Shipping and Returns

SHIPPING & RETURNS

CURRENT SHIPPING OFFERS

We ship from our warehouses in Australia and the USA.

FREE standard shipping within Australia

FREE standard shipping to New Zealand

FREE standard shipping to the United States

FREE* standard shipping for international orders over $150 AUD

Flat rate of $10 standard shipping to Canada

 

All deliveries take place Monday - Friday during normal business hours. Orders placed between Monday - Thursday are shipped within 24 hours. 

International customers please note: Tucann is not responsible for any specific import tax on goods. It is your responsibility to understand any potential costs associated with bringing items into your country.

* To qualify for FREE standard shipping customers must select 'Free Shipping' upon checkout.

 

SHIPPING METHOD & ESTIMATED SHIPPING TIMES:

USA

‘Free Shipping’ orders

Shipping method is UPS. Delivery is expected within 1-7 business days 

 

REST OF WORLD

UNDER $150 USD

Shipping method is Pack & Track or Registered Post depending on the country and delivery is expected within 4-12 business days.

No signature on delivery.

OVER $150 USD

Shipping is FREE* and shipping method is Pack & Track or Registered Post depending on the country and delivery is expected within 4-12 business days.

No signature on delivery.

Please note: Estimated international shipping times exclude any potential time spent in customs and may be subject to delay due to causes outside of the couriers control. 

 

SHIPPING POLICIES

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

Tucann advises against shipping to APO/FPO addresses as transit time is often delayed and delivery is not guaranteed.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. We make every endeavor to deliver an order by the date and/or times requested, however delivery times are estimates only and we will not be liable for any delay in delivery whatsoever.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full dollar.

Please provide us with accurate delivery details, as we cannot accept responsibility for an incorrect delivery due to incorrect details as provided by you.  If you provide us with incorrect delivery details: 

  • If your parcel needs to be redelivered or redirected, you will incur additional charges, or 

If the parcel is left at the wrong address we will not be able to recover the parcel so a new order will need to be placed by you, incurring full replacement costs.

Furthermore Tucann will not accept responsibility for returned parcels due to:

  • Left address/ unknown
  • Refused
  • Unclaimed i.e. absent from your premises for an extended period of time
  • Invalid or closed military designated unit or zip code
  • Not located at address provided

If your order is returned for any of the aforementioned reasons, Tucann will issue you with a store credit or refund to the value of your order not including any shipping & handling costs associated with your order. This includes shipping & handling fees for 'Free Shipping' purchases.

Please know that all items returned for the above reasons are automatically returned to stock for re-ordering. 

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over, or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

Stated delivery times are industry averages. Delays may occur during holiday and peak periods or extreme weather conditions. Remote deliveries are subject to local transport schedules and may encounter extended delays.

If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you. 

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TUCANN RETURNS

 

We want you to be happy with every item you purchase from Tucann. If for any reason you don’t and want to send an item back to us, here is what you can do:

 

CREDIT NOTES

Unfortunately we cannot process exchanges, however we can issue you with a credit note available to use online. To obtain a credit note you must meet these conditions:

  • Goods must be returned within 14 days of purchase for USA & Canada customers and 30 days of purchase for rest of world 
  • Goods are in new condition
  • Does not apply to goods that are worn, washed, used, soiled or damaged by the customer
  • Goods must retain all original labels and packaging
  • Item was not purchased at sale price
  • Item is not an accessory or undergarment

 Please note: We do not credit original shipping and handling costs

 

REFUNDS

To obtain a refund you must meet these return policies: 

  • Goods must be returned within 14 days of purchase for USA & Canada customers and 30 days of purchase for rest of world 
  • Goods are in new condition
  • Does not apply to goods that are worn, washed, used, soiled or damaged by the customer
  • Goods must retain all original labels and packaging
  • Item was not purchased at sale price
  • Item is not an accessory or undergarment.
  • This is your first return of the item in question

Please note: Shipping and handling costs are not refundable. Refunds are returned via the original payment method.

 

FAULTY ITEMS

You are entitled to a refund for items purchased from Tucann if the item is faulty, not of merchantable quality or not fit for its purpose.

All items are carefully inspected before they are packed to ensure they are in perfect condition. In the unlikely event that you receive a faulty item please contact Customer Service immediately so we can resolve this for you. Please email support@tucann.com with your order number, a description of the fault and supporting clear photo.  

Tucann reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

Please know that faulty goods must be returned within a reasonable time after purchase. If you do not return the product within a reasonable time you will not be entitled to a refund of the purchase price.

 

RESTOCKING FEES

A restocking fee is a percentage of the item's price, depending on the type of item and the condition in which it is returned.

A restocking fee of up to 50% will be charged in the following instances:

  • A product is returned beyond the return window
  • We receive a product that has been damaged, has obvious signs of use or is materially different than how it was originally shipped to the buyer.

 

HOW TO RETURN

Please email us at support@tucann.com to initiate your return. Please include the following information in your email:  

  • Title "Return Order # ___ "
  • Product
  • Quantity to return 
  • Return reason & 
  • Return action

    If you do not complete this return request, we will be unable to process your return.

    The cost of return postage is at your expense and the goods are your responsibility until they reach our office, so please ensure you pack them securely and use a trackable postal service that insures you for the value of the items you are posting. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you and you will be liable for the return cost.

    All returns are to be sent to the following address:

     

    Ruby Has Fulfillment (TUCANN)

    3717 Bay Lake Trail, Suite 101

    North Las Vegas, NV 89030

     

    Please include your name and order number with your return.

    It can take 3-5 business days for your return to undergo quality checking once it has arrived at our office. Once return request has been processed you will be notified by email. If you have requested a refund, please know it may take 5-10 business days for it to appear on your bank statement (applies to credit card transactions only).  

     

    FURTHER ASSISTANCE

    Please contact support@tucann.com