Made-to-order fulfilment
This Shipping Policy explains how made-to-order fulfilment, shipment tracking, estimated delivery times, customs charges, address issues, and delivery problems are handled.
Most products are made or prepared after an order has been confirmed. The time required to produce and fulfil an order is separate from the time required for the carrier to deliver it.
Estimated fulfilment and delivery information may be displayed during checkout and on order, shipment, or tracking pages. These estimates are based on information available from our fulfilment and shipping providers and may change due to product availability, production capacity, destination, customs processing, carrier disruption, weather, or other circumstances.
Estimated delivery dates are not guaranteed delivery dates. However, this does not affect any rights you may have where an order is not delivered within an agreed or legally required period.
Tracking and split shipments
Tracking information becomes available after a package has been dispatched and the relevant carrier has processed or scanned it.
Tracking information may take a short period to begin displaying movement after dispatch.
Products from the same order may be produced or shipped separately. Each shipment may therefore have its own:
- dispatch date;
- carrier;
- tracking number; and
- estimated delivery date.
An order is not necessarily complete merely because one package has been delivered.
International orders, customs, and import charges
International shipments may be subject to customs processing and to duties, taxes, brokerage charges, handling fees, or other import charges imposed by the destination country.
Unless checkout expressly states that a charge has been collected or included, the recipient is responsible for applicable customs duties, import taxes, and related government or carrier charges.
We do not control customs assessments or customs processing times.
Failure to pay required import charges, provide information requested by customs, or collect a shipment may result in delay, refusal, abandonment, or return of the package. Additional shipping or reshipment charges arising from those circumstances may be the customer’s responsibility where permitted by law.
Delivery address accuracy
Customers must review their delivery name, address, postal code, contact information, and other delivery details before confirming an order.
Contact Support immediately if an address needs to be corrected. We will attempt to update the address where operationally possible, but an address may no longer be editable once fulfilment or shipping has begun.
Where a package cannot be delivered because the customer supplied an incorrect, incomplete, or undeliverable address, reasonable return, redelivery, or reshipment costs may be charged to the customer where permitted by law.
The customer will not be responsible for additional costs caused by an error attributable to us or our service providers.
Delayed or missing shipments
Carrier and customs delays can occur after dispatch. A shipment passing its estimated delivery date is not necessarily lost.
Before reporting a shipment as missing, customers should:
- review the latest tracking information;
- confirm that the delivery address is correct;
- check any safe-delivery locations;
- check with other household members, building staff, or neighbours where appropriate; and
- review any delivery attempt or collection notice.
If a shipment remains undelivered, contact Support as soon as possible.
To allow us to submit a lost-in-transit claim within the applicable fulfilment-provider claim period, a missing shipment should be reported no later than 30 days after its estimated delivery date.
This reporting request does not exclude or reduce any non-waivable rights available under applicable consumer law.
Shipments marked as delivered
Where tracking states that a package was delivered but it cannot be located, contact Support promptly after completing the checks described above.
We may ask the customer to confirm delivery details, contact the carrier, obtain delivery information, or provide a written statement concerning the missing package.
A carrier’s delivered status will be considered as part of our investigation but will not, by itself, remove any remedy that must be provided under applicable law.
Damaged, defective, or incorrect products
Inspect products promptly after delivery.
Damage that occurred during shipping, or a product that arrives defective, misprinted, or materially different from what was ordered, should be reported through Support as soon as possible and preferably within 30 days after receipt.
Customers may be asked to provide:
- the order number;
- clear photographs of the affected product;
- photographs of the external and internal packaging;
- photographs of the shipping label; and
- a description of the damage or other problem.
The product and packaging should be retained until Support confirms that they are no longer required.
The 30-day reporting period assists us in submitting a claim to the applicable fulfilment or shipping provider. It does not exclude or reduce any non-waivable rights or remedies available under applicable consumer law.
Returned, refused, or unclaimed shipments
A package may be returned when:
- the delivery address is incorrect or incomplete;
- delivery is refused;
- the package is not collected;
- customs requirements are not completed;
- import charges are not paid; or
- the carrier cannot complete delivery.
Contact Support before attempting to return any shipment and do not send a product to an address shown on its packaging or shipping label unless Support has expressly instructed you to do so.
Where a shipment is returned for reasons attributable to the customer, reasonable reshipment or additional delivery costs may be charged where permitted by law.
Returned products may only be held for a limited period. Failure to provide instructions or pay an applicable reshipment charge within the period specified by Support may mean that the product can no longer be recovered or reshipped.
Investigations and remedies
When a shipping problem is reported, we may submit the relevant tracking information, photographs, delivery records, customer statements, and other evidence to our fulfilment provider, carrier, insurer, or another service provider involved in the shipment.
Customers must provide reasonably requested information so that the claim can be investigated.
Depending on the circumstances, the available remedy may include:
- replacement;
- reshipment;
- refund;
- partial refund;
- repair, where appropriate; or
- another remedy required by applicable law.
A service provider’s internal claim decision does not exclude any non-waivable remedy that Murano Animals is legally required to provide to the customer.
Consumer rights
Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, statutory remedy, delivery right, or other right that cannot lawfully be excluded or limited.
Where this Policy conflicts with applicable consumer law, the applicable consumer law will prevail.
Contacting Support
All address corrections, delivery enquiries, missing-shipment reports, damage reports, and requests for shipping assistance must be submitted through our customer Support portal.
Please include the relevant order number and all reasonably available supporting information so that the matter can be investigated promptly.