Shipping policy
We move fast, so you can start using your KeepCup sooner. Once your order is placed, it heads straight to the warehouse and retail space at 71 Noone Street, Clifton Hill, Australia, for picking and packing, which means we can’t amend, add to, or retroactively apply discounts after checkout.
All orders are sent with tracking. Signature on delivery is required by default. If you choose authority to leave, delivery is considered complete once tracking confirms the parcel was left. From there, we can’t guarantee what happens next (weather, damage, curious passers-by — you know the drill).
During peak periods, dispatch and delivery times may vary — we’ll always do our best to dispatch the next business day, to keep things moving and you informed.
Direct to Customer Orders
Australia Post Standard shipping within Australia incurs a flat shipping fee of $12.00. All other shipping rates are calculated based on the order contents and destination.
We offer free standard delivery on orders over:
- Australia: AU$80
- New Zealand: NZ$120
Delivery times are generally 1-5 business days after fulfilment. Below are current delivery timeframes provided by our carrier partners. A more accurate delivery time, based on destination, will be provided at checkout. Transit may vary, so we cannot guarantee delivery dates.
| DESTINATION | APPROX. DELIVERY TIME |
| Australia | 1 - 5 days |
| New Zealand | 4 - 8 days |
| Asia | 4 - 8 days |
| Rest of World | 10 - 16 days |
Duties, Taxes and Customs
International shipments may be subject to customs duties; import taxes, carrier brokerage or clearance fees and are not included in shipping charges unless stated otherwise. Any applicable charges are the responsibility of the recipient. Delays caused by customs clearance or missing importer information are outside KeepCup’s control.
Orders ship from our AU warehouse. Taxes are charged at checkout where applicable. Business customers may be required to provide company registration or import number details to customs prior to delivery.
Changes and cancellations
We aim to dispatch the next business day. If you need to make changes or would like to cancel, please call your nearest KeepCup office or contact us as soon as possible with your order number and change request details. If we receive your request prior to dispatch, we’ll do our best to make the change or cancellation.
Returns (the simple version)
We want you to love your KeepCup. If it’s not right, you can return it within 30 days of purchase for a refund, provided it’s unused and in original packaging. Please note that unless the return is the result of an error on our part, the cost of shipping the return will be deducted from your refund. Your refund will be processed within 5 business days of receipt of the returned item.
To read the full returns information, please read our returns and refund policy.
Exchanges
We can't organise direct exchanges if you would like to change to a different size, colour, or style. The best process is to:
Request a return for the original item
Place a new order for the new item
This helps keep everything clear for everyone, and you can start using your KeepCup sooner.
Business Orders
Unbranded (Stock) Orders
Unbranded KeepCup products ordered via our B2B platform are fulfilled from available stock.
Dispatch: Usually next business day, subject to stock availability and order size
Delivery: Transit times apply after dispatch (see Delivery Timeframes)
Custom / Branded Orders
Customised products (including logo printing, custom colour, or bespoke components) are made to order.
Production lead time: Typically 4-12 weeks from artwork approval and order confirmation
Dispatch: Once production is complete
Delivery: Transit times apply after dispatch
Lead times may vary based on order size, complexity, and production scheduling. Confirmed timelines will be provided at order confirmation.
KeepCup selects the most efficient and effective carrier for each shipment based on destination, service level, and operational efficiency. Tracking details are provided for all shipments arranged by KeepCup, delivery dates are estimates only and cannot be guaranteed.
| DESTINATION | APPROX. DELIVERY TIME |
| Australia | 1 - 5 days |
| New Zealand | 4 - 8 days |
| Asia | 4 - 8 days |
| Rest of World | 10 - 16 days |
EXW & Customer-Arranged Freight
EXW and pick up orders; goods must be collected within 10 business days of notification that the order is ready. Orders not collected within this timeframe may incur storage and handling fees. Risk transfers to the customer upon collection.
Risk, Title and Delays
Risk passes to the customer upon dispatch (or collection for EXW & pick up orders). Title passes once payment has been received in full. KeepCup is not liable for delays caused by events beyond its reasonable control, including carrier disruption, customs clearance delays, or force majeure event.