Shipping policy

Shipping Policy

Tudaloo Pty Ltd (ABN 79 672 666 705) is committed to delivering your order as quickly and reliably as possible. This policy outlines our shipping options, processing times, and what to do if something goes wrong.

1. Shipping Options

We offer the following shipping methods for deliveries within Australia:

  • Standard shipping — estimated 3–7 business days
  • Express shipping — estimated 1–2 business days

Shipping fees are calculated at checkout based on the size and weight of your order and your delivery location. You will see the total shipping cost before completing your purchase.

We also offer international shipping to selected countries. International delivery timeframes vary depending on the destination and customs clearance processes.

2. Processing Time

Orders are typically processed within 1–2 business days of receipt. During peak periods (such as sales events), processing may take up to 3 business days. We will notify you if there is an unexpected delay.

Preorder products have longer lead times and are dispatched according to the estimated timeframes shown on the product page. Preorders are subject to our Halo Preorder Terms & Conditions.

3. Delivery Timeframes

All delivery timeframes quoted are estimates only and commence from the date of dispatch, not the date of order. Actual delivery times depend on your location and the shipping carrier.

Tudaloo is not liable for delays caused by shipping carriers, incorrect delivery addresses provided by the customer, weather events, public holidays, or other circumstances beyond our reasonable control.

4. Shipping Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this to track your delivery via the carrier's website.

If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at support@tudaloo.com.au.

5. International Shipping

We ship to selected countries outside Australia. Please note:

  • International delivery times vary by destination and are estimates only
  • Customs duties, taxes, and import fees may apply and are the responsibility of the recipient
  • Tudaloo has no control over customs processing times or delays
  • Our plumbing products are designed for Australian water supply standards and may not be compatible with plumbing systems in other countries — please check local requirements before ordering

6. Delivery Address

Please ensure your delivery address is correct and complete at the time of ordering. Tudaloo is not responsible for orders delivered to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect address, we will contact you to arrange redelivery — additional shipping charges may apply.

7. Lost, Damaged, or Missing Items

We take care in packaging your order, but occasionally things go wrong in transit. If your order arrives damaged, is missing items, or does not arrive at all, please contact us within 7 days of the expected delivery date:

Please include your order number, a description of the issue, and photos of any damage (including packaging). We will work with the carrier to investigate and arrange a replacement, redelivery, or refund as appropriate.

Your rights under the Australian Consumer Law

If a product is damaged on arrival or does not match its description, your rights under the Australian Consumer Law apply. You may be entitled to a replacement, repair, or refund — see our Refund & Returns Policy for details.

8. Large or Heavy Items

Some products (such as smart toilets) may require freight shipping due to their size and weight. Where freight shipping applies, we will provide an estimated delivery window at checkout or contact you after purchase to arrange a suitable delivery time. Additional charges may apply for remote or hard-to-access delivery locations.

9. Contact Us

If you have any questions about shipping, please contact us: