Shipping policy
1. Where We Ship
Pumkin currently ships to addresses throughout:
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Australia
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New Zealand
Customers are responsible for providing a complete and accurate delivery address during checkout.
2. Estimated Delivery Time
Orders sent to Australia and New Zealand are estimated to arrive within 6–8 business days after dispatch.
Business days are Monday to Friday and exclude weekends and public holidays.
Delivery estimates are provided as a guide and are not guaranteed. Delays may occasionally occur because of carrier disruption, public holidays, severe weather, customs processing, unusually high order volumes or circumstances outside Pumkin’s reasonable control.
3. Order Processing
We aim to prepare and dispatch orders as quickly as possible. Once your order has been dispatched, you will receive a shipping confirmation email.
The 6–8-business-day delivery estimate begins when the order is dispatched, not when it is placed.
Orders placed during weekends, public holidays or high-demand periods may require additional processing time.
4. Shipping Charges
Any applicable shipping charges will be clearly displayed during checkout before payment is completed.
Shipping charges may vary depending on the destination, order value, delivery option and any active promotion.
Original shipping, express-delivery and optional shipping-protection charges are non-refundable unless required by law or the delivery issue was caused by Pumkin.
5. Tracking Your Order
Where tracking is available, your shipping confirmation email will include a tracking number or tracking link.
Please allow time for the carrier to scan and activate the tracking information. Tracking updates may not appear immediately after dispatch.
If your tracking has not updated for several business days, contact info@pumkin.co with your order number.
6. Delivery Delays
If your order has not arrived within the estimated 6–8-business-day delivery window, please check the tracking information first.
Occasional delays do not necessarily mean that a package has been lost. If tracking has stopped updating or the package is significantly delayed, contact info@pumkin.co so we can investigate with the carrier.
We will make reasonable efforts to assist and will arrange an appropriate replacement or refund where required under our Returns & Refunds Policy or applicable consumer law.
7. Incorrect or Incomplete Addresses
Please check your shipping information carefully before completing your purchase.
Pumkin is not responsible for delays, losses or failed deliveries caused by an incorrect or incomplete address provided by the customer.
If you notice an error, contact info@pumkin.co immediately. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing.
If a package is returned to us as undeliverable, we will contact you. Additional shipping charges may apply if you request reshipment.
8. Changing or Cancelling an Order
If you need to change or cancel an order, contact info@pumkin.co as soon as possible.
We will make every reasonable effort to help, but we cannot guarantee changes or cancellations after an order has entered processing or been dispatched.
Once an order has been dispatched, any return must be handled in accordance with our Returns & Refunds Policy.
9. Tracking Shows “Delivered”
If tracking shows that your order has been delivered but you cannot locate it:
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Check around the delivery location and any designated safe place.
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Ask household members, neighbours, reception staff or building management.
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Contact the carrier using your tracking number.
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Contact info@pumkin.co if the package still cannot be located.
Packages confirmed by the carrier as delivered to the correct address are not automatically eligible for a refund or free replacement. However, we will review the available delivery information and assist where reasonably possible.
10. Lost Packages
If tracking does not show delivery and the package appears to be lost in transit, contact info@pumkin.co.
We will open an investigation with the carrier. Once the investigation has been completed, we may arrange a replacement or refund where appropriate.
We may ask you to provide additional information or confirm in writing that the package was not received.
11. Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect product, contact info@pumkin.co as soon as possible, preferably within seven days of delivery.
Please include:
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Your order number.
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A description of the issue.
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Clear photographs or a short video of the product and packaging.
Where the issue is confirmed, we will arrange an appropriate replacement or refund at no additional cost.
12. Subscription Deliveries
Subscription orders are dispatched according to the delivery schedule selected by the customer, which may include every 30 days, every eight weeks or every 12 weeks.
The subscription interval determines when each recurring order is generated and does not guarantee delivery on the exact billing date. The estimated 6–8-business-day delivery window begins after each subscription order is dispatched.
Customers should update their delivery address or cancel an upcoming subscription order before it enters processing.
13. Customs, Duties and Taxes
International shipments may be subject to customs processing, import duties or local taxes.
Where such charges are not collected during checkout, the customer may be responsible for paying them directly to the relevant authority or carrier. Pumkin does not control customs decisions or processing times.
14. Statutory Rights
Nothing in this Shipping Policy excludes, restricts or limits any rights or remedies available to customers under applicable consumer-protection law.
15. Contact Us
For shipping, tracking or delivery enquiries, contact:
Pumkin
Email: info@pumkin.co
Please include your order number so we can assist you as quickly as possible. We aim to respond within two business days.