Shipping policy

1) Scope and ACL

This policy explains how we process and deliver orders. Our goods come with guarantees that cannot be excluded under the ACL. Your statutory rights sit alongside this policy.

2) Where we ship

We currently ship to Australia, New Zealand, the United Kingdom, and the United States.

We plan to expand. If you are outside these areas, email support@loomigummies.com and we will try to sort a solution. International customers are responsible for local duties, taxes, and import fees where applicable.

3) Processing times

Orders are usually picked and packed within 1–2 business days. Launches, public holidays, peak periods, or adverse weather may add time. You’ll receive a tracking email when your parcel leaves our warehouse.

4) Delivery estimates and delays

Any delivery timeframe shown on our site or at checkout is an estimate only—a guide, not a guarantee. Once a parcel is with the carrier, transit delays, missed scans, customs checks, strikes, extreme weather, or network issues are outside our control. We’ll assist with follow-ups, but we’re not liable for carrier delays. This does not limit your ACL rights.

5) Tracking

Tracking links typically activate within 24–48 hours of dispatch. If your link hasn’t updated after two business days, contact us and we’ll help chase it.

6) Address accuracy and delivery notes

Please double-check your shipping address at checkout.

 

• PO Boxes and Parcel Lockers are supported only for services that allow them.

• Business addresses should include the business name.

• We pass any delivery notes to the carrier when possible, but they are not guaranteed.

If a parcel returns due to an incorrect/incomplete address or non-collection, we can reship once it returns (a reship fee may apply) or refund the product price for unopened goods once received back. Original shipping is not refunded for change of mind. ACL rights remain.

7) Authority to Leave (ATL) and signatures

If you choose Authority to Leave, the carrier may leave your parcel in a safe place. Risk passes once the parcel is scanned as delivered.

If you require signature on delivery, select that option where available. Risk passes upon signature.

8) Heat and product care (gummies)

Bring parcels indoors promptly, especially in warm weather. Store sealed, below 25 °C, away from direct sunlight. If your order arrives melted or heat-affected, email us on arrival with photos so we can help.

9) Damaged, incorrect, or missing items on arrival

Email support@loomigummies.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will repair, replace, resend, or refund in line with the ACL.

10) Late, lost, or stolen parcels

If tracking shows delivered but you can’t locate the parcel, check safe places and neighbours first, then contact the carrier with your tracking number. If unresolved, email us and we will open an investigation. Carriers usually need several business days to investigate. Parcels left under ATL are generally not covered for theft, but we’ll assist case by case.

11) Return-to-Sender (RTS)

Parcels may return if the address is incorrect, delivery is refused, or pickup timeframes expire. When we receive an RTS parcel, we will contact you to reship (reship fee may apply) or refund the product price for unopened goods. ACL rights remain.

12) International customs, duties, and taxes

For orders shipped outside Australia, you are the importer of record. Any duties, taxes, and customs fees are payable by you. Customs processing may add time beyond estimates. If duties are refused and the parcel returns, we can refund the product price less shipping once it arrives back in good condition.

13) Split shipments, out-of-stock, and pre-orders

We may split an order into multiple parcels to speed delivery; each parcel will have its own tracking. If an item becomes unavailable after purchase, we’ll offer to wait, swap, or refund.

Pre-orders are charged at checkout. Estimated ship dates are indicative and may change. You can cancel a pre-order for a full refund any time before dispatch.

14) Order changes and cancellations

We process orders quickly. If you need a change, email us immediately with your order number. If the parcel hasn’t shipped, we’ll try to help. If it has shipped, please refer to our Returns & Refunds policy.

15) Subscriptions and shipping

Subscription orders ship on your renewal schedule to the address on file. You can pause, edit, or cancel any time before the next charge date in your account portal. Shipping fees for subscription orders apply per shipment unless a free-shipping threshold is met at renewal.

16) Service changes and temporary pauses

We may change, suspend, or temporarily pause delivery to a country or region at any time if carriers, logistics, compliance, safety, or seasonal heat require it. We’ll update our site and, where relevant, notify affected customers. Orders already dispatched will continue in transit.

17) Contact

Questions about shipping:

Email: support@loomigummies.com

Hours: Monday–Friday, 9 am–5 pm AEST/AEDT

18) Updates to this policy

We may update this policy from time to time. The version published on this page when you place your order applies to that order.