Shipping policy

Shipping Policy

Shipping Locations

We currently ship to customers in:

Australia
New Zealand

Order Processing Times

Most orders are made, packed, and dispatched within 1–3 business days.

As our products are made to order, processing times may vary during busy periods, public holidays, or peak sale periods.

You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Shipping Rates and Delivery Estimates

Shipping options and rates are shown at checkout before payment is completed.

Australia

Standard Parcel Post
$11.00
Estimated delivery: 3–5 business days
Free standard shipping is available on orders of $150.00 or more.

Express Parcel Post
$15.00
Estimated delivery: 1–2 business days

New Zealand

Standard Shipping
$15.00
Estimated delivery: 5–8 business days

Express Shipping
$25.00
Estimated delivery: 3–5 business days

Delivery times are estimates only and are based on the time after dispatch. Delays may occur due to postal delays, customs processing, public holidays, weather events, or other issues outside our control.

Tracking

All orders are shipped with tracking.

Once your order has been dispatched, you will receive a tracking link by email. Please allow time for tracking updates to appear after your parcel has been collected or scanned by the carrier.

Incorrect Shipping Details

Please ensure your shipping address is correct before completing your order.

If you enter an incorrect address, email us as soon as possible at christy@onwood.com.au. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed or shipped.

If an order is returned to us due to an incorrect or incomplete address, additional shipping charges may apply to resend the order.

Lost, Delayed, or Damaged Parcels

If your order appears to be delayed, lost, or damaged in transit, please contact us at christy@onwood.com.au with your order number and tracking details.

We will work with the shipping carrier where required to investigate the issue.

If your item arrives damaged, please contact us within 7 days of delivery and include photos of:

The damaged item
The packaging
The shipping label

This helps us assess the issue and arrange a suitable resolution.

Customs, Duties, and Import Taxes

For New Zealand orders, customs duties, taxes, or import charges may apply depending on the order value and local regulations.

Any customs fees, duties, taxes, or import charges are the responsibility of the customer unless otherwise stated at checkout.

We are not responsible for delays caused by customs processing.

Authority to Leave

If you choose or request authority to leave, or if the carrier leaves the parcel in a safe place, OnWood is not responsible for parcels that are lost, stolen, or damaged after being marked as delivered.