Shipping

Australian Deliveries

Excludes orders containing products stating that the item is excluded from free shipping offers on the product page.

My cart is over $199 but im still being charged Shipping:

The Free Standard Shipping over $199 offer does have some exceptions. These include products stating that the item is Excluded from Free Shipping offers. Eg. Bulky Equipment, Marketplace items etc.

These products are clearly labelled as being excluded on the product page, in the cart and in the checkout. We recommend removing the item/s from your cart that may be excluded from the Free Standard Shipping offer to get the rest of your order sent with Free Standard Shipping. 

The Free Standard Shipping over $199 offer also only applies to orders within Australia.

When to use Authority to Leave

Ideal if you are having a parcel delivered to a workplace, PO Box, Parcel Locker or if you have a safe place at home the parcel can be left. TWL takes no responsibility if your parcel is stolen.

When to use Signature Required

Ideal if you are having your parcel delivered to your house when you may not be home or may not have a safe place to have a parcel left but want to ensure you receive your parcel. If you are not home at the time of delivery a 'sorry we missed you' card may be left and the parcel will be left with the local Post Office or Newsagent for pickup. Australia Post may now email you instead of leaving a 'Sorry We Missed You' card with collection details.

Warehouse Pickup

For customers in South Australia we offer a Warehouse Pickup option If all the products in your cart are available in our warehouse, the Warehouse Pickup option will appear in checkout. If it does not appear, it means that one or more of the products are sent from our marketplace partners.

Warehouse Pickup orders are generally ready for pickup within 1-2 business days.

You will be emailed when your order is ready to be picked up by our team.

Orders Over 5kg (Bulky Equipment orders)

Orders over 5kg cannot be shipped using an express courier within Australia and need to be transported by truck to your location. They are also not included in the Free Standard Shipping over $199 offer.

For orders over 5kg in weight, it may take up to 7 business days after placing the order for dispatch and tracking number allocation.

Delivery takes an additional 3-8 business days after dispatch, depending on your location.

Items that do not qualify for the Free Standard Shipping offer are marked as 'Excluded from free shipping, free gift, or app offers.' on the product page and in the checkout.

Important: 

Express Shipping relates to the order being sent using an express courier after despatch (once a tracking number has been provided).

Selecting Express Shipping does not prioritise your order in our warehouse and all orders regardless of their selected shipping option are sent in a chronological order. 

Want to skip the wait and get your order sent first? We offer a 'Priority Shipping' option in the checkout for a small fee.

New Zealand Deliveries

Deliveries outside of Australia and New Zealand

Shipping costs are influenced by the weight of the product and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.

Please note: If your order is being delivered outside of Australia and New Zealand you may be charged extra Import Taxes and/or Import Duties by your Government's import or customs department at the time of delivery.

The payment of any extra import taxes or duties are your responsibility.

If orders are rejected at customs by the customer resulting in the order being sent back to our warehouse, the customer is responsible for the payment of the shipping back to our warehouse. The amount charged for return shipping will be deducted from the refund amount.

International orders are sent using DHL Express, Fedex or Australia Post. International orders sent using Australia Post are handed over to a local carrier for final mile delivery.

Please allow 2-10 Business Days for your items to arrive once it has been left our warehouse.

TWL sends orders to all corners of the globe meaning the time frame for delivery is different depending on the destination country and remote locations may longer. 

The carrier may provide an ETA on your delivery as part of the tracking information.

Please note: If your order is being delivered outside of Australia and New Zealand you may be charged extra import taxes and/or duties by your Government's import or Customs department at the time of delivery.

The payment of any extra fees or duties are your responsibility.

If orders are rejected at customs by the customer resulting in the order being sent back to our warehouse, the customer is responsible for the payment of the shipping back to our warehouse. The amount charged for return shipping will be deducted from the refund amount.

The TWL HQ Warehouse operates Monday to Friday and our goal is to get your order picked, packed and on it's way to you as accurately and quickly as we can.

We have invested heavily in our warehouse management systems to ensure we are as efficient and accurate as possible.

Orders are not despatched on South Australian Public Holidays, Federal Public Holidays or weekends.

Want to skip the wait and get your order sent first? We offer a 'Priority Shipping' option in the checkout for a small fee.

