Mahlie’s Mission ships diagnosis folders, printed resources, and selected merchandise to families, clinicians, and supporters across Australia. Our goal is to ensure every item arrives safely, promptly, and with the same care and compassion that guides all our work.

This Shipping Policy explains how we process, package, and deliver orders, and what you can expect when you receive items from us.

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1. Shipping Locations

We currently ship to:

• all Australian states and territories

• residential and business addresses

• PO Boxes

• hospitals, clinics, allied health services

• schools and community organisations

 

At this time, international shipping is not available. 

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2. Processing Times

We aim to process all orders with care and efficiency.

• Standard orders: 2–4 business days

• Clinician or bulk orders: 5–7 business days

• High‑volume periods: up to 10 business days

 

You will receive an email confirmation once your order has been processed and is ready for dispatch.

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3. Packaging & Care

Every order is packed with attention to detail to ensure items arrive in excellent condition.

• Diagnosis Folders are protected with rigid mailers or padded packaging

• Printed resources are sealed to prevent moisture damage

• Bulk orders are boxed securely

• Fragile items are cushioned appropriately

We aim to minimise waste and use recyclable packaging wherever possible.

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4. Shipping Methods & Delivery Timeframes

We partner with trusted carriers such as Australia Post and Sendle.

Estimated delivery times:

• Standard Shipping: 3–10 business days

• Express Shipping (if available): 1–3 business days

• Rural/remote areas: may take longer

Delivery times may vary due to carrier delays, weather events, public holidays, or unforeseen disruptions.

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5. Shipping Costs

Shipping costs are calculated at checkout based on:

• parcel size

• weight

• delivery location

Some items — such as Diagnosis Folder pilot packs — may include free or subsidised shipping to ensure accessibility for families.

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6. Order Tracking

Where tracking is available, you will receive a tracking number via email once your order has been dispatched.

• Letter‑rate items may not include tracking

• Bulk orders will always include tracking

• Tracking updates depend on the carrier’s system

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7. Lost, Delayed, or Damaged Items

If your order is:

• delayed

• lost in transit

• arrives damaged

please contact us within 7 days of receiving your parcel (or expected delivery date).

 

We will:

• investigate the issue

• liaise with the carrier

• arrange a replacement where appropriate

• support you through the process

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8. Incorrect or Incomplete Addresses

If an incorrect address is provided at checkout:

• we will attempt to update it before dispatch

• if the parcel has already shipped, additional postage fees may apply for re‑delivery

• parcels returned to us due to incorrect addresses can be resent once postage is paid

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9. Returns & Refunds

We accept returns or replacements for:

• damaged items

• incorrect items sent

• defective products

 

We do not accept returns for:

• change of mind

• personalised items

• printed resources that have been opened or used

 

For more details, see our Refunds & Returns Policy. 

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10. Bulk & Clinician Orders

Clinicians, hospitals, and community organisations may place bulk orders for Diagnosis Folders or printed resources.

Bulk orders:

• may require additional processing time

• may qualify for subsidised or free shipping

• include tracking and secure packaging

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11. Contact Us About Shipping

If you have questions about your order, need help with tracking, or want to discuss bulk shipping, please contact:

Mahlie’s Mission Email: insert email Location: Tasmania, Australia

We’re here to help and will respond as promptly as possible.

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12. Legal Disclaimer

This Shipping Policy is provided for general information purposes only. While Mahlie’s Mission takes reasonable steps to ensure accurate and timely delivery, we cannot guarantee delivery dates or carrier performance. This policy does not constitute legal advice. For advice specific to your circumstances, please consult a qualified professional.