Delivery Policy

Last updated: 9 September 2020

 

We’ve tried to make our shipping and dispatch process as clear and easy as possible by offering you a range of convenient options to get your books delivered to you. All orders are processed and dispatched by the Zookal team from our own warehouse located in Alexandria, NSW, Australia. 

Read our full delivery policy below. You can also refer to our FAQ for more information or contact us if there is anything we can help you with. 

Information on this page:

  • COVID-19 Impact
  • Shipping Destinations
  • Shipping Options & Cost
  • Product Availability
  • Order Processing Speeds
  • Delivery Speeds
  • Tracking My Order
  • Delivery Conditions
  • Problems With My Order

     

    COVID-19 Impact

    We’re still open and delivering orders! Australia Post has informed us of potential delays due to the tightening of borders, social distancing procedures and increased pressure on logistics. Please note that some titles may also take longer for us to source from our suppliers as delivery times are currently longer than usual. Please do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. workplaces).

     

    Shipping to New Zealand

    We aim to deliver products to you at the place of delivery requested by you within the time indicated by us at the time of your Order, but we cannot guarantee any firm delivery dates. 

    All orders are dispatched and processed from Zookal headquarters in Alexandria, NSW, Australia.  Orders being delivered to a New Zealand address are sent using Australia Post and are delivered by a courier service or by New Zealand Post.

     

    Shipping Options & Cost

    We offer both Standard Shipping and Express Delivery if you need to receive your textbooks fast. Our shipping carrier is Australia Post: Standard & Express Shipping to most addresses in New Zealand.

      Shipping cost will depend on your postcode as well as the total value of your order. Use our handy postage calculator located under the “Shipping Methods” tab in the product detail section of every product page to get a shipping estimate. Once items are added to your cart, you will be able to get a shipping estimate both from the cart page as well as from the checkout page. 

       

      New Zealand Customs and Duty fees

      New Zealand customers are charged in NZD the price displayed on the Zookal New Zealand website at the time of purchase.  The price charged to New Zealand customers at checkout is subject to (i) New Zealand GST and (ii) the exchange rate applied by the payment provider you have used.

      Please be aware that orders shipped to New Zealand valued at more than NZD$1000 may be subject to duties, customs charges and fees charged by the NZ Customs Service once the Order reaches its destination port. These amounts must be paid by you directly to the NZ Customs Service or its authorised service provider. Zookal is not responsible for and will not reimburse any of these charges, duties or fees.

      You can find out more information at NZ Custom Service GST and Duty FAQs. Thresholds and rates are subject to change in accordance with changes to NZ law. Additionally, your payment provider or financial services provider may charge currency conversion and administration fees on purchases and any refunds we provide. The exchange rate used to determine the quantum of the refund (in NZ dollars) shall be the prevailing rate at the time the refund is made (not the original exchange rate).

        

      Product Availability

      Please note that not all the items listed on our website are available immediately. They may be marked as "In stock" or "In stock at supplier". 

      While we do our best to keep the product stock status updated at all times,  the stock status update may be delayed during peak sales period.

      "In stock" 

      When you see a product marked as "in stock", it means that the product is available at our warehouse. 

      "In stock at supplier"

      When a product is marked as "In stock at supplier", it means that the item is currently available to order but is not available for immediate delivery. The item will be ordered from our supplier before the order can be fulfilled. Some retailers call this a backorder. Estimated order processing times are quoted on the product page. Please note order process times do not include the shipping time which is dependent on your location in Australia and the shipping service you select at checkout (i.e. standard eParcel or Express Post).

       

      Order Processing Speeds

      We state the average order processing time on each and every product page on this website. Different items have different order processing times depending on the product’s stock status. 

      The stock status descriptions used on this website are: 

      • In stock - Ships in 1 to 2 business day

        This means the product is available at our warehouse and will be dispatched on the same business day or next business day after the order was placed. 

        • In stock - Ships in 6 to 14 business days

          This means the product is available from our supplier and we will source the item for you. As a result, the order processing will take a few more days before the order can be dispatched from our warehouse. 

           

          Important note on partial shipments

          If your order contains items that need to be sourced from our suppliers (i.e. any item marked as “In stock - Dispatched in 6-10 business days) as well as items immediately available from our warehouse (i.e. any item marked as “In stock - Dispatched in 1 business day), then all items in your order will be grouped together and sent in one shipment as soon as all items are ready to ship. Please contact us if you have any questions.

           

          While we do our best to keep up with your expectations, please note that during busy periods, order processing times may be slightly affected and may take longer than usual. Please contact us if you have any concerns or questions.

            

          Delivery Speeds

          All New Zealand orders are dispatched from the Zookal warehouse located in Alexandria, NSW, Australia.

          Below are indicative delivery times for major metro areas in New Zealand. Please use these estimates as a guide only as shipping lead time may vary depending on your location.

          • Standard: 6-12 business days
          • Express: 3-8 business days 

          You can refer to the Australia Post Delivery Times calculator to get a better estimate for your postcode. 

           

          Tracking your order

          Once your order has been dispatched, you will receive a notification containing your tracking information to the email address you provided when placing your order. Tracking information will also be available from your customer account.

          Log in or create an account using the email address you used to place your order to access your order history and tracking information.

           

          Delivery conditions

          Authority to leave (ATL)

          When possible, Australia Post’s delivery drivers and posties will try to hand in parcels directly in person. However, if for any reason they cannot reach you or no one is home, drivers and posties will try to find a safe place to leave the parcel (if size allows, then this includes your letterbox). 

          If a safe place is unavailable, a note with instructions for pick-up will be provided for you to withdraw your parcel from your designated post office. 

          If you are an Australia Post My Post customer, you may be contacted by Australia Post prior to delivery to select your preferred drop-off method including the option to waive the requirement for a signature. Visit the Australia Post website to update your delivery preferences.

           

          Insufficient and/or incorrect delivery information

          Should you notice any error in the delivery address you provided at time of checkout, please let us know as soon as possible by contacting our Customer Service team on our toll free line 0800 122 010 or sending us a message. We will do our best to amend any error before dispatching your order. 

          Incorrect and/or insufficient delivery information may result in delayed delivery, lost parcel and your order will be returned to our warehouse. Any package returned to us due to incorrect or insufficient information will incur an extra delivery fee of $7.95 before we can try to send it back to the correct address. 

          Unfortunately, we will not be able to extend a refund or store credit on items that have been incorrectly delivered due to the above mentioned issue.

           

          Quick tip

          Don’t forget to update your customer account for future orders. Simply log in or register for an account using the email address provided when placing the order. 

           

          Problems with your order

          We want you to have the best online shopping experience, so if you have any questions, concerns or problems with your order, please contact our friendly Customer Service team for assistance. 

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