Shipping & Delivery Policy
Last updated: 21 July 2026
This Shipping & Delivery Policy forms part of the KETA GUTMANE Terms & Conditions and applies to orders placed through our Website. It contains the detailed rules governing shipping and delivery.
Defined terms used in this Policy have the meanings given in the Terms & Conditions.
1. Shipping Destinations
1.1 We offer worldwide shipping where delivery is available and permitted.
1.2 Delivery may be unavailable to certain destinations because of:
(a) carrier limitations;
(b) customs or import requirements;
(c) trade or legal restrictions; or
(d) other circumstances affecting delivery.
1.3 The destinations available for a particular order will be shown during the ordering process.
2. Shipping Options and Charges
2.1 Available shipping methods, charges, and estimated delivery times depend on factors including:
(a) the delivery destination;
(b) the products ordered and their availability;
(c) parcel dimensions and weight; and
(d) available delivery services.
2.2 Shipping information provided before complete order and delivery details are available may be indicative and may change during the ordering process.
2.3 The final available shipping methods, applicable charges, and estimated delivery times will be provided before the order is placed.
2.4 Any complimentary or reduced-price shipping offer is subject to the conditions stated with the relevant offer.
3. Preparation, Dispatch and Pre-Orders
3.1 We will prepare an accepted order for dispatch in accordance with the availability and preparation information provided before the order is placed.
3.2 Products identified as available for pre-order are not ready for immediate dispatch. The stated pre-order availability or preparation period applies before the carrier’s delivery period begins.
3.3 By ordering a pre-order product, you agree that delivery will take place after the disclosed preparation or availability period and the applicable carrier transit period.
3.4 If an order contains products with different availability dates, we may:
(a) dispatch the order when all products are ready; or
(b) divide the order into separate shipments.
You will not be charged an additional shipping fee solely because we decide to divide an order into separate shipments.
3.5 If part of an accepted order cannot be supplied, we will act in accordance with the Terms & Conditions.
4. Carrier Selection
4.1 We work with selected third-party delivery carriers.
4.2 Unless expressly guaranteed in the Order Acceptance, any carrier identified during the ordering process is indicative and is not guaranteed.
4.3 We may appoint a different carrier when the order is dispatched where reasonably necessary because of:
(a) service or destination availability;
(b) parcel requirements;
(c) routing or customs requirements;
(d) service disruption; or
(e) other operational circumstances.
4.4 Any replacement carrier will provide the selected shipping level, such as Standard or Express, or a reasonably equivalent service. A carrier substitution will not result in an additional charge without your agreement.
5. Estimated Delivery Times
5.1 Estimated delivery dates or delivery periods will be provided where available.
5.2 Unless expressly stated otherwise, a carrier’s estimated delivery period begins when the order is dispatched. Product preparation and pre-order periods are separate from carrier transit time.
5.3 Unless we have agreed a different delivery period with you, we will deliver consumer orders without undue delay and no later than 30 days after the contract is formed.
5.4 Delivery dates are estimates unless we have expressly agreed that delivery by a particular date is guaranteed.
5.5 Delivery may be affected by circumstances such as:
(a) customs or import procedures;
(b) public holidays or adverse weather;
(c) carrier or transport disruption;
(d) security controls;
(e) incorrect or incomplete delivery information; or
(f) other circumstances outside our reasonable control.
5.6 Nothing in this Policy limits your mandatory rights where an order is not delivered within the agreed or legally applicable period.
6. Shipping Confirmation and Tracking
6.1 When an accepted order is dispatched, we will send the Shipping Confirmation to the email address provided with the order.
6.2 The Shipping Confirmation will include the available tracking number or tracking link.
6.3 Registered customers may also view available tracking information in their customer profile under the relevant order details.
6.4 Tracking information may take some time to become active after the shipment is prepared or collected by the carrier.
6.5 Where an order is dispatched in separate shipments, separate tracking information may be provided for each shipment.
7. Delivery Information and Address Changes
7.1 You must provide complete and accurate delivery and contact information.
7.2 Please contact Client Services promptly if delivery information needs to be corrected. We cannot guarantee that an address can be changed after order processing has begun or the order has been dispatched.
7.3 We are not responsible for delays caused by incorrect or incomplete information supplied by you.
7.4 Where permitted by law, you may be required to pay reasonable additional carrier costs caused by:
(a) an incorrect or incomplete address;
(b) a rerouting request made by you;
(c) an unsuccessful delivery resulting from your act or omission; or
(d) the shipment being returned to us for such reasons.
8. Delivery Attempts and Collection
8.1 Depending on the delivery method, the carrier may require:
(a) a signature;
(b) identification;
(c) an access or delivery code; or
(d) another form of receipt confirmation.
8.2 You are responsible for monitoring tracking information and following reasonable delivery or collection instructions issued by the carrier.
8.3 If a delivery attempt is unsuccessful, the carrier may:
(a) make another delivery attempt;
(b) contact you to arrange delivery; or
(c) make the shipment available at a collection point.
8.4 If a shipment is returned because it was refused, was not collected, or could not be delivered due to information supplied by you, any redelivery may be subject to carrier availability and payment of reasonable additional shipping costs.
Any cancellation or refund will be handled in accordance with the Contract Documents and applicable law.
9. International Shipments and Customs
9.1 International shipments may be subject to customs clearance, import controls, and requests for additional information or documentation.
9.2 You must provide any information or documentation reasonably required by the carrier or customs authority to complete customs clearance and delivery.
9.3 Customs processing may affect the estimated delivery time and is outside our direct control.
9.4 The treatment of customs duties, import taxes, and similar charges will be communicated before the order is placed or in the applicable order-specific information.
10. Delivery Issues
10.1 Please contact Client Services promptly if:
(a) an order has not arrived within the indicated delivery period;
(b) tracking has not updated for an unusual period;
(c) tracking shows the order as delivered, but it has not been received; or
(d) the parcel or products arrive damaged.
10.2 Please provide the order number and any information reasonably required to review the matter. This may include photographs of:
(a) the parcel and shipping label;
(b) the external and internal packaging; and
(c) any affected product.
10.3 We may request your reasonable cooperation while the matter is reviewed with the relevant carrier. Where applicable, please retain the parcel and its original packaging until the review has been completed.
10.4 Each delivery issue will be assessed based on the available evidence, the circumstances of delivery, the Contract Documents, and applicable law.
Reporting a delivery issue does not, by itself, establish that the shipment was lost or damaged during transportation or that KETA GUTMANE is responsible for the reported issue.
10.5 For consumer orders, risk passes in accordance with the Terms & Conditions and applicable law. Nothing in this Policy excludes or restricts mandatory consumer rights.
11. Returns and Contact
11.1 Returns, withdrawal rights, exchanges, refunds, and return-shipping costs are governed by our separate Returns & Refunds Policy.
11.2 Questions concerning shipping, tracking, delivery delays, or delivery issues may be submitted to:
KETA GUTMANE Client Services
Email: clientservices@ketagutmane.com
Please include the relevant order number.