Shipping policy
Shipping & Delivery
We want your PAPAIA pieces to reach you as smoothly as possible. Here's everything you need to know about dispatch, delivery and tracking.
Australia
Orders are dispatched within 1–2 business days from the time your order is placed.
Once dispatched, estimated delivery times are:
Standard Shipping — AUD 6
Approximately 2–5 business days
Express Shipping — AUD 10
Approximately 1–3 business days
Free Standard Shipping
Available on Australian orders over AUD 99
Delivery to regional or remote areas may take a little longer.
All Australian orders are shipped with Australia Post.
New Zealand
Orders are dispatched within 1–2 business days from the time your order is placed.
Once dispatched, estimated delivery times are:
Standard Shipping — NZD 12
Approximately 5–10 business days
Free Standard Shipping
Available on New Zealand orders over NZD 149
New Zealand orders are shipped from Australia with Australia Post and delivered locally by the New Zealand carrier. Prices at checkout are shown in New Zealand dollars.
International delivery times may vary depending on your location, carrier delays and customs processing.
Dispatch Times
Orders are generally packed and dispatched within 1–2 business days.
Business days are Monday to Friday, excluding Australian public holidays.
During launches, promotional periods, public holidays or other busy periods, dispatch may take slightly longer.
If we expect a significant delay, we will do our best to keep you informed.
Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.
You can use the tracking link in your email to follow your parcel directly with the shipping carrier.
Please allow a little time after receiving your dispatch email for tracking information to update. For New Zealand orders, tracking may not update while your parcel is in transit between countries or being processed by customs.
If you have not received your tracking email, please check your junk or spam folder before contacting us.
Shipping Addresses
Please check your shipping address carefully before completing your order.
If you notice an error after placing your order, contact us as soon as possible at support@papaia.com.au.
We will do our best to update your details before dispatch, however we cannot guarantee changes once your order has entered the packing or shipping process.
PAPAIA is not responsible for delivery issues resulting from an incorrect or incomplete address provided at checkout.
If a parcel is returned to us because an incorrect or incomplete address was supplied, additional shipping charges may apply to resend the order.
Delivery Estimates
Delivery timeframes provided by PAPAIA and our shipping carriers are estimates only.
Occasionally, delivery may be affected by circumstances outside our reasonable control, including:
- Carrier delays
- Severe weather
- Public holidays
- High-volume delivery periods
- Natural disasters
- Customs or border processing
- Other transport disruptions
We are unable to guarantee an exact delivery date unless expressly stated.
Delayed Orders
If your tracking has not updated or your parcel is taking longer than expected, please check the carrier tracking information first.
For Australian orders, please contact Australia Post directly if your parcel is delayed beyond the expected delivery timeframe.
For New Zealand orders, please email us at support@papaia.com.au with your order number and tracking number. As the sender, we will lodge an enquiry with Australia Post on your behalf.
If the issue remains unresolved after contacting the carrier, you can email us at support@papaia.com.au with your order number, tracking number and any relevant enquiry reference.
Lost Parcels
If your parcel appears to be lost or has not arrived within the expected delivery timeframe, please contact the shipping carrier or us as follows:
- Australian orders: contact Australia Post directly and submit a missing parcel enquiry using your tracking number.
- New Zealand orders: email us at support@papaia.com.au and we will lodge the enquiry with Australia Post.
Please allow the carrier time to investigate and resolve the enquiry.
If the carrier is unable to resolve the issue, or confirms that the parcel is lost, please contact us at support@papaia.com.au with:
- Your order number
- Your tracking number
- Your carrier enquiry or case reference number (if you have one)
- Any relevant correspondence from the carrier
We can then review the matter and assist further where appropriate.
Nothing in this section limits any rights or remedies you may have under applicable consumer law.
Parcels Marked as Delivered
If your tracking shows that your parcel has been delivered but you cannot locate it, please first:
- Check around your property or designated safe place
- Check with other members of your household
- Check with neighbours where appropriate
- Contact the shipping carrier directly using your tracking number
If the parcel still cannot be located after you have contacted the carrier, please email support@papaia.com.au with your order number, tracking number and carrier enquiry reference.
We will review the matter and assist further where appropriate.
Incorrect or Damaged Orders
If you receive the wrong item or your order arrives damaged, please contact us at support@papaia.com.au with:
- Your order number
- A short description of the issue
- A clear short video showing the item and issue
We will review the matter and arrange an appropriate resolution.
Please refer to our Returns & Exchanges Policy and Warranty Policy for further information.
Customs & International Orders
New Zealand orders are shipped from Australia and may be subject to customs clearance, which can cause additional delivery delays.
We do not currently collect New Zealand duties or taxes at checkout. Orders valued under NZD 1,000 are generally not subject to duties or GST on arrival in New Zealand. Higher-value orders may attract import charges, which are payable by the recipient to the relevant authority or carrier.
PAPAIA is not responsible for delays caused by customs or border processing.
Questions?
If you have any questions about shipping or your order, please contact: