IMPORTANT INFORMATION ABOUT YOUR ORDER
Pumpkin Parcel is a 2-person, family owned business. Wax melts & oils are made by hand to order. Due to space limitations, other accessories like burners & incense might be sourced from our vendors when you place an order. Because of this, your order might take longer than you'd expect with a very large online shop. We will post a current production time on the main page of the site.
We ship with Aus Post, and they pick up from our location 2-3 times a week. If they are late or miss a day, this might delay your order. During the COVID-19 pandemic, Aus Post has notified the public about significant delays on their part. They have stated your package might be late, your tracking is slow to update, and it might not scan at all until delivery.
If your package has been in transit 10 business days with no delivery, please contact us so we can open an enquiry with Aus Post on your behalf. While we may not be able to open an enquiry before the the 10 business days are up, feel free to contact us at any time with questions. We take full responsibility for lost or damaged packages, but we cannot replace an order until Aus Post officially declares the package is lost. Due to the COVID-19 pandemic, it might take then several business days to work on your claim.
We suggest you purchase tracking during these slower mail times, since it can take months to arrive. In some cases, even tracked packages can take 30-90 days to arrive. Aus Post has advised that no international claims can be filed until the 90 day window has passed.
Due to Aus Post delays, they are not guaranteeing overnight or express delivery on their packages, and they do not offer refunds for late express orders.
Due to the COVID-19 pandemic, our supply orders are taking 2-3x as long to reach us, and many ingredients are no longer available. We might need to substitute an oil/fragrance, wax decorations, wax container, or the colour design when making your order. If we make an oil substitution, we will source it from a different vendor and it might smell a little different than your prior order. We've also had trouble sourcing our normal brand of wax and may substitute it with a brand more prone to frosting. This wax performs exactly the same but can change to a lighter shade over time. We're only seeing this affect in our bars, not the pots or clamshells. We'll do our very best to insure the quality & fragrance of each product.
HOW TO CONTACT US
If you have any questions at all about anything - orders, our process, shipping etc, please email with your name & order number at - PumpkinParcel@yahoo.com and we will get back to you ASAP. You can also leave us a message on live chat. We're closed on major holidays, but available most days during 9-5.