Shipping policy

Shipping Policy
Pacific Roots Collective 
Pacific Roots Collective creates every piece with intention. Our products are made to order, printed with care, and sent out to you with the same pride we put into our culture and community. This policy explains how shipping works for all orders placed through our store.

🌿 Production Time
Every item is made to order. This helps us reduce waste and honour our kaupapa of thoughtful, meaningful production.
Production usually takes 2–5 business days before your order is shipped.
During busy seasons or new drops, production may take slightly longer. You’ll receive an email as soon as your order is on its way.

🚚 Shipping Within Australia
We ship Australia‑wide using trusted carriers such as Australia Post and courier partners.
Typical delivery timeframes:
•     Standard Shipping: 3–8 business days
•     Express Shipping (if available): 1–4 business days
Delivery times may vary depending on your location, carrier delays, or peak periods.

🌏 International Shipping
International shipping may be available for selected products. Delivery times vary by country and can take 7–21 business days, depending on customs and local postal services.
Any customs duties, taxes, or import fees are the responsibility of the customer.

💸 Shipping Rates
Shipping rates are calculated at checkout based on your location and the items in your order.
We may offer:
•     flat‑rate shipping
•     free shipping thresholds
•     express upgrades (where available)
Any current offers will be shown at checkout.

🏠 Incorrect Shipping Details
Please double‑check your address at checkout.
We cannot refund or replace orders where the shipping address was entered incorrectly by the customer.
If you realise there’s a mistake, contact us as soon as possible. If your order hasn’t entered production, we may be able to update it.

📬 Tracking Your Order
Once your order ships, you’ll receive a tracking number via email. Tracking updates may take 24–48 hours to appear.
If your tracking shows “delivered” but you haven’t received your parcel, please check:
•     your letterbox
•     around your property
•     with neighbours
•     with your local post office
If you still can’t find it, reach out and we’ll help lodge an investigation with the carrier.

❗ Lost or Missing Parcels
If a parcel is confirmed lost by the carrier, we will send a replacement at no cost.
If the parcel was delivered to the address provided at checkout, we cannot offer a refund.

🔁 Returns & Exchanges
For information on faulty items, exchanges, or our no‑refunds‑for‑change‑of‑mind policy, please see our Returns & Refunds Policy.

📩 Contact
If you have any questions about shipping, reach out to us at:
crystal.tiseli@gmail.com
We’re here to help and always aim to respond with the same care and respect that guide our brand.