Shipping policy

Shipping Policy

Last updated: August 2026

At Sweetly Toxic, we want you to know what to expect after placing your order. This Shipping Policy explains our processing times, delivery, tracking, split shipments and international shipping.
Please remember that processing time and shipping time are separate.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).

Order Processing
Please allow approximately 7–10 business days for processing before dispatch, unless a different timeframe is stated on the individual product page.
Sweetly Toxic offers a combination of products held in stock and products sourced specifically after an order is placed. Processing may include:
Sourcing your item.
Receiving and preparing stock.

Quality checking.
Packing and preparing your order for dispatch.
Business days do not include weekends or Victorian/Australian public holidays.
During major sales, new releases, Christmas, public holidays or other unusually busy periods, processing may take slightly longer.
If we become aware of a significant delay affecting your order, we will aim to contact you.

Products Held in Stock
Some Sweetly Toxic products are physically held in stock and may be ready to dispatch sooner than our standard processing timeframe.
If your order contains both in-stock and sourced-to-order products, the order may be held until all products are ready or may be sent in separate parcels.
Shipping Destinations
Sweetly Toxic currently ships to:
Australia
New Zealand
United States
Canada
Available shipping options and charges are displayed at checkout.
We may add or remove shipping destinations as our delivery network changes.

Australian Shipping
Available Australian shipping options and current rates are displayed during checkout.
Delivery time begins after your order has completed processing and has been dispatched.
Delivery estimates provided by carriers are estimates only and may be affected by your location, postal network delays, public holidays, weather and other circumstances outside our reasonable control.

International Shipping
We currently offer international shipping to selected destinations, including New Zealand, the United States and Canada.
International delivery times can vary considerably depending on destination, local postal networks and customs processing.
Any estimated delivery timeframe begins after your order has been processed and dispatched.

Shipping Charges
Shipping charges are calculated or displayed at checkout based on the shipping option available for your order and destination.
Where Sweetly Toxic offers a free-shipping promotion or free-shipping threshold, any eligibility requirements will be displayed on our website or at checkout.
Promotional free shipping may be subject to minimum-order amounts, eligible destinations or other conditions.

Split Shipments
Because Sweetly Toxic offers products from different suppliers and fulfilment sources, items from the same order may sometimes be shipped separately and arrive in different parcels.
This is completely normal and does not necessarily mean part of your order is missing.
You will not be charged additional shipping simply because Sweetly Toxic chooses to split an eligible order into multiple parcels after checkout.
Where available, separate tracking details may be provided for each shipment.
If one part of your order arrives before another, please check your dispatch and tracking information before contacting us.

Tracking
Where tracking is available, tracking information will be provided once the relevant parcel has been dispatched.
Tracking information can sometimes take a short period to begin showing movement after a shipping label has been created or the parcel has entered the carrier's network.
Where an order is dispatched in multiple parcels, you may receive more than one tracking number.

Delivery Estimates
Delivery timeframes shown on our website, at checkout or by shipping carriers are estimates rather than guaranteed delivery dates, unless expressly stated otherwise.
Delivery may be affected by circumstances including:
Carrier or postal delays.
Peak shopping periods.
Public holidays.
Severe weather or natural events.
Customs processing.
International transportation delays.
Incorrect or incomplete delivery information.
If you require an item for a particular event or date, please allow plenty of additional time when ordering.

Delayed Parcels
If your tracking has not updated or your parcel appears significantly delayed, please contact the relevant shipping carrier where appropriate or contact Sweetly Toxic and we will help you determine the next steps.
Some international shipments can experience periods without tracking updates while moving between countries or awaiting customs processing.
A tracking delay does not necessarily mean the parcel has been lost.

Lost Parcels
Once an order has been dispatched, delivery is carried out by an independent postal or courier service. Sweetly Toxic does not control the carrier's delivery network and cannot prevent parcels from being delayed, misdirected or lost while in transit.
If a parcel appears to be lost, Sweetly Toxic will work with the relevant shipping provider and assist with enquiries, investigations and claims wherever reasonably possible. We will always aim to achieve the best available outcome for our customer.

Sweetly Toxic is not responsible for delays or losses caused by the acts or omissions of an independent shipping carrier. However, this does not exclude, restrict or modify any rights or remedies available to customers under Australian Consumer Law. Where applicable law requires Sweetly Toxic to provide a replacement, refund or other remedy for goods that are not delivered, we will honour those obligations.

Any remedy for a lost order will be handled in accordance with applicable law, including your rights under Australian Consumer Law.

Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your:
Full name.
Street address.
Unit/apartment number where applicable.
Suburb/city.
State/province.
Postcode/ZIP code.
Country.
If you realise your address is incorrect, contact us as soon as possible.
We will try to update the address where possible, but we cannot guarantee changes once processing or dispatch has commenced.

Returned-to-Sender Parcels
If an order is returned to us because:
An incorrect or incomplete address was provided.
The parcel was not collected.
Delivery was repeatedly unsuccessful.
The customer refused delivery.
we will contact you where reasonably possible.
If you request the parcel to be sent again, additional shipping charges may apply.
If a discretionary refund is agreed instead, shipping charges already incurred may not be refundable.
This does not affect any rights you may have under Australian Consumer Law.

Authority to Leave
Where you request or authorise a carrier to leave a parcel unattended, the carrier's authority-to-leave terms may apply.
Please choose a safe delivery location where possible.
Nothing in this section limits rights that cannot legally be excluded.

Damaged Parcels
If your order arrives damaged, please contact us as soon as possible at support@sweetlytoxic.com.au.
Please include:
Your order number.
Clear photographs of the damaged product.
Photographs of the parcel and packaging.
A brief explanation of the damage.
Please retain the packaging while the issue is being assessed, as photographs or other information may be required for a carrier claim.
Faulty, damaged or incorrectly supplied products are also covered by our Returns & Refund Policy and Australian Consumer Law.

Customs, Duties & Import Taxes
International orders may be subject to customs duties, import taxes, handling fees or other charges imposed by the destination country.
These charges are not controlled by Sweetly Toxic.
Unless otherwise stated or required by law, international customers are responsible for any applicable customs duties, import taxes or fees charged by their country.
Customs processing may also cause delivery delays.
We recommend checking your country's import requirements before ordering if you are unsure.

Refused International Deliveries
If an international order is refused because the customer does not wish to pay applicable customs duties, taxes or import charges, costs incurred in returning the parcel may be deducted from any discretionary refund where legally permitted.
Original shipping charges may also be non-refundable.
Your statutory consumer rights remain unaffected.

Order Changes & Cancellations
If you need to change or cancel an order, please contact us immediately.
Because many Sweetly Toxic products are sourced specifically after an order is placed, we cannot guarantee cancellation or changes once sourcing or processing has commenced.
Please see our Returns & Refund Policy for further information.

Original Shipping Costs & Returns
For discretionary returns accepted under our Returns & Refund Policy, original shipping charges are non-refundable.
Any approved discretionary refund will generally cover the eligible returned item's purchase price only, excluding the original shipping charge.

Customers are also responsible for return postage for discretionary returns.
Different rules may apply where an item is faulty, incorrectly supplied or where Australian Consumer Law otherwise requires Sweetly Toxic to cover relevant costs.

Contact Us
If you have questions about shipping or an existing order, please contact:
Sweetly Toxic
Email: support@sweetlytoxic.com.au
Please include your order number when contacting us about an existing order so we can assist you more quickly.