack of tracking scans does not mean a parcel is inactive or lost.
Delayed or Lost Shipments
Transit delays do not indicate loss.
Parcels are only considered lost once the carrier has formally confirmed loss in writing.
Until confirmed lost, the order remains active and in transit.
Marked Delivered
If a parcel is marked delivered, customers must check the delivery address, mailbox, surrounding area, and household members.
If the parcel cannot be located, customers must raise a claim with the carrier first.
We may request supporting information to assist with an investigation.
Covered Shipping
Covered Shipping is optional protection offered at checkout.
It provides additional protection for loss, theft, or damage during transit.
If Covered Shipping is selected, we can process a replacement or refund under that protection (subject to assessment and carrier information).
If Covered Shipping is not selected, we will still assess the case using carrier tracking and our policies, and any remedy will be provided where required by law.
Chargebacks & Delivery Disputes
Chargebacks based solely on delivery delays, customs processing, airport holds, or carrier congestion are not valid.
Delivery disputes are assessed using carrier tracking, order details, and this policy.
Customers must contact us first so we can attempt to resolve the issue before a bank dispute is lodged.
Policy Updates
This policy may be updated at any time.
The version in effect at the time of purchase applies.
Last updated: October 2025