Shipping policy
Last Updated: 30 July, 2025
At The Mailroom Co, we strive to deliver your magical letters in a timely and efficient manner. Below are the details regarding our shipping options, processing times, and related policies.
Shipping Methods
We offer the following shipping options:
- Free Shipping: Untracked letter post via Australia Post, also affectionately known as "Snail Mail"
- Standard Shipping: Tracked shipping with signature required upon delivery, provided by Australia Post
- Express Shipping: Tracked, with an estimated delivery time of 1-3 business days via Australia Post
Processing Times
- Personalised Products: Please allow up to 2 weeks for production
- Non-Personalised Products: Orders typically ship within 1-3 business days
- Peak Season (November 1 - December 20): Processing times may extend to 3 weeks for personalised items. Order early for Christmas delivery!
- Combined Orders: If you order non-personalised products with personalised products, all items will ship together once the personalised item is complete
Christmas Delivery Cut-offs
To ensure your letters arrive in time for Christmas, please note our cut-off dates:
- Cut-off dates are announced via email and displayed on our website's announcement bar
- Check our homepage regularly during November-December for updated deadlines
- We strongly recommend express shipping for orders placed close to cut-off dates
Email Updates
You'll receive email notifications at each stage of your order:
- Order confirmation
- Production started
- Order shipped (with tracking if applicable)
Shipping Costs
- Flat Rate Shipping: Shipping costs are calculated at a flat rate
- Free Shipping: Available for untracked letter post via Australia Post
Estimated Delivery Times
Within Australia:
- Free Shipping (Untracked): Delivery times vary by location and season - we recommend tracked options during peak periods
- Standard Shipping (Tracked): 5-7 business days
- Express Shipping: 1-3 business days depending on location
International Orders:
- Delivery times vary by destination
- All international orders include tracking
- Please allow extra time during peak season
International Shipping
We currently ship to:
- Australia
- New Zealand
- United Kingdom
- United States
Important for International Orders:
- Items ship from Victoria, Australia
- Customers are responsible for any customs duties, taxes, or import fees
- These charges are not included in our shipping fees and are beyond our control
- Customs clearance may cause additional delays
Tracking
- Tracking information is provided via email for all tracked shipping options
- All international orders automatically include tracking
- Free shipping (untracked) does not include tracking capabilities
Shipping Protection
We offer optional Shipping Protection for $2.99 at checkout:
What's Covered:
- Lost packages
- Stolen packages
- Damaged items during transit
- Priority replacement for covered incidents
How to Make a Claim:
- Email us at magic@themailroomco.com.au within 14 days of expected delivery
- Include your order number and description of the issue
- For damage claims, please provide photos of the damaged item and packaging
- We'll review your claim and work with you on a replacement or refund
Please Note: Without shipping protection, we cannot be responsible for packages that are lost or damaged after leaving our facility.
Handling Delays
While we make every effort to ensure timely delivery, delays can occasionally occur due to:
- Postal service disruptions
- Weather conditions
- Peak season volumes
- Customs processing (international orders)
If your order hasn't arrived within the estimated timeframe and you selected untracked shipping, we unfortunately cannot investigate further with Australia Post.
Address Changes & Errors
- Please double-check your shipping address before completing your order
- To request an address change, email us at magic@themailroomco.com.au with your order number and correct details within 24 hours of placing your order
- After 24 hours, we may not be able to accommodate changes as your order may already be in production or shipped
Contact Us
For any shipping inquiries, please email us at magic@themailroomco.com.au with your order number.
Thank you for choosing The Mail Room Co to deliver Christmas magic! 🎅