Delivery Policy

Last updated: 25 June 2020

 

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.

 

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 carriers (i.e. Australia Post and Fastway Couriers), 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.
  • Fastway Couriers: Standard Shipping for selected key metropolitan areas and regional locations.

     

    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. 

     

     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 - Ships in 1 business day

      This means the product is available at our warehouse and will be dispatched on the same business day or next business day after the order was placed. 

      • In stock - Ships in 6 to 10 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. 

         

        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 - Dispatched in 6-10 business days) as well as items immediately available from our warehouse (i.e. any item marked as “In stock - Dispatched in 1 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 are not guaranteed.

        *Indicative Delivery Speeds

        Standard

        Express

        To Sydney

        2-3 business days

        Same or next business day

        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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