Shipping and delivery policies
COVID-19 postage alert
All orders receive a tracking number which gives you up to date shipping advice from Australia Post.
Our Squirrls travel the world and so do our customers. Regardless of where you are, if you place your order before 3pm (Melbourne time) Monday to Saturday, we will ship your Squirrl masks or undies the same day.
If you live in the postcodes of 3013, 3011, 3012, 3015 we will deliver free of charge on the same day (except Sunday) if you order before 3pm.
For non-local deliveries, delivery time will depend on standard or express postage policies of Australia Post.
Once Squirrls leave our office we take every care but cannot be held responsible for the performance of our partner, Australia Post (which is usually excellent!).
It's important to know that since the level 4 lockdown in Melbourne, Australia Post Standard parcels are taking up to 4 weeks to arrive from Yarraville in Melbourne to other Melbourne postcodes including 3025, 3016, 3018, 3068, 3065, 3440, and NSW and Queensland.
We strongly advise that you purchase Express Post which takes an average of 2 days to arrive.
MASKS (AU Only)
Express Shipping $7.45
Standard Shipping $9.20 (not recommended)
Express Shipping $11.95
Standard Shipping $ 9.20 (not recommended)
5+ mask orders Express shipping for FREE!
Standard Shipping: $8.95 (FREE for orders of 4 pairs = $119 AUD)
Express Shipping: $17.00 (FREE for orders of 7 pairs = $199 AUD)
As we're a small company at the moment, unfortunately we can't yet provide free shipping for our fabulous overseas customers (except NZ) but we're working on it!
Express Shipping: A$14.95 (FREE over $120)
Delivery to New Zealand takes between 3-5 working days, depending on your region.
SHIPPING TO THE REST OF THE WORLD
You will be notified at the checkout about the postage fees and expected delivery times.
TRACKING YOUR SQUIRRLS
As soon as we send your Squirrls, you will receive a confirmation order which includes a tracking code for Parcel Post and Express deliveries in Australia.
To track where your Squirrls are at any moment in time, just follow the link in the tracking email.
Unfortunately tracking is not available to our international customers.
Authority to leave (ATL) in a safe place
In Australia, Australia Post's posties will try to have your Squirrls signed for at the delivery address, however this may not always be possible - especially due to COVID-19.
In this case, Australia Post will either leave your Squirrls somewhere safe or deliver your parcel to the closest post office.
While we do everything we can to ensure your order is delivered in a timely manner, Squirrl will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over, or by any event which is out of our reasonable control or foresight, including but not limited to any delay caused by an incorrect delivery address being provided to us.
Please note that international orders (including to New Zealand) cannot be delivered to Post Office boxes.
CUSTOMS AND IMPORT DUTIES
Depending on the value of your order and the destination country, you may be charged import or customs charges. These charges are set by the destination country and we are not able to control or estimate any applicable fees or charges. Customs and import fees are the responsibility of the person receiving the parcel, and are not included in the cost of delivery. Please check with your country’s customs service if you need more information.
Different countries have different rules and regulations to allow goods into their country.
Via our shipping partner, Australia Post, we adhere to international delivery regulations. It's unlikely, but if your Squirrl undies are held up due to your country's customs regulations, you will need to communicate directly with the relevant authorities.
PROBLEMS WITH YOUR ORDER?
We want Squirrl to give you the perfect shopping experience, so if you have any problems with your order, please contact us as soon as possible so we can fix the issue.
Email: firstname.lastname@example.org or call/sms 61 (0) 414 440 483 (8am - 6pm Monday to Friday Melbourne, Australia time)