• During peak sale periods (Easter Sale, Mid Year Sale, TWL Week, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) we cannot always meet our next business day despatch goals and orders may become backlogged in our warehouse.

* Items over 5kg can take up to 3-7 business days to be sent.
** Please Note: Delivery and sending times may vary during sale periods due to high order volumes.

PRIORITY SHIPPING

Skip the shipping queue and get your order sent first? For a small fee we offer a 'Priority Shipping' option in the checkout process.

Customers who select 'Priority Shipping' in the checkout process will have their order sent on the following order upload run our warehouse creates, ensuring their order makes it out the door faster.

This is particularly useful during a sale period or if you urgently need your product.

By selecting Priority Shipping, it does not upgrade your shipping method to an express shipping carrier, but it will ensure your order is dispatched quickly.

Priority Shipping is not always possible with orders containing items from our marketplace partners. If priority shipping despatch is not possible with your order, we will refund the Priority Shipping fee you paid.

PROTECT YOUR DELIVERY WITH SHIP PROTECT SHIPPING PROTECTION

A Finder survey found that 1 in 5 Australians have had a parcel lost or stolen in transit in the last 12 months. Thats 4.2 million parcels a year in Australia. The survey also found that 5% of Australians have also had a parcel stolen from their front porch or letterbox. The survey also discovered that 4% of participants had a parcel delivered to the wrong address.

Fight the parcel pirates and include SHIP PROTECT Shipping Protection on your order.

There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with a small fee and we’ll offer you a refund or replacement if it doesn't arrive or arrives damaged.

WHAT WE DEEM AS LOST:

• Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 7 business days for your parcel to be delivered after it has been scanned as 'delivered.'
• Sometimes the courier prematurely marks it as delivered and tries a redelivery or it turns up in a secure location such as in your power meter box or behind a gate or roller door at your property or it may be at your neighbours.
• When a shipment has been in transit for more than 20 business days and cannot be located by the courier company.
• We reserve the right to classify your shipment as ‘delayed’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged from transit. eg. apparel/footwear is wet, stained, torn, etc.
• Some of your order is missing or damaged due to the packaging opening in transit 

Please contact us immediately at our Contact Us page if your items have arrived damaged or something is missing. We will require some photographic evidence of tampered items.

WHAT WE DO NOT COVER:

• Missing parcels or redelivery fees due to incorrect address information provided by you
• Delays in transit due to supply chain issues, floods, strikes, bushfires or other natural disasters
• Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
• Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from your refund
• Items that are returned to us for a refund or exchange that are not in a resalable condition

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us at our Contact Us page and a member of our customer experience team will assist you. What to include in your claim email: 

• Description of your issue
• Photo evidence of damage if applicable

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting SHIP PROTECT shipping protection, you agree to these terms. 

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbour or at a secure location, we are not responsible for a refund or replacement.

*Shipping Protection is non-refundable. 

1. Double check your address before ordering

2. Choose the 'Authority to leave' option in the checkout if you have a secure front yard or location that a parcel can be left.

3. If you do not have a secure location where a parcel can be left with authority to leave, potentially select to have your order delivered to your workplace. We recommend selecting the 'Signature on Delivery' option in the checkout so you know who signed for your order if you are not going to be available to meet the delivery driver.

4. If being delivered to a workplace, include the name of the business, not the shop number or level.

Australian Domestic Orders

Orders under 5kg are delivered by Australia Post, Couriers Please or Aramex. Other courier services such as Toll IPEC and Hunter Express are utilised to deliver heavier packages over 5kg.

New Zealand Orders

Orders to New Zealand shipped by Australia Post and DHL eCommerce are handed to New Zealand Post to deliver the final mile unless otherwise stated.

DHL Express and Fedex deliver directly door to door.

Please allow 3-10 business days for your items to arrive outside of peak periods.

Order outside Australia and New Zealand

Other International orders are sent using DHL Express, Fedex or Australia Post. International orders sent using Australia Post are handed over to a local carrier for final mile delivery.

Please allow 2-10 Business Days for your items to arrive once it has been left our warehouse (the item is considered despatched when a tracking number is provided).

TWL sends orders to all corners of the globe meaning the time frame for delivery is different depending on the destination country and remote locations may longer. 

Please note: If your order is being delivered outside of Australia and New Zealand you may be charged extra import taxes and/or duties by your Government's import or Customs department at the time of delivery.

The payment of any extra fees or duties are your responsibility.

If orders are rejected at customs by the customer resulting in the order being sent back to our warehouse, the customer is responsible for the payment of the shipping back to our warehouse. The amount charged for return shipping will be deducted from the refund amount.

TWL endeavours to provide every parcel that leaves our warehouse with a tracking number including free delivery parcels.

HOW DO I CHECK MY ORDER STATUS?

Please visit the ORDER STATUS Page.

How are TWL gift cards delivered?

Gift Cards are digital only and delivered instantly to your inbox! All you need to do is place your order and then the Gift Card purchased will be delivered electronically to your email.

Who will receive the gift card? 
Gift cards are sent to the email address provided at checkout. The person with access to the email provided at checkout will receive the gift card in a separate email from the order confirmation email.

They can either forward the gift card email to the recipient or print the confirmation and hand it to them in person.

What do I do if I can't find my gift card?

The best thing to do is to double check your Junk mail. Sometimes your gift card might end up there. Still no luck? Please contact us and we will organise to resend the gift card or set up a custom gift card option for you.

For more information on regular Australia Post shipping please visit the link below:

https://auspost.com.au/mypost/track/#/search

For more information about Aramex shipping, please use the link below:

https://www.aramex.com/au/en/home

For any FAQs on DHL tracking please check out the following link:

http://www.dhl.com/en/express/tracking/tracking_faq.html

For any FAQ's on Fedex tracking, please check out the following link:

https://www.fedex.com/en-au/tracking.html

In the unlikely event there is an issue with your order, you will be notified by one of our team as soon as possible.

Outside of a sale period, if you ordered a product and it is out of stock we will make contact to suggest an alternative by either phone call or email before sending out the rest of your order.

If you have made an order during a sale period (Easter Sale, Mid Year Sale, TWL Week, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) we will refund you for that item, using the payment method you used, and immediately send out the rest of your order. We will inform you if we have to do this by email.

If you have ordered during a sale period (Easter Sale, Mid Year Sale, TWL Week, Black Friday, Cyber Monday, Boxing Day and End of Year Sale) please wait at least 7 business days before contacting us if you have not received a tracking number or 5 business days if you have received a tracking number but have not received your order.

If your order is late check the tracking and make sure there isn’t a delay listed by the carrier. Check you have supplied the correct delivery address for your order and your contact details are up to date by logging into your account.

Check to see if you have a 'sorry we missed you' card or email from one of our carriers. Your parcel may be awaiting collection at a local post office or newagent.

Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.

If you cannot locate your order after following these steps, please get in contact with us and provide your order number and we will investigate.

If you need to redirect your parcel once the item has been shipped this can only be done by you, the receiver. You must contact the carrier directly. The contact information for our carriers are provided through the tracking information that was emailed to you.

TWL does not have the authority to redirect a parcel once it has left our warehouse for any customers under any circumstance.

In almost all instances the ‘missing’ item is packaged in an unusual part of the package and discovered upon an additional check over. Our warehouse team may package some items within other items to either protect them in transit or keep the package neat and tidy. Please thoroughly check all items.

In addition, check the shipping confirmation email from us to check all items were sent in the one package. Occasionally items in your order may be sent separately, especially if one or more pieces in your order are being sent from a marketplace partner.

If you are still having trouble locating the item, please reach out and fill out the form on our Contact Us page with your order number so we can investigate further.

Items in your order may ship from multiple locations, especially if your order contains items from one of our Marketplace Partners. These items state that they ship separately on their product page.

All orders are processed Monday - Friday only, and not on South Australian Public Holidays or Federal Public Holidays.

Rarely, packages are lost in transit, delivered to the wrong address, or arrive in separate packages. Packages may also be left with a family member, neighbour, co-worker, or building manager. 

If an order is 3 or more business days past the estimated delivery date or tracking shows it as delivered, and you never received the order, please contact the carrier to create a case number before contacting our support team on our Contact Us page to investigate.