SHIPPING & DELIVERY POLICY

1. Where We Ship

Define & Dew ships to the countries and regions currently enabled at checkout.

If your destination cannot be selected during checkout, we do not currently offer delivery there.

2. Order Processing Time

Orders normally require:

1–3 BUSINESS DAYS

before dispatch.

Processing time is separate from transit time.

Orders placed on weekends or public holidays can begin processing on the next applicable business day.

3. Estimated Delivery Time

Our standard estimated delivery range is:

1–3 BUSINESS DAYS

after dispatch, depending on:

  • Destination;
  • Fulfillment warehouse;
  • Shipping service;
  • Customs processing;
  • Carrier conditions.

Where a more specific estimate is shown on a product page or during checkout, that estimate should be reviewed before purchasing.

Delivery estimates are not guarantees unless expressly stated as guaranteed.

4. Third-Party Fulfillment Disclosure

Define & Dew operates an ecommerce model that uses third-party suppliers, warehouses, logistics services and fulfillment partners.

As a result:

  • Products can ship directly from a third-party fulfillment facility;
  • Products can originate from a country different from the customer's country;
  • Different products in the same order can ship separately;
  • Packages can arrive on different dates.

Define & Dew remains responsible for customer service relating to orders placed through our store.

5. Tracking

Where tracking is available, tracking information will be sent after shipment.

Tracking can occasionally take time to display movement after a label or tracking number is generated.

6. Split Shipments

An order containing multiple items can be divided into separate packages.

Customers are not charged additional shipping solely because we split an eligible order unless clearly disclosed before purchase.

7. Shipping Delays

Delays can occur because of:

  • Customs;
  • Severe weather;
  • Carrier disruption;
  • Public holidays;
  • Peak shopping periods;
  • Address problems;
  • Transportation disruption;
  • Events outside reasonable control.

If we become aware of a material delay, we will make reasonable efforts to communicate with the affected customer.

Where applicable law gives the customer the right to cancel because of a shipping delay, we will honour that right.

8. United States Shipment Timing

For orders subject to applicable United States rules, we aim to ship within the timeframe communicated to the customer.

If we cannot meet a legally applicable promised shipment timeframe, we will provide any delay notice, cancellation option or refund required by law.

9. Customs, Duties and Taxes

International shipments can be subject to:

  • Customs duties;
  • Import taxes;
  • VAT/GST;
  • Brokerage charges;
  • Other government fees.

Where these are not collected at checkout, the recipient may be responsible for them.

We do not control charges imposed independently by customs authorities.

Any duty/tax treatment that applies will be handled in accordance with applicable law and checkout disclosures.

10. Address Accuracy

Customers are responsible for checking the shipping address before placing an order.

Please ensure the following are correct:

  • Recipient name;
  • Street address;
  • Apartment/unit;
  • City;
  • State/province;
  • Postal code;
  • Country;
  • Telephone number where carrier-required.

Contact us immediately if you notice an error.

11. Address Changes

We will try to help with an address correction if the order has not entered fulfillment.

Once processing or shipment has begun, address changes may no longer be technically possible.

We cannot guarantee an address change after fulfillment begins.

12. Failed Delivery

If delivery fails because of an address issue or failure to collect a parcel, the carrier may return the package.

Contact us so we can investigate available options.

13. Packages Marked Delivered

If tracking shows delivery but you cannot locate the parcel:

  1. Check around the delivery location.
  2. Ask household members or building staff.
  3. Check with neighbours where appropriate.
  4. Contact the carrier.
  5. Contact Define & Dew if the package remains missing.

We will assist with an appropriate delivery investigation.

14. Lost Parcels

If tracking suggests that a parcel may have been lost, contact us.

We may investigate with the shipping/fulfillment provider before issuing a replacement or refund.

Mandatory consumer rights remain unaffected.

15. Damaged-in-Transit Parcels

If a parcel arrives visibly damaged, photograph:

  • Outer packaging;
  • Shipping label;
  • Product;
  • Internal packaging.

Contact us promptly at:

support@definedew.com