Shipping Policy
At KNAP, we aim to get your order packed, shipped, and delivered as quickly as possible.
Shipping
KNAP ships to a range of destinations worldwide.
Available shipping methods, estimated delivery timeframes and shipping costs will be displayed at checkout based on your delivery address.
Where available, customers may choose between Standard Shipping or Priority Shipping.
Delivery timeframes begin once your order has been fulfilled and dispatched from our warehouse.
Shipping Rates
Australia
Standard Shipping: A$7.50
Express Shipping: A$20
Free Shipping on orders over A$140
United Kingdom
Standard Shipping: £4
Express Shipping: £10
Free Shipping on orders over £75
Europe
Standard Shipping: €5
Express Shipping: €12
Free Shipping on orders over €90
Canada
Standard Shipping: C$7.50
Express Shipping: C$20
Free Shipping on orders over C$140
New Zealand
Standard Shipping: NZ$9
Express Shipping: NZ$25
Free Shipping on orders over NZ$175
Our Delivery Guarantee
We stand behind the delivery timeframes advertised at checkout.
If your order is delivered outside the delivery timeframe shown for the shipping method you selected, we will refund the shipping fee paid for that order.
If your shipment arrives outside the applicable delivery guarantee, please contact our customer support team with your order number and we will arrange a refund of the shipping fee paid.
If no shipping fee was paid on the order, there will be no shipping charge available to refund.
The Delivery Guarantee applies to the delivery period after your order has been dispatched and does not include any pre-order or backorder waiting period prior to fulfilment.
Order Processing
All orders containing in-stock items will generally be fulfilled within 24 hours of the order being placed.
The only exception may be during public holidays, major promotional periods or other periods where warehouse staffing or order volume may affect fulfilment times.
Once your order has been fulfilled and shipped, you will receive a shipping confirmation email containing your tracking information.
Pre-Order Items
If an item is listed as a pre-order, the standard fulfilment timeframe does not apply.
Estimated fulfilment dates may be displayed on the product page at the time of purchase.
If you would like to confirm the expected fulfilment date for a pre-order, please contact our customer support team with your order number and our team will provide the latest available timeframe.
Once a pre-order has been fulfilled and dispatched, the normal shipping timeframe and Delivery Guarantee for the shipping method selected will apply.
Delivery Delays
Occasionally, circumstances outside of our control may cause shipping delays, including:
- Carrier delays
- Severe weather
- Customs or border processing
- Transportation disruptions
- High-volume periods
- Incorrect or incomplete delivery information
If a carrier delay causes your package to arrive outside the delivery timeframe advertised at checkout, we will still refund the shipping fee paid in accordance with our Delivery Guarantee.
Changing Your Shipping Address
Our warehouse begins preparing orders shortly after they are placed.
If you need to change your shipping address, please contact our customer support team as soon as possible.
We will do our best to update your address if the order has not yet been processed or shipped. However, once an order has entered fulfilment or has been handed over to the carrier, we cannot guarantee that the shipping address can be changed.
Customers are responsible for ensuring that the shipping address entered at checkout is complete and accurate.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate.
If a customer provides an incorrect or incomplete shipping address and the package cannot be delivered, is returned, or is lost as a result, KNAP is not responsible for the original shipment.
However, as a gesture of goodwill, we may offer the customer the option to have a brand-new replacement order sent at a discounted reshipment rate.
The applicable reshipment fee will depend on the destination, number of products being replaced and shipping method selected.
A replacement shipment will only be sent once:
- The customer has confirmed the correct and complete shipping address; and
- The applicable reshipment fee has been paid.
Delays, failed deliveries, returned shipments or lost packages caused by an incorrect or incomplete address supplied by the customer are not covered by our Delivery Guarantee.
This goodwill reshipment policy does not affect any rights or remedies available to customers under applicable consumer law.
Tracking Your Order
Once your order has shipped, you will receive tracking information by email.
Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.
If your tracking has not updated for an extended period or you believe your shipment may be delayed, please contact our customer support team and we will be happy to assist.
Packages Marked as Delivered
If tracking shows that your package has been successfully delivered to the shipping address provided at checkout, please first check:
- Around the delivery location
- With other members of your household
- With neighbours
- With your building reception or mailroom, where applicable
- Directly with the shipping carrier
Carrier tracking information, Proof of Delivery (POD) and, where applicable, Signature on Delivery may be used to confirm that an order was successfully delivered.
Proof of Delivery Without Signature
If the carrier provides a Proof of Delivery confirming that the package was delivered to the address provided at checkout, but the shipment did not require or obtain a Signature on Delivery, the package will be considered delivered by the carrier.
If the customer subsequently reports that the package has been stolen, lost, misplaced or cannot be located, KNAP does not guarantee a complimentary replacement or reimbursement.
However, as a gesture of goodwill, we may offer a discounted courtesy reshipment for a brand-new replacement order.
The applicable courtesy reshipment fee will depend on the customer's destination, the number of replacement products and the shipping method selected.
The customer must confirm their complete shipping address and pay the applicable reshipment fee before the replacement order is dispatched.
Proof of Delivery With Signature on Delivery
If the carrier provides both:
- A valid Proof of Delivery; and
- Confirmation that the package was successfully completed with Signature on Delivery,
this will be considered confirmation that the package was successfully delivered and received at the shipping address provided at checkout.
Where both Proof of Delivery and Signature on Delivery are available, KNAP will not provide a refund, reimbursement, complimentary replacement or discounted courtesy reshipment if the customer subsequently claims that the package was stolen, lost, misplaced or cannot be located.
In these circumstances, if the customer would like the products again, a new order will need to be placed.
Where permitted by applicable law, responsibility for the package passes to the recipient once delivery has been confirmed through both Proof of Delivery and Signature on Delivery.
We will still be happy to provide any available carrier information, tracking details, Proof of Delivery or signature confirmation that may assist in locating the package.
Lost Packages
If your package appears to have been lost while in transit and before confirmed delivery, please contact our customer support team.
We may need to open an investigation with the shipping carrier before determining the appropriate resolution.
Carrier investigations may require additional information before a shipment can officially be considered lost.
If the package was lost as a result of an incorrect or incomplete address supplied by the customer, the Incorrect or Incomplete Shipping Addresses policy above will apply.
If the carrier provides Proof of Delivery without Signature on Delivery and the customer cannot locate the package, a discounted courtesy reshipment may be offered.
If the carrier provides both valid Proof of Delivery and Signature on Delivery, the shipment will be considered successfully delivered and no complimentary replacement, reimbursement or courtesy reshipment will be provided.
Orders Containing Backordered or Pre-Order Items
If your order contains multiple items and one or more items are on backorder or pre-order, your order may be held until all items are available for shipment.
If you would like to confirm when your complete order is expected to be fulfilled, please contact our customer support team with your order number.
Shipping Restrictions
Shipping availability varies by destination.
If KNAP is unable to ship to your selected address, this will be shown during checkout.
Certain products or destinations may occasionally be unavailable due to carrier restrictions, customs requirements or other logistical limitations.
Questions About Your Shipment
If you have any questions about your order, delivery, fulfilment date, tracking information, reshipment or would like to claim a refund under our Delivery Guarantee, please contact our customer support team and include your order number so we can assist you as quickly as possible.