Shipping policy

Thank you for choosing SCARLETT EMILY SHAW. Based in New South Wales, Australia. our onlinestore focuses on retailing chilled fresh produce, frozen seafood, seasonal fruits, vegetables and farm natural ingredients. We abide by strict order handling protocols and adopt insulated cold shock-absorbing packaging with ice packs to protect fresh food goods. striving to deliver all orders safely and meet expected cold chain logistics schedules.
Order Processing Time
We finalize order verification commodity inspection and sealed cold insulation packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on Australian weekends and national public holidays. During busy promotional cycles and order surges. order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation.
All fresh food orders will be delivered via dedicated international cold chain shipping service, with an estimated delivery period of 15 business days, subject to actual cold chain logistics status.
The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross-border food quarantine inspections, extreme weather, regional traffic restrictions and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized cold chain logistics partners. you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances.
Due to cross-system data synchronization delays. parcel tracking information will be updated and accessible for query within 24 hours after shipment. If tracking data cannot be loaded normally. customers may contact our support team for manual parcel tracing.
Incorrect Address Disclaimer
Customers shall fill in accurate. complete and valid recipient addresses, postal codes and contact numbers during checkout, and double-check all delivery information before submitting orders.
SCARLETT EMILY SHAW shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, buyers need to bear all additional cold chain reshipping fees independently.
Lost or Deteriorated & Damaged Packages
If your fresh food parcel is missing or untraceable during international transit. please submit a loss investigation request to our customer service within 7 days after the scheduled delivery date.
Long-distance cold chain transportation may cause extrusion damage,packaging rupture or temperature fluctuation leading to fresh food deterioration. If you receive deteriorated or damaged goods. please retain the original outer cold packaging and take clear evidentiary photos within 24 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
Fresh Food Storage & Consumption Notice
Each fresh food item is attached with exclusive preservation guidelines, covering chilled meat, seafood, fruits, vegetables and frozen raw ingredients. Customers shall store, thaw and consume products following official prompts. We reject after-sales claims for food deterioration, taste decline, spoilage and quality damage caused by improper preservation. unauthorized repeated freezing and thawing and rough handling.
International Shipping and Customs Food Compliance Notice
We provide global cross-border cold chain shipping services for all fresh food merchandise. Overseas shipments may generate import tariffs. customs clearance handling fees, food inspection charges and other statutory charges required by destination countries.
All customs-related expenses are borne by order recipients. and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non-compliance with local food import declaration and quarantine regulations.
Contact Information
If you have any questions about shipping regulations, cold chain logistics progress and delivery after-sales issues, please contact us via official channels below:
Trade name: SCARLETT EMILY SHAW
Phone number: +61 438 527 961
Email: info@scapulse.shop
Physical address: 14 Alice Street, Newtown NSW 2042, Australia