Shipping Policy

What are your shipping and handling times?


Shipping times Australia

7-10 business days (97% of cases)
10-15 business days (3% of cases)

The average shipping time for the last 30 days to Australia is 5-7 business days (please note that shipping companies can sometimes experience delays due to holidays, full facilities, customs inspections, bad weather, etc. We cannot control these delays).

Please note: When we send you the tracking number, it takes a few days for it to be updated in the shipping company's database. Please do not worry that your order is already on its way.


Additionally, all items are subject to a processing time before they are shipped. This includes order verification, payment processing, inspection, quality control and packaging. 99% of orders leave the warehouse within 1-3 business days after payment is received. Processing time is not included in the estimated shipping days above. We do not ship on weekends.


If your order includes tracking information, you will receive an automatic tracking code via email from USPS, UPS or FedEx after the order has been fulfilled and is ready to ship. You do not need to request a tracking number. Please note that it may take up to 5 days for the correct tracking information to appear.



Your order with multiple items will usually be shipped separately as the individual items are located in different warehouses. This ensures that you receive your items as quickly as possible. You may receive part of your order before the rest, and this is perfectly normal. This does not mean that we have forgotten about your other items.

We cannot guarantee delivery times if the post office or a carrier experiences unexpected delays due to holidays, weather, customs or other conditions. Delivery times may vary, especially during peak periods. We are not responsible for import duties, taxes and customs fees.

Please check the details of your order to ensure that your delivery address is correct. If you need to change your address after you have placed an order, please contact us immediately. We cannot change your shipping details or cancel your order after we have already shipped your items. If a package is returned due to an incorrect address, you will have to pay additional shipping charges. We cannot be held liable for products sent to an incorrect address if incorrect shipping details have been provided.

Delivery and mail thefts are constantly on the rise, especially during the holidays, and with every shipment we provide a tracking number through either FedEx, UPS or USPS. If your shipment is stolen for any reason and we can prove from the tracking number that the shipment was delivered, we will not take responsibility and ship another order for free, nor will we issue a refund. Unfortunately, we are not responsible for lost or unclaimed parcels. Please contact your local post office to find out where your parcel is - sometimes it will be held for collection at your local main post office. We recommend that all our customers use a secure post box or drop box, or drop the parcel off at a local FedEx or UPS station to avoid this problem. If the products delivered are perishable and spoil during this delay, we will not be responsible and will not offer a refund.

We thank you for your patience if you have not received the items within 30 working days. If you are concerned in any way, please feel free to contact us via the contact form rather than leaving negative feedback or opening a dispute. We will endeavour to rectify any issue (reshipment or refund of a missing item).

Due to the popularity of certain items in our catalogue, shipping times may take longer than estimates and up to 20 business days. If your order has not arrived within 25 business days of the original purchase date, please contact our support team for a full refund of your purchase. (This policy excludes errors made by customers in providing incorrect shipping details on their orders, or missed parcel deliveries).

 

RETURN INFORMATION

Currently, the return must be sent to our external warehouse in Germany. In case you would like to return a product, please contact our support.

Thank you for shopping with us :)

For any questions or further information, please contact us at support@kangookids.com.

KangooKids reserves the right to change this policy at any time. Please visit us from time to time to check for any changes.