Shipping Policy

Effective date: 25 August 2026

This Shipping Policy explains how Lake Woods & Coolibah processes, dispatches and delivers orders.

1. Order Processing

Orders are normally prepared for dispatch within one to three business days after payment authorisation.

Business days exclude Saturdays, Sundays, Australian national public holidays, Northern Territory public holidays, carrier closures and exceptional operational closures.

Processing may take longer during promotions, launches, adverse weather, road closures, carrier disruptions or periods of unusually high demand.

2. Order Confirmation

After an order is submitted, we normally send an electronic acknowledgement. This confirms receipt of the order request and does not necessarily mean the order has been accepted or dispatched.

3. Delivery Destinations

Available delivery destinations are displayed during checkout. We may be unable to deliver to certain remote locations, PO boxes, parcel lockers, freight-forwarding services or addresses subject to carrier restrictions.

4. Shipping Rates

Available delivery methods and charges will be displayed during checkout before payment. Rates may depend on destination, parcel size, weight, order value, remoteness and selected service level.

5. Currency and Taxes

Shipping charges and product prices are stated in Australian dollars. Australian prices include GST at 10% where GST applies, unless clearly indicated otherwise.

6. Estimated Delivery Times

Delivery periods displayed during checkout are estimates and begin after dispatch, not when the order is submitted. They are not guaranteed delivery dates unless we expressly agree otherwise.

Remote-area deliveries may require additional time. Your rights concerning excessive delay, failure to deliver within an agreed period or another consumer-guarantee issue remain unaffected.

7. Dispatch Confirmation and Tracking

Where tracking is available, tracking details will be sent after dispatch. Tracking events may take time to appear and may not record every movement of a parcel through remote transport networks.

8. Delivery Delays

Delivery may be affected by severe weather, flooding, bushfires, road closures, natural disasters, transport interruptions, industrial action, peak-volume periods, customs processing or other events outside reasonable control.

We will take reasonable steps to assist with delayed deliveries. A delay does not remove any right or remedy available under applicable law.

9. Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate delivery address. Contact support@lakewoodsandcoolibah.com.au or +61 8 5550 0862 immediately if an address requires correction.

We cannot guarantee that an address can be changed after fulfilment begins. Reasonable redirection, return or redelivery costs may apply where an incorrect or incomplete address was supplied.

10. Authority to Leave

If you request or accept an authority-to-leave service, the carrier may leave the parcel in a location it considers reasonably safe. Risk allocation remains subject to applicable consumer law and the specific delivery circumstances.

11. Lost Parcels

If tracking has not progressed within a reasonable period, contact us with your order number. We may ask the carrier to investigate before treating the parcel as lost.

If an order is lost before valid delivery, we will provide an appropriate remedy as required by applicable law.

12. Parcels Marked Delivered but Not Received

Check the delivery location, household members, building reception, neighbours and any carrier photograph or delivery notice. If the parcel cannot be located, contact us promptly so that we can investigate with the carrier.

13. Damaged Deliveries

If a parcel or product arrives damaged, retain the product and packaging where practical and contact us promptly. Include your order number and photographs where reasonably available.

Your statutory rights do not depend solely on providing photographs or retaining original packaging.

14. Split Shipments

Products from one order may be dispatched in separate parcels. Where possible, we will provide tracking details for each shipment. You will not be charged additional shipping solely because we choose to split an order.

15. International Shipping

If international shipping is offered, the recipient is responsible for ensuring that products can lawfully be imported into the destination country. International orders may be subject to customs procedures and delays.

16. Customs Duties and Import Taxes

Unless checkout expressly states that duties and destination taxes are prepaid, an international recipient may be responsible for import duties, taxes, brokerage charges and customs fees imposed by the destination country.

17. Refused International Deliveries

If an international delivery is refused because duties, taxes or customs charges were not paid, reasonable carrier, customs and return costs may be deducted from any refund where permitted by law.

18. Refused and Uncollected Parcels

If a parcel is refused, unclaimed or returned because delivery could not be completed, we will contact you after receiving it.

Reasonable return or redelivery costs may be charged where permitted, except where the return resulted from our error or a failure for which we are responsible.

19. Order Changes and Cancellations

Contact us as soon as possible to request an order change or cancellation. We cannot guarantee changes after processing or dispatch has begun.

If cancellation is no longer possible, the Refund and Return Policy will apply after delivery.

20. Non-Delivery

If we cannot supply or deliver an accepted order, we will offer an appropriate solution, which may include replacement, redelivery or refund.

Nothing in this policy limits remedies available under the Australian Consumer Law.

21. Contact

Customer support: support@lakewoodsandcoolibah.com.au
Telephone: +61 8 5550 0862
Dispatch and return address: 16 McRae Street, Elliott NT 0862, Australia
Hours: Monday to Friday, 9:00 AM to 5:00 PM ACST, excluding Northern Territory public holidays