Shipping policy

SHIPPING POLICY

Last updated: September 10, 2026

At KOOLETÉ ACTIVE, we aim to process and deliver your order as quickly and reliably as possible. This Shipping Policy explains how we process, ship and deliver orders placed through our online store.

By placing an order with KOOLETÉ ACTIVE, you acknowledge and agree to this Shipping Policy, subject to your rights under the Australian Consumer Law and other applicable laws.

1. ORDER PROCESSING

Orders are generally processed within [1–3 business days] after payment has been successfully received.

Orders are processed Monday to Friday, excluding Australian public holidays.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

During sales, product launches, promotional periods and other high-volume periods, processing may take longer than usual. Where reasonably practicable, we will provide notice of significant delays.

Once your order has been dispatched, you will generally receive a shipping confirmation email containing tracking information where tracking is available.

2. SHIPPING WITHIN AUSTRALIA

We currently offer delivery to addresses within Australia.

Available shipping methods, delivery estimates and shipping costs will be displayed at checkout based on your delivery address and the products in your order.

Estimated delivery times may vary depending on your location, shipping method and carrier.

As a general guide:

Standard Shipping: approximately 4-7 business days
Express Shipping: approximately 1-3 business days

These timeframes are estimates only and are not guaranteed unless we expressly state otherwise.

Remote and regional areas may require additional delivery time.

3. SHIPPING COSTS

Shipping costs are calculated and displayed at checkout before you complete your purchase.

From time to time, we may offer free shipping promotions. Any minimum spend requirements, exclusions or other conditions will be stated in the relevant promotion.

Shipping charges may vary depending on:

delivery location;
shipping method;
order size or weight; and
promotional offers.

4. INTERNATIONAL SHIPPING

We may offer international shipping to selected countries.

International shipping options and costs will be displayed at checkout where available.

International delivery times vary depending on the destination country, customs processing and the shipping service selected.

International customers are responsible for ensuring that products can legally be imported into their destination country.

Any applicable customs duties, import taxes, tariffs or other charges imposed by the destination country may be payable by the customer unless otherwise stated at checkout.

KOOLETÉ ACTIVE is not responsible for delays caused by customs authorities or circumstances outside our reasonable control.

5. TRACKING

Where tracking is available, we will provide tracking information after your order has been dispatched.

Tracking information may take some time to become active after the parcel has been collected or scanned by the carrier.

Once tracking information has been provided, you may use the carrier's tracking system to monitor your delivery.

If your tracking information has not updated for an extended period, please contact us and we will reasonably assist you in investigating the shipment.

6. DELIVERY ADDRESSES

Please ensure that your delivery address is complete and accurate before submitting your order.

We are not responsible for delays or failed delivery caused by incorrect, incomplete or outdated information supplied by you.

If an order is returned to us because an incorrect address was provided, we may contact you to arrange redelivery.

Any additional shipping costs resulting from an incorrect address may be payable by you, to the extent permitted by law.

7. AUTHORITY TO LEAVE

Where the shipping carrier offers an "Authority to Leave" or similar delivery option, the carrier may leave your parcel in a suitable location at the delivery address.

If you provide an authority to leave, you acknowledge that the parcel may be left without a signature.

However, nothing in this section excludes or limits any rights or remedies you may have under the Australian Consumer Law.

8. DELAYS

Delivery dates and timeframes provided by KOOLETÉ ACTIVE or our shipping carriers are estimates unless expressly stated otherwise.

Delivery may be delayed due to circumstances including:

carrier delays;
severe weather;
natural disasters;
public holidays;
peak shopping periods;
incorrect delivery information;
transport disruptions;
customs processing;
industrial action; or
other circumstances outside our reasonable control.

If your order is significantly delayed or does not arrive within a reasonable time, please contact us.

Where required by Australian Consumer Law, we will provide an appropriate remedy.

9. LOST OR MISSING ORDERS

If your order has not arrived within the expected delivery timeframe, please contact us at account.kooleteactive.store

We may ask you to provide your order number and other relevant information so that we can investigate the shipment.

Where appropriate, we may contact the shipping carrier to investigate a missing or delayed parcel.

If a product you purchased has not been delivered within a reasonable time, you may have rights under the Australian Consumer Law, and we will provide any remedy required by law.

10. DAMAGED PACKAGES

If your parcel appears damaged when it arrives, please contact us as soon as reasonably possible.

Where possible, take photographs of:

the outside of the package;
any visible damage;
the shipping label; and
the products inside the package.

These photographs may help us investigate the issue with the shipping carrier.

If your product has been damaged before you received it, your rights under the Australian Consumer Law continue to apply.

11. INCORRECT OR MISSING ITEMS

If you receive an incorrect item, an item is missing from your order, or you believe your order is otherwise incorrect, please contact us at account.kooleteactive.store as soon as reasonably possible.

Please provide:

your order number;
a description of the issue; and
photographs where relevant.

We will investigate the issue and provide an appropriate solution where required.

12. SPLIT SHIPMENTS

In some circumstances, products from the same order may be shipped separately.

If your order is sent in multiple parcels, you may receive separate tracking information.

You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments, unless otherwise stated at checkout.

13. PRE-ORDERS AND BACKORDERS

If you purchase a pre-order or backordered product, the estimated dispatch timeframe will be displayed on the relevant product page or during checkout where applicable.

If your order contains both immediately available products and pre-order or backordered products, we may ship the available products separately or hold the order until the remaining products become available.

Where this occurs, we will provide information about the expected fulfilment arrangements where reasonably practicable.

14. CHANGES TO SHIPPING INFORMATION

We may update our shipping methods, delivery areas, shipping charges and estimated delivery times from time to time.

Any changes will generally apply to orders placed after the relevant change takes effect.

The shipping terms applicable to your order will generally be those displayed at the time you place your order, subject to applicable law.

15. AUSTRALIAN CONSUMER LAW

Nothing in this Shipping Policy excludes, restricts or modifies your rights under the Australian Consumer Law or any other applicable law.

If a product you purchase is not delivered within a reasonable time, arrives damaged, is not as described, or otherwise fails to meet a consumer guarantee, you may have rights to a remedy such as a refund, replacement, repair or other remedy depending on the circumstances.

These statutory rights apply regardless of any voluntary shipping or returns policy published by KOOLETÉ ACTIVE.