Please note: The time-frames listed below are for when Australia post is operating normally. Please add a few business days to the stated time-frames.
Questions we get asked all the time
How do I change my shipping address?
If you have not received an email “order is now complete” we can modify your shipping address.
It is impossible to modify your order after it has been shipped.
If you need to change your shipping address and you have not received an “order is now complete” email contact us and let us know ASAP
How do I track the status of my order?
You will get email notifications saying your order is processing (right after you place the order) and another one to say it has been completed, this is when we give it to Australia Post.
This ” order completed” email will contain a link with the tracking number towards the bottom of the email. Please note it takes some time to show in the system. See next point below.
My tracking number doesn’t work
When you get the email with the tracking number it means we have put the items in the post box.
The tracking number can take up to 72 hours to be scanned into the Australia Post System.
This excludes weekends.
Will you keep my credit card information on file?
Buy default we DO NOT store any of your payment information.
For your convenience during checkout you have the option to save your payment information for future purchases. You can enable that during checkout if you wish not to have to enter your payment details in again.
This information is stored securely with the credit card processing company (Stripe) and not on our severs. We do not have access to your card details.
I live out bush, can I get express post?
Nope, save yourself some money and select the regular post as it pretty much makes no difference paying extra for the Express option.
There was no tracking number in the email
If you did not get a tracking number in the email “your order is complete” then please contact us.
Parcel Lockers and PO Boxes
We can ship to these addresses
Do you ship to my country?
We only ship to Australia.
Tracking says the order has been delivered however I do not have my order
Firstly if you live with someone ask if they have seen it or collected it, 90% of the time someone else in the household has it.
In some situations items shipped to PO BOX’s / Parcel Lockers and to residential address (where you are not home at time of collection) a collection slip may be issued notifying you that your delivery is available for collection eg, from your local Post Shop.
IT IS YOUR RESPONSIBILITY as the customer to ensure once the parcel has been sent that you pick it up.
Australia post generally allows 7 days for collection and will sometimes issue a reminder.
Please refer to the tracking information provided at the bottom of the email with the subject line “Your Root Bark Australia order is now complete”
The tracking information will inform you if it is ready for collection and a parcel collection slip should be in your mailbox.
If you do not get a slip and tracking says it has been delivered please contact us and we will double check to make sure no addressing error was made on our end. You may also need lodge an enquiry with Australia post so they can investigate.
Once tracking says it has been delivered we consider the transaction to be final and complete. We will not reship or refund any orders, unless it was due to an error on our behalf.
We take photos of each satchel before its shipped off. If we made a mistake on the postal satchel with your address we will reship the order or give you a refund, whatever you prefer.
My package has not arrived
If it has been a reasonable time since you have received your order confirmation email and your tracking number does not show up in the Australia post tracking system please contact us.
If your tracking number is in the Australia Post system please lodge an enquiry directly with them and also contact us and let us know.
We take photos of all the satchels before they are put in the post box and can double check if there was any error on our end when addressing it.
How is it packaged?
Packages come in plain Australia Post satchels.
We will occasionally be totally out of stock, this may seem disappointing however it is not without good reasons.
The reason we run out of stock sometimes is because we value quality above all else.
- We harvest smaller batches which our source to be sustainable
- Smaller batches also means the product comes fresher to you, increases the quality of the pigments
Sometimes we have unexpected busier periods and we have to wait to get more in. Please see the site updates section on the main page subscribe to our newsletter or follow us on Facebook to be notified when we are back in stock
Sorry this is not possible.
If an Item is out of stock, please come back and visit the site in the future or signup to our newsletter.
Weekends, Public Holidays & processing times
Australia post does not deliver on weekends, which means we do not process orders on weekends.
If you order on a weekend it will not be processed until Monday.
If it’s a public holiday we will process the day after.
Tracking numbers may take up to 72 (business days, weekends excluded) hours to show on the Australia Post website.
We accept PayPal, Visa / MasterCard through our secure checkout.
Sometimes a payment may fail, it is either because there was insufficient balance or due to the anti fraud measures implemented by the credit card processor.
Please ensure your billing details match that registered with your bank / card otherwise the payment may fail.
What is the loyalty program?
With each purchase you make you can earn “Root Bark Points” which you can redeem to get discounts on future orders.
Points are available only to people who create an account. You can use up your points on the checkout page to get a discount on your order.
Points are NOT redeemable for cash.