Shipping policy

Shipping Policy

Tudaloo Pty Ltd (ABN 79 672 666 705) is committed to delivering your order as quickly and reliably as possible. This policy outlines our shipping options, processing times, and what to do if something goes wrong.

1. Shipping Options

We offer the following shipping methods for deliveries within Australia:

  • Standard shipping — estimated 3–7 business days
  • Express shipping — estimated 1–2 business days

Shipping fees are calculated at checkout based on the size and weight of your order and your delivery location. You will see the total shipping cost before completing your purchase.

We also offer international shipping to selected countries. International delivery timeframes vary depending on the destination and customs clearance processes.

2. Processing Time

Orders are typically processed within 1–2 business days of receipt. During peak periods (such as sales events), processing may take up to 3 business days. We will notify you if there is an unexpected delay.

Preorder products have longer lead times and are dispatched according to the estimated timeframes shown on the product page. Preorders are subject to our Halo Preorder Terms & Conditions.

3. Delivery Timeframes

All delivery timeframes quoted are estimates only and commence from the date of dispatch, not the date of order. Actual delivery times depend on your location and the shipping carrier.

Tudaloo is not liable for delays caused by shipping carriers, incorrect delivery addresses provided by the customer, weather events, public holidays, or other circumstances beyond our reasonable control.

4. Shipping Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this to track your delivery via the carrier's website.

If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at support@tudaloo.com.au.

5. International Shipping

We ship to selected countries outside Australia. Please note:

  • International delivery times vary by destination and are estimates only
  • Customs duties, taxes, and import fees may apply and are the responsibility of the recipient
  • Tudaloo has no control over customs processing times or delays
  • Our plumbing products are designed for Australian water supply standards and may not be compatible with plumbing systems in other countries — please check local requirements before ordering

6. Delivery Address

Please ensure your delivery address is correct and complete at the time of ordering. Tudaloo is not responsible for orders delivered to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect address, we will contact you to arrange redelivery — additional shipping charges may apply.

7. Lost, Damaged, or Missing Items

We take care in packaging your order, but occasionally things go wrong in transit. If your order arrives damaged, is missing items, or does not arrive at all, please contact us within 7 days of the expected delivery date:

Please include your order number, a description of the issue, and photos of any damage (including packaging). We will work with the carrier to investigate and arrange a replacement, redelivery, or refund as appropriate.

Your rights under the Australian Consumer Law

If a product is damaged on arrival or does not match its description, your rights under the Australian Consumer Law apply. You may be entitled to a replacement, repair, or refund — see our Refund & Returns Policy for details.

8. Optional Shipping Protection

At checkout you can add Shipping Protection to your order for a small fee, shown before you pay. Shipping Protection is an optional, value-added replacement service provided by Tudaloo Pty Ltd (ABN 79 672 666 705). It is not a contract of insurance, and you do not need to purchase it to buy from us or to exercise your rights under the Australian Consumer Law.

What Shipping Protection covers

If you add Shipping Protection to your order, we will replace your order (or refund it, at our discretion) free of charge in situations including:

  • Loss or theft after delivery — for example, a parcel marked as delivered but stolen from your doorstep or building ("porch theft")
  • Loss or damage in transit — replaced promptly, without waiting for a carrier investigation to be completed
  • No-fault, priority resolution — we replace first and deal with the carrier ourselves, rather than asking you to wait on a claim outcome

Shipping Protection is intended to give you cover and speed beyond what you would otherwise receive — particularly for events such as post-delivery theft, which are generally not covered by carriers or by the standard consumer guarantees.

Your Australian Consumer Law rights are unaffected

Shipping Protection is in addition to — and does not replace, limit, or modify — your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply free of charge, whether or not you purchase Shipping Protection.

How to make a claim

Contact us within 14 days of the expected delivery date at support@tudaloo.com.au with your order number and a brief description of what happened (plus photos, if the item arrived damaged). We'll arrange a replacement or refund — no carrier investigation is required on your end.

What is not covered

  • Orders delivered to an incorrect or incomplete address provided at checkout
  • Change of mind or buyer's remorse (see our Refund & Returns Policy)
  • Claims made outside the 14-day window above
  • Loss or damage occurring after you have received the order, other than the post-delivery theft described above
  • Fraudulent, duplicate, or unsubstantiated claims

Adding or removing Shipping Protection

Shipping Protection is optional. You can add or remove it at any time in your cart before checkout, and the fee is always shown before you pay.

9. Large or Heavy Items

Some products (such as smart toilets) may require freight shipping due to their size and weight. Where freight shipping applies, we will provide an estimated delivery window at checkout or contact you after purchase to arrange a suitable delivery time. Additional charges may apply for remote or hard-to-access delivery locations.

10. Contact Us

If you have any questions about shipping, please contact us: