How is my parcel sent?
All items are sent via Australia Post (within Australia). At checkout, you will be given the option of choosing either Standard Postage, Express Postage or both options with signature on delivery. Choose your option carefully. This price includes the packaging of your Kenzie Collective products, post box/satchel and tracking.
Does my parcel come with tracking within Australia?
Yes. Once your package has been scanned into Australia Post, we will email you a confirmation email which will include your tracking information (Australian customers only). Kenzie Collective will not be held responsible for any lost items once handed over to Australia Post. It is your responsibility to check the tracking information sent. It is NOT our responsibility to keep an eye on your parcel and send updates. If you have any questions in regards to the tracking of your parcel, please call Australia Post on 1800 101 318.
If your parcel is returned to us as it has not been collected from an Australia Post depot/mail centre within the time frame detailed by Australia Post, it is YOUR responsibility as a customer to pay for the parcel to be resent. We are not held responsible for parcels that are not collected.
Does my order need to have correct details in regards to my postage address?
Of course! Please note, if you do not provide your correct address on your Paypal information and a parcel is returned to us, we will have to charge you to resend your item. Please make sure that your postal information is correct to avoid waiting longer periods and paying extra postage. It is the customers responsibility to make sure that the address section is filled out correctly. We will address your parcel AS WE SEE IT WRITTEN.
What are our processing/handling times?
Please allow up to 5-7 working days (excluding weekends and public holidays) for your order to be processed, packed and posted. We will not be held responsible for the time it takes Australia Post to deliver your package (2-20 days as per the Australia Post website via the standard service). Once your parcel is posted, it is out of our control. If you choose the Express Postage option, this DOES NOT speed up the processing/handling time. Again, keep an eye on the tracking information that is sent via email. This tracking number will allow you to see the delivery of your parcel.
Have you placed mulitple orders?
If you have placed an order with Kenzie Collective and wish to add more to your order, you will need to submit a separate order. If you would like to combine your orders into one parcel, please send us an email, quoting the order #'s so we can locate them for you. We will only combine parcels if an email has been sent.
Do we allow local pickup?
Yes. If you are a Toowoomba local, please send us an email in regards to collecting your parcel. Your order will still need to be placed online however, we will give you a special CODE that will deduct the postage charge.
Do we post Internationally?
We now ship INTERNATIONALLY to various countries. Please note that this form of postage is Air Mail only (no tracking). If you require tracking, you will need to email us for further information. Kenzie Collective will not be held responsible for extra government taxes & charges that may be issued upon arrival into your country. These charges will be additional charges, responsible by the package receiver. We WILL NOT send overseas packages marked as 'gift'.
Do you have further questions?
Please visit the Australia Post website for a more detailed description of their postage service.