Shipping policy
Last updated: October 3, 2026
At Icynap, we want every customer to have a positive experience with us. We take pride in the quality of our products and the level of service we provide. Please read this Shipping Policy carefully before placing an order to ensure you understand our terms.
Order and Shipping Confirmation
After you place an order, you will receive an order confirmation email. Once your order has been shipped, you will receive a shipping confirmation email with tracking information, including courier details and the estimated delivery date. Please check your spam folder if you do not see these emails.
Processing Time
All orders require 1-3 business days processing time before shipping. Processing time is separate from shipping time. Orders are processed Monday to Friday (excluding public holidays). Orders placed on weekends or public holidays will be processed on the next business day.
Shipping Options
We currently offer two shipping options:
Standard Shipping - Free
Insured Shipping - $4.95
Estimated delivery times after dispatch:
- Australia (metro areas): 7-14 business days
- Australia (regional/rural): 10-18 business days
- New Zealand: 10-18 business days
Delivery times are estimates only and may vary depending on your location, customs clearance, or courier availability. Icynap does not guarantee delivery dates.
Courier Partners and Tracking
Orders are shipped internationally, with final delivery handled by trusted local courier partners such as Australia Post, StarTrack, DHL, or other regional carriers. Once your order is shipped, you will receive a tracking link to follow your package. Tracking information may take 1-3 business days to update after dispatch.
Delayed or Stalled Tracking
In rare cases, tracking updates may stop for an extended period due to customs processing or courier delays. If a parcel shows no tracking movement for 30 days or more, our support team can review the shipment and assess eligibility for a replacement or refund, depending on the outcome of the courier investigation.
Customs, Duties and Taxes
Orders are shipped internationally from fulfilment centres outside Australia.
Under Australian law, goods imported with a customs value of AUD 1,000 or less generally have GST collected at the point of sale. For orders above AUD 1,000, additional customs duties, import processing charges, or fees may be imposed by the Australian Border Force. These charges are the responsibility of the customer unless otherwise stated at checkout.
Icynap is not responsible for any delays caused by customs processing or additional charges imposed by Australian authorities.
Damaged, Lost or Stolen Packages
If your package arrives damaged, please photograph the package and contact the courier immediately. Also, email us at support@icynap.com so we can assist.
If your package is lost or stolen after delivery, please file a claim directly with the courier. We will do our best to support you in the process. Your rights under the Australian Consumer Law are not affected by this clause.
Incomplete or Incorrect Orders
If your order is missing items or contains incorrect products, please email support@icynap.com within 48 hours of delivery. If stock is available, we will send replacements at no additional cost. If not, a refund will be issued for the missing items.
Order Changes
Customers are responsible for providing accurate shipping details. If you need to change your address, contact support@icynap.com within 1 hour of placing your order. We cannot guarantee changes after this time. Orders with invalid or incomplete addresses may be delayed or cancelled.
Rural and Remote Area Deliveries
For customers living in rural or remote areas of Australia, couriers may occasionally deliver your package to the nearest regional depot or collection point if home delivery is not possible. In some cases, this depot may be located at a distance from your address. This is a decision made solely by the courier based on route accessibility and local delivery limitations. Icynap has no control over these routing decisions, and such scenarios are considered a normal part of rural delivery services. We recommend keeping an eye on your tracking updates for collection details.
Returns
Customers are responsible for return shipping costs unless the item is defective, incorrect, or fails to meet a consumer guarantee under Australian Consumer Law. For details, please review our Refund Policy.
Changes to This Policy
Icynap reserves the right to update or modify this Shipping Policy at any time. Customers are encouraged to review this page periodically to stay informed. Continued use of our Services constitutes acceptance of the most recent version. Any changes to this policy apply to future purchases only.
Contact Information
Email: support@icynap.com