Shipping policy

Shipping Policy

At Sanctuary & Sage Co., we understand that receiving your order promptly and in perfect condition is just as important as the quality of our products. This Shipping Policy outlines how we handle the delivery of your orders — from processing to your doorstep.

We proudly offer free international shipping on all orders to our supported countries, with no minimum purchase required. This policy applies to all purchases made through our website: www.sanctuaryandsageco.com.

1. Countries We Ship To

1.1 Australia

We deliver to all Australian states and territories, including metro, regional, and most remote areas.

1.2 International

We currently ship to the following countries:

  • Europe: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
  • Asia-Pacific: Hong Kong SAR, Israel, Japan, Malaysia, Singapore, South Korea, New Zealand
  • Americas: Canada, United States
  • Middle East: United Arab Emirates

Note: We only ship to the countries listed above.

2. Order Processing Times

  • Orders are processed within 1–3 business days (Monday to Friday).
  • Orders placed before 2:00 PM AEST are typically processed within 2 business days.
  • Pre-orders or custom items may have extended processing times (noted on product pages).
  • Processing begins once payment is confirmed and inventory is verified.

3. Shipping Times & Methods

We work with reliable international shipping partners to ensure your order reaches you safely.

  • Estimated Delivery: Delivery timeframes are shown at checkout.
  • Typical range: 5 to 20 business days, depending on destination and customs clearance.
  • Remote areas may require an additional 2–5 business days.
  • During peak periods, delivery times may be extended.

4. Delivery Locations

We ship to:

  • Residential and business addresses
  • Parcel lockers (where available)
  • PO Boxes (for smaller items, based on carrier restrictions)

5. Shipping Costs

Free Standard Shipping: All orders to supported countries include free shipping — no minimum spend required. All product prices shown already include shipping costs.

6. Order Tracking

6.1 Tracking Information

Tracking details will be sent by email once your order ships. You can also track your order through your account.

6.2 Tracking Activation

  • Tracking typically activates within 24–48 hours.
  • International tracking may take up to 5 business days.

6.3 Issues with Tracking

If there are no updates for more than 5 business days, please contact us so we can investigate.

7. Address Requirements & Changes

7.1 Accuracy

Please ensure all shipping details are accurate, including:

  • Full recipient name
  • Complete address with unit numbers
  • Correct postal or ZIP code
  • Phone number (required for international orders)

7.2 Changes

Requests to change your address must be submitted immediately after placing your order. Once processing begins, changes may not be possible.

7.3 Incorrect Addresses

Orders returned due to incorrect or incomplete addresses may incur reshipping or restocking fees.

8. Customs & Duties

8.1 International Orders

Buyers are responsible for any customs duties, import fees, or taxes required by their country. These are not included in product prices.

8.2 Declarations

We accurately declare item values on customs forms in accordance with international shipping regulations.

9. Special Circumstances

  • Weather Events & Disasters: Delays may occur during natural events or disruptions beyond our control.
  • Peak Seasons: Delivery times may be extended during major events or holidays.

10. Lost or Damaged Packages

10.1 Lost Packages

If confirmed lost by the carrier, we will issue a replacement or full refund.

10.2 Damaged Packages

Please inspect your package upon delivery. If items are damaged, contact us within 48 hours with photos at contact@sanctuaryandsageco.com