Shipping Policy – The Kind Owl
Menu
Cart 0

Shipping Policy

Last updated: 1st March, 2017

 

When will I receive my order?

Shipping wait varies by season and location. Order processing takes approximately 1 to 2 business days. Below are estimates only.

 

 

During sale promotions and holiday seasons, delivery may be longer than the specified delivery times above.


How much does it cost for shipping?

We are delighted to offer our customers FREE worldwide shipping to over 185 countries! However, there are some locations for specific products we are unable to ship to. If you happen to be located in one of those countries we will contact you and refund your order in full.


What about duties and taxes (custom fees)?

The Kind Owl does not pay the cost of any import duties, taxes, charges, and/or Value-Added Taxes (VAT) that may be applied by customs of the destination country. Any customs fees applied are the responsibility of the delivery recipient.

We normally send out our products in separate packages to reduce this risk for our customers and rarely have any issues. However, please check with your country's customs office for more information about potential costs if you have any concerns before placing your order.

Although this rarely happens also, the customs agency may choose to delay individual shipments as a security measure which could delay your delivery.


Can I track my order?

Yes. All orders within the USA will receive tracking information, all other countries outside the USA generally do not receive postage tracking depending on the product and your location. You will know if you receive tracking information as you will receive an email once your item is shipped with your tracking details.

If you are outside the USA and do not receive tracking for your shipment you will still be notified by email when we have shipped your product, so you know it's on it's way to you.

If your tracking says “no information available at the moment” please note that some shipping companies take approximately 7 business days for tracking information to update on the system. If you have not received tracking information after 7 business days please contact customer service.


Will my items be sent in one package?

For logistical reasons and to significantly reduce the risk of customers having to pay any customs fees, items in the same order will usually be sent in separate packages with individual tracking and arriving at different times even if you’ve specified combined shipping.

We will notify you by email when each item has been sent and on it's way to you so you are kept updated every step of the way.


What if I accidentally type in the wrong address?

It is your obligation to enter the accurate delivery address details at the time of ordering. The Kind Owl also does not deliver to PO BOX addresses.

Should you accidentally enter the wrong address, The Kind Owl is not obligated to refund or re-send the order to the correct address at our expense. You will need to re-order the item through the standard checkout process and re-pay the cost with correct address details and we will ship out a new product to your correct address.

If parcels are returned to us undelivered, The Kind Owl will contact you via email and process a full refund for the returned package. You will then be notified by email when a refund has been processed.


What if I never received my order or it's damaged on delivery?

If your order is lost or damaged in transit, please contact our customer service with your order number so that we may assist you.  Please do not return any items to our warehouses or store before contacting us first. We will need to contact our suppliers and couriers which may take up to 2 weeks to investigate.

If The Kind Owl finds that the error was on our behalf we will organise to have your items refunded or resent immediately, at no expense to you. We will also reimburse your return shipping costs up to a maximum of $30US once we receive your damaged or defective item. You will need to provide proof of shipping receipts in order to claim a reimbursement for these costs. For more information of shipping refunds please read our Returns Policy.

If damaged items are not returned or you sent the item but we did not receive it, we cannot offer any refunds or shipping reimbursements or resend the item at our expense.

Please note The Kind Owl does not refund or reimburse any custom fees that may have been/or may be applied to your order to send, return or resend your item. We try reduce this possibility for our customers by sending items in separate packages and marking them as gifts. You will still need to pay any custom fees, even if items are lost in transit, damaged or the error was on our behalf.

 

How do you ship packages and where do they come from?

Majority of our products are manufactured and sent from our warehouses in mainland China. We also plan on having T-Shirts and other apparel 100% made and sent from the USA coming soon (these will be marked with a label "Made in the USA" on their product pages). 

We know some customers get concerned about buying items online that come from China and if this is you please don't be - as our business headquarters is located in Australia, under consumer law in Australia online merchants must offer refunds etc. and we must abide by those laws. We also use PayPal which offers fantastic customer protection to ease your concerns and Stripe payment merchants on Shopify e-commerce platform so you can feel 100% secure buying with us.

It's also our top priority to ensure customer satisfaction and we rarely have any issues with product quality from our warehouses in China with customers receiving only the best quality products due to the success of our strict quality control standards with our suppliers.  So if in the rare case you receive an item you're not 100% satisfied with, not only will we do our best to ensure you are happy as outlined in our Refunds Policy but we also investigate our supplier and product, removing it right away if it has failed to meet our strict quality standards so that our store is only stocked with the very best top quality items.

Packages from some of our warehouses in China and USA will be shipped by USPS, ePacket or EMS depending on the weight and size of the product.  Packages shipped from our other USA suppliers are shipped through FEDX.