Shipping policy

Effective Date: August 2026
Governing Law: This Shipping Policy is governed by the Competition and Consumer Act 2010 (Cth) (ACL) and Australian Competition and Consumer Commission (ACCC) e-commerce guidelines. All statutory consumer rights under Australian law take precedence over any terms outlined in this policy.
Business Information
Brand Name: Toonfeel
Physical Address: 6 Belyando Street, Holmview, QLD 4207, Australia
Official Website: www.toonfeel.com
Contact Phone: +61 406 433 353
Support Email: hello@toonfeel.com

1. Policy Overview

This Shipping Policy outlines all shipping, delivery, processing, and transit terms for all orders placed via the Toonfeel official website. It covers domestic Australian shipping rules, delivery timeframes, shipping fees, order processing procedures, lost/damaged parcel remedies, and customer responsibilities. This policy complies fully with Australian consumer laws and cannot override customers’ statutory guarantee rights.

2. Order Processing Time

All orders received and confirmed via our website will be processed and dispatched within standard handling timeframes, excluding weekends and Australian national public holidays.
  • Standard Processing Time: 1–3 business days from the date of successful order payment and confirmation
  • Peak Season Processing: During sales campaigns, holiday seasons, or stock restocking periods, processing time may extend to 3–5 business days. Any extended delays will be notified via email to customers promptly.
Processing includes order verification, quality inspection, product packaging, courier booking, and dispatch arrangement. Customers will receive a shipping confirmation email with tracking information once the order has left our warehouse.

3. Australian Domestic Shipping Timeframes

All delivery times listed below are estimated business days (excluding weekends and public holidays), in accordance with ACCC requirements for transparent delivery disclosures. Delivery times commence from the date of order dispatch, not order placement.
  • Queensland (QLD) Local Delivery: 1–3 business days
  • New South Wales (NSW) / Victoria (VIC) / Australian Capital Territory (ACT): 2–4 business days
  • Western Australia (WA) / South Australia (SA) / Tasmania (TAS): 3–6 business days
  • Northern Territory (NT) & Remote Regional Areas: 4–8 business days
Unforeseen delays caused by courier network issues, extreme weather, natural disasters, or public holiday disruptions are beyond our control. Toonfeel will not be liable for consequential losses arising from reasonable delivery delays, consistent with Australian commercial law.

4. Shipping Fees & Free Shipping Terms

All shipping fees are calculated and displayed transparently at checkout before payment completion, complying with ACCC’s mandatory upfront pricing rules. All fees are inclusive of standard courier delivery charges.
  • Standard Flat Rate Shipping: Calculated based on customer delivery location, parcel weight and size, displayed at checkout
  • Remote Area Surcharges: Remote regional and NT delivery surcharges may apply where required by courier partners, fully disclosed prior to payment
  • Free Shipping Promotions: Free domestic shipping will be applied automatically at checkout when customers meet the minimum order threshold specified on our website during active promotional periods
All shipping fees are non-refundable for voluntary change-of-mind returns. For faulty, damaged, or non-conforming products covered under ACL statutory guarantees, all shipping costs will be fully refunded or covered by Toonfeel.

5. Delivery Address & Customer Responsibilities

Customers are solely responsible for providing accurate, complete, and valid delivery address details including street number, suburb, state, postcode, and valid contact phone number at the time of ordering.
In accordance with standard Australian e-commerce practices:
  • We are not liable for lost or undelivered parcels caused by incorrect addresses, incomplete information, or invalid contact details provided by the customer
  • Redelivery fees, return-to-sender fees, and re-shipping costs incurred due to customer address errors or missed deliveries are the customer’s sole responsibility
  • Customers must ensure someone is available to receive the parcel at the nominated delivery address to avoid courier return or hold fees

6. Parcel Tracking & Delivery Updates

Once your order is dispatched, you will receive an official shipping confirmation email containing your unique tracking number and tracking link. You may monitor your parcel’s delivery status in real time via the courier’s official website.
If your tracking status shows no updates for more than 5 consecutive business days, please contact our customer support team for investigation and assistance.

7. Lost, Stolen or Damaged Parcels (ACL Compliant Remedies)

In strict compliance with the Australian Consumer Law, customers are entitled to full statutory remedies for parcels lost, stolen, or damaged while in transit (prior to successful delivery):
  • Full purchase price refund, or
  • Free replacement delivery of the ordered products
Risk of product loss or damage transfers to the customer only upon successful completed delivery to the nominated address. Once delivery is marked complete by the courier, Toonfeel is no longer responsible for lost or stolen parcels left at the delivery location.
All transit claims must be submitted within 14 days of the scheduled delivery date with supporting tracking evidence.

8. Order Hold, Return to Sender & Undeliverable Parcels

Parcels that are undeliverable due to customer unavailability, incorrect address, refused delivery, or expired courier hold period will be returned to sender. In such cases:
  • Original shipping fees are non-refundable
  • Customers may request re-delivery at their own cost
  • If a refund is requested, only the product purchase price will be refunded after deducting return courier costs
This clause does not apply to parcels failed for delivery due to our incorrect shipping arrangement or courier errors attributable to Toonfeel.

9. International Shipping

Currently, Toonfeel provides Australian domestic shipping only. We do not support international orders or international delivery services. Any orders with overseas delivery addresses will be automatically cancelled and fully refunded.

10. Policy Updates & Legal Compliance

Toonfeel reserves the right to update this Shipping Policy to align with changes to Australian consumer laws, ACCC regulations, courier service terms, and business operational adjustments. All updates will be published on www.toonfeel.com and take effect immediately upon publication.
Nothing within this policy excludes or limits a customer’s non-waivable statutory rights under the Competition and Consumer Act 2010.

11. Shipping Enquiries & Support

For all shipping delays, tracking issues, parcel damage claims, and delivery-related enquiries, please contact our support team:
Email: hello@toonfeel.com
Phone: +61 406 433 353
Address: 6 Belyando Street, Holmview, QLD 4207, Australia