Shipping policy
We know many of our products are ordered for school photos, sports carnivals, performances and special events, so we work hard to get your order to you as quickly as possible.
In-stock products
- Orders containing in-stock items are usually dispatched on the next business day.
- Orders placed early in the day may be dispatched the same day where possible.
- You'll receive a shipping confirmation email with tracking (where applicable) once your order has been sent.
Pre-order & custom/personalised products
Some products are made to order or temporarily out of stock.
Unless a different timeframe is shown on the product page:
- Pre-order products: allow approximately 4–8 weeks before dispatch.
- Custom/personalised products: production times are shown on the individual product page.
If your order contains both in-stock and pre-order items, we'll generally ship everything together once all items are ready.
If you need your order for a particular date, please contact us before ordering so we can advise the best option.
Delivery within Australia
We ship Australia-wide using Australia Post and selected courier services. Available delivery options and charges are shown at checkout.
Estimated delivery times begin after dispatch and are estimates provided by the carrier. For urgent orders, we recommend selecting Express Post at checkout and contacting us before ordering if you have a firm deadline. You can check Australia Post's delivery estimates using our dispatch postcode, 6169, and track eligible parcels once dispatched.
If your order is delayed or has not arrived, please contact us at Hello@SchoolPonytails.com.au so we can help investigate and resolve it.
Untracked Large Letter
Some small items may be eligible for an untracked Australia Post Large Letter service. This option has no tracking updates and may take longer than parcel services. We recommend choosing a tracked option if your order is time-sensitive.
If an untracked order does not arrive, please contact us so we can investigate.
Deliver to School
If you've selected Deliver to School, your order will be held until your school's next scheduled fundraising delivery.
Delivery dates are set by your school or club, not by School Ponytails, so please check with your fundraising organiser if you're unsure when the next delivery is due.
Local Pick-up
Free local collection is available from Shoalwater, Western Australia.
We'll email you when your order is ready, along with collection instructions. Our pickup box is accessible 24/7.
Aerosol products
Aerosol products, such as coloured hair spray, require a suitable shipping service that accepts them. Available shipping options and any applicable charges will be shown at checkout. Express Post or other air services may not be available for these products.
International Shipping – Customs, Duties and Taxes
School Ponytails ships internationally from Australia to New Zealand, the United States, the United Kingdom and Ireland.
International shipping charges do not necessarily include customs duties, import taxes, tariffs, VAT, GST, customs clearance fees or other charges imposed by the destination country.
Import regulations, customs requirements and applicable charges vary between countries and may change without notice.
Customs Duties and Import Taxes
Unless expressly stated otherwise at checkout, any applicable import duties, taxes and customs clearance charges that are not collected by School Ponytails are the responsibility of the customer.
These charges are determined by the relevant customs authorities and may depend on factors including the destination country, product type, country of manufacture and declared value.
Where charges have not been prepaid, customers may be required to pay them directly to customs authorities or the delivery provider before their order is released or delivered.
United States Orders
Orders shipped to the United States are subject to additional customs requirements.
Where required, School Ponytails uses an approved third-party service, such as Zonos, to calculate and prepay applicable import duties and customs charges.
Any applicable duties or fees collected from customers by School Ponytails will be identified as part of the order or shipping charges.
Changes to Import Regulations
International customs regulations, duties, taxes and shipping requirements may change at any time.
School Ponytails reserves the right to review international shipping charges, request payment of additional charges before dispatch where permitted, or cancel and refund an order where changes to import requirements prevent us from fulfilling it on the terms offered.
Customers are encouraged to familiarise themselves with their country's import requirements before ordering.
Customs Delays and Delivery
International deliveries may be subject to customs inspections, processing delays or requests for additional information.
School Ponytails cannot guarantee customs clearance or delivery timeframes.
Where a customer refuses to pay applicable import charges, resulting in a parcel being returned or abandoned, any refund or additional shipping charges will be assessed in accordance with applicable consumer laws and our Returns Policy.
Nothing in this policy excludes or limits rights available under Australian Consumer Law or other applicable consumer protection laws.
Public holidays and seasonal closures
We do not dispatch orders on Western Australian public holidays. We may also pause dispatch for approximately two weeks over Christmas and New Year. We will publish the specific closure and order cut-off dates on our website when they are confirmed.
Questions?
If you have a deadline or need assistance choosing the best shipping option, please contact us before placing your order. We're always happy to help.
Australian Consumer Law
Nothing in this Shipping Policy excludes or limits your rights under the Australian Consumer Law. Consumer guarantees apply to all eligible purchases made through School Ponytails.