🚚 DELIVERY INFORMATION

We ship Australia-wide and to New Zealand from Sydney NSW, Monday to Friday (excluding public holidays).

📦 SHIPPING RATES

STANDARD SHIPPING – Flat Rate $9.95 We offer a subsidised flat rate of $9.95 for standard shipping on most orders (excluding Party Favours, Advent Calendars & Wholesale), regardless of how many boxes you order.

🚀 EXPRESS SHIPPING – Important Info!

EXPRESS is charged per box ~ not per order. Our fairy floss is super light but very bulky, and couriers charge us by box size, not weight. So the more boxes you order, the higher the Express cost.

• The Reality of Bulk: Express for a single 4-tub box might cost $18 to $25, but two or more boxes can quickly jump to $30 to $120+, especially for locations outside Sydney.
• Choosing Express: Just select Express at checkout. It applies to your whole order and is calculated automatically per box, so you don't set it per item.
• Availability: Express is available on most boxes, including our larger ones. Advent Calendars are Standard only. To remote and rural areas, Express is still the fastest option, but please allow extra days for the distance.

🇦🇺 Everything above applies to Australian orders.

🔗 🇳🇿 FOR NEW ZEALAND ORDERS DELIVERY INFO HERE 🔗

🔗 Fairy Floss Cakes - Delivery Information

🎈 PARTY FAVOURS & PERSONALISED ORDERS

Different schedules apply to our custom orders. Please check the specific Delivery Information within the Party Favours section or view our current seasonal magazine here: ➡️  🔗CLICK HERE FOR OUR LATEST MAGAZINE

⏱️ PROCESSING & DISPATCH

• Standard & Express: Orders received before 12 PM are typically packed and processed the same business day.

• Dispatch Time: While we aim for same-day dispatch, please allow up to 48 hours for your tracking to update, as courier pickups can occasionally vary.

• Peak Periods (e.g., Black Friday): During major sales events, processing may take up to 4 business days. If you are in a hurry during these times, we recommend choosing the Express option.

🗺️ ESTIMATED DELIVERY TIMEFRAMES

All timeframes are calculated from the day of dispatch not from day you order.

*Business Days refers to Monday to Friday not including Public Holidays.

NZ: We currently do not offer Express delivery to New Zealand. All NZ orders ship via Standard service.

⚠️ Please Note: While shipping networks usually runs on time, extreme weather events (floods, fires) can affect shipping networks Australia-wide. We appreciate your patience during these rare events.

🏬 LOCAL PICKUP (SYDNEY)

Prefer to collect? Choose Local Pickup at checkout (Peakhurst, Sydney). Allow a minimum of 24 hours on business days to prepare.  Collection times Tue to Fri, usually 11am to 5pm, only after you get our "ready for pickup" email. By confirmation only, NO WALK-INS

🚀 SYDNEY CUSTOMERS – SAME DAY DELIVERY

Need it today? We may be able to offer same-day or scheduled delivery via local couriers for certain Sydney suburbs.

• Check Availability: Email us at  hello@fluffycrunch.com.au  before 10 AM with your full address.

• Local Advantage: If you are very close to us in Sydney, we may even be able to deliver it ourselves on a specific day/same day at no extra charge! Please email us to confirm your postcode.

🚚 TRACKING & DELIVERY ISSUES

Once dispatched, you’ll receive a tracking email. It is the customer’s responsibility to track the parcel and monitor updates. * If you notice delays, please email us ASAP so we can investigate with the courier.  our email: hello@fluffycrunch.com.au

• Please note: Courier services cannot guarantee delivery timeframes, even with Express options.

✍️ Delivery Instructions (Notes for Driver)

We do not offer Signature on Delivery. Please add instructions in the Notes section before checkout (e.g., “leave at the door”).

• Selecting “do not leave unattended” may prompt the courier to attempt a redelivery or redirect the parcel to a secure collection point.

📍Incorrect Address & Uncollected Parcels

Parcels returned due to incorrect address details, rejection, or failure to collect are not refundable and will incur return and reshipping fees.  

🍬 The Nature of Fairy Floss (Natural Settling) Fairy floss is a delicate cloud of spun sugar that is primarily comprised of air. Because of this unique structure, natural settling is expected during transit due to the vibrations of delivery vehicles and changes in temperature or humidity.

• What to Expect: It is normal for the floss to "sink" slightly in the tub. This is a characteristic of the product and does not mean you have received less sugar.

• Our Quality Guarantee: While settling is normal, we consider it a quality issue if the product has collapsed significantly. We consider a "significant collapse" to be shrinkage that exceeds 30% of the tub’s volume.

• Pro Tip: To keep your floss at its best once it arrives, always store it in a cool, dry place and ensure the lid is "clicked" shut after every use

📦 Handle With Care Our tubs are designed to be airtight, but they are also delicate.

• Avoid Drops: Please be careful not to drop the tubs on hard surfaces.

• Hidden Damage: Even a small fall can create "hairline cracks", tiny splits in the plastic that you might not even see. These cracks break the airtight seal, allowing air to enter and causing your floss to shrink almost instantly.

🐜 Ant Policy

While rare, if ants are present, please notify us on the day of delivery with clear photos. Claims made after the delivery day cannot be accepted.

👅 Taste Preferences

We do not offer refunds or replacements based on personal taste preferences or perceived flavour "strength."

✨Need more details?

For full information on returns, damages, cancellations, and lead times, please visit our full policy:

👉 VIEW OUR FULL RETURNS & REPLACEMENTS POLICY

For all delivery enquiries, please contact us at  hello@fluffycrunch.com.au  Thank you for supporting our family business!

With love,

Paola & The Fluffy Crunch Team