Shipping policy

Shipping

At North Adventures, we deliver Australia-wide. To provide reliable service and competitive shipping rates, we use Australia Post and a range of courier and freight services depending on the size, weight and destination of your order.

Shipping Rates & Large Orders

Most orders are shipped at a flat rate, which will be displayed at checkout.

For orders containing multiple large, heavy or bulky items, additional freight charges may apply where the standard flat-rate shipping does not reasonably cover the cost of delivery. If you are planning to order multiple large or bulky items, please contact us before placing your order and we can provide further information or arrange a freight quote.

If an order requires a significantly different freight arrangement or cost than the shipping rate available at checkout, we will contact you before dispatch to discuss the available options and any additional costs.

Delivery Addresses

Some courier and freight services are unable to deliver to PO Boxes or Parcel Lockers, so a residential or business address may be required depending on the items ordered and the carrier used.

Customers are responsible for ensuring that the delivery information provided at checkout is complete and accurate. If you notice an error after placing your order, please contact us as soon as possible and we will do our best to update the delivery details before dispatch.

Once an order has been dispatched, we may not be able to change or redirect the delivery address. If a parcel is returned to us due to an incorrect or incomplete address, failure to collect the parcel, or unsuccessful delivery attempts, reasonable re-delivery costs may apply.

Delivery Terms

Deliveries are generally made during business hours. Some courier services may require a signature on delivery or may charge a re-delivery fee if no one is available to accept the parcel.

Where available, you may provide authority to leave or delivery instructions for a safe location. If you authorise a parcel to be left unattended, or the carrier leaves the parcel in accordance with your delivery instructions, responsibility for the parcel may pass to you once delivery has been completed.

We recommend using a secure delivery address where possible, particularly for high-value orders. A business or workplace address may be a suitable alternative if no one is normally available at your residential address during business hours.

Bulky Freight & Delivery Access

Large, heavy or bulky products may require delivery by a specialised freight carrier. Customers are responsible for providing an appropriate delivery address with reasonable access for the type of vehicle required to complete the delivery.

Additional charges may apply for services such as tailgate delivery, re-delivery or delivery to certain remote or difficult-to-access locations where these services fall outside the original freight arrangement. Where we become aware of additional freight requirements before dispatch, we will contact you to discuss the available options and any additional costs before proceeding.

Dispatch & Delivery Timeframes

Once payment has been received, we aim to have in-stock orders picked, checked, packed and booked for collection as quickly as possible. Most in-stock orders are dispatched within 1 business day.

Custom orders, special-order items, supplier-direct shipments and products requiring assembly may take additional time. Where a longer lead time applies, this may be noted on the relevant product page or communicated to you after your order is placed.

Delivery times after dispatch vary depending on your location, the carrier used and whether the shipment travels by air or road. As a general guide:

• Major cities in the south-eastern states: 2–5 business days

• North Queensland: 4–10 business days

• Perth and surrounding areas: 4–8 business days

• Darwin and the Northern Territory: 5–14 business days

• Regional and remote areas may require additional transit time

These timeframes are estimates only and may be affected by carrier delays, weather, peak periods or other circumstances outside our control.

If you need an order to arrive by a specific date, please contact us before placing your order. We will do our best to advise on suitable delivery options, but delivery dates cannot be guaranteed unless expressly confirmed.

Split Shipments & Supplier-Direct Delivery

Some products may be dispatched directly from our suppliers or from different warehouse locations. As a result, items within the same order may arrive separately, and you may receive multiple tracking or consignment numbers.

Where an order is split across multiple shipments as part of our normal fulfilment process, you will not be charged additional shipping costs beyond those agreed when your order was placed.

Delivery Tracking

Where tracking is available, we will provide a tracking or consignment number once your order has been dispatched. You can use the tracking details provided to monitor the progress of your delivery.

If your tracking has not updated for an extended period, or you believe there may be an issue with your delivery, please contact us, and we can follow up with Australia Post or the relevant courier on your behalf.

Delivery Delays

While we work with our delivery partners to get orders to customers as quickly as possible, delays can occasionally occur after an order has been dispatched.

If your order is significantly delayed or appears to have stopped progressing, please contact us so we can investigate the delivery with the relevant carrier. Where appropriate, we will lodge an enquiry or freight investigation and work with you and the carrier to resolve the issue.

Lost or Damaged Packages

If your parcel arrives visibly damaged, please contact us as soon as possible and, where practical, within 24 hours of delivery. Please retain the packaging and provide clear photos of the parcel, packaging, shipping label and any damaged items, as these may be required when lodging a claim with the carrier.

Carrier claim and insurance timeframes vary, so prompt notification helps us investigate and lodge any applicable freight claim as quickly as possible. Most freight insurance ends 5 business days after delivery. 

If the external packaging arrives intact, but an item is faulty, damaged or not as described, please contact us or refer to our Returns Policy.

Nothing in this Shipping Policy is intended to exclude, restrict or limit any rights or remedies you may have under the Australian Consumer Law.

Missing or Stolen Packages

We recommend monitoring your tracking information and ensuring your nominated delivery address is accurate and secure.

Where a parcel is marked as delivered but cannot be located, please check around the property, with other household members, neighbours where appropriate, and any safe locations where the carrier may have left the parcel. Please contact us if the parcel still cannot be found so we can assist with enquiries with the relevant carrier.

Where you have provided authority to leave or specific safe-drop instructions, responsibility for the parcel may pass to you once the carrier confirms delivery in accordance with those instructions.

North Adventures is not responsible for theft that occurs after a parcel has been correctly delivered to the nominated address. However, if there is a dispute regarding whether an order was correctly delivered, we will assist with reasonable enquiries with the relevant carrier.

Unclaimed & Returned-to-Sender Parcels

If a parcel is returned to us because it was not collected, could not be delivered, or the delivery address provided was incorrect or incomplete, we will contact you to arrange the next steps.

Reasonable re-delivery costs may apply where the parcel needs to be sent again. Any refunds or returns will be handled in accordance with our Returns Policy and your rights under the Australian Consumer Law.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible. We will do our best to accommodate your request; however, changes or cancellations may not be possible once an order has been packed, dispatched or specifically ordered from a supplier on your behalf.

Any applicable returns following dispatch will be handled in accordance with our Returns Policy and your rights under the Australian Consumer Law.

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our shipping services, carriers or business practices. Any updates will be published on this page.