Shipping policy

Last updated: 21 May 2026
Effective date: 21 May 2026

This Shipping Policy applies to all orders placed through https://www.crumpaw.com (the "Site"), the Crumpaw online store. By placing an order on the Site, you agree to the terms of this Shipping Policy.

1. Delivery Area

1.1 Crumpaw ships to addresses within Australia only. We do not accept or dispatch international orders at this time. If you attempt to checkout using a non-Australian delivery address, your order will not be processed.

2. Shipping Cost

2.1 Standard shipping is free on every order placed on the Site, with no minimum order value and no exclusions. The "Free Shipping" price shown at checkout is the total you pay for delivery. No handling fee, surcharge, or fuel fees are added at any stage.

3. Order Processing Time

3.1 Handling Time: We dispatch orders within 1–2 business days of payment being received and cleared.

3.2 Cutoff time: Orders placed before 2:00 PM AEST on a business day are processed the same day. Orders placed after 2:00 PM AEST, on weekends, or on Australian public holidays are processed on the next business day.

3.3 Business days: Monday to Friday, excluding public holidays observed in New South Wales.

3.4 Dispatch confirmation: When your order is dispatched, you will receive a dispatch confirmation email containing your Australia Post tracking number and a tracking link.

4. Delivery Times

All Crumpaw orders are sent via Australia Post with full tracking.

4.1 Estimated transit time from dispatch:

All Australian destinations: 2–8 business days

4.2 Estimated total delivery time (processing + transit):

All Australian destinations: 3–10 business days from order placement

4.3 These windows are estimates provided by Australia Post. They are not guaranteed delivery dates. Delivery times may vary during Australia Post peak periods (for example, Black Friday, Christmas, Easter, and public holidays). If an unusually high volume or weather event affects dispatch or transit, we will update affected customers by email.

5. Tracking Your Order

5.1 Once your order is dispatched, you can track your parcel at any time via:

the tracking link in your dispatch confirmation email;
auspost.com.au/track; or
the AusPost mobile app.

5.2 If you have not received a dispatch confirmation email within 3 business days of placing your order, please check your spam folder and then contact us at support@crumpaw.com.

6. Delivery Issues

6.1 Incorrect or incomplete address: It is your responsibility to enter a correct and complete delivery address at checkout. If a parcel is returned to us by Australia Post because the address was incorrect, incomplete, or unable to be delivered (for example, nobody home after multiple attempts and the parcel was not collected from the nominated collection point), we will contact you by email. You may choose to have the parcel re-sent (re-dispatch postage is at your cost) or refunded (less actual return-to-sender postage, if any).

6.2 Missing parcels: If Australia Post tracking shows your parcel as delivered but you have not received it, please first check with your household, neighbours, building reception, and your nominated safe-drop location. If the parcel still cannot be located, contact us at support@crumpaw.com within 14 days of the "delivered" status and we will open an investigation with Australia Post.

6.3 Damaged parcels: If your parcel arrives damaged, please photograph the parcel and its contents before opening further, and email support@crumpaw.com within 7 days of delivery. We will arrange a replacement or refund under the Australian Consumer Law. See our Refund & Return Policy for full details.

6.4 Lost parcels: If your parcel has not moved in tracking for 10 business days after dispatch, contact us. We will lodge an investigation with Australia Post. If Australia Post confirms the parcel is lost, we will arrange a replacement or full refund at your choice.

7. Title and Risk

7.1 Title to and risk in the product passes to you when the product is delivered to the address you provided at checkout, or to an authorised collection point nominated by you or Australia Post.

8. Your Rights Under the Australian Consumer Law

8.1 Nothing in this Shipping Policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law, including your rights to acceptable quality, fitness for disclosed purpose, supply within a reasonable time, and a remedy for a major failure. For more information about your rights, visit www.accc.gov.au.