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Delivery Policy

Last updated: 20 July 2021

 

We’ve tried to make our shipping and dispatch process as clear and easy as possible by offering you a range of convenient options to get your books delivered to you. All orders are processed and dispatched by the Zookal team from our own warehouse located in Alexandria, NSW, Australia. 

Please read our full delivery policy below. You can also refer to our FAQ for more information or contact us if there is anything we can help you with.

 

Information on this page: 
  • COVID-19 Impact
  • Shipping Destinations
  • Shipping Options & Cost
  • Product Availability
  • Order Processing Speeds
  • Delivery Speeds
  • Tracking Your Order
  • Delivery Conditions
  • Insufficient and/or incorrect delivery information 

 

COVID-19 Impact

We’re still open and delivering orders! Australia Post has informed us of potential delays due to the tightening of borders, social distancing procedures and increased pressure on logistics. Please note that some titles may also take longer for us to source from our suppliers as delivery times are currently longer than usual. Please do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. workplaces).

 

Shipping Destinations
Domestic:
Through our shipping carrier, Australia Post), our delivery network covers most addresses in Australia. Please refer to Australia Post’s website to find out what areas are included in the same day and next business day guaranteed networks.  
International:
If you are in New Zealand, you can now shop from our dedicated New Zealand website at textbooks.zookal.co.nz. Unfortunately, we do not ship to other international destinations at this stage. 

 

Shipping Options & Cost

We offer both Standard Shipping and Express Delivery if you need to receive your textbooks fast. Our shipping carriers are:

  • Australia Post: Standard & Express Shipping to most addresses in Australia.

     

    Shipping cost will depend on your postcode as well as the total value of your order. Use our handy postage calculator located under the “Shipping Methods” tab in the product detail section of every product page to get a shipping estimate. Once items are added to your cart, you will be able to get a shipping estimate both from the cart page as well as from the checkout page. 

     

    Product Availability

    Please note that not all the items listed on our website are available immediately. They may be marked as "In stock" or "In stock at supplier". 

    While we do our best to keep the product stock status updated at all times,  the stock status update may be delayed during peak sales period.

    "In stock" 

    When you see a product marked as "in stock", it means that the product is available at our warehouse. 

    "In stock at supplier"

    When a product is marked as "In stock at supplier", it means that the item is currently available to order but is not available for immediate delivery. The item will be ordered from our supplier before the order can be fulfilled. Some retailers call this a backorder. Estimated order processing times are quoted on the product page. Please note order process times do not include the shipping time which is dependent on your location in Australia and the shipping service you select at checkout (i.e. standard eParcel or Express Post).

     

    Order Processing Speeds

    We state the average order processing time on each and every product page on this website. Different items have different order processing times depending on the product’s stock status. 

    The stock status descriptions used on this website are: 

    • In stock - Leaves in 4–6 business days

      This means the product is available at our warehouse and will be dispatched within the next 4-6 business days after the order was placed. 

      • In stock at supplier - Leaves in 25–30 business days

        This means the product is available from our supplier and we will source the item for you. As a result, the order processing will take a few more  days before the order can be dispatched from our warehouse. 

        • Print on Demand - Leaves 25–30 business days after printing

          This means the product is printed for you when you place your order. We cannot estimate shipping dates for Print on Demand items, and sometimes lengthy delays can occur at the printer. Zookal does not offer change of mind returns for print on demand items once an order is placed, so please ensure this is the product you are after, and that you are able to wait for the item to be printed.   

           

          Important note on partial shipments

          If your order contains items that need to be sourced from our suppliers (i.e. any item marked as “In stock at supplier - leaves in 25-30 business days") as well as items immediately available from our warehouse (i.e. any item marked as “In stock - Leaves in 4-6 business day"), then all items in your order will be grouped together and sent in one shipment as soon as all items are ready to ship. Please contact us if you have any questions.

           

          While we do our best to keep up with your expectations, please note that during busy periods, order processing times may be slightly affected and may take longer than usual. Please contact us should you have any concerns or questions.

            

          Delivery Speeds

          The table below serves as a guide and lists estimated delivery times based on your location in Australia. Please note that these are indicative only and must be in addition to the advised estimated shipping timelines and are not guaranteed.

          *Indicative Delivery Speeds

          Standard

          Express

          To Sydney

          2-3 business days

          1-2 business days

          To Melbourne, Brisbane, Adelaide & Canberra

          3-5 business days

          1-2 business days

          To other metro areas including Perth, Gold Coast, Tweed Heads, Newcastle, Sunshine Coast, Wollongong, Geelong, Hobart, Toowoomba, Ballarat, Bendigo, Albury-Wodonga, Coffs Harbour

          3-7 business days

          1-2 business days

          To regional areas and remote locations

          7-18 business days

          Contact Australia Post 


          Tracking your order

          Once your order has been dispatched, you will receive a notification containing your tracking information to the email address you provided when placing your order. Tracking information will also be available from your customer account. Log in or create an account using the email address used to order from us to get access.

           

          Delivery conditions
          Authority to leave (ATL)

          When possible, Australia Post’s delivery drivers and posties will try to hand in parcels directly in person. However, if for any reason they cannot reach you or no one is home, drivers and posties will try to find a safe place to leave the parcel (if size allows, then this includes your letterbox). 

          If a safe place is unavailable, a note with instructions for pick-up will be provided for you to withdraw your parcel from your designated post office. 

          If you are an Australia Post My Post customer, you may be contacted by Australia Post prior to delivery to select your preferred drop-off method including the option to waive the requirement for a signature. Visit the Australia Post website to update your delivery preferences.

           

          Insufficient and/or incorrect delivery information

          Should you notice any error in the delivery address you provided at time of checkout, please let us know as soon as possible by contacting our Customer Service team on 02 9053 4660 or sending us a message. We will do our best to amend any error before dispatching your order. 

          Incorrect and/or insufficient delivery information may result in delayed delivery, lost parcel and your order will be returned to our warehouse. Any package returned to us due to incorrect or insufficient information will incur an extra delivery fee of $7.95 before we can try to send it back to the correct address. 

          Unfortunately, we will not be able to extend a refund or store credit on items that have been incorrectly delivered due to the above mentioned issue.

           

          Quick tip

          Don’t forget to update your customer account for future orders. Simply log in or register for an account using the email address provided when placing the order. 

           

          Problems with your order

          We want you to have the best online shopping experience, so if you have any questions, concerns or problems with your order, please contact our friendly Customer Service team for assistance. 

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