Shipping Protection Policy

📌 SHIPPING PROTECTION POLICY 

Last updated: 24/10/2025

Our Shipping Protection offers peace of mind in the rare event that your order is lost in transit or arrives damaged. By adding Shipping Protection at checkout, you receive priority support and a free replacement in line with the policy below.

✅ What Shipping Protection Covers

Shipping Protection applies only to the following situations:

  1. Lost in Transit

    • No tracking movement for 14 consecutive days after dispatch, or

    • Tracking shows the parcel is stuck in transit beyond reasonable timeframes.
      → Outcome: Replacement order sent once confirmed as lost.

  2. Damaged on Arrival

    • Item arrives broken, visibly damaged, or not in usable condition.
      → Outcome: Replacement order sent once supporting evidence is reviewed.

❌ What Is Not Covered

Shipping Protection does not cover:

  • Parcels marked “Delivered” by the courier (including theft or “porch piracy”)

  • Incorrect or incomplete delivery addresses provided by the customer

  • Delays that are within the normal delivery timeframe (4–10 business days)

  • Minor packaging dents that do not affect product use

  • Change of mind, returns, or refunds

📌 Delivery Timeframes

  • Standard delivery: 4–10 business days (after dispatch)
    Shipping Protection cannot be used to claim a replacement before the delivery window has passed, unless the parcel is already confirmed as lost or damaged.

📌 Claim Requirements

To lodge a claim, the customer must provide:

For Lost Parcels:

  • Order number, full name, and delivery address

  • Screenshot or link to tracking showing no movement for 14+ days

For Damaged Parcels:

  • Photo(s) or video clearly showing product damage

  • Photo of packaging if damaged during transit

📌 Claim Process

  1. Email our support team at hello@theaussiehaven.com

  2. Include the required evidence listed above

  3. Our team reviews your claim within 2–4 business days

  4. If approved, a replacement will be dispatched to the same address on the original order

Important: Shipping Protection provides replacement only. Refunds are not available under this policy.

📌 Customer Responsibilities

Customers are responsible for:

  • Providing the correct shipping address at checkout

  • Collecting the parcel from the delivery location

  • Lodging claims within 7 days of delivery (for damage)

  • Lodging lost parcel claims no earlier than day 14 and no later than day 30 from dispatch

📌 Australian Consumer Law

This Shipping Protection policy operates in addition to your rights under the Australian Consumer Law (ACL). It does not limit or replace ACL rights.