Shipping, Returns & Delivery

Shipping Information

Shipping is based on a minimal order of $25.00

Shipping costs

We use Australia post for most of our shipping with standard and express options at checkout. Shipping costs are calculated during checkout. Payment is collected with purchase.

Shipment

Because our products are temperature sensitive, we avoid sending our product towards the end of the week where it can be in a hot warehouse over the week end.

We only send to a physical address not a P.O. Box

International orders

Please contact us and we will advise you if we can deliver.

Returns Policy

If you have a faulty product, please contact us directly by phone to discuss, each situation is different so we would rather speak to you directly to resolve any issues.

If the products you receive from Carobana are faulty or damaged, or does not match the description of your order, then we will happily provide a replacement, and if the replacement cannot be supplied, we will provide a credit or refund for the products in question, provided a claim is submitted within 7 days of receipt of items.

There is no refund or exchange of product if you change your mind or have made an error in your order. We may be able to update the order if the parcel has not been picked packed or shipped.

In the event of a faulty item, we may decide that you return the product for our inspection prior to replacing or refunding. Customers will be required pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon receipt of items for warranty claim you can expect Carobana to process your claim within 7 days. Once the claim is confirmed, you will receive the choice of.

Refund to your payment method
A refund in store credit
A replacement item sent to you (if stock available)

Delivery Terms

Transit Time

Generally, shipment time is 2 to 7 days

Dispatch Time

Orders are usually dispatched within 2 days of payment of order.

Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

P.O. Box Shipping

Please contact us we can arrange this.

Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so we can conduct investigation.

Tracking Notifications

Upon dispatch customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the updates made by the shipping provider.

Parcels Damaged in Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with us.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If the order has already been dispatched, please refer to our refund policy.

Insurance

Parcels are insured for loss and damage up to the value stated by the courier.

Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

Customer service

For all customer service enquiries please submit an enquiry at info@carobana.com.au or phone (02) 6653 6051.