Shipping policy

SHIPPING & DELIVERY POLICY

Last Updated: 14 November 2026

At bonitaHAUS, we aim to make your shopping experience as simple and convenient as possible. This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered when you purchase products through our website.

Please read this policy carefully before placing an order.

1. ORDER PROCESSING

1.1. Once an order has been successfully placed and payment has been confirmed, it will be submitted for processing.

1.2. Our standard order processing timeframe is approximately 3 business days.

1.3. As we operate using a dropshipping fulfilment model, orders may be processed and dispatched directly by our third-party suppliers, manufacturers or fulfilment partners.

1.4. Processing times may vary depending on product availability, supplier operations, public holidays and other operational circumstances.

1.5. You will receive an order confirmation email once your purchase has been successfully submitted.

1.6. Please ensure that all delivery details are correct when placing your order, as changes may not be possible once processing has commenced.

2. SHIPPING LOCATIONS

2.1. We primarily deliver to customers within Australia.

2.2. Delivery availability may vary depending on the product, supplier and delivery location.

2.3. Some products may be dispatched from overseas fulfilment centres directly to Australian customers.

2.4. Where applicable, international fulfilment arrangements may result in longer delivery timeframes than domestic shipments.

3. SHIPPING TIMES

3.1. Estimated delivery timeframes will be communicated on the relevant product page, at checkout or through other appropriate customer communications.

3.2. Unless otherwise specified, delivery estimates are separate from order processing times.

3.3. Estimated delivery timeframes may vary depending on:

The product purchased.
The supplier or fulfilment location.
The destination address.
The delivery provider.
Customs processing, where applicable.
Seasonal demand and peak shopping periods.

3.4. Any delivery timeframes provided are estimates and are not guaranteed delivery dates unless expressly agreed otherwise.

3.5. We will make reasonable efforts to ensure orders are delivered within the estimated timeframe or within a reasonable time where no timeframe has been specified.

3.6. If a significant delay occurs, we will endeavour to notify affected customers and provide relevant updates.

4. SHIPPING COSTS

4.1. Shipping charges, where applicable, will be displayed during checkout before payment is completed.

4.2. From time to time, we may offer free shipping promotions, discounted delivery or other shipping incentives.

4.3. Promotional shipping offers may be subject to specific conditions, which will be communicated at the time of the promotion.

4.4. Any applicable shipping costs will be included in the total amount displayed before you confirm your purchase.

5. ORDER TRACKING

5.1. Where tracking is available, tracking information will be provided once your order has been dispatched and the relevant information has been received from our fulfilment partner or delivery provider.

5.2. Tracking information may take several business days to become active or display updated delivery information.

5.3. Depending on the supplier and delivery provider, tracking updates may be limited at certain stages of the delivery process.

5.4. If tracking information has not been received or appears inactive for an extended period, please contact our customer support team.

5.5. We will make reasonable efforts to assist with tracking enquiries and investigate delivery concerns.

6. MULTIPLE SHIPMENTS

6.1. As we work with multiple third-party suppliers and fulfilment partners, products within a single order may be dispatched separately.

6.2. This means that items purchased together may arrive in different packages and at different times.

6.3. You may receive separate tracking numbers and delivery notifications for individual items.

6.4. Separate deliveries do not necessarily indicate that an order is incomplete or incorrect.

6.5. If an item from your order has not arrived within the applicable estimated delivery timeframe, please contact us so that we can investigate.

7. DELIVERY INFORMATION AND CUSTOMER RESPONSIBILITIES

7.1. Customers are responsible for providing accurate and complete delivery information at checkout.

7.2. This includes:

Full name.
Street address.
Suburb and state.
Postcode.
Contact details, where required.

7.3. We are not responsible for delays caused by inaccurate or incomplete delivery information supplied by the customer, to the extent permitted by law.

7.4. If an incorrect delivery address is provided, please contact us immediately. We will attempt to amend the details where the order has not yet entered fulfilment or dispatch.

7.5. Once an order has been dispatched, changes to the delivery address may no longer be possible.

7.6. If a delivery is unsuccessful, the delivery provider may attempt redelivery, arrange collection or return the parcel to the sender in accordance with its delivery procedures.

7.7. Additional delivery charges arising from customer-provided incorrect address details may be the customer's responsibility where legally permitted and where those charges are reasonable.

8. DELIVERY DELAYS

8.1. Although we make reasonable efforts to ensure timely delivery, delays may occur due to circumstances outside our reasonable control.

8.2. These may include:

Courier or postal service disruptions.
Extreme weather conditions and natural disasters.
Public holidays and peak shopping periods.
Supplier processing delays.
Customs processing and border inspections.
Transport interruptions.
Unexpected operational disruptions.

8.3. Where a delivery delay occurs, we will make reasonable efforts to assist customers and provide available information.

8.4. If an order is significantly delayed or cannot be delivered within a reasonable timeframe, customers may be entitled to a cancellation, refund or other remedy under Australian Consumer Law.

8.5. Nothing in this policy removes or limits your statutory consumer rights.

9. LOST OR MISSING ORDERS

9.1. If your order has not arrived within the estimated delivery timeframe, please contact us so that we can investigate.

9.2. We may contact the relevant supplier or delivery provider to obtain additional information regarding the shipment.

9.3. Where an order is confirmed as lost or cannot reasonably be located, we will work with you to arrange an appropriate resolution in accordance with applicable consumer guarantees.

9.4. Depending on the circumstances, this may include a replacement, refund or other appropriate remedy.

9.5. Customers are not required to resolve lost delivery issues directly with our suppliers or delivery providers.

10. DAMAGED OR INCORRECT ITEMS

10.1. If your order arrives damaged, defective or different from what you ordered, please contact us as soon as reasonably possible.

10.2. To help us investigate, we may request:

Your order number.
A description of the issue.
Photographs or videos showing the damage or incorrect item, where appropriate.

10.3. We will assess the issue and provide an appropriate resolution in accordance with our Returns & Refunds Policy and Australian Consumer Law.

10.4. Nothing in this section limits your statutory consumer rights.

11. CUSTOMS, IMPORT DUTIES AND TAXES

11.1. Some products may be dispatched from overseas suppliers or fulfilment centres.

11.2. Where international fulfilment is involved, customs inspections or import requirements may affect delivery timeframes.

11.3. We aim to ensure that any applicable delivery charges, taxes or other costs payable by customers are clearly communicated before purchase.

11.4. Any import duties, taxes or other charges that may apply will be handled in accordance with applicable Australian laws and the arrangements disclosed at checkout.

11.5. Customers should contact us if they receive an unexpected customs or import-related charge associated with their order.