Shipping Policy

At Frogmouth Ponds, we are committed to ensuring your order arrives safely and efficiently. Please review our shipping policy below for important information regarding restrictions, tracking, and our procedures for lost or damaged goods.

Biosecurity shipping restrictions

We comply with all Australian biosecurity regulations to protect our local ecosystems. Please note the following restrictions based on your location:

• Western Australia (WA) & Northern Territory (NT): We are unable to ship raw honey or honeycomb to these regions. However, our processed cosmetic products, specifically Harry Bastard Lip Armour and Paw Repair, are fully compliant with state regulations and can be shipped to WA and NT.
• Queensland (QLD): Honeycomb is restricted from shipment to Queensland. All other products, including our full range of balms and honey, are permitted.

We recommend checking these restrictions before finalising your order to ensure a smooth delivery.

Lost or missing orders

In the event that your order is lost or missing, please initiate contact with Australia Post using your provided tracking number. While we do not have full access to your parcel's location, Australia Post is our designated shipping partner and the first point of contact for lost items.

If Australia Post confirms the loss and you need to lodge a compensation claim, please contact us directly.

Please be advised that orders shipped from Tasmania may be routed through several major delivery hubs before reaching your local branch.

Damaged goods

We take great care in packaging our products, using thick layers of corrugated cardboard and eco-friendly bubble wrap. However, in rare occurrences of mishandling by the postal service, goods may arrive damaged.

If you receive a package with broken or damaged goods, please follow these steps as soon as possible:

• Document the damage: Photograph the damaged items while they are still in the box. Clear pictures are essential for our records and for any compensation claim with Australia Post.
• Submit documentation: Email the photographs and your order number to us (see below).

Questions about shipping?

For any further enquiries regarding our shipping policy or your order, please contact us at [email protected].