Shipping policy
Shipping Policy
Effective Date: November 11, 2026
Store Name: SoftTidyCo
Website: https://www.softtidyco.com
Business Name: MDW & FL JOLLY
Business Address: 57 Fullarton Rd, Drouin VIC 3818, Australia
Contact Person: Tom Skeggs
Email: [email protected]
At SoftTidyCo, we want your shopping experience to remain simple from the moment you select a product to the day your parcel arrives. Whether your order includes a cheerful cartoon plate, a matching rice bowl, or a set of cute chopsticks, we aim to prepare and dispatch it with appropriate care.
This Shipping Policy explains our shipping charges, order preparation process, delivery arrangements, and what to do if a parcel is delayed, damaged, or missing.
1. Shipping Fees
Our stated shipping arrangement is:
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Free Shipping: Orders with a merchandise subtotal of US$10 or more.
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Standard Shipping Fee: US$5.99 for orders with a merchandise subtotal below US$10.
Unless the checkout page states otherwise, the US$10 threshold is calculated using the merchandise subtotal after discounts and before shipping charges and any separately displayed taxes.
The applicable shipping fee should appear in your order summary before you confirm payment.
If a special promotion provides different shipping terms, the conditions of that promotion will apply to qualifying orders.
2. Shipping Destinations
We accept orders for delivery to destinations supported by our checkout and fulfilment arrangements.
Available destinations may depend on carrier coverage, product availability, parcel restrictions, and the address supplied at checkout.
If your address cannot be accepted by the checkout system, please contact us before placing your order so that we can review whether another delivery arrangement is available.
3. Order Processing
After receiving an order, we begin reviewing the transaction and preparing the selected products for dispatch.
Our order preparation process may include:
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Receiving the order and confirming the submitted details.
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Checking payment authorisation and transaction status.
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Confirming the availability of the selected designs and quantities.
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Preparing products and any included accessories.
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Checking items for visible damage or obvious fulfilment errors.
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Selecting suitable packaging for the order.
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Arranging dispatch through the available shipping provider.
We take particular care when preparing fragile tableware. Plates and bowls may require protective wrapping or cushioning to reduce the risk of breakage during ordinary handling and transport.
Actual processing times may vary depending on stock availability, order volume, fulfilment arrangements, weekends, public holidays, and other operational circumstances.
4. Shipment and Delivery Timeframes
Any shipment or delivery estimate displayed at checkout or communicated to you should be reviewed before purchase.
We will make reasonable efforts to meet the shipment timeframe represented when you place your order.
Shipment and delivery are different stages. Shipment generally refers to the handover of the parcel to the carrier, while delivery refers to the parcel reaching the destination.
Actual transit time may depend on the delivery provider, destination, service level, weather, public holidays, and other circumstances during transportation.
If no shipment timeframe is stated, applicable Australian consumer law may still require us to supply the goods within a reasonable time.
5. Tracking Information
Where tracking is available, we may provide a tracking number or tracking link after the parcel has been dispatched or registered with the carrier.
Tracking information may not appear immediately. A carrier may need additional time to scan the parcel into its network and update the tracking system.
If you have not received tracking information or your tracking page has not updated after a reasonable period, please contact us with your order number.
6. Packaging and Delivery Preparation
We take reasonable care when preparing orders for transport.
Tableware may be fragile, particularly where products are made from ceramic, porcelain, glass, or similar materials. We aim to use suitable packaging and protective materials to reduce the likelihood of damage during ordinary shipping and handling.
When your parcel arrives, we recommend that you:
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Check the outer packaging for visible damage.
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Confirm that the delivered products match your order.
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Check the quantity and design of each item.
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Inspect plates and bowls for cracks, chips, or other damage.
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Inspect chopsticks and any supplied accessories for breakage or missing components.
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Retain the packaging if you notice a problem.
If an item appears damaged, incomplete, or incorrect, please contact us before using it.
7. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing accurate delivery information at checkout.
Please review the following details before submitting your order:
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Recipient name.
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Street address and unit number, if applicable.
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Suburb or locality.
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State or territory.
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Postcode.
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Country.
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Contact information, where requested.
If you notice an error after placing your order, contact us immediately. We will make reasonable efforts to correct the address before dispatch, but changes cannot be guaranteed once an order has entered fulfilment or been handed to a carrier.
Additional carrier or redirection costs may apply where permitted by law and where they result from incorrect information supplied by the customer.
8. Delayed Shipments
We understand that customers expect their orders to arrive within a reasonable timeframe.
If we become aware that an order cannot be shipped within the timeframe originally represented, we will contact you and explain the delay and available options.
Depending on the circumstances and applicable law, you may be entitled to:
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Agree to a revised shipment date; or
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Cancel the unshipped order and receive an appropriate refund.
We will not treat silence as consent where applicable law requires affirmative consent.
9. Delayed or Missing Deliveries
If your parcel appears to be delayed, please review the tracking information first.
If the parcel remains undelivered, contact us and provide:
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Your order number.
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Your full name.
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The delivery address.
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Tracking information, if available.
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Any relevant carrier notifications.
We will review the available information and, where appropriate, contact the delivery provider to investigate.
If an order is lost or not delivered, we will work with you to determine an appropriate resolution in accordance with applicable law. A carrier tracking status alone does not remove any consumer rights you may have.
10. Damaged Parcels or Missing Items
If your order arrives with visible damage, missing components, or an incorrect product, please contact us as soon as reasonably possible.
Where practical, include photographs showing:
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The outside of the parcel.
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The shipping label.
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The damaged plate, bowl, or chopsticks.
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Any affected protective packaging.
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The items received.
Please retain the original packaging until the issue has been reviewed, as it may help us understand whether the damage occurred during transportation.
We will review the issue and discuss the available next steps. Where the matter is covered by Australian Consumer Law, the appropriate remedy will be provided in accordance with that law.
11. Multiple Packages
Some orders may be delivered in more than one parcel because of product availability, fulfilment arrangements, or packaging requirements.
If an order is split into multiple shipments, separate tracking information may be provided where available.
If one item has not arrived after the other products have been delivered, please contact us so that we can check the remaining shipment.
12. Delivery Attempts and Undeliverable Parcels
If a carrier cannot complete delivery, it may attempt delivery again, hold the parcel at a collection point, or return it to the sender, depending on its procedures.
Customers should follow the carrier's delivery instructions and provide any additional information reasonably needed to complete delivery.
If a parcel is returned because of an incorrect address or an unsuccessful delivery caused by circumstances within the customer's control, we will review the available options and explain any applicable additional shipping costs before arranging another shipment.
13. International Orders and Import Charges
Where international delivery is available, customs duties, import taxes, brokerage fees, or other charges may be imposed by the destination country.
Unless expressly stated at checkout, these charges are not included in the product price or the shipping fee described in this policy.
Customers are responsible for checking local import requirements and any restrictions that may apply to products entering their country.
14. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate your request before the order is packed or dispatched. Once the parcel has been handed to the carrier, changes may no longer be possible.
Where cancellation is no longer available before dispatch, you may need to follow the applicable return procedure after delivery, subject to your statutory rights.
15. Shipping and Consumer Rights
Our shipping practices are intended to comply with applicable Australian consumer protection requirements.
Customers are entitled to receive products within the timeframe represented or, where no specific timeframe is given, within a reasonable time as required by law.
Nothing in this policy limits any right or remedy available under the Australian Consumer Law or other applicable legislation.
16. Contact for Shipping Questions
For shipping fees, tracking, delayed parcels, address corrections, or delivery concerns, please contact:
MDW & FL JOLLY – SoftTidyCo
Attention: Tom Skeggs
57 Fullarton Rd, Drouin VIC 3818, Australia
Email: [email protected]
Website: https://www.softtidyco.com
Please include your order number in your message so that we can locate your purchase and assist you efficiently.