Shipping Protection
Want some extra parcel protection assurance?
The Buzzy team will pack your order with the utmost care, for added assurance we now offer a Shipping Protection option for additional cover if your parcel is damaged, lost, or stolen while in transit.
When you have Shipping Protection on your order and experience any problems, we'll take care of things for you and organise your replacement if needed.
What does Shipping Protection cover?
Parcels lost in transit.
If your parcel is not delivered within the time frame specified by Australia Post, or the relevant delivery partner, please contact our customer service team and we will open an investigation on your behalf. If your parcel is then declared missing by Australia post we will replace any items that are in stock and issue a store credit for any items that are no longer available.
Please note we DO NOT offer refunds. This Parcel Protection policy offers a replacement of items and/or a credit ONLY. If you no longer wish to get replacement items you can choose to receive a full credit.
Parcel delivered to incorrect address
If your parcel tracking says it has been delivered but you do not have the items, please contact us to open an investigation on your behalf with the delivery partner. If it is determined that your parcel was delivered to an incorrect address and we are unable to retrieve the parcel, we will declare this as a "missing parcel" and you will be covered by this policy. We will replace any items that we have still available and credit you for any unavailable items.
Note that we DO NOT offer refunds in these circumstances. This Parcel Protection policy offers a replacement of items and/or a credit ONLY. If you no longer wish to get replacement items you can request a full credit.
Parcel damaged in transit
Should your parcel arrive and be damaged in any way by Australia Post we will replace the items if available. Should we not have the item/s available we will credit or refund you for the item. Please contact our customer service team as soon as your parcel arrives with a full description of what has happened and including multiple photos. Once an assessment has been made, you will be contacted with a resolution.
What is not covered by Shipping Protection?
Incorrect address provided
If the customer provides an incorrect address and the parcel is delivered to this address we will not be responsible to recover this item or offer replacements. This includes payment of any damages as a result of non-receipt of your order.
Other FAQ
Can my Shipping Protection be refunded?
Once your order has been dispatched, Shipping Protection is not able to be refunded.
Can I add Shipping Protection after purchasing?
Once your order has been dispatched, we are not able to add items, if you contact us immediately and before your order is processed we MAY be able to add this for you. It will be on a case by case basis.
Customers must opt in to the Shipping Protection Policy in the cart before checkout for the Shipping Protection Policy to apply. Our Shipping Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Shipping Protection policy, you agree that The Bento Buzz reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
What if I do not have Shipping Protection?
If you did not opt into our Shipping Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Shipping Protection on your order, we will not be able to provide a replacement or store credit.
How do I contact you regarding my Shipping Protection?
If you have any questions about your Shipping Protection or if you need to make a claim regarding a lost/stolen/damaged order please email us at hello@thebentobuzz.com.au with your order number, contact info and a description of the problem and we will get back to you as soon as possible.
For speedy resolution, please use as your subject line: "SHIPPING PROTECTION ORDER TBBXXXXX".