Shipping policy

Kicko works with trusted delivery partners, including Australia Post and StarTrack, to ship orders across Australia.

This Shipping Policy explains how orders are processed, shipped, and delivered when you purchase products through Kicko. By placing an order, you agree to this Shipping Policy in addition to our Terms of Service and Refunds & Returns Policy.

SECTION 1 – SHIPPING METHODS

We offer standard (regular) and express shipping options via Australia Post and StarTrack.

Available shipping options, estimated delivery time frames, and shipping costs are displayed at checkout and may vary depending on your location, the supplier fulfilling your order, and the nature of the products purchased.

SECTION 2 – ORDER PROCESSING AND DISPATCH

Orders are processed and dispatched once payment has been successfully received and the order has been accepted by the relevant supplier (including, where applicable, a partner pharmacy).

Orders are generally dispatched once per business day. Orders placed before 12:00pm (AEST) are usually fulfilled on the same business day. Orders placed after this time, or on weekends or public holidays, will generally be processed on the next business day.

Delivery time frames commence from the date the order is collected by Australia Post or StarTrack, not from the date the order is placed.

SECTION 3 – DELIVERY TIME FRAMES

All delivery time frames shown at checkout are estimates only and are not guaranteed.

Once an order has been dispatched and handed to the carrier, Kicko has no control over delivery times. Delays may occur due to factors outside our control, including carrier delays, weather events, public holidays, customs checks, or high-volume periods.

Kicko is not responsible for delays caused by shipping carriers or events beyond our reasonable control.

SECTION 4 – DELIVERY ADDRESS AND CUSTOMER RESPONSIBILITY

You are responsible for ensuring that all delivery details provided at checkout are accurate and complete.

If you notice an error in your delivery address:

  • please contact us immediately before you receive a shipping confirmation email; and
  • we may be able to update your address if the order has not yet been dispatched.

Once a shipping confirmation email has been issued, address changes must be arranged directly with the carrier (for example, Australia Post) using your tracking number. Kicko is unable to redirect parcels after dispatch.

SECTION 5 – CUSTOMER-INITIATED REDIRECTS

Kicko is not responsible for delays, damage, or loss of parcels caused by customer-initiated delivery redirects, safe-drop instructions, or delivery changes arranged directly with the carrier after dispatch.

Any issues arising from delivery changes made with the carrier must be resolved directly with the carrier.

SECTION 6 – FAILED DELIVERY AND RETURN TO SENDER

If a delivery attempt is unsuccessful and the parcel is returned to the sender (including due to an incorrect address, failure to collect, or refusal of delivery), we will contact you to arrange re-delivery.

Re-delivery fees will be charged to the customer, unless the return occurred due to an error on our part or as otherwise required by law.

SECTION 7 – PARTNER PHARMACIES AND THIRD-PARTY FULFILMENT

Some products are supplied and shipped by partner pharmacies or third-party suppliers. Dispatch times, shipping methods, and carrier selection may vary depending on the supplier fulfilling your order.

Kicko facilitates the ordering and payment process but does not control the logistics operations of third-party suppliers once an order has been dispatched.