Where we ship
- Australia: All states and territories.
- International: New Zealand, United States, Singapore, United Arab Emirates (Dubai), UK & Europe, and select other regions. Some destinations may be unavailable or require surcharges due to courier constraints.
Shipping rates (shown in your local currency)
All thresholds and fees below are charged in the local currency of the destination unless marked otherwise at checkout. When you switch country at checkout, amounts update automatically.
Australia (AUD)- Free shipping on orders $100+
- Standard: $7.99
- Express (1–4 business days): $14.95
United States (USD)
- Free shipping on orders $100+
- Standard: $7.99
- Duties & taxes: Included in price (DDP)
New Zealand (NZD)
- Free shipping on orders $100+
- Standard: $10.00
Singapore (SGD)
- Free shipping on orders $100+
- Standard International: $7.99
United Arab Emirates — Dubai (AED)
- Free shipping on orders AED 250+
- Standard International: AED 25.00
Rest of World (AUD)
International Shipping: A$20.00
Some destinations may require an adjusted quote due to courier surcharges. If you don’t approve the adjustment, we’ll cancel and refund.
Dispatch & delivery timeframes
Dispatch: Orders ship within 1–2 business days (Mon–Fri). Peak sale periods or pre-orders may extend handling; we’ll flag any known delays on product pages.
After dispatch (typical carrier estimates):
-
Australia:
- Standard: 2–5 business days (regional/rural up to 10)
- Express: 1–4 business days
- United States: 7–21 business days
- New Zealand: 2–5 business days
- Singapore: 6–27 business days
- United Arab Emirates (Dubai): 6–27 business days
- Rest of World: 14–21 business days
Estimates can vary due to weather, customs, and peak season volumes.
Tracking & notifications
- All orders ship as tracked parcels—you’ll receive email/SMS updates from the carrier with your tracking link (check junk/spam).
- Tracking activates once your order has been fulfilled by our warehouse.
- What “Pending” means on your tracking
When your tracking shows “Pending”, it means we’ve picked, packed, and handed your parcel to the carrier.
“Pending” covers the time between leaving our warehouse and the parcel’s first scan at the carrier’s distribution centre.
This handover window is handled by the carrier. The first scan can appear later (especially during peaks or weekends). As soon as it’s scanned, tracking will show in-transit movements.
If “Pending” persists beyond a reasonable window, email shop@coconutgreens.com with your order number and we’ll check with the carrier.
Authority to Leave (ATL)
All orders are shipped with Authority to Leave at the driver’s discretion. If the driver deems there is no suitable/safe place to leave the parcel, it will not be left unattended. Instead, the carrier will either:
- take it to a nearby Post Office or collection point, or
- schedule a redelivery (where supported).
You’ll receive email/SMS with pickup or redelivery instructions and a collection window (usually 7–10 business days, varies by carrier). If the parcel isn’t collected or redelivery isn’t successful within that window, it will be returned to sender (RTS) — see Address accuracy & delivery issues below.
Address accuracy & delivery issues
- Please triple-check your address and contact details (especially mobile/email) at checkout.
- If your parcel is returned to sender (RTS) because of an incorrect or incomplete address, inaccessible delivery location, or because the parcel was not collected after a delivery attempt and you did not act on the carrier’s email/SMS notifications:
- We’ll contact you to arrange a re-ship (postage payable) at our standard rate for your zone.
- Refunds are not available for RTS parcels in these circumstances.
- Why reship postage is charged: the original dispatch already incurred pick & pack labour, packaging materials, and a carrier label/first-leg shipping fee that we cannot recover once the order leaves our warehouse. The reship covers the new delivery leg only.
- If we don’t hear back within 14 days of our message, we’ll hold your order until you contact us to pay the reship fee.
- If a delivery issue is confirmed as a carrier error or our mistake, we’ll fix it promptly (e.g., replacement or refund, as appropriate).
Loss, damage, or delays
If your tracked parcel appears stalled, lost, or arrives damaged, email shop@coconutgreens.com with your order number and (for damage) clear photos of the parcel, packaging, and contents.
We’ll lodge a carrier investigation and keep you updated. While an investigation is underway, the parcel is within the carrier’s network and outside our direct control—thanks for your patience; many “stalled” parcels are located and delivered once carrier scans catch up.
- If the carrier confirms delivery, the case will be closed.
- If the carrier confirms loss or damage, we’ll replace or refund as appropriate (and fast-track where Transit Cover was added).
- Please retain all packaging for any damage assessment the carrier may require.
Optional Transit Cover (fast-track resolution)
At checkout we may offer an optional transit cover add-on. It helps us fast-track replacements for confirmed loss, theft, or damage within 30 days. This add-on does not limit your statutory rights.
Customs, duties & taxes
- United States: Prices are DDP (duties & taxes included) — you won’t be charged extra on delivery.
- All other international destinations: Import duties, taxes or VAT may be charged by your country and are payable by the recipient.
Pre-orders & split shipments
- If your order includes a pre-order, we’ll hold and ship together unless stated otherwise on the product page.
- We may split-ship at no extra cost if it gives you faster delivery (you’ll get multiple tracking emails).
Holiday & sale periods
Black Friday/Cyber Monday and December dispatch volumes can extend handling and transit times. We’ll keep banners on product and cart pages if broader delays are expected.
Coconut Greens Co operates in accordance with all applicable consumer laws and regulations in the relevant jurisdictions. Nothing in this policy limits your rights where such laws require a different outcome.