UPDATED: 27 April, 2022
Australia Delivery Delays
Due to carrier volumes and current backlog of parcels in Australia caused by flooding, extreme weather and higher volumes parcels may see delays of 3-10 business days when shipped using AU Post, outside standard delivery timeframes. You can read more on delays, by visiting AusPost Site HERE.
Orders that are able to be delivered via courier are seeing delivery times of 4-12 business days. **Please note that delays can occur for various reasons - invalid address, no safe location to leave the parcel, carrier capacity, staffing availability, etc.
New Zealand Delivery Delays
The global impact of COVID-19 has led to reduced airfreight capacity, flight disruptions and cancellations as well as local government restrictions in place impacting many destinations.
Please be advised that currently all inbound items are going to experience delays being able to arrive into country due to airfreight space on flights, averaging 4-6 weeks, before being able to gain space on a flight. Once it has secured space on the flight, delays through Customs, can cause 2-3 weeks before it is then passed to NZ Post. Once in NZ Post network, deliveries are seeing delays of 7-10 business days for final delivery due to backlogs (M-F, excluding holidays).
This is causing most deliveries to arrive within 1-2 months time after leaving our warehouse, but this is not guaranteed. We are working closely with the border agencies to clear the backlog as fast as possible, but until more space becomes available for airfreight, we will continue to see these delays occur across all imports.
If I choose standard shipping, when will my order be processed and shipped?
We want you to enjoy your products as soon as possible, so your order is processed immediately and ships out within 1-2 business days.
How long until I receive my order?
If you're shipping to an Australian address, your order will arrive in 2–10 business days, once the order has left our warehouse. Shipments to New Zealand will arrive within 5–12 business days (based on location).
How will my order be shipped?
Carefully, because we want your products to arrive in pristine condition! For all orders shipped within Australia, we use AusPost and some couriers. If you are in New Zealand, the carrier will be NZ Post.
Can I choose the shipping carrier for my order?
No, but we have a great reason why. By allowing Paula's Choice to select the carrier, we promise you'll get the most expedient option! This keeps costs down on both sides and ensures your order arrives as soon as possible.
Can I specify where to leave my package when it arrives at its destination?
Delivery location at the address given is determined solely by the delivery driver, so this portion is beyond our control. Once we issue a tracking number for your order, you can contact the carrier with any special instructions. Clients can add a note to the address as an optional delivery location (inside the gate, by the back door, on the veranda, etc.) or to hold for collection. The carrier/courier will have the final decision on where they leave the order, as they will verify the location, to make sure that it is safe to leave. If it is deemed unsafe to leave, the carrier will leave a notice for collection, so the parcel can be collected at your earliest convenience. If the parcel is held for more than 7 business days, it can be returned to sender. If a parcel is unable to be delivered as addressed or goes uncollected from the post shop, and is returned to sender by the carrier, a refund for the cost of products will be issued, plus applicable GST. We're sorry but shipping fees are non-refundable.
Can I pick up my order at the warehouse?
Unfortunately, there is no option for picking up an order at our warehouse. We offer shipping for all orders at the most cost-effective rates.
How much do I need to spend to get free shipping?
You will need to spend $99 AUD or more to receive free shipping for orders shipped in Australia or New Zealand.
As a customer in New Zealand, what additional charges am I responsible for?
We understand that knowing what to expect is important! While we wish we could give you an exact amount, these fees vary because all customs and import duties are applied when your shipment reaches the destination country. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations according to location.
All customs and import fees are solely your responsibility. By giving Paula's Choice your consent to ship an order, you assume full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If you refuse your package upon delivery and notification of these fees, Paula's Choice is unable to issue a refund for your purchase or the original shipping cost. Please contact your local customs office for details on how charges will be applied in your area.