Shipping policy

Shipping Policy

Troav
Last updated: 29 October 2026

1. Order Processing

We aim to process and dispatch all orders within 1 to 3 business days of payment being confirmed. Please note that occasionally, those processing times can be longer during peak periods (especially Black Friday and Christmas). You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Pre-order bags ship on the date shown on the product page. If your order has pre-order and in-stock bags, we may send them separately at no extra cost.

2. Shipping Carriers

We ship using Australia Post, TNT, and FedEx depending on your location and the shipping method selected at checkout. The carrier used for your order may vary and is at our discretion.

3. Delivery Timeframes

Estimated delivery timeframes are as follows:

🇦🇺 Australia: 2-4 business days

🌎 International: 2-8 business days

Please note that those shipping times are our best estimates based on recent orders. We are not responsible for delays caused by carriers, customs processing, weather events, public holidays, industrial action, or any other circumstances outside our control.

4. Free Shipping

Free worldwide shipping on orders over A$300. Orders under A$300 pay the shipping rate shown at checkout.

5. Lost Shipments

If your tracking information shows no movement for an extended period or your order is confirmed as lost by the carrier, please contact us at hello@troav.co and we will investigate on your behalf. If a shipment is confirmed lost in transit, we will arrange a replacement at no cost to you. We ask that you allow reasonable time for investigation with the carrier before a replacement is dispatched.

6. Damaged Shipments

If your order arrives damaged, please contact us at hello@troav.co within 3 business days of delivery. To allow us to file an insurance claim with the carrier, we require the following:

- A clear photo of the outer shipping label
- A clear photo of the damaged outer packaging
- A clear photo of the inner packaging
- A clear photo of the damaged product

Claims submitted outside the 3 business day window or without the required photos may not be eligible for a replacement or refund. Once we receive your images and confirm the damage, we will arrange a resolution as quickly as possible.

7. Incorrect Address

Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders that are delayed, undeliverable, or lost due to an incorrect or incomplete address being provided. If an order is returned to us due to an incorrect address or failed delivery attempts, we will contact you to arrange reshipment. Additional shipping charges may apply.

8. Taxes and Duties

🇦🇺 Australia: All prices on our website include GST. No additional taxes or duties are payable for orders delivered within Australia.

🌎 All other International Orders outside of Australia: For most countries, there are no applicable taxes or customs charges. If your country is applying customs charges to orders from Australia, please note that paying those extra charges is your responsibility as a customer - you will get directly notified from your local customs office or shipping provider, if additional customs charges apply to your shipment.