Shipping Policy

(Last Updated: June 2026)

At Ponfel's, we're committed to keeping shipping costs as fair and affordable as possible. We regularly compare delivery services to secure competitive rates for our customers.

We believe in fair shipping. If we identify a lower shipping rate after your order has been placed, we may, at our discretion, refund part or all of the difference in shipping costs.

Shipping rates are calculated as accurately as possible at checkout based on the information available at the time of purchase. However, in rare circumstances, the actual shipping cost may be higher due to factors such as item size, weight, packaging requirements, delivery location, or carrier surcharges.

Some oversized, bulky, fragile, or remote-area deliveries may incur an additional shipping charge. If this applies to your order, we will contact you before dispatch to discuss the available options and obtain your approval before proceeding. No additional charges will be applied without your consent.

Order Processing

All orders are processed within 1–2 business days (excluding weekends and public holidays) after payment has been received.

Shipping charges are calculated and displayed at checkout. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

During peak periods, promotional events, seasonal holidays, or unforeseen circumstances, processing and delivery times may be slightly longer. If there is a significant delay affecting your order, we will contact you via email or telephone.

Peak Seasonal Periods

During busy seasonal periods such as Easter, Mother's Day, Father's Day, Halloween, Christmas, and major sales events, order processing and delivery times may be longer than usual. We recommend placing orders early to avoid disappointment.

Shipping & Delivery

Freight charges are based on the size, weight, and destination of the products ordered.

While we work with reputable carriers and do our best to provide accurate delivery estimates, shipping timeframes are provided as a guide only and cannot be guaranteed.

All parcels include tracking. Please allow 24–48 hours after dispatch for tracking information to become available.

We recommend checking your junk or spam folder if you have not received your shipping confirmation email.

Lost or Delayed Parcels

Once an order has been dispatched, delivery timeframes are the responsibility of the carrier. If your parcel is significantly delayed or appears lost in transit, please contact us and we will work with the carrier to investigate.

Replacement or refund requests relating to lost parcels will be assessed on a case-by-case basis following completion of the carrier's investigation.

Incorrect Shipping Information

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

Ponfel's is not responsible for delays, losses, or additional charges resulting from incorrect or incomplete delivery information supplied by the customer. Any costs incurred for returned parcels or redelivery may be passed on to the customer.

Authority to Leave (ATL)

If you select Authority to Leave (ATL) at checkout, you authorise the carrier to leave your parcel without obtaining a signature. Once a parcel has been delivered in accordance with your ATL instructions, Ponfel's accepts no responsibility for loss, theft, or damage occurring after delivery.

Damaged Parcels

We take great care when packing your order to ensure it arrives safely. However, in rare cases, damage may occur during transit.

If your order arrives damaged, faulty, or not as described, please contact us as soon as reasonably possible after receiving your order and refer to our Refund & Returns Policy for further information.

Local Pickup

Free local pickup is available from South Penrith, NSW.

Simply select "Local Pickup" at checkout. Orders are usually ready within 1–2 business days, and you will receive an email notification with collection instructions once your order is ready.

Order Tracking

Once your order has been shipped, you will receive an email containing your tracking number.

If your parcel appears delayed, has not moved in tracking for several business days, or you have concerns regarding delivery, please contact us at sales@ponfel.com.au and we will assist in investigating the shipment.

PO Boxes

We currently do not ship to PO Box addresses.

Returns & Refunds

If you receive a product that is damaged, faulty, or not as described, please contact us as soon as reasonably possible after receiving your order.

We do not offer refunds for change-of-mind purchases. All refund and return requests are assessed in accordance with our Refund Policy and Australian Consumer Law.

Contact Us

If you have any questions regarding shipping, delivery, returns, or your order, please contact us:

Email: sales@ponfel.com.au