Shipping policy
1. PROCESSING TIME:
Please allow up to 7 business days for your order to be processed and prepared for dispatch.
Orders are generally shipped within 7 business days using Australia Post. Once your order has been dispatched, you will receive an email confirmation with tracking details where available.
Australian Standard delivery is estimated at 5–8 business days after dispatch, consistent with the delivery window shown at checkout. Delivery estimates are in addition to the processing time above.
We currently ship within Australia and to New Zealand and the USA.
2. DOMESTIC & INTERNATIONAL SHIPPING RATES AND ESTIMATES:
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
| Shipping option | Estimated delivery time | Price |
|---|---|---|
| Standard Post (AU) | 5–8 business days after dispatch | $15.00, $21.00 or $25.00 AUD |
| NZ Standard – 1 candle | 5–10 business days | $34.95 AUD |
| NZ Standard – 2 candles | 5–10 business days | $42.95 AUD |
| NZ Standard – 3+ candles | 5–10 business days | $49.95 AUD |
Shipping rates depend on the products, order value or parcel weight under the applicable shipping profile. The exact charge is displayed at checkout. Orders containing products from separate shipping profiles or requiring separate parcels may have combined shipping charges. All rates above are in AUD; checkout may display the converted amount in your selected currency. Delivery times are estimates after dispatch and exclude processing time.
New Zealand orders are shipped from Australia using tracked international shipping where available. Delivery times are estimates only and may vary due to customs processing, public holidays, peak periods, or regional delivery locations.
Any customs duties, GST, import charges, levies, clearance fees, or carrier fees applied by New Zealand authorities or the delivery carrier are the customer’s responsibility.
USA shipping — import duties prepaid
All candle ranges can be shipped to the USA using Australia Post International Express. The USA shipping charge displayed at checkout includes an allowance for applicable import duties and customs processing fees. Teddybae arranges payment of these charges before the parcel enters the USA through Zonos.
USA shipping is based on parcel weight. For a single parcel, rates are $68.20 AUD up to 800g, $99.52 AUD over 800g to 1.4kg, $128.45 AUD over 1.4kg to 2kg, and $177.39 AUD over 2kg to 2.5kg. Orders requiring separate parcels or shipping profiles may have combined shipping charges; your total is shown before payment at checkout. Contact us for orders above the available weight limits.
Personalised pet candle orders received before midnight Sunday (Sydney time) are normally made by the following Tuesday and dispatched on Wednesday. USA International Express transit is estimated at 3–6 business days after dispatch, in addition to processing time. Delivery times are not guaranteed; customs processing and local delivery can cause delays. Tracking is provided after dispatch.
3. DAMAGES:
We take care when packing every order, but parcels may occasionally be delayed, damaged, or lost in transit.
If your order arrives damaged, please email us as soon as possible at support@teddybae.com with your order number and clear photos of the item and packaging. We review these situations on a case-by-case basis and will do our best to work towards a suitable solution.
If your parcel appears to be lost or significantly delayed, please contact us and we can assist with lodging an enquiry with Australia Post where appropriate.
4. REFUNDS, RETURNS AND EXCHANGES:
We accept returns up to 3 days after delivery, excluding personalised candles, provided the item is unused, unlit, and in its original condition and packaging.
For approved change-of-mind returns, we will refund the order amount minus the original shipping cost. Return shipping costs are the customer’s responsibility.
Personalised candles cannot be returned or exchanged for change of mind, as they are custom-made for each order.
If your order arrives damaged or there is an issue with your item, please email us as soon as possible at support@teddybae.com with your order number and a photo of the item’s condition. We address these situations on a case-by-case basis and will do our best to work towards a satisfactory solution.
If you have any further questions, please contact us at support@teddybae.com.