Warning, this isn’t a normal policy page it’s a kewl policy page, cause’ a real human actually wrote this…
With that in mind, here is everything we can think of to do with shipping. Have a read and if something doesn’t make sense or if an elephant has your order, hit us up - email@example.com.
How do I track my order?
That’s a great question. You should have received a tracking link via email within 24 hours of placing your order (on a weekday). If you haven’t - email firstname.lastname@example.org and ask what the heck is going on!
How much does shipping cost?
We detail out all the shipping costs at checkout.
All of our main kits will ship free but here may be a small fee for some of our 'accessories' but it's all pretty reasonable.
Why can’t I select my country when checking out?
We are on a mission to craft as many conversations as we can all around the world, if you can’t select your country, this means we don’t ship there (yet)... Send us an email - email@example.com and we’ll see what we can do.
My shipping status says delivered but I can’t find my order?
Yea we get it, this definitely happens, stolen and missing packages suck. We don’t want to be like one of those other brands that say “oh well, it's your issue”. So, here’s what we can do…
If our couriers show that the package has been delivered but you can’t find it... We can send you out a new one. You’ve just got to help us out with some of the costs.
We’ll cover 50% of the order value if you cover the other 50% - how’s that sound? Just email firstname.lastname@example.org and we can get it sorted for you.
Eeek, I used the wrong shipping address.
If you’ve somehow given us the wrong address (dw we’ve done it heaps of times) here’s what we can do…
• If we haven’t sent your order and you haven’t received your tracking link, email us at email@example.com with the correct address. We can update your address and your order, no problemo.
• If we’ve already sent it and you’ve got the tracking link, unfortunately, we can’t do much. Your best bet is to try calling the courier company (deets on the tracking email) and get your order redirected to the correct address.
• Failing that and if your order is returned to us, we charge $30 to send a brand spankin new kit out to you. This just helps cover the costs associated with it all. Painful, we know but it has to be done.
I want to cancel my order.
You wot?! If for some crazy reason you need to cancel your order and as long as we haven’t sent your order out, we can give you a full refund. We get it, things happen, stuff comes up - all good. Just email us at firstname.lastname@example.org and let us know.
If we’ve already sent the order out and you’ve got a tracking number, unfortunately, we can’t do much about it. We can’t cancel it or refund you. Unfortunately, you’re just going to have to schedule that date night with your friends, family and lovers.
How long does delivery take?
All delivery estimates are given at the time of purchase during checkout.
We do our best to work with our amazing courier team to get everything out to you Crockers as quickly as we can.
Usually, this is all within a week. Unless you live in someplace, in the middle of nowhere... In which case, give us a few extra days will ya.
If delivery estimates are exceeded or your package is taking its sweet ass time, let us know. We will track it down, give it a pep talk and have it on it’s way to you in no time. Email email@example.com.
When will my order be sent?
Crockd HQ (and our beloved couriers) don’t operate over the weekend or on public holidays. Why? Cause our lil clay hands need some ‘me time’ too gosh dangit. But dw, we promise we will get your order out within 24 hours Monday through Friyay.
I changed my mind I want to return my kit.
Surely not... We are going to be straight up with you, we go to a ton of effort to ensure our kits reach you in tip-top condition. Often when items are returned to us they’ve had a bit of a rough journey and we can’t re-purpose them. Because of this, we don’t do ‘Change of Mind’ returns.
My order looks a bit funky?
OMG! How the heck did that happen. Look, it doesn’t happen very often but sometimes we stuff up or the couriers like to play handball with your kit…
If you’ve received something that’s completely different to what you expected or your kit is heavily damaged, then just hit us up at firstname.lastname@example.org with a photo and we will get it all sorted for you ASAP.
We will cry a little, hug each other, cry some more and then send you out a brand new kit express, on us.
Can I ship to my Postal Box?
Unfortunately, we can’t ship to a PO Box unless you live in the following countries.
- Australia (PO Box Approved)
Don’t ask us why, because we have no idea why couriers can’t deliver there. Crazy right?
Can I ship to a military address?
It’s a bit like PO Boxes - crazy that everyone can’t deliver to these. Unfortunately, that means we can’t either. We are working on a solution because everyone should have the ability to get Crockd up - including our military personnel.
Do I need to worry about duties and taxes?
Taxes shmaxes, dw, we will look after all the duties and taxes so you don’t have to worry about a thing. Buying a Crockd kit should be fun and not feel like you’re studying tax law at uni.
Email us at email@example.com