Shipping & Returns
WAREHOUSE: We're shipping orders the next business day as usual.
OFFICE: The Hero Packaging office is back open for 2022!
AUSTRALIA: Australia Post is currently experiencing some delays in parts of their network due to COVID-19 and high parcel volumes. Please order ahead and choose Express Post in checkout if you need products quickly.
INTERNATIONAL (outside Australia):
Some delays, depending on COVID-19 outbreaks in destination country.
There may be delivery delays for non-Australian orders. Please allow more time for your order to arrive and check your tracking link for the latest information before contacting us. If in doubt, contact the shipping carrier directly to obtain further information. When ordering mailers, it's best to keep additional buffer stock to avoid running out during this time.
Contact us for urgent orders: If you are in urgent need of compostable mailers, we can provide a separate shipping quote for non-Australian orders using other shipping carriers who may be delivering faster than our usual carriers. Please contact us if this is an option for you and we can assist.
Please note that unforeseen events such as natural disasters can impact dispatch times. Check our website for the most up to date information.
Delivery times: In general, please allow 2-8 business days (standard shipping) and 1-3 business days (express shipping) for delivery once your order has been shipped. Please note that unforeseen events such as natural disasters can impact delivery times. Check our website for the most up to date information.
Delivery times: In general, please allow 5-20 business days for delivery once your order has been shipped. Delivery times vary from country to country and rely on the central postal services in the recipient country. Please note that unforeseen events such as natural disasters can impact delivery times. Check our website for the most up to date information.
Import duties: Orders placed outside of Australia will be classed as an import in the recipient country. As such, you will need to pay the associated import duties and taxes required to clear customs in your country. The shipping carrier assigned to your shipment will contact you using the details on your order when placed. If import duties are not paid by the recipient as required, the shipment will be diverted to commercial composting facilities for disposal and cannot be returned. No refunds will apply in these cases either.
Change of mind: If you have purchased the wrong size, or no longer need your mailers, you may be able to return them for a store credit within 14 days of purchase. Due to the renewable ingredients used and shelf life of our mailers, no change-of-mind returns can be accepted under any circumstances after this period. We have a strict returns process to ensure all returns are received correctly and can be re-sold to other customers. Change of mind returns are also subject to handling and restocking fees and the original shipping cost being deducted from any store credit. If you need to return your mailers, please contact us for further instructions.
Occasionally, our mailers could be out of stock and move to a pre-order listing. This will be noted when purchasing the mailers and will also be noted in your order confirmation alongside any pre-order items.
No Split Shipments: Please note that if pre-order items are purchased together with regular items which are in stock, the entire order will be on hold until the pre-order stock is available for shipping (we cannot partially ship orders). If you wish to place a pre-order as well as purchase available items, it's best to purchase separately to avoid delays in shipping your order.
You will receive a shipping tracking notification as soon as your order has been dispatched. If you have any questions, please message us for assistance.