Shipping policy

Shipping Policy for Nectar Apothecary

Thank you for shopping with Nectar Apothecary. We're committed to providing a smooth and transparent shipping experience. This shipping policy outlines our processes, timelines, and responsibilities to help set clear expectations. Please review it carefully before placing an order. If you have any questions, feel free to contact us at hullo@nctr.store.

Order Processing Time
All orders are processed within 1-3 business days (Monday to Friday, excluding Australian public holidays) after payment confirmation. We do our best to prepare and dispatch your order as quickly as possible. During peak periods, such as holidays or sales, processing may take slightly longer. You'll receive an email confirmation once your order has been processed and shipped.

If your order includes custom or backordered items, we may need additional time, we'll notify you if this applies.

Shipping Methods
We ship all orders exclusively via Australia Post, a reliable and trusted carrier. Depending on your location and order details, we may use services such as Standard Post, Express Post, or Parcel Post for domestic shipments, and International Standard or Express for overseas orders.

Shipping options and estimated delivery times will be displayed at checkout based on your delivery address.

Shipping Rates
Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. Rates are determined by Australia Post's current pricing and may include any applicable handling fees.

We do not offer free shipping at this time, but we may run promotional offers—check our website for details. All prices are in Australian Dollars (AUD), and any customs duties, taxes, or import fees for international orders are the responsibility of the recipient (see International Shipping section below).

Delivery Times
Delivery times are estimates provided by Australia Post and are not guaranteed, as they can be affected by factors like weather, customs delays, or carrier issues.

- Domestic (Australia): 2-7 business days for standard shipping; 1-3 business days for express.
- International: 6-20 business days for standard shipping; faster options available where supported.

You'll receive a tracking number via email once your order ships, allowing you to monitor progress on the Australia Post website.

Shipping Destinations
We ship to all locations serviced by Australia Post, which includes all addresses within Australia and over 200 countries worldwide. However, some remote or restricted areas may incur additional fees or longer delivery times, these will be shown at checkout.

If your country or address is not available at checkout, please contact us to discuss alternatives. We reserve the right to cancel and refund orders if shipping to a specific location is not feasible.

International Shipping
For orders outside Australia, please note:
- Delivery times may vary due to customs processing.
- You are responsible for any customs duties, taxes, VAT, or other import fees imposed by your country. These are not included in our shipping rates and must be paid by you upon delivery.
- We comply with all Australian export regulations, but we cannot control international customs policies.
- Incense and tea products may be subject to import restrictions in some countries (e.g., due to agricultural or flammable material rules). It's your responsibility to check local laws before ordering. We are not liable for seized or returned items due to customs issues.

If your international order is returned to us, we may issue a refund minus original shipping costs and any return fees.

Tracking Your Order
Every shipment includes a tracking number sent to your email. You can track your package directly on the Australia Post website (auspost.com.au) or via their app. If you don't receive tracking information within 3 business days of your shipping confirmation, please contact us.

Lost, Damaged, or Incorrect Orders
We take great care in packaging your incense and tea to ensure they arrive in perfect condition, but issues can occasionally occur.

- Damaged or Incorrect Items: If your order arrives damaged or contains the wrong products, contact us within 7 days of delivery with photos and details. We'll arrange a replacement, or exchange at our discretion.
- Lost Packages: If your tracked order shows as lost, we'll work with Australia Post to investigate. Claims can typically be filed after 10 business days for domestic or 25 days for international shipments. If confirmed lost, we'll reship or refund your order.
- We are not responsible for packages marked as delivered by the carrier but not received (e.g., due to theft). Please provide a secure delivery address.

For all claims, retain your packaging and proof of delivery.

Returns and Refunds
Please refer to our separate Returns Policy for details on returning items. Note that shipping costs are non-refundable, and return shipping is your responsibility unless the return is due to our error.

Changes to This Policy
We may update this shipping policy from time to time. Changes will be posted on this page, and continued use of our site after updates constitutes acceptance.

Contact Us
For any shipping-related inquiries, reach out to us at hullo@nctr.store. We're here to help!

Last updated: October 20, 2025.