Shipping policy

Twisted Vixen

PACKAGE PROTECTION & SHIPPING INSURANCE

Package protection is strongly recommended for all shipping and delivery orders.

Twisted Vixen offers optional package protection at checkout through a third-party shipping insurance provider. If selected, customers are responsible for tracking their parcel until it is marked as delivered by Australia Post or the assigned courier.

In the event of a parcel being lost, stolen, or damaged in transit, claims must be submitted directly through the insurance provider’s official claims portal. The insurance provider will conduct an investigation with Australia Post or the relevant carrier and will notify us of the outcome. Twisted Vixen is not responsible for the length of the investigation or the final determination made by the insurer.

If package protection is declined, Twisted Vixen will not be liable for parcels once they have been dispatched and scanned as accepted by Australia Post or the courier. By opting out, the customer assumes full responsibility for any delivery issues, including loss, theft, or damage, and releases Twisted Vixen from any obligation to replace, refund, or investigate the matter.

We do not provide replacements or refunds for parcels deemed lost, stolen, or damaged by Australia Post when package protection was not purchased.

DELIVERY RESPONSIBILITY

Once an order has been dispatched, responsibility transfers to the customer to monitor tracking updates provided by Australia Post.

If your parcel has not been delivered within 14 days from the dispatch date, you must contact us immediately so we can review the matter with Australia Post or the insurance provider (if applicable). Delays reported outside this timeframe may limit our ability to assist.

For security and fraud-prevention purposes, shipping addresses cannot be changed once an order has been placed.

INCORRECT OR INCOMPLETE ADDRESS

Twisted Vixen is not responsible for parcels delivered to an incorrect or incomplete address supplied at checkout.

Australia Post delivers strictly to the address provided on the shipping label. If an incorrect address is entered and the parcel has already been dispatched, customers must contact Australia Post directly. Any redirection, reshipping, or return-to-sender fees are the customer’s responsibility.

DOMESTIC SHIPPING (AUSTRALIA)

All domestic orders are shipped via Australia Post or an Australia Post–partnered courier.

Processing Time

Orders are processed within 1–3 business days
Processing times may be extended during promotions, sales, or peak periods

Standard Shipping

Estimated delivery: 3–7 business days after dispatch
Tracking updates may take 24–48 hours to appear in the Australia Post system

Express Shipping

Estimated delivery: 1–3 business days after dispatch
Same-day dispatch may apply for orders placed before the daily cut-off time (where available)

Free Shipping

Available on selected orders or promotions only
Delivery timeframe: up to 7 business days
Displayed at checkout when applicable

Delivery timeframes are estimates only and are subject to Australia Post network conditions.

SHIPPING DELAYS & AUSTRALIA POST NETWORK ISSUES

We recommend placing orders well in advance if you have a specific deadline, event, or appointment.

Twisted Vixen is not responsible for delays caused by:

Australia Post service disruptions
Severe weather events
Public holidays
Peak periods (sales, Christmas, promotional events)
Customs inspections
Natural disasters or circumstances beyond our control

Shipping fees are non-refundable once an order has been dispatched.

Weekends and Australian public holidays are not considered business days.

SIGNATURE ON DELIVERY & FAILED ATTEMPTS

Signature on delivery may be required for certain orders at our discretion
If Australia Post attempts delivery and the parcel is returned due to non-collection, refusal, or failed delivery attempts, the customer will be responsible for reshipping fees

Online orders cannot be collected in person unless a local pickup option is clearly offered at checkout.

RUSH SHIPPING

Rush shipping options may be available at checkout.

Please note:

Orders are not dispatched on weekends or Australian public holidays
Orders placed after the daily cut-off will be processed the next business day
Holiday and promotional periods may affect rush delivery timelines

FRAUD PREVENTION & ID VERIFICATION

To protect against fraudulent activity, Twisted Vixen reserves the right to request identity verification before dispatching an order.

If billing, payment, or cardholder details do not match processor records, additional documentation may be required. First-time customers or high-value orders may also be contacted for verification.

Failure to provide requested verification may result in order cancellation and refund.