Policies Overview
Shipping policy
1. How is shipping calculated?
Free shipping on orders over AUD 100. Orders under AUD 100 will incur a shipping fee of AUD 10.
2. How long does delivery take?
Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier, Australia Post.
Please note that the standard delivery time of 2-5 business days are estimates and may vary depending on circumstances like distance, public holidays, and any other external factors outside of Narwal's, and courier’s, control. Packages are not shipped nor delivered on weekends and public holidays and may vary due to external factors outside of Narwal's and our courier’s control. (Customers in Sydney and Melbourne can expect to receive orders within approximately 3 business days.)
While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Narwal's and courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.
Additionally, please note that during promotional campaigns, delivery times may be longer than usual. You can avoid potential delivery delays caused by unforeseen circumstances by placing your order in advance.
Feel free to contact us if you have any questions about your order's status. Alternatively, if you already have a tracking number, please feel free to check the status via the Australia Post Website.
3. Where does Narwal AU ship to?
Australia. (Note: Shipping restrictions may apply to certain products due to factors such as local/state laws, hazmat materials, large or oddly shaped items, or specific address types that some carriers cannot deliver to.)
4. How will my delivery be shipped?
Narwal utilises both AU Post and Amazon as its logistics partners in Australia. When an order contains a larger quantity of products, Narwal may opt to use third-party trucking services for delivery to ensure efficient and timely shipping.
5. I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
6. Can I change the delivery address of my package after it has been shipped out?
If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.
In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.
When requesting for an address change, we need the following the following information:
First and Last Name
Street name and Number
Postcode and Suburb
Country
Phone Number
Kindly note that this process may delay the delivery time; Narwal is not responsible for any delay in delivery due to an address change requested by the customer.
If your order was placed within the last 10 minutes, we recommend cancelling the order and placing a new one with the correct details to avoid potential delivery delays.
7. What do I need to do when I received a different product than what I ordered?
Please contact customer support at support.au@global.narwal.com.
8. From Where Are Your Products Shipped?
All orders to Australia are shipped from our Sydney warehouse.