Shipping and Delivery Policy

Last updated: 22 July 2026

1. Scope

This Policy applies to non-live products purchased from the South Australian Bird Company online store. Available delivery, collection and freight options depend on the product and destination and are shown on the product page or at checkout.

2. Where we deliver

We deliver only to destinations accepted by our checkout and carriers. Some products or destinations may be excluded because of size, weight, fragility, quarantine, carrier limitations or legal restrictions. Acceptance of an order remains subject to our ability to service the nominated address.

International delivery is available only if expressly offered at checkout. The customer is responsible for checking destination-country import, biosecurity, tax and customs requirements. We may refuse an order that cannot lawfully or safely be delivered.

3. In-Store Only, oversized and fragile products

Products marked “In-Store Only”, “Store Collection Only” or similar are excluded from standard shipping. This may include bird cages, aviaries, play stands, oversized or fragile goods and live birds. Do not assume that ordinary checkout delivery applies merely because the product is displayed online.

If local delivery or special freight is available, it must be separately quoted and confirmed before payment or dispatch. Additional handling, freight, access or redelivery charges will be disclosed before you agree to them.

4. Live birds

Live birds are not sent through ordinary parcel delivery. Collection or specialist transport, where available, must be arranged directly and is subject to legal, permit, animal welfare, weather, route and carrier requirements. Start an enquiry through /pages/contact.

5. Processing times

We aim to process stocked orders within two business days after cleared payment. Business days exclude weekends and South Australian public holidays. Processing may take longer for pre-orders, backorders, special orders, personalised goods, large orders, stock transfers or peak periods.

Processing time is separate from carrier delivery time. If a material delay becomes known before dispatch, we will provide an update and any rights or options required by the Australian Consumer Law.

6. Delivery estimates

Standard parcel delivery is generally estimated at three to fourteen business days after dispatch, depending on destination and carrier conditions. Any stated delivery date is an estimate unless we expressly agree in writing that delivery by that date is essential.

Delays can occur because of weather, emergencies, network congestion, industrial action, remote-area schedules, incorrect addresses or other events. We will provide reasonable assistance and remain responsible for our obligations under the Australian Consumer Law.

7. Delivery charges

Delivery charges are calculated or displayed at checkout or provided in an agreed quote. Charges may depend on destination, parcel size, weight, product type and service. Promotions offering reduced or free delivery are subject to their stated conditions.

8. Tracking and split consignments

Tracking will be provided where the selected service supports it. An order may be dispatched in more than one parcel because of product size, stock location or carrier requirements. Separate parcels may arrive on different days and may have separate tracking references. You will not be charged an unapproved additional delivery fee merely because we choose to split an ordinary order.

9. Address accuracy and changes

Check the delivery name, address, postcode, telephone number and access instructions before submitting the order. Request any correction promptly through /pages/contact. We cannot guarantee a change after processing or dispatch.

If an address supplied by you is incomplete or incorrect and the parcel is returned or requires redelivery, you may be required to pay the reasonable additional carrier cost before it is resent. This does not apply where the delivery error was caused by us or the carrier engaged by us.

10. Authority to leave and delivery completion

Where you select or give authority to leave, the carrier may leave the parcel at the nominated address without obtaining a signature if it considers the location safe and the service permits it. Responsibility passes when the parcel is delivered as instructed, subject to applicable consumer rights and any failure by us or our carrier.

If no safe delivery can be completed, the carrier may take the parcel to a collection point or attempt redelivery. Carrier deadlines and identification requirements may apply.

11. Collection orders

Do not attend to collect an order until we confirm it is ready. The person collecting may be required to provide the order details, identification and evidence of authority. Collection availability and holding periods may differ by product.

If a collection order is not collected within the stated period, we may contact you and take reasonable steps to arrange collection, delivery at an additional agreed cost, cancellation or storage. Your rights under the Australian Consumer Law remain unaffected.

12. Missing, damaged or delayed parcels

Inspect the order promptly after delivery. If a parcel is missing, materially delayed, damaged in transit or incomplete, submit the order number, details and clear photographs where relevant through /pages/contact as soon as reasonably possible. Reporting visible transit damage within three business days helps us pursue the carrier, but failure to report within that period does not remove rights that cannot lawfully be excluded.

We may ask you to retain the packaging while a carrier claim is assessed. We will investigate and provide any remedy required under the Australian Consumer Law. Do not independently dispose of a materially damaged high-value item before we have had a reasonable opportunity to assess it, unless keeping it would be unsafe.

13. Returned-to-sender parcels

If a parcel is returned because it was unclaimed, refused, addressed incorrectly by you or not collected within the carrier’s period, we will contact you about redelivery or cancellation. Reasonable original and repeat delivery costs may be deducted from a voluntary refund or charged before redelivery, except where the return was caused by our error, a carrier failure for which we are responsible, or a failure to comply with a consumer guarantee.

14. Contact

For delivery questions, address corrections, missing parcels or collection arrangements, use our Contact page at /pages/contact.