Maija Delivery Guarantee
Delivered on time — or we make it right
At Maija, we stand by our commitment to deliver on time. If your package doesn’t arrive within the timeframe shown at checkout, we’ll put it right with a refund, a reshipment, or other fair compensation under Australian Consumer Law.
What is Shipping Delay Protection?
Shipping Delay Protection is an optional add-on at checkout that shields you from carrier delays. If your package arrives after the estimated delivery date, we’ll:
- Refund your shipping fee to your original payment method; and
- Refund your shipping protection fee as store credit.
Prefer store credit for everything? We can instead issue store credit equal to 120% of the combined shipping fee + protection fee.
Opting out means you won’t be eligible for any compensation for delays beyond the estimated delivery date.
How the Delivery Guarantee works
1) Eligible orders
The guarantee applies to orders shipped via our standard domestic (within Australia) delivery services, unless otherwise stated at checkout. It doesn’t cover delays caused by events outside our control (e.g. courier strikes, severe weather, natural disasters, or force majeure).
2) Delivery timeframes
We show an estimated delivery window at checkout based on your location and shipping method (e.g. 3–7 business days). That’s the timeframe we guarantee. If your parcel arrives after that window, you may be eligible for a remedy (see below).
3) How to make a claim
- Wait until the estimated delivery window has passed.
- Contact us at support@maija.com.au or via Contact Us.
- Include your order number, delivery address, and any tracking info.
4) What we’ll do
Once we validate your claim (usually within 3 business days), we’ll provide one of the following, as appropriate:
- Refund — partial or full, to your original payment method; or
- Reshipment — we’ll resend your order at no extra charge; or
- Other fair compensation in line with our policies and Australian Consumer Law (ACL).
If we reship, we’ll choose standard or expedited service based on what’s reasonable for your situation.
Terms & exclusions
- Partial delays (e.g. one item late in a multi-item order) may qualify for partial compensation.
- If you cancel after dispatch due to delay, the guarantee may not apply (see our Returns & Refunds).
- Loss or damage in transit is covered under our Shipping and Refund policies.
- This guarantee operates in addition to your rights under the Australian Consumer Law and does not limit those rights.
Frequently asked questions
Do I need Shipping Delay Protection to get help if my order is late?
We’ll always support customers under the ACL where applicable. Shipping Delay Protection is a fast-track, clearly defined remedy specifically for carrier delays beyond the estimated date: refund of shipping fees to original payment and the protection fee as store credit (or 120% as store credit if you choose). If you opt out, you won’t receive these specific delay benefits.
When should I submit a delay claim?
After the full estimated delivery window has passed. Couriers sometimes deliver late in the final hours of the window; submitting early can slow resolution.
How long will review and resolution take?
We aim to review claims within 3 business days. Resolution time can vary if we need courier confirmation, but we try to keep things speedy and transparent.
Does this affect my ACL rights?
No. Your rights under the Australian Consumer Law remain in full. This guarantee is an extra layer of support from Maija.