Shipping policy

Australia-Wide Shipping Rates

• Standard Shipping: Flat rate $12.95 (inc. GST) on orders $150 and under.
• Free Shipping: Free standard shipping on orders over $150.
• Express Shipping: $24.95, selected at checkout.

Note: Rates may vary for bulky, fragile, remote-area or custom-quoted items. Where additional freight applies, we will contact you for approval before dispatch. If we do not hear back within a reasonable time, we may cancel and refund the order.

Dispatch & Delivery

• We aim to dispatch within 1 business day. Dispatch may take longer during peak periods.
• We select the carrier and route that provides the fastest available service. Express always uses an express courier with prioritised dispatch.
• Tracking is emailed once your order ships.
• Delivery timeframes are carrier estimates only and are not guaranteed.

Backorders & Partial Fulfilment

• Some items may be backordered or sourced from an alternate location. Estimated arrival dates are indicative only.
• If an item is unavailable, you can choose to wait, receive a partial shipment, or cancel the affected item for a refund.
• Split shipments are sent at no extra shipping charge.

Incorrect Address Details

• Please check your delivery details at checkout. If a parcel is delayed, returned or lost due to an incorrect or incomplete address, any re-shipping cost is payable by you.

Delivered but Not Received

• A carrier delivery scan is treated as proof of delivery.
• If tracking shows delivered but you have not received the parcel, please allow 24 hours and check safe places, with neighbours, or with building management.
• If you believe the parcel has been stolen, a police report may be required as part of the investigation.
• Contact us as soon as possible if your parcel is missing. We will assist with carrier investigations where we can.

Damaged in Transit

• Items that arrive damaged must be reported within 7 days of delivery.
• Claims must include clear photographs of the damaged item, the outer carton, the internal packaging and the shipping label.
• The item may need to be returned for assessment.
• Approved claims are resolved by refund or replacement.
• Where damage cannot be reasonably verified, or evidence is not provided, the claim may be declined.
• This does not limit your rights under the Australian Consumer Law, but timely reporting and evidence are required to assess a claim.

Returned to Sender & Unclaimed Parcels

• If a parcel is returned to us unclaimed or refused, we will contact you and hold the order for 7 days.
• If we do not hear back within that time, the order is refunded less the original shipping paid.

International Shipping

We ship worldwide. International rates are calculated at checkout and are separate from our domestic flat-rate pricing.

• United States: All duties and import taxes are prepaid by The Essential Utensil. No additional customs fees are payable on delivery.
• All other countries: Any duties, taxes and import fees are the customer's responsibility and may be collected by local customs.
• If an international parcel is refused, unclaimed or returned to sender, return shipping costs are non-refundable.
• We may be unable to ship to certain sanctioned or restricted destinations.

Order Changes & Cancellations

• We are not responsible for courier performance, including delays, loss or damage by third-party carriers, but we will assist with carrier enquiries where we can.
• We reserve the right to cancel or modify any order due to stock availability, pricing errors, freight issues, suspected fraud or risk management. Affected orders are refunded promptly.