Shipping policy

Thank you for shopping with CALIYI. This Shipping Policy explains how orders are processed and delivered.

Order processing

Orders are generally processed within 1–3 business days.

Business days exclude weekends and Queensland public holidays.

Processing may take longer during:

  • Product launches.
  • Promotional events.
  • High-volume sales periods.
  • Public holidays.
  • Unexpected fulfilment delays.

Order-processing time is separate from the estimated delivery timeframe.

Estimated delivery timeframes

Estimated delivery timeframes begin after an order has been processed and dispatched.

Typical delivery estimates are:

Australia: 5–12 business days after dispatch.

New Zealand: 7–15 business days after dispatch.

Other international destinations: 7–20 business days after dispatch.

These timeframes are estimates only and are not guaranteed delivery dates.

Delivery to remote or regional locations may take longer.

Tracking information

Where tracking is available, tracking details will be sent to the email address or telephone number entered at checkout.

Tracking information may take several business days to update after the parcel has been dispatched.

Customers are responsible for monitoring tracking and following any collection, redelivery or delivery instructions issued by the courier.

Multiple or split shipments

Products from the same order may occasionally be shipped separately.

Where an order is split into multiple shipments:

  • You may receive more than one tracking number.
  • Parcels may arrive on different dates.
  • You will not be charged additional shipping unless agreed before dispatch.

Incorrect or incomplete addresses

Customers are responsible for entering complete and accurate delivery information at checkout.

Please check your:

  • Full name.
  • Street address.
  • Unit or apartment number.
  • Suburb.
  • State.
  • Postcode.
  • Country.
  • Telephone number.

Contact caliyiofficial@gmail.com immediately if you notice an error.

We will attempt to update the delivery details, but changes cannot be guaranteed after processing or fulfilment has begun.

If a parcel is returned because an incorrect or incomplete address was supplied, additional postage charges may apply before the parcel is resent.

Delivery instructions and authority to leave

Some delivery providers may leave a parcel in a safe location where permitted.

Customers should provide a secure delivery location and monitor tracking information.

Where a parcel is shown as delivered but cannot be located, please:

  • Check around the delivery location.
  • Ask other household members.
  • Check with neighbours where appropriate.
  • Look for a delivery card.
  • Contact the delivery provider.
  • Contact CALIYI if the parcel remains missing.

We may investigate the delivery with the courier before providing a replacement, refund or other resolution.

Delivery delays

Delivery delays may occur because of:

  • Courier network congestion.
  • Severe weather.
  • Natural disasters.
  • Public holidays.
  • Customs inspections.
  • Remote delivery locations.
  • Incorrect delivery information.
  • High-volume sales periods.
  • Events outside our reasonable control.

Contact us if your parcel has exceeded the estimated timeframe and tracking has not updated for an extended period.

We may need to open an investigation with the delivery provider.

Lost parcels

A parcel is not automatically considered lost because tracking has temporarily stopped updating.

Where a parcel appears to be lost, CALIYI will work with the delivery provider to investigate.

Depending on the investigation outcome and applicable consumer law, we may provide a replacement, refund or another appropriate remedy.

Damaged deliveries

If your parcel arrives damaged, contact caliyiofficial@gmail.com promptly and provide:

  • Your full name.
  • Your order number.
  • Photographs of the external packaging.
  • Photographs or video of the damaged product.
  • A photograph of the shipping label.
  • A description of the damage.

Please keep the product and packaging until we complete our assessment.

Failed delivery and uncollected parcels

If a delivery attempt is unsuccessful, the delivery provider may:

  • Attempt redelivery.
  • Leave the parcel in a safe location.
  • Take the parcel to a collection point.
  • Return the parcel to the sender.

Customers are responsible for following courier instructions and collecting parcels within the required period.

If a parcel is returned because it was not collected or the customer could not be contacted, additional shipping charges may apply before it is resent.

International duties and taxes

International orders may be subject to import duties, customs charges, taxes or handling fees imposed by the destination country.

These charges are determined by local authorities and are the customer’s responsibility unless checkout specifically states that duties and taxes are included.

CALIYI does not control customs-processing timeframes.

Order changes and cancellations

Contact caliyiofficial@gmail.com immediately if you need to change or cancel an order.

We will make reasonable efforts to assist, but changes and cancellations cannot be guaranteed after processing has begun.

Contact

For shipping enquiries, contact:

CALIYI

Email: caliyiofficial@gmail.com

Please include your full name, order number and a brief description of your enquiry.