Shipping policy

Shipping Policy

Last updated: 20/06/2026

Thank you for shopping with Rollbox. This Shipping Policy explains how orders placed through rollbox.com.au are processed, shipped and delivered.

1. Order processing

Orders are generally processed within [2–5 business days] after payment has been successfully received.

As some Rollbox products may be produced in small batches or made to order, certain products may require additional production time. Any longer production timeframe will be stated on the relevant product page or communicated to you after your order is placed.

Business days are Monday to Friday, excluding Western Australian and national public holidays.

Processing time is separate from the delivery timeframe provided by the shipping carrier.

2. Shipping within Australia

We currently ship to addresses throughout Australia using [Australia Post and/or selected courier services].

Available shipping options and charges are displayed at checkout based on your delivery address and order contents.

Estimated delivery times after dispatch are:

  • Western Australia metro: approximately [2–5 business days]

  • Other Australian metro areas: approximately [3–8 business days]

  • Regional and remote areas: approximately [5–12 business days]

These timeframes are estimates only and are not guaranteed.

Delivery may take longer during peak periods, public holidays, severe weather, carrier disruptions or other events outside our reasonable control.

3. Shipping charges

Shipping charges are calculated and displayed at checkout before payment.

We may occasionally offer free or discounted shipping promotions. Any conditions, exclusions or minimum-spend requirements will be stated with the relevant promotion.

Unless expressly stated otherwise, shipping charges are not refundable for change-of-mind returns.

This does not affect your rights under the Australian Consumer Law where a product is faulty or otherwise fails to meet a consumer guarantee.

4. Order tracking

Where tracking is available, you will receive a shipping confirmation email containing your tracking details after your order has been dispatched.

Tracking information may take up to 24–48 hours to update after dispatch.

Please ensure the email address entered during checkout is correct.

5. Delivery addresses

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your:

  • recipient name;

  • street address;

  • apartment or unit number;

  • suburb;

  • state;

  • postcode; and

  • contact details

before completing checkout.

If you notice an address error, contact us as soon as possible at admin@rollbox.com.au.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made once processing or shipping has begun.

6. Incorrect or incomplete addresses

If an order is returned to us because the address supplied was incorrect, incomplete or undeliverable, we will contact you to arrange redelivery.

You may be responsible for the reasonable cost of redelivery where the delivery failure resulted from incorrect or incomplete information supplied with the order.

If you choose not to have the order resent, we may refund the product price after deducting any non-refundable shipping charges and reasonable return costs, where permitted by law.

7. Authority to leave

Some carriers may offer authority-to-leave delivery.

Where you select or authorise this option, the carrier may leave the parcel in a location it considers reasonably safe.

Once tracking confirms that the parcel has been delivered to the address or safe location you authorised, responsibility for the parcel may pass to you, subject to applicable law.

We recommend selecting signature delivery where available if the delivery location is not secure.

8. Delivery delays

Delivery timeframes are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

Delays may occur because of:

  • carrier network disruptions;

  • high seasonal demand;

  • public holidays;

  • severe weather;

  • natural disasters;

  • remote delivery locations;

  • incorrect address details;

  • customs processing; or

  • other circumstances outside our reasonable control.

If your order has not arrived within a reasonable period after the estimated delivery date, contact us at admin@rollbox.com.au.

We will investigate the shipment with the relevant carrier and work with you to resolve the issue.

Nothing in this policy limits your rights under the Australian Consumer Law if an order is not supplied within an agreed or reasonable timeframe.

9. Lost parcels

A parcel may need to be investigated by the carrier before it can be classified as lost.

If tracking has not updated for an extended period or your parcel appears to be lost, contact us with your:

  • full name;

  • order number;

  • delivery address; and

  • tracking number, if available.

We will lodge an enquiry with the carrier where appropriate.

Where the carrier confirms that a parcel has been lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund, subject to product availability and applicable law.

10. Parcels marked as delivered

If tracking states that your order has been delivered but you cannot locate it, please:

  1. check around the delivery location;

  2. ask other members of your household;

  3. check with neighbours, reception or building management;

  4. look for a delivery card or carrier notification; and

  5. contact the delivery carrier using the tracking number.

If the parcel still cannot be located, contact us promptly at admin@rollbox.com.au so that we can investigate.

11. Damaged parcels

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us at admin@rollbox.com.au and include:

  • your order number;

  • a description of the damage;

  • photographs of the product;

  • photographs of the internal and external packaging; and

  • a photograph of the shipping label.

Please retain the damaged product and packaging while the matter is being assessed, as the carrier may require them for an investigation.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law and our Refund and Returns Policy.

12. Split shipments

Where an order contains multiple products, we may ship the products separately because of availability, production requirements, parcel size or fulfilment arrangements.

You will not be charged additional shipping fees solely because we choose to split an order unless this was clearly disclosed and agreed to before purchase.

Separate tracking details may be provided for each parcel.

13. Pre-orders and made-to-order products

Products identified as pre-order, made-to-order or back-order products will be shipped after production or stock becomes available.

The estimated dispatch date will be provided on the product page or in your order confirmation where practicable.

If there is a significant change to the estimated dispatch timeframe, we will contact you with updated information and any options available to you.

Orders containing both available and pre-order products may be held until all products are ready unless we choose to dispatch them separately.

14. International shipping

We currently [do/do not] offer international shipping.

Where international shipping is available, eligible countries and shipping charges will be shown at checkout.

International delivery timeframes vary depending on the destination, carrier and customs processing and may take approximately [10–30 business days] after dispatch.

International delivery estimates are not guaranteed.

15. Customs duties and import taxes

International customers are responsible for checking any import restrictions that apply in their destination country.

Unless expressly stated otherwise at checkout, international orders may be subject to:

  • customs duties;

  • import taxes;

  • brokerage charges;

  • handling fees; and

  • other government charges.

These charges are not controlled by Rollbox and are generally payable by the recipient.

We are not responsible for delays caused by customs authorities.

If an international parcel is rejected, abandoned or returned because duties or taxes were not paid, we may deduct reasonable shipping, return and customs-related costs from any refund, where permitted by law.

16. Shipping restrictions

We may be unable to ship to certain locations, including some:

  • PO boxes;

  • parcel lockers;

  • remote locations;

  • freight-forwarding addresses; or

  • international destinations.

Available delivery options will generally be displayed at checkout.

We reserve the right to cancel and refund an order if we are unable to deliver to the nominated address.

17. Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order.

We may be unable to change or cancel an order once:

  • production has commenced;

  • the shipping label has been created;

  • the order has been packed; or

  • the parcel has been handed to the carrier.

Customised or made-to-order products may not be eligible for cancellation after production begins, except where required by law.

18. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth) or the Australian Consumer Law.

Australian consumers retain their legal rights where goods are not delivered within an agreed or reasonable timeframe, arrive damaged or otherwise fail to meet an applicable consumer guarantee.

19. Contact us

For shipping questions or assistance with an order, contact:

Rollbox
Email: admin@rollbox.com.au
Website: rollbox.com.au
Business address: 4 Spring Road, Kalamunda, Western Australia, 6076