Shipping policy
Processing (Marshmallow Making)
All of our marshmallows are handmade and this can take some time. Our regular processing times are 3-10 business days. During busy periods such as Easter, Christmas, etc processing times can be 10+ business days. Our team work as fast as they can to get your orders made and shipped as quickly as possible (we hate to make you wait!).
Delivery
We use Australia Post for all of our deliveries, if you are located outside of Australia this means that your order will be delivered through your local postal carrier. Please note that all of our orders (except pre-orders) go into the same queue and will be made in the order that we received them in. Choosing Express shipping does not mean that your order will be made faster, but it does mean that we will use Express post as the shipping method so you will receive your parcel faster, after we have shipped it out. We also cannot guarantee delivery by a certain date, even if it is requested. We will of course do our best but to guarantee delivery by a date is impossible due to many variables such as staffing, shipping times, and delivery schedules.
Within Australia
We ship Australia-wide. Shipping is charged at a flat rate of $10 for Regular shipping and $15 for Express shipping. We recommend that you choose Express shipping as this reduces the time in transit and there are less delays with the Express network than with regular post.
See below for the delivery delivery times we have been quoted by Australia Post. Please note that there may be delays with post due to Covid
| State | Express Post | Standard Post |
|---|---|---|
| ACT | 2-3 Business Days approx. | 2-5 Business Days approx. |
| NSW | 1-2 Business Days approx. | 3-5 Business Days approx. |
| NT | 4-7 Business Days approx. | 7-11 Business Days approx. |
| QLD | 1-4 Business Days approx. | 3-6 Business Days approx. |
| SA | 2-4 Business Days approx. | 5-7 Business Days approx. |
| TAS | 2-4 Business Days approx. | 5-8 Business Days approx. |
| VIC | 2-4 Business Days approx. | 4-7 Business Days approx. |
| WA | 3-6 Business Days approx. | 8-11 Business Days approx. |
Ordering to a hotel while on vacation in Australia
While we do allow orders to hotels, we advise that there is risk associated with these orders. As mentioned above, our processing times can be up to 10 business days and then there can be variances in the shipping times within Australia (which we can't control unfortunately). We recommend that if you are ordering to a hotel you do the following:
- Contact the hotel to ensure that they allow packages to be delivered for guests. Also check whether they can hold the package for you if it arrives before you check in
- Order with plenty of time in advance and choose Express shipping to reduce shipping delays
- Double check the delivery address for the hotel and make sure that the recipient information is clear
Please note that we can not guarantee delivery by certain dates and cannot guarantee that your package will be delivered to you when staying at a hotel, placing an order like this is at your own risk. We will do our best to assist you to receive your marshmallows. We cannot offer refunds or replacements if your package does not arrive by a particular date.
International
Please see below for approximate delivery times for each country we currently ship to. If you don't see your country below please get in touch for a custom shipping quote
| Country | Express Post | Standard Post |
|---|---|---|
| Austria | 6-12 Business Days approx. | 10-15 Business Days approx. |
| Bahrain | 6-10 Business Days approx. | Suspended |
| Belgium | 10-15 Business Days approx. | 15-20 Business Days approx. |
| Brazil | 10-15 Business Days approx. | Suspended |
| Brunei | 6-10 Business Days approx. | 10-18 Business Days approx. |
| Canada | 6-11 Business Days approx. | 11-15 Business Days approx. |
| Chile | 8-18 Business Days approx. | Suspended |
| Costa Rica | 8-18 Business Days approx. | Suspended |
| Croatia | 7-10 Business Days approx. | 10-15 Business Days approx. |
| Cyprus | 8-18 Business Days approx. | Suspended |
| Czech Republic | 6-12 Business Days approx. | 10-15 Business Days approx. |
| Denmark | Unavailable | 11-17 Business Days approx. |
| Estonia | 6-10 Business Days approx. | 8-12 Business Days approx. |
| Fiji | 5-10 Business Days approx. | 10-15 Business Days approx. |
| Finland | 10-15 Business Days approx. | 15-20 Business Days approx. |
| France | 6-10 Business Days approx. | 8-12 Business Days approx. |
| Germany | 7-12 Business Days approx. | 15-20 Business Days approx. |
| Greece | 8-12 Business Days approx. | 10-18 Business Days approx. |
| Guam | Suspended | 10-18 Business Days approx. |
| Hong Kong | 5-10 Business Days approx. | 10-15 Business Days approx. |
| Hungary | 5-11 Business Days approx. | 11-15 Business Days approx. |
| Iceland | 6-10 Business Days approx. | 10-18 Business Days approx. |
| India | Suspended | 8-12 Business Days approx. |
| Indonesia | 8-12 Business Days approx. | 10-18 Business Days approx. |
| Ireland | 6-10 Business Days approx. | 8-12 Business Days approx. |
| Israel | 8-18 Business Days approx. | N/A |
| Italy | 6-10 Business Days approx. | 8-12 Business Days approx. |
| Japan | 5-10 Business Days approx. | 10-15 Business Days approx. |
| Kuwait | 8-18 Business Days approx. | Suspended |
| Latvia | 6-10 Business Days approx. | 8-12 Business Days approx./td> |
| Lithuania | 8-12 Business Days approx. | Suspended |
| Luxembourg | 6-10 Business Days approx. | Suspended |
| Mauritius | 8-18 Business Days approx. | Unavailable |
| Macao | 5-10 Business Days approx. | 5-15 Business Days approx. |
| Malaysia | 5-12 Business Days approx. | 12-20 Business Days approx. |
| Mexico | 8-18 Business Days approx. | N/A |
| Netherlands | 8-12 Business Days approx. | 10-18 Business Days approx. |
| New Caledonia | 3-11 Business Days approx. | 8-15 Business Days approx. |
| New Zealand | 4-8 Business Days approx. | 8-12 Business Days approx. |
| Norway | 15-20 Business Days approx. | Unavailable |
| Pakistan | 8-18 Business Days approx. | Unavailable |
| Phillipines | 5-10 Business Days approx. | 10-15 Business Days approx. |
| Poland | 6-10 Business Days approx. | 8-12 Business Days approx. |
| Portugal | 5-10 Business Days approx. | 10-15 Business Days approx. |
| Puerto Rico | 8-18 Business Days approx. | N/A |
| Romania | 8-12 Business Days approx. | N/A |
| Qatar | 5-10 Business Days approx. | 8-12 Business Days approx. |
| Saudi Arabia | 10-15 Business Days approx. | 15-20 Business Days approx. |
| Serbia | 10-15 Business Days approx. | 15-20 Business Days approx. |
| Singapore | 2-5 Business Days approx. | 5-10 Business Days approx. |
| Slovakia | 8-12 Business Days approx. | 12-18 Business Days approx. |
| South Africa | 8-18 Business Days approx. | N/A |
| South Korea | 5-10 Business Days approx. | Unavailable |
| Spain | 8-18 Business Days approx. | 10-20 Business Days approx. |
| Sweden | 10-15 Business Days approx. | Unavailable |
| Switzerland | 10-15 Business Days approx. | Unavailable |
| Taiwan | 4-8 Business Days approx. | 8-12 Business Days approx. |
| Thailand | 4-8 Business Days approx. | 8-12 Business Days approx. |
| Trinidad and Tobago | 8-12 Business Days approx. | Suspended |
| Turkey | 6-15 Business Days approx. | 10-15 Business Days approx. |
| United Arab Emirates (UAE) | 5-12 Business Days approx. | 12-15 Business Days approx. |
| United Kingdom (UK) | 7-14 Business Days approx. | 10-18 Business Days approx. |
| United States (US) | 5-8 Business Days approx. | 9-12 Business Days approx. |
| Vietnam (US) | 6-10 Business Days approx. | 10-18 Business Days approx. |
Duties and Taxes
International orders may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination and customers will be contacted directly by their local customs to arrange this.
These charges are not included in our product price or shipping and handling cost as they vary per country (and are not always charged). These charges are the buyer’s responsibility.
The Marshmallow Co. does not have any responsibility for these additional charges that may apply and the buyer is responsible for obtaining information regarding their local laws, regulations, and restrictions that may apply when purchasing our products.
If a product is seized and destroyed by the customs, or returned to Australia, we are not responsible for the losses, product, or shipping refunds. We will re-ship the order out but it is the customer's responsibility to cover the shipping costs.
