Shipping policy

Shipping Policy

We want you to know what to expect when placing an order. Below you’ll find information about our dispatch schedule, shipping arrangements and what to do if you need help with your delivery.

Order Processing & Dispatch

We dispatch orders three times a week: Monday, Wednesday and Friday, excluding public holidays.

Once your payment has been received and your order is ready, we aim to send it on the next scheduled dispatch day. Orders placed on a dispatch day may be sent on the following scheduled dispatch day, so same-day dispatch is not guaranteed.

If a scheduled dispatch day falls on a public holiday, shipping will resume on our next scheduled dispatch day. During busy periods or unexpected disruptions, processing may take longer. We will contact you if there is a significant delay affecting your order.

Our dispatch days are the days parcels leave us, not guaranteed delivery days.

Shipping Options & Costs

We ship within Australia and to the international destinations available at checkout. Available shipping options and their costs will be displayed before you complete your purchase.

Please check your selected shipping service and delivery details carefully before confirming your order.

Delivery Timeframes

Delivery time is separate from order processing time. Any estimated transit time starts when your parcel is handed to the shipping carrier, rather than when you place your order.

Unless expressly stated otherwise, delivery timeframes are estimates, not guaranteed arrival dates.

Where express shipping is offered, it applies to the delivery service after dispatch. Express shipping does not change our Monday, Wednesday and Friday dispatch schedule.

Tracking Your Order

Once your order has been dispatched, we will send a shipping confirmation to the email address provided at checkout, including tracking details where available for your selected service.

If you need help locating your shipping confirmation or tracking your parcel, please email support@totallyozzytots.com with your name and order number.

Discreet Packaging

Australian orders: Your items will arrive in plain, discreet packaging, with Totally OZ displayed on the shipping label and no indication of the package’s contents.

International orders: Our full business name and an accurate description of the package’s contents will appear on the relevant shipping labels and customs documentation. International customs declarations require sender and contents information, so international orders cannot offer the same level of discretion as domestic orders. Please keep this in mind when purchasing.

International Shipping & Customs

International orders may be subject to customs clearance and additional import duties, taxes or processing fees. Depending on the destination and shipping arrangement, charges not collected at checkout or otherwise prepaid may be payable by the recipient before delivery.

Customs processing can affect delivery times. Please check the import requirements for your destination before placing an order, particularly if you need your items by a particular date.

Delivery Addresses & Returned Parcels

Please ensure your shipping address is complete and accurate, including any unit number, postcode and required delivery instructions.

If you notice an error, email support@totallyozzytots.com as soon as possible. We will do our best to update your details before dispatch, but changes cannot be guaranteed once your order is on its way.

If a parcel is returned because of an incorrect address supplied at checkout or because it was not collected, we will contact you to discuss the next steps. Reasonable additional postage costs may apply where the return resulted from your error or failure to collect. We will explain any proposed charges before arranging redelivery. These charges will not apply where the issue was caused by us or our shipping carrier.

Delayed, Missing or Damaged Orders

If your order has not arrived within the expected timeframe, appears to be missing or arrives damaged, please contact support@totallyozzytots.com with your order number and details of the issue. For damaged deliveries, photographs of the packaging and affected items can help us assess the problem.