Shipping policy

This Shipping Policy applies to all purchases made through Strawberry Bear (operated by Insight Institute Pty Ltd, ABN 40 685 764 694). By placing an order with us, you agree to the terms below.

1. Order Processing Times

  • In-Stock Items: Processed within 10 business days of order payment
  • Pre-Order Items: Processed within 5 business days after product arrives in Australia (processing includes supplier release, shipping from country of origin to Australia, and domestic dispatch)
  • Back-Order Items: Processed within 4 weeks from the date your order/payment is confirmed

Please note: Processing times may vary due to supplier delays, customs, or courier interruptions.

2. Dispatch Times

  • Orders are generally dispatched within 1-3 business days after processing is complete
  • Delays may occur due to stock availability, pre-orders, or unforeseen logistics issues

3. Click & Collect

  • Available at our physical Sydney store (Shop 18: Level 1, 11-15 Deane Street Burwood, NSW)
  • Pre-order items may not be available for immediate pickup
  • Items will be held for a maximum of 6 weeks, unless a specific pickup date is arranged with us

4. Shipping Costs

  • Costs depend on parcel weight, size, and destination
  • Multiple dispatch locations may incur additional shipping fees; customers will be notified at checkout

5. Transit Times

  • Domestic shipments: Typically 2–14 business days depending on location
  • International shipments: Varies depending on origin country and customs processing

Transit times are estimates and are not guaranteed.

6. Delivery Address Changes

  • Delivery address changes can be requested any time before dispatch
  • Once dispatched, we are unable to change the delivery address

7. Out-of-Stock & Pre-Orders

  • If your order contains items that are out-of-stock or pre-ordered, we may hold the order until all items are available
  • Items already in stock may be dispatched separately upon request

8. Delayed or Missing Deliveries

  • If your parcel has not arrived within the estimated timeframe, please contact us at info@strawberrybear.com.au
  • We will investigate with the courier and provide updates
  • Note: Transit times can be affected by weather, customs, or courier delays

11. Damaged Parcels

  • If your parcel is damaged in transit, please reject the delivery where possible and contact us immediately
  • If the parcel is accepted despite damage, provide photos of the package and contents when contacting us