Shipping and Delivery
Track & Trace
All orders placed online at Retail Hippo (retailhippo.com.au) are delivered via courier. You can track the progress of your order from placement through to delivery dispatch via our Order Status Tracking portal. Simply enter your Order Number (ie. 100900) and your email address used to checkout to view the progress of your order.
Once your order has been packed and dispatched you will see a tracking number and link to track your order directly through the tracking portal.
Please allow up to 24 hours for your parcel to register in the couriers system before attempting to track your order. If you have any concerns contact our Customer Service Team by email on firstname.lastname@example.org or complete our online enquiry form. We will generally respond to online enquiries within 24-48 hours.
Your delivery cost will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice. Normally the larger the item, the more expensive delivery will be. Extremely large goods (ie. Items requiring a two man lift) will also incur higher delivery rates.
Please note: As we use couriers to deliver all parcels, products cannot be delivered to an unattended address. The courier may require a signature from an occupant at the specified delivery address at the time of delivery, if no one is available to sign for any parcel a card will be left and the parcel re-directed to the nearest Courier depot. You will then be responsible for collecting the parcel from that depot or paying an additional charge for re-delivery.
Retail Hippo recommends all deliveries be shipped to a location that is attended during business hours, whether that is a home, work or other address, to minimize any redelivery delays and/or fees.
You may incur additional delivery fees/freight charges within the checkout (in excess of the fees and charges specified above) for:
- Large quantity or bulk orders.
- Express or urgent deliveries; or
- Non-stock and/or bespoke items
If you have an order with multiple items, these items may only be available for dispatch from separate locations. In this instance, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. There will not be any additional shipping charges applied to the order.
At checkout, you will be notified of shipping costs for your approval, these are calculated automatically by the site in accordance with our courier companies’ freight charges. Bulky items are those with either a high weight or large cubic volume. Products are allocated as bulky as determined by the shipping methods of our courier companies.
Please note if your cart contains non-bulky and bulky items your cart will be calculated accordingly.
Order Processing Time Frames
Delivery Time Frames
We use a selection of courier services with delivery times of between 1 – 10 business days after dispatch for smaller items, and 3 – 10 business days for larger items, depending on your delivery location. Courier deliveries are made during business hours, Monday to Friday only.
Please note that all Order delivery dates are estimates based off data provided to us by the couriers, and as such, actual delivery dates may be affected by unforeseen circumstances, we recommend contacting the courier regarding shipping delays as they can give you the most up to date information and answer any questions regarding your order delivery quicker than we are able to.
P.O. Boxes, Parcel Lockers and Authority to Leave (ATL)
We are unable to deliver goods to PO Box addresses or Australia Post Parcel Lockers as all delivery orders are sent via courier services. Unfortunately we do not currently offer Authority to Leave (ATL).
Unfortunately Retail Hippo is currently unable to provide international shipping.
Reasons for order delays
- Entry of an incorrect or incomplete address during checkout.
- The address had no-one to sign for the parcel.
- Incorrect payment information was entered against the order. Please double check all details at time of checkout as your order will only be created upon receipt of payment.
- In the event an order is flagged for verification we may need to get in contact via phone before dispatching some orders. Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the card holder, and this may delay shipping.
- Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.
If your order is not received within the quoted delivery period please check your order progress directly via the couriers website with the provided tracking number on your order status, alternatively contact our Customer Support Team via email on email@example.com or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.