Shipping policy

Unique by Nature Co.
Last updated: January 3, 2026

We want your experience with Unique by Nature Co. to be smooth from checkout to delivery. This policy explains where we deliver, how orders are dispatched, what delivery typically looks like, and what to do if something doesn’t go as planned.

If you have any questions along the way, our support team is always happy to help.

1) Where We Deliver

We deliver to most residential and business addresses across Australia.

Delivery availability and pricing are calculated automatically at checkout based on your postcode and the items in your order. If delivery is shown as $0.00, your order qualifies for free delivery.

Due to courier size and handling restrictions, we are unable to deliver to PO Boxes or parcel lockers. At this time, we do not offer international shipping.

2) Dispatch Times

Orders are typically dispatched within 1–2 business days once accepted.

Orders placed after business hours, on weekends, or on public holidays are generally processed on the next business day.

During peak periods such as major sales or holiday seasons, dispatch times may be slightly extended. We appreciate your patience during these times.

Please note that we are unable to hold orders for delivery on specific future dates.

3) Estimated Delivery Times

Delivery timeframes vary depending on your location and whether your address is classified as metro or regional. The estimates below are provided as a general guide based on typical courier performance.

Delivery times are estimates only and are not guaranteed. Delays may occur due to courier network demand, weather conditions, public holidays, or other factors beyond our control.

Tracking updates will be provided once your order has been dispatched so you can monitor delivery progress.

4) Tracking Your Order

Once your order has been dispatched, you’ll receive a confirmation email with tracking details.

Tracking links usually become active within 24–48 hours. If tracking does not update after this time, please contact us and we’ll follow it up for you.

Delivery dates and times provided by couriers are estimates only. If a delivery attempt is missed, the courier will generally attempt delivery again on the next business day.

5) Delivery Expectations

Deliveries are made during standard business hours, Monday to Friday. Weekend deliveries may occur during busy periods but are not guaranteed.

Delivery is made to ground-level access points only. Couriers are unable to:

• Carry items upstairs

• Enter buildings

• Assemble products

• Remove packaging or rubbish

For properties with limited or difficult access (such as long driveways, gated entries, rural properties, or multi-dwelling sites), delivery will be made to the safest and most accessible location at the front of the property.

6) Authority to Leave (ATL)

Authority to Leave (ATL) is commonly used for deliveries. If deemed safe, the courier may leave the parcel at your address without requiring a signature.

If you prefer a signature-required delivery, you may note this at checkout. We will pass the request on to the courier; however, this cannot be guaranteed.

Once an order has been delivered or left with ATL, responsibility for the parcel transfers to the customer.

7) Preparing for Delivery

To help ensure a smooth delivery, we recommend that you:

• Monitor tracking notifications

• Ensure clear and safe access to the delivery location

• Secure pets where necessary

• Arrange for someone to be available if ATL is not suitable

• Note that apartment deliveries are made to the main ground-floor entrance only

8) Courier Notes & Special Requests

You may include general delivery instructions in the notes field at checkout (for example, “leave near front door”).

Please be aware:

• Courier notes are sent directly to the driver and are not reviewed by our team

• Special requests cannot be guaranteed and depend on safety and practicality

• Couriers are unable to call ahead of delivery

For specific or time-sensitive delivery requirements, please contact us before placing your order.

9) Missed or Failed Deliveries

If a delivery attempt is unsuccessful, the courier may leave instructions for redelivery or collection.

Orders that are returned due to:

• Incorrect or incomplete address details

• No one available to accept delivery

• Refusal by the recipient

may incur additional redelivery or return costs. If a returned order is refunded, standard change-of-mind return conditions and fees will apply.

10) Changes to Delivery Address

If you need to update your delivery address, please contact us as soon as possible after placing your order.

Once an order has entered processing or been dispatched, address changes cannot be guaranteed. If a courier redirection is attempted, additional fees may apply.

11) Split Deliveries

Some orders may be shipped in multiple parcels and arrive at different times. This can occur due to item size, availability, or warehouse location.

Tracking information will show each parcel separately. Please allow all parcels to arrive before reporting missing items.

2) Damaged, Missing or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, incorrect, or missing parts:

• Contact us within 48 hours of delivery

• Provide clear photos or videos so we can assess the issue

Damage to external packaging alone does not qualify for a claim if the product itself is unaffected.

If a parcel is marked as delivered but cannot be located, please check around your property and with neighbours before contacting us so we can follow up with the courier.

13) Delivery Responsibility

Responsibility for an order passes to the customer once delivery has been completed or the parcel has been safely left with Authority to Leave.

We are not responsible for delays, loss, or damage caused by courier services, weather events, or other circumstances beyond our reasonable control.

14) Need Help?

If you have any questions about delivery or need assistance, our support team is here to help.

Email: support@ubnco.com.au
Hours: Monday–Friday, 8:30am–4:30pm (AEST)

To help us assist you faster, please contact us through one channel only.