Shipping policy

At Pouchmax, we’re committed to delivering your order as quickly and reliably as possible. To ensure transparency and clarity, we’ve outlined our shipping practices and policies in full detail below. By placing an order with us, you agree to the following terms and conditions.

Shipping Details

• Domestic Shipping

  • Delivery Time: Once dispatched, shipping typically takes 1-5 business days, depending on your location and whether you picked Express or Standard shipping.
  • Shipping Cost: 
    • Standard Shipping (3-5 Business Days) for a flat rate of $12.95 AUD - Free Standard Shipping on Orders Over $49 AUD 
    • Express Shipping (1-3 Business Days) for a flat rate of $16.95 AUD - Free Express Shipping on Orders Over $120 AUD
      
  • Tracking Information: After your order is dispatched, you will receive a tracking number via email.

• International Shipping

• • Delivery Time: Once dispatched, shipping usually takes between 2-7 Business Days, depending on your location and whether you picked Express or Standard Shipping.
  • Shipping Cost:
    • Standard Shipping (4-7 Business Days) for a flat rate of $19.95 NZD - Free Standard Shipping on Orders Over $49 AUD 
    • Express Shipping (2-5 Business Days) for a flat rate of $27.95 NZD
  • Tracking Information: After your order is dispatched, you will receive a tracking number via email.

 

Order Processing and Dispatch

Pouchmax offers same-day dispatch for all orders placed before 2:00 PM AEST on business days. Orders placed after this time, or during weekends and public holidays, will be processed and dispatched the following business day. Once your order has been packed and handed over to the courier, you will receive a shipping confirmation email containing a tracking number. Please note that it may take up to 24–48 hours for tracking information to become visible in the courier’s system, even if your package has already left our warehouse. This short delay is common and does not indicate a problem with your shipment.

Delivery Timeframes and Responsibility

Estimated delivery dates are provided as a guide only and are not guaranteed. While the vast majority of our orders arrive on time, delays do sometimes occur due to factors outside of Pouchmax’s control—such as courier issues, local disruptions, extreme weather, or seasonal backlogs. In such cases, Pouchmax is not liable for delays once a parcel has been dispatched, nor are we obligated to offer any form of compensation for late deliveries. That said, we understand that delays can be frustrating, and in some circumstances, we may offer store credit or a discount code as a gesture of goodwill. However, this is issued solely at our discretion and is not something we guarantee.

Missing or Stalled Deliveries

If your parcel has not arrived by the estimated delivery date, we first recommend checking the tracking information provided in your shipping confirmation email. In many cases, parcels may be delayed but are still in transit. If your parcel shows no signs of movement or appears to be stalled, please reach out to our support team. We will then launch an enquiry with the courier on your behalf to investigate the whereabouts of your parcel.

Please be aware that Pouchmax cannot resend or refund an order unless the courier officially confirms that the parcel has been lost and is unrecoverable. If a parcel is still in transit or under investigation, we ask for your patience while the enquiry is underway. We may, in some cases, offer a discount or store credit depending on the situation, but again, this is not guaranteed and is assessed on a case-by-case. If our investigation concludes that the parcel has been lost and is unrecoverable, Pouchmax reserves the right to determine the form of any compensation that may be provided, which may include a store credit. Compensation for lost and unrecoverable parcels will be capped at $100, unless the Customer has chosen to opt in for Covered Shipping. Delays in delivery—regardless of how long—do not automatically entitle the customer to compensation, as the delivery dates shown at checkout are estimates only.

Address Accuracy and Liability

It is the responsibility of the customer to ensure that all shipping details entered at checkout are accurate and complete. Pouchmax cannot be held responsible for parcels that are delayed, misdelivered, lost or returned due to incorrect address information provided at the time of purchase. If a parcel is returned to us due to an incorrect or incomplete address, we will contact you to arrange a partial store credit, which will be imputed as follows: order value less shipping cost, less a $3.00 administration fee.

International Shipping (New Zealand)

Pouchmax currently ships to New Zealand; however, international customers should be aware that all international shipments may be subject to customs inspections, duties, or import restrictions. While seizures of caffeine-related products by New Zealand Customs are rare, they are still a possibility. If a parcel is held or seized by customs, Pouchmax will assist the customer by initiating an enquiry with the courier service and attempting to retrieve the package back. However, we cannot guarantee the success of these enquiries, and we do not offer refunds or compensation for parcels seized, delayed, or destroyed by customs authorities. Pouchmax is also not responsible, under any circumstances, for any import or customs duties that are charged to the Customer for the parcel.

Contacting Us

If you have concerns about your order, delivery status, or any issues with shipping, please do not hesitate to get in touch. You can reach our team via email at support@pouchmax.com or through the live chat feature available on our website at www.pouchmax.com. We are always here to help and will do our best to resolve any issues in a fair and timely manner.

We thank you for choosing Pouchmax and appreciate your understanding as we work to provide fast and reliable delivery, while navigating the limitations of third-party couriers.