Shipping policy
Thank you for shopping at touco.shop. This Shipping Policy explains our order processing, free shipping, estimated delivery times, tracking, and delivery procedures for orders shipped within Australia.
1. Free Shipping
We provide free standard shipping on all orders delivered within Australia.
There is no minimum purchase requirement, and no standard shipping fee will be added at checkout.
Free shipping does not include additional charges caused by an incorrect address, refused delivery, unclaimed parcel, or redelivery request, except where the delivery issue was caused by us or our delivery provider.
2. Order Processing
Orders are generally processed within 1–3 business days after payment has been successfully confirmed.
Orders placed on weekends or Australian public holidays will normally begin processing on the next business day.
During promotional periods, public holidays, or periods of unusually high demand, processing may take slightly longer. If a product is unavailable or your order is significantly delayed, we will contact you using the email address supplied at checkout.
3. Estimated Delivery Time
The estimated total delivery time for orders within Australia is:
15–20 business days
This estimate includes normal order processing and shipping time. Business days are Monday to Friday and exclude weekends and Australian public holidays.
Delivery times are estimates and may be affected by:
- Remote or regional delivery locations;
- Severe weather or natural disasters;
- Carrier or postal network disruptions;
- Public holidays and peak shopping periods;
- Incorrect or incomplete delivery information;
- Security or payment verification; or
- Other circumstances beyond our reasonable control.
We will take reasonable steps to deliver your order within the stated timeframe. Nothing in this policy limits your rights under the Australian Consumer Law where an order is not delivered within an agreed or reasonable period.
4. Delivery Locations
We currently provide free standard shipping to valid residential and business addresses within Australia.
Delivery to PO Boxes, parcel lockers, remote areas, or certain restricted locations may depend on carrier availability. If we are unable to deliver to your address, we will contact you to arrange an alternative solution or refund.
5. Order Confirmation
After placing an order, you will receive an order confirmation email containing your order details.
Please review this information carefully. If your name, delivery address, or contact details are incorrect, contact us immediately at info@touco.shop.
An order confirmation acknowledges receipt of your order but does not necessarily confirm that the order has been dispatched.
6. Shipping Confirmation and Tracking
When your order is dispatched, we will send a shipping confirmation email containing tracking information where tracking is available.
Tracking updates may take several business days to appear after dispatch. Temporary gaps between tracking scans do not necessarily mean that the parcel has stopped moving.
Some orders may be shipped in separate parcels due to product availability or fulfilment arrangements. If this occurs, you may receive more than one tracking number, but no additional standard shipping fee will be charged.
7. Correct Delivery Information
Customers are responsible for providing an accurate and complete delivery address, including:
- Full recipient name;
- Street address and unit number, where applicable;
- Suburb or city;
- State or territory;
- Postcode; and
- Current telephone number and email address.
Please contact info@touco.shop as soon as possible if you need to correct an address.
We will make reasonable efforts to update the address, but changes cannot be guaranteed after an order has entered processing or been dispatched.
8. Incorrect Addresses and Redelivery
If a parcel is returned because the address supplied was incorrect or incomplete, or because the parcel was not collected, we will contact you to discuss redelivery or a refund.
Where permitted by law, reasonable return or redelivery costs may be charged to the customer if the delivery failure resulted from incorrect information, refusal, or failure to collect the parcel.
No additional charge will apply where the delivery problem was caused by touco.shop or the carrier acting on our behalf.
9. Delayed Orders
If your order has not arrived within 20 business days, please:
- Review your tracking information;
- Check around the delivery location;
- Ask household members, neighbours, building reception, or the local delivery facility; and
- Contact us at info@touco.shop with your order number.
We will review the shipment and, where appropriate, contact the delivery provider or arrange another remedy.
Carrier delays do not automatically mean a parcel is lost. However, if the order cannot be delivered within a reasonable time, your rights under Australian Consumer Law may apply.
10. Lost Parcels
If tracking indicates that a parcel may be lost, contact us at info@touco.shop. We will investigate the matter with the delivery provider.
Where the parcel is confirmed lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund, subject to product availability and applicable law.
11. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible and provide:
- Your order number;
- A description of the damage;
- Clear photographs of the product;
- Photographs of the outer packaging; and
- A photograph of the shipping label.
Please retain the product and packaging while we review your request. We will provide an appropriate remedy in accordance with our Return and Refund Policy and Australian Consumer Law.
12. Delivered but Not Received
If tracking shows that your parcel was delivered but you cannot locate it, please check:
- Safe places around the delivery address;
- Your mailbox or parcel locker;
- Building reception or mailroom;
- Other members of your household;
- Nearby neighbours; and
- Any delivery notice left by the carrier.
If the parcel remains missing, contact info@touco.shop promptly so that we can investigate with the delivery provider.
13. Authority to Leave
Depending on the carrier and delivery location, a parcel may be left in a safe place when no one is available to receive it.
If you provide delivery instructions or authority to leave, the carrier may follow those instructions where reasonably practicable. We are not responsible for loss caused solely by unsafe or incorrect customer instructions, except where responsibility cannot lawfully be excluded.
14. Split Shipments
Products in the same order may be shipped separately from different fulfilment locations. Separate parcels may arrive on different days within the estimated delivery period.
You will not be charged additional standard shipping fees for split shipments.
15. International Shipping
This Shipping Policy applies to orders delivered within Australia. If international delivery is made available, shipping availability, costs, delivery estimates, customs duties, and taxes will be displayed at checkout or communicated before the order is accepted.
16. Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts, or modifies any right or remedy available under the Australian Consumer Law.
If we cannot supply an order, fail to deliver it within an agreed or reasonable period, or the products otherwise fail to meet a consumer guarantee, you may be entitled to an appropriate remedy.
17. Contact Us
For questions about processing, delivery, tracking, delays, or missing parcels, contact us at:
Company: touco.shop
Website: https://touco.shop
Email: info@touco.shop
Please include your full name and order number so that we can assist you efficiently.
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