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Shipping policy

Got Questions About Shipping & Delivery?

We’re here to help! This page has everything you need to know:

  • The shipping process
  • How long will my order take to arrive?
  • How much does shipping cost?
  • How do I track my order?
  • Can I change or cancel my order?
  • What if my parcel goes missing?
  • Authority to leave your package
  • Where in the world do you deliver?
  • Who pays for duties, customs, and tariffs?

The Shipping Process

Once we receive your order, it’s processed by our distribution team (aka our team of one! 😊). Processing takes up to 24 hours (Monday – Friday). Orders placed after 12 PM (EST) will be processed the next business day.

During busy times (like sales or promotions), it may take an extra couple of days—thanks for your patience! Once your order is dispatched, we’ll send you an email with your tracking number.

How Long Will My Order Take to Arrive?

At Sugar, we want to get your order to you quickly and reliably! We aim to process and dispatch orders within 24 hours (weekdays) and partner with trusted shipping companies to ensure smooth delivery.

🇦🇺 Australia

📦 Standard Delivery → 5-7 business days (via New Zealand Post)

🇳🇿 New Zealand

📦 Standard Delivery → 1-3 business days (via New Zealand Post)

How Much Does Shipping Cost?


🇦🇺 Australia  |  🇳🇿 New Zealand

Outside of promotional periods, shipping rates are:

Australia

  • Spend $79+ → Free standard shipping
  • Under $79 → Standard: $9.00 AUS 

New Zealand

  • Spend $79+ → Free standard shipping
  • Under $79 → Standard: $7.00 NZD 

How Do I Track My Order?

Once your order is dispatched, you’ll receive an email with a tracking link - so you can keep an eye on its journey to you!

 

Can I Change or Cancel My Order?

Yes! You have up to 4 hours from receiving your Sugar order confirmation to make changes or cancel your order. This includes:
✔ Updating your shipping address
✔ Adding or removing items

✔ Cancelling your order

 

What If My Parcel Goes Missing?

If your parcel hasn’t arrived as expected, check your tracking link in the confirmation email first. If you still need help, contact the shipping company directly.

📌 Important: If your order is returned to us because it wasn’t collected, we’re unable to resend it free of charge outside of New Zealand.

 

Authority to Leave Your Parcel

💡 If your property has an ‘Authority to Leave’ (ATL) and your package is left unattended, Sugar is unable to process claims or refunds if it goes missing.

We recommend monitoring your tracking link to manage deliveries and make any necessary changes.

Where in the World Do You Deliver?

We currently ship to:
🇦🇺 Australia  |  🇳🇿 New Zealand

We plan to launch in the US within 2026.

Want shipping elsewhere? Get in touch via our contact form - we’d love to see if we can make it happen!