Shipping policy
Shipping and Dispatch
In-stock goods are targeted to be dispatched within 3 working days of cleared payment being received.
Dispatch timeframes are estimates only and may vary due to stock availability, payment clearance, order volume, courier availability, public holidays, quality checks, production delays, supplier delays, or other operational factors outside our control.
Delivery timeframes begin from the date of dispatch, not the date the order is placed.
Partial Shipments
Orders may be shipped in one or more parcels depending on stock availability, production timing, courier collection, carton size, or operational requirements.
Where an order is split into multiple shipments, parcels may arrive at different times. A partial delivery does not mean the remaining goods have been cancelled or missed.
Courier and Delivery Delays
Once an order has been collected by the courier or freight provider, delivery timing is managed by the carrier.
Ember Sustainable Packaging is not responsible for courier delays, missed delivery attempts, depot holds, weather delays, incorrect scans, network congestion, rural delivery delays, or other freight issues outside our control.
We will assist where reasonable with tracking or courier enquiries, but we cannot guarantee delivery dates unless expressly agreed in writing.
Delivery Address and Authority to Leave
Customers are responsible for providing complete and accurate delivery details at the time of order.
Ember Sustainable Packaging is not responsible for delays, failed deliveries, additional freight charges, lost parcels, or returned goods caused by incorrect, incomplete, or inaccessible delivery addresses supplied by the customer.
Where a customer provides authority to leave, or where goods are left in accordance with courier delivery practices, Ember Sustainable Packaging is not responsible for loss, theft, weather exposure, damage, or deterioration after delivery.
Risk and Title
Title and risk in the goods passes to the customer once the order is handed to the courier, freight provider, or customer-appointed carrier, unless otherwise agreed in writing.
International Shipping
We aim to make international shipping as smooth as possible and may offer delivery options such as door-to-door delivery or Ex Works, depending on the order and destination.
Unless agreed otherwise in writing, the customer is responsible for all international freight charges, customs clearance, import duties, VAT/GST, tariffs, taxes, brokerage fees, storage fees, inspection fees, documentation charges, and any other costs or requirements associated with importing the goods into the destination country.
International delivery timeframes are estimates only. Please allow up to 10 working days for standard international delivery, although delays may occur due to customs processing, freight networks, border controls, destination-country requirements, weather events, strikes, or other circumstances outside our control.
Ember Sustainable Packaging is not responsible for delays, customs holds, failed delivery attempts, incorrect delivery information supplied by the customer, import restrictions, or packages lost, delayed, damaged, seized, rejected, or returned during international transit or customs clearance, to the maximum extent permitted by law.
Customers are responsible for ensuring that any products ordered are suitable and permitted for import into their destination country.
Freight Damage
Customers must inspect deliveries promptly on arrival and notify us of any visible freight damage as soon as possible.
Photos of the damaged carton, packaging, courier label, and affected goods may be required before any freight claim can be assessed.
Do not dispose of damaged goods or packaging until the claim has been reviewed, as the courier may require inspection.
The two most important clauses are Partial Shipments and Risk and Title. Those directly protect you from the exact kind of “only one box arrived” drama and from courier/customs issues after dispatch.
Yes — I would full replace the current shipping policy with the version above, rather than trying to patch bits into the old wording.
It will read cleaner and gives you better protection.
Only small change I’d make before pasting: soften “risk and title passes” slightly if you want it to feel less harsh for normal customers.
Use this as the final copy:
Shipping and Dispatch
In-stock goods are targeted to be dispatched within 3 working days of cleared payment being received.
Dispatch timeframes are estimates only and may vary due to stock availability, payment clearance, order volume, courier availability, public holidays, quality checks, production delays, supplier delays, or other operational factors outside our control.
Delivery timeframes begin from the date of dispatch, not the date the order is placed.
Partial Shipments
Orders may be shipped in one or more parcels depending on stock availability, production timing, courier collection, carton size, or operational requirements.
Where an order is split into multiple shipments, parcels may arrive at different times. A partial delivery does not mean the remaining goods have been cancelled or missed.
Courier and Delivery Delays
Once an order has been collected by the courier or freight provider, delivery timing is managed by the carrier.
Ember Sustainable Packaging is not responsible for courier delays, missed delivery attempts, depot holds, weather delays, incorrect scans, network congestion, rural delivery delays, or other freight issues outside our control.
We will assist where reasonable with tracking or courier enquiries, but we cannot guarantee delivery dates unless expressly agreed in writing.
Delivery Address and Authority to Leave
Customers are responsible for providing complete and accurate delivery details at the time of order.
Ember Sustainable Packaging is not responsible for delays, failed deliveries, additional freight charges, lost parcels, or returned goods caused by incorrect, incomplete, or inaccessible delivery addresses supplied by the customer.
Where a customer provides authority to leave, or where goods are left in accordance with courier delivery practices, Ember Sustainable Packaging is not responsible for loss, theft, weather exposure, damage, or deterioration after delivery.
Risk in Transit
Risk in the goods passes to the customer once the order is handed to the courier, freight provider, or customer-appointed carrier, unless otherwise agreed in writing.
International Shipping
We aim to make international shipping as smooth as possible and may offer delivery options such as door-to-door delivery or Ex Works, depending on the order and destination.
Unless agreed otherwise in writing, the customer is responsible for all international freight charges, customs clearance, import duties, VAT/GST, tariffs, taxes, brokerage fees, storage fees, inspection fees, documentation charges, and any other costs or requirements associated with importing the goods into the destination country.
International delivery timeframes are estimates only. Please allow up to 10 working days for standard international delivery, although delays may occur due to customs processing, freight networks, border controls, destination-country requirements, weather events, strikes, or other circumstances outside our control.
Ember Sustainable Packaging is not responsible for delays, customs holds, failed delivery attempts, incorrect delivery information supplied by the customer, import restrictions, or packages lost, delayed, damaged, seized, rejected, or returned during international transit or customs clearance, to the maximum extent permitted by law.
Customers are responsible for ensuring that any products ordered are suitable and permitted for import into their destination country.
Freight Damage
Customers must inspect deliveries promptly on arrival and notify us of any visible freight damage as soon as possible.
Photos of the damaged carton, packaging, courier label, and affected goods may be required before any freight claim can be assessed.
Do not dispose of damaged goods or packaging until the claim has been reviewed, as the courier may require inspection.