FAQs

Handling Time:
We strive to produce your order within 2-10 business days, unless otherwise noted on the main page banner at the top.  If you have an urgent order, contact us before paying at PumpkinParcel@yahoo.com. 

*Please note: Delivery dates are estimates and not guarantees.*

Shipping Time:
AUSTRALIA -
Standard Mail - 2-10 business days
Express - 1-3 business days    

INTERNATIONAL - 
Standard Mail - 1-6 weeks (this varies by country so please contact us for a better quote)
                                                               

Who We Ship With:

We use Australia Post or couriers depending on your location. 

Returns:
We do not resell used/returned items.  Because of this, we do not accept returns for change of mind.  But if your order arrives damaged or defective, please contact us within 7 days of receipt.  For any insurance purposes, we may ask for photos of damaged/faulty/incorrect orders.

Cancellations:
If you want to cancel an order, please send us a message before it's shipped.  You will be given a refund minus a 10% restocking fee.   If postage has already been purchased, that amount may also be deducted from your refund.

Defective Items:
You are entitled to a refund, replacement, or repair if you receive a damaged order. If the order is damaged in transit, a claim must be filed and we will help you with that. This may require you to take the damaged package to your post office.  For any insurance purposes, we may ask for photos of damaged/faulty/incorrect orders.

Missing Your Order?
If you do not get your order within 10 business days after it ships (this does not include the processing time or weekends/holidays), please email us.  We will need to file a claim with Australia Post/the courier.  We will make sure you get either a refund or a reshipment but this cannot happen until after the claim has been resolved.

What if my tracking says the package was delivered but it actually wasn't?
These are the steps we'll take:
1) We will open a claim with the postal service.
2) The postal service may ask for you to talk to your neighbours/family to see if they have it.
3) The postal service may ask for your email to speak with you directly.
4) If the postal service states it WAS delivered correctly, you will need a file a police report for mail fraud. This will be passed on to the postal service & to our insurance company for possible reimbursement.

 

~ INTERNATIONAL ORDERS ~

Some countries require you to pay taxes on international orders. We do not pay those taxes for you. You should contact your own country's post service with questions.

EU law requires us to accept returns from EU countries. Here's how this works:
You have 14 days from the date of receipt to return the item. It must be in an unused condition. Custom orders do not qualify. You need to contact us via email to request a return & you will be provided with our return address. You are responsible for paying for the shipping back to us. You are responsible for any lost/damaged packages sent to us, so it's advised that you purchase tracking & insurance on your return.