Shipping policy

Shipping Policy

At Susan Bay, we place great importance on clear, transparent, and reliable delivery.
Below you will find all important information about our delivery areas, processing times, and shipping procedures.

1. Delivery area

We currently deliver to:

Australia
New Zealand

Orders outside these regions cannot be processed at this time.

2. Delivery address

Your order will be shipped to the delivery address provided during checkout.

Please ensure that all address details are complete and accurate. Susan Bay cannot be held responsible for delays, failed deliveries, or returned packages caused by incorrect or incomplete address information.

3. Processing time

All orders are processed within 1–3 business days.
(Monday–Friday, excluding public holidays.)

Orders placed on weekends or public holidays will be processed on the next business day.

4. Shipping time

Once processed, your order is shipped from our logistics centre.

Average delivery times:

Australia: 8–12 business days
New Zealand: 8–12 business days

(Monday–Friday)

Shipping times may vary due to:

Seasonal demand
Transport or logistics capacity
Customs clearance procedures
Public holidays
High order volume during promotions or warehouse sales

5. Total delivery time

Processing time: 1–3 business days
Shipping time: 8–12 business days

➡️ Estimated total delivery time: 9–15 business days from the date of purchase

Please note:
These are estimated timeframes. External factors beyond our control may occasionally impact delivery times. Our logistics team actively monitors all shipments.

6. Shipping costs

We offer free shipping on all orders.
No additional shipping or handling fees apply.

7. Secure payment options

We offer secure, SSL-encrypted payment methods, including:

Visa
Mastercard
American Express

All payments are processed securely through our authorised payment service providers.

8. Shipment tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking link.

Tracking information may take 3–8 business days to appear after the parcel has left the warehouse.

9. Failed delivery or incorrect address

If delivery is unsuccessful due to an incorrect or incomplete address:

The parcel may be returned to us
Our customer support team will contact you
We will work with you to arrange redelivery or an appropriate solution

Please carefully review your delivery address during checkout.

10. Delivery confirmation & lost packages

Once a package is marked as delivered by the carrier, the delivery is considered complete.

If a package cannot be located after being marked as delivered, we will assist you in contacting the carrier and investigating the issue.

11. Contact

If you have any questions regarding your order or delivery, please contact us:

Email: hello@susan-bay.com
Contact form: Click here