Help
How can we help?
Answers on delivery, Subscribe and save, returns and your account.
Can't find what you're after? Email enquiry@wallabywater.com.au and a member of our team will be in contact within 24hrs during regular business hours.
Delivery
Delivery, sorted.
Cartons of still and sparkling spring water, delivered Australia-wide.
Where do you deliver?
Right across Australia, to every state and territory. We don't ship overseas at the moment, and we can't deliver to PO Boxes, so please use a street address at checkout. Our limited edition Wallaby x AWC cans go to ACT, NSW, QLD, SA and VIC only.
How much is delivery?
Cartons under $70: $10. Cartons of $70 or more (that's any two cartons): free. Wallaby merch: $5. Subscription deliveries are charged the same way, and you'll always see the exact delivery cost at checkout before you pay.
When will my order ship?
We pack orders on business days (Monday to Friday, excluding public holidays). Most orders leave us within 2 business days, and orders to Victoria often go out the same or next business day. As soon as your order is on its way, we'll email you a tracking link.
How long does delivery take?
Once your order has shipped, delivery usually takes 1 to 3 business days to metro areas and 2 to 6 business days to regional areas. Remote areas can take a little longer. Your tracking link shows the courier's latest estimate.
My delivery hasn't arrived, or something's damaged
Email us at enquiry@wallabywater.com.au with your order number (and a photo if anything's damaged). We'll chase it up with the courier and make it right.
The full details are in our shipping policy.
Subscribe and save
Save 10% on every delivery.
No lock-in contract and no cancellation fee.
How does Subscribe and save work?
Subscribe to any carton of Wallaby Still or Sparkling Spring Water (375ml cans or 400ml bottles) and save 10% on every delivery. You choose how often it arrives: every 2, 4, 6 or 8 weeks. Your first order is charged at checkout. After that, we charge the same card each time a delivery is due.
How do I change, skip, pause or cancel?
Sign in to your account to change how often your deliveries arrive, skip a delivery, pause your subscription or cancel it. Make any changes before your next billing date for them to apply to that order. If you get stuck, email us at enquiry@wallabywater.com.au and we'll do it for you.
Can I switch my order to a subscription?
Yes. Choose Subscribe on the shop page or a product page, or tap Subscribe and save on any carton in your cart.
What if a payment doesn't go through?
We'll let you know by email and try again up to 3 times, 7 days apart. If the payment still doesn't go through after that, your subscription will be cancelled. You can update your card details in your account at any time.
What if something's out of stock?
We'll try again up to 5 times. If it's still unavailable, we'll skip that delivery and your next one will go ahead as usual. You won't be charged for a skