OUR COMMITMENT

Nine Tails Collective Pty Ltd, trading as Nine Tails Collective (NTC), is committed to providing reliable and transparent shipping services.

This policy explains how we process, dispatch and deliver orders.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

1. SHIPPING DESTINATIONS

Nine Tails Collective ships throughout Australia and internationally, including New Zealand, the United States, the United Kingdom and most other countries.

Available destinations and shipping options will be displayed at checkout. Due to sanctions or carrier restrictions, we are unable to ship to some countries.

Australian orders: Standard Shipping and Express Shipping via Australia Post.

International orders: International Standard and International Express via Australia Post, for orders up to 5 kg. For larger international orders, please contact us before ordering.

2. ORDER PROCESSING & DISPATCH

We aim to process and dispatch orders within 2–5 business days after payment has been confirmed, provided all ordered products are available.

Business days exclude weekends and Victorian public holidays.

Processing times are estimates and may vary during promotional periods, major product launches, public holidays or periods of unusually high demand.

Order processing time is separate from the carrier's estimated delivery time.

3. SHIPPING RATES

Shipping charges are calculated based on the weight of the order, delivery destination and available shipping services.

Applicable shipping charges will be displayed at checkout before payment is completed.

Free shipping is not automatically provided unless expressly offered as part of a specific promotion or arrangement.

4. SHIPPING CARRIERS

Nine Tails Collective ships Australian and international orders with Australia Post. Larger, bulk or wholesale shipments may be sent with other suitable freight or courier providers where appropriate.

The carrier selected may depend on the destination, shipment dimensions, weight, service availability and nature of the products ordered.

5. INTERNATIONAL ORDERS, CUSTOMS & DUTIES

International orders may be subject to import duties, taxes (such as GST or VAT) and customs or brokerage fees charged by the destination country.

These charges are not included in our product prices or shipping charges, are set by the destination country, and are the responsibility of the recipient. They are usually collected by the local carrier before or upon delivery.

Customs processing may cause delays outside our control. We recommend checking your country’s import rules before ordering.

Where prices are displayed in your local currency, they are converted from Australian dollars. Your bank or card provider may apply its own conversion or international transaction fees.

If an international parcel is refused or returned because duties or taxes were not paid, reasonable return shipping costs may be deducted from any refund where the customer is responsible, to the extent permitted by applicable law.

6. DELIVERY TIMEFRAMES

Estimated delivery timeframes are provided by the relevant shipping carrier and are indicative rather than guaranteed.

Actual delivery times may vary due to carrier operations, regional accessibility, weather, public holidays or other circumstances.

Where a significant delivery delay occurs, Nine Tails Collective will provide reasonable assistance and appropriate remedies in accordance with applicable law.

7. TRACKING INFORMATION

All orders are shipped using a tracked delivery service.

Once an order has been dispatched, tracking information will be provided using the contact details supplied at checkout.

Tracking updates are managed by the relevant shipping provider and may not appear immediately after dispatch.

8. LOST OR DAMAGED SHIPMENTS

If an order is lost during transit or arrives damaged, please contact Nine Tails Collective as soon as reasonably possible.

We may request your order number, photographs of damaged products or packaging, and other information reasonably necessary to investigate the issue.

Nine Tails Collective will investigate the matter with the relevant shipping provider and arrange an appropriate remedy in accordance with Australian Consumer Law.

Customers are not required to resolve a courier dispute themselves before exercising their applicable statutory rights against Nine Tails Collective.

9. PO BOXES & PARCEL LOCKERS

For Australian orders, Nine Tails Collective accepts delivery to PO Boxes and Australia Post Parcel Lockers where supported by the selected shipping provider.

Some courier services require a physical street address.

Where the supplied delivery address is incompatible with the available shipping service, we may contact the customer to arrange an alternative address or delivery method.

10. OPTIONAL SHIPPING INSURANCE

Additional shipping insurance may be offered as an optional service at checkout where supported by our shipping arrangements.

Any applicable insurance charges, coverage conditions and exclusions will be disclosed before purchase.

Purchasing additional insurance is not a condition of receiving remedies to which a customer is entitled under Australian Consumer Law.

The availability of optional shipping insurance may vary depending on the shipment and carrier.

11. COMBINED & SPLIT SHIPMENTS

Orders containing multiple products will generally be dispatched together once all products are available.

Where appropriate, Nine Tails Collective may arrange separate shipments or agree to a split shipment with the customer.

Any additional charges for customer-requested split shipping will be communicated before the arrangement is confirmed.

Customers' statutory rights relating to delays, cancellations and remedies remain unaffected.

12. SHIPPING ADDRESS CHANGES

Customers are responsible for providing complete and accurate delivery information at checkout.

Requests to change a delivery address should be submitted as soon as possible.

Nine Tails Collective will attempt to accommodate address changes before dispatch where reasonably possible.

Once an order has been dispatched, changes may not be possible and additional carrier charges may apply.

13. SIGNATURE ON DELIVERY

Signature on delivery may be required for higher-value orders, bulk shipments or other shipments where Nine Tails Collective considers it appropriate and the carrier supports the service.

Customers may be required to collect shipments from a designated collection point where delivery cannot be completed.

14. FAILED DELIVERIES & RETURNED PARCELS

If a parcel is returned because the customer supplied an incorrect or incomplete address, refused delivery or failed to collect the parcel, reasonable additional redelivery charges may apply where the customer is responsible.

Any applicable charges will be communicated before redelivery is arranged.

Where a failed delivery results from an error attributable to Nine Tails Collective, we will arrange an appropriate remedy at our cost.

Nothing in this section limits customers' rights under Australian Consumer Law.

15. SHIPPING DELAYS & HIGH-DEMAND PERIODS

During major product releases, promotions or unusually high order volumes, dispatch may take longer than the standard estimated processing period.

Nine Tails Collective may publish general shipping delay notices on its website and will contact affected customers directly where appropriate.

Where significant delays occur, we will provide updated information when reasonably available.

Any rights relating to unreasonable delays, cancellation or refunds under Australian Consumer Law remain unaffected.

16. PRE-ORDERS

Products offered for pre-order will display estimated availability or release information where available.

Pre-orders will generally be dispatched once the relevant stock has arrived and the order is ready for fulfilment.

Estimated availability dates may change due to manufacturing, freight, customs or other circumstances.

Where an order contains both in-stock and pre-order products, the order will generally be dispatched together once all items are available, unless otherwise stated or arranged.

Customers retain all applicable rights relating to delivery delays, cancellation and refunds under Australian Consumer Law.

17. WHOLESALE, STOCKIST & DISTRIBUTION SHIPPING

Approved Nine Tails Collective stockists and distributors may arrange freight through Nine Tails Collective or, subject to prior agreement, organise collection through their preferred freight provider.

For NTC-arranged freight, applicable shipping charges will be calculated and communicated before the relevant commercial order is finalised.

Customer-arranged freight collection must be coordinated and confirmed with Nine Tails Collective in advance.

Separate written wholesale, stockist or distribution agreements may govern freight arrangements, responsibilities and charges to the extent permitted by applicable law.

18. CHANGES TO THIS POLICY

Nine Tails Collective may update this Shipping Policy from time to time.

Any changes will be published on our website. Changes will not retrospectively alter agreed shipping arrangements for existing orders except where permitted by law or agreed with the customer.

19. NEED HELP?

For shipping enquiries, delivery concerns or assistance with an order, please contact:

Nine Tails Collective Pty Ltd
Trading as Nine Tails Collective
Email: support@ninetailscollective.com.au

Please include your order number where applicable.

THE HUNT NEVER ENDS.