Shipping & Delivery

All Case Society Co orders are shipped from Queensland, Australia via Australia Post and include tracking.

Processing & Dispatch

Orders are generally dispatched within 1–2 business days, excluding weekends and public holidays.

During new releases, sales and peak periods, dispatch may take a little longer due to increased order volumes.

Once your order has been dispatched, you'll receive a shipping confirmation email with tracking details so you can follow it home.

Estimated Delivery Times

Delivery timeframes are estimates from dispatch and may vary depending on your location and the carrier network.

Australia

Standard Shipping: Estimated 3–8 business days
Express Shipping: Estimated 1–4 business days

International

New Zealand: Estimated 5–10 business days
United States: Estimated 6–12 business days
Canada: Estimated 6–12 business days
United Kingdom: Estimated 6–12 business days
Other regions: Estimated 15–25 business days

Delivery timeframes are estimates only and are not guaranteed delivery dates.

Once your parcel has been collected by the carrier, delivery timing may be affected by circumstances outside our control, including carrier disruptions, weather events, public holidays, peak postal periods, customs processing and local delivery conditions.

Rural and remote locations may experience longer delivery times.

Express Shipping provides a faster delivery service once dispatched; however, it does not change our order processing timeframe.

During peak periods such as Christmas, major sales and public holidays, both dispatch and carrier delivery times may take a little longer.

For current international delays and service disruptions, please refer to Australia Post's International Service Updates.

Tracking

All Case Society Co orders include tracking.

Once your parcel has been dispatched, tracking details will be sent to the email address provided with your order.

Australian orders are tracked through Australia Post.

For international orders, your parcel may be transferred to a local postal or delivery partner after arriving in the destination country. Your Australia Post tracking number can generally be used to follow the parcel throughout its journey.

International Delivery & Signature

Our standard international shipping service is tracked but does not require a signature on delivery unless expressly stated otherwise at checkout.

Depending on the destination and local delivery partner, parcels may be delivered to the delivery address, mailbox, reception area or another location used by the local carrier in accordance with its delivery procedures.

Delivery practices, tracking events and proof-of-delivery methods vary between countries and local carriers. Where available, the carrier may provide a delivery scan, photograph or other delivery information.

A recipient signature or delivery photograph will therefore not always be available for international orders.

My Tracking Hasn't Updated

Tracking scans can occasionally take time to update while a parcel is moving through the carrier network.

For international orders, tracking may pause while the parcel is in international transit. This is normal, and the next scan may not appear until the parcel reaches customs or the destination country's local carrier.

If your parcel is delayed beyond the estimated delivery window, please check your tracking for the latest information.

If your tracking has not updated for an extended period, contact us with your order number and we'll be happy to assist.

Tracking Says Delivered, But I Can't Find My Parcel

If tracking shows your parcel as delivered but you cannot locate it, please first check:

• around the delivery address, including entrances, mailboxes and other possible delivery locations;
• with other members of your household;
• with neighbours;
• with reception, concierge or building management where applicable; and
• any location shown in the carrier's proof-of-delivery photograph, if one has been provided.

Please also check directly with the local delivery carrier, as they may be able to provide additional information regarding where the parcel was left.

If you still cannot locate your parcel, contact us at hello@casesocietyco.com with your order number.

Where tracking records a parcel as delivered, we may review available carrier information, including delivery scans, photographs, GPS or other proof of delivery where available, and may lodge an enquiry with the relevant carrier before determining the appropriate resolution.

A refund or replacement will not automatically be issued solely because a customer reports that a parcel cannot be located where carrier tracking records it as delivered. Each case will be reviewed using the available delivery information and, where necessary, the outcome of the carrier's investigation.

If the carrier confirms that a parcel was lost, incorrectly delivered or otherwise not delivered to the correct destination, we will work with you to provide an appropriate resolution in accordance with applicable consumer law.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please check your address carefully before completing your order.

If you notice an error after placing your order, contact us as soon as possible. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has entered processing or been shipped.

If a parcel is delivered to the address provided with the order, we cannot provide a refund or replacement solely because the customer entered an incorrect address.

If an incorrectly addressed parcel is returned to us, we can arrange redelivery once it has been received back. Additional shipping charges may apply.

International Orders, Customs & Duties

International orders may be subject to customs clearance, import duties, VAT, taxes, handling fees or other charges depending on the destination country.

Unless otherwise stated in our Regional Information below, these charges are determined by local authorities and are the responsibility of the customer. They are not included in your product or shipping price unless specifically stated at checkout.

Case Society Co cannot refund or reimburse customs duties, VAT, import taxes or other charges collected directly by customs authorities or third parties.

Customs processing is managed by local authorities and may occasionally delay delivery or require information or action from the recipient before a parcel can be released.

Regional Information

United Kingdom
No additional VAT or customs charges are payable on delivery. UK orders arrive with nothing further to pay.

United States
Applicable duties and taxes are prepaid, with no additional duties or taxes payable on delivery.

Australia & New Zealand
No additional customs charges apply to orders within applicable local import thresholds.

European Union
Shipping is currently paused. Please see our EU shipping information below.

All Other Regions
Local customs duties, taxes or import fees may apply and are the responsibility of the customer.

Refused, Unclaimed & Returned Parcels

Customers are responsible for ensuring their delivery address and contact details are correct when placing an order.

If a parcel is refused, left unclaimed, returned to sender or unable to be delivered due to unpaid customs charges or customer inaction, any return shipping costs charged to Case Society Co may be deducted from the eligible refund, where permitted by applicable law.

Original shipping charges are non-refundable where permitted by applicable law.

Refunds for returned parcels can only be processed once the parcel has been received back and assessed by our team.

If return shipping costs exceed the value of the order, the parcel may be unable to be returned to us. Where this occurs, we will review the circumstances and any available options.

If you would like a returned parcel sent again, a new shipping fee will apply.

Nothing in this policy excludes or limits any rights or remedies available to you under applicable consumer law.

European Union: Shipping Temporarily Paused

We are not currently shipping to countries within the European Union.

Recent changes to EU import and product compliance requirements have made direct shipping from Australia increasingly complex for independent brands.

Rather than risk unexpected charges, significant delays or parcels being held at the border, we have temporarily paused EU orders while we work through these requirements and explore the best way to return to the region.

We're keeping a close eye on any changes and hope to be back soon. Thank you for understanding.

Need Help?

If you have any questions about shipping, delivery or tracking, please contact us at hello@casesocietyco.com with your order number.

Our team generally responds within 2–3 business days.