Shipping Policy

Effective Date: July 2026

At BonsaiSei, we are committed to delivering your order quickly, safely and efficiently. This Shipping Policy outlines how we process, dispatch and deliver orders placed through our website.

Order Processing

Orders are processed during our normal business hours, Monday to Friday (excluding public holidays).

We aim to dispatch all in-stock orders within 1–2 business days of receiving payment confirmation.

During peak periods, promotional events or public holidays, processing times may be slightly longer. We appreciate your patience and will work to dispatch your order as quickly as possible.

Shipping Within Australia

We currently ship to addresses throughout Australia.

Standard Shipping

We offer FREE Standard Shipping on all Australian orders with a total purchase value of AUD $100 or more (after any discounts have been applied).

For orders under AUD $100, shipping charges will be calculated and displayed during checkout.

Express Shipping

Express Shipping is available for customers who would like to receive their order sooner.

Express Shipping is available for an additional charge, which will be calculated and displayed during checkout based on your delivery location.

Estimated delivery times are provided by the shipping carrier and are intended as a guide only.

International Shipping

International shipping may be available to selected countries.

Customers are responsible for ensuring that products imported into their country comply with all applicable laws and regulations.

Any customs duties, import taxes, brokerage fees or other government charges are the responsibility of the customer unless otherwise stated.

BonsaiSei is not responsible for delays caused by customs clearance processes.

Shipping Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

Please allow up to 24 hours for tracking information to become active after receiving your dispatch confirmation.

Delivery

While we work with trusted delivery partners, delivery timeframes are estimates only.

Delivery may be affected by circumstances beyond our control, including:

• Severe weather events
• Natural disasters
• Public holidays
• Carrier delays
• Industrial action
• Remote delivery locations
• Other unforeseen circumstances

BonsaiSei is not liable for delays that occur once an order has been handed to the shipping carrier.

Incorrect Shipping Information

Customers are responsible for ensuring that all delivery details provided at checkout are accurate and complete.

If an incorrect or incomplete address is provided, additional shipping charges may apply if the parcel needs to be redirected or resent.

If an order has not yet been dispatched, please contact our Customer Care team as soon as possible. While we will do our best to update your shipping details, we cannot guarantee changes can be made once an order has entered processing.

Authority to Leave

Where a shipping carrier offers an Authority to Leave (ATL) option and it is selected by the customer, delivery may occur without obtaining a signature.

Once a parcel has been delivered in accordance with the customer’s delivery instructions, responsibility for the parcel passes to the customer.

Lost or Delayed Parcels

Once your order has been dispatched, it is entrusted to our delivery partner for transportation.

If your parcel is delayed, appears to be lost, or arrives damaged, we recommend first checking your tracking information and, where appropriate, contacting the shipping carrier directly for the most up-to-date delivery information.

If you are unable to resolve the issue with the carrier, please contact our Customer Care team. We will work with the carrier to investigate the shipment and assist where reasonably possible.

BonsaiSei is not liable for delays caused by shipping carriers, weather events, natural disasters, industrial action, customs processing or other circumstances beyond our reasonable control.

Any claims for lost or damaged parcels will be assessed in accordance with the Australian Consumer Law and the policies of the relevant shipping carrier.

Damaged Deliveries

If your order arrives damaged, please notify us within 7 days of receiving your delivery.

To assist with your claim, please provide:

• Your order number.
• A description of the damage.
• Clear photographs of:
  • The product.
  • The packaging.
  • The shipping carton and shipping label.

Please retain all packaging materials until your claim has been assessed.

Split Shipments

Where an order contains multiple products, we may ship items separately if required to improve delivery times or due to stock availability.

Where possible, you will be provided with tracking information for each shipment.

You will not be charged additional shipping costs for split shipments initiated by BonsaiSei.

Returns

Please refer to our Return & Refund Policy for information regarding product returns, exchanges and refunds.

Customer Care

If you have any questions regarding this Shipping Policy, please contact us.

BonsaiSei

Email: hello@bonsaisei.com.au

Website: bonsaisei.com.au

We aim to respond to all customer enquiries within 1–2 business days.