Shipping policy
# SHIPPING POLICY
Thank you for shopping at SECRETS COLLECTIVE. We aim to process and ship your orders as quickly and seamlessly as possible. Below are the terms and conditions that constitute our Shipping Policy.
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## 1. Processing & Dispatch Times
* **Order Processing:** All orders are processed within **1 to 2 business days** (excluding weekends and Australian public holidays) after receiving your order confirmation email.
* **Order Confirmation:** You will receive a secondary notification with tracking information once your order has shipped.
* **High-Volume Period Delays:** During drop launches, promotional sales, or holiday periods, dispatch times may extend by 2–3 business days due to high order volume.
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## 2. Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout based on your delivery address and selected shipping speed.
### Domestic Shipping (Australia)
| Shipping Method | Estimated Delivery Time | Shipping Cost |
| :--- | :--- | :--- |
| **Standard Tracked Postage** | **2 – 5 business days** | **$10.00 AUD** (FREE on orders over $150 AUD) |
| **Express Courier** | **1 – 2 business days** | **$15.00 AUD** |
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### International Shipping
We ship to select international markets including **New Zealand**, **North America (USA & Canada)**, the **United Kingdom**, and the **European Union**.
| Destination | Standard Tracked | Express Courier | Free Shipping Threshold |
| :--- | :--- | :--- | :--- |
| **New Zealand** | $15.00 AUD (5–8 business days) | $25.00 AUD (2–4 business days) | Free over $180 AUD |
| **USA & Canada** | $25.00 AUD (6–10 business days) | $40.00 AUD (3–5 business days) | Free over $250 AUD |
| **United Kingdom** | $25.00 AUD (6–10 business days) | $40.00 AUD (3–5 business days) | Free over $250 AUD |
| **European Union** | $25.00 AUD (7–12 business days) | $40.00 AUD (3–6 business days) | Free over $250 AUD |
*Note: Delivery timeframes are estimates provided by shipping carriers and exclude potential customs delays at the destination port.*
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## 3. Customs, Duties & Taxes
* **Import Duties & Taxes:** All international orders may be subject to import duties, taxes (such as VAT or GST), and custom clearance fees levied by the destination country once a shipment reaches your jurisdiction.
* **Customer Responsibility:** SECRETS COLLECTIVE is not responsible for any customs or tax charges applied to your order. All fees imposed during or after shipping are the sole responsibility of the customer.
* **Refused Shipments:** If you refuse a parcel due to unexpected customs fees or import duties, the original shipping costs, return shipping charges, and any customs fees incurred will be deducted from your total order refund.
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## 4. Order Tracking & Delivery Status
When your order has shipped, you will receive an email notification from us containing a tracking number you can use to check its status. Please allow 24–48 hours for tracking information to update on the carrier's portal.
If you have not received your order within 10 business days of receiving your shipping confirmation email, please contact us at **support@secretscollective.co** with your name and order number, and we will investigate it for you.
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## 5. Address Errors & Incorrect Shipping Information
* **Customer Accuracy:** Please ensure your shipping address is entered accurately at checkout. SECRETS COLLECTIVE is not responsible for orders shipped to incorrect or incomplete addresses provided by the buyer.
* **Address Corrections:** If you notice an error in your address, email **support@secretscollective.co** immediately. Once an order has been dispatched from our facility, we are unable to alter delivery details.
* **Returned to Sender:** Parcels returned to us due to an incorrect address, uncollected postal hold, or recipient absence will incur a re-shipping fee to be dispatched again.
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## 6. Lost, Stolen, or Damaged Parcels
* **Damaged in Transit:** If you receive your order damaged, please contact our support team within **48 hours** of delivery at **support@secretscollective.co**. Please save all packaging materials and damaged goods and attach clear photo evidence to your email.
* **Stolen / Missing After Delivery:** SECRETS COLLECTIVE is not responsible for packages that are stolen, missing, or damaged after a verified successful delivery scan by the carrier ("Safe Drop" or marked as Delivered).
* **Lost Packages:** If your parcel tracking stops updating or is deemed lost by the carrier prior to delivery, please notify us so we can open a formal investigation with the freight provider on your behalf.
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## 7. Contact Us
For any questions or concerns regarding your order shipment, please reach out to our customer care team:
* **Email:** support@secretscollective.co
* **Hours:** Monday – Friday, 9:00 AM – 5:00 PM (AEST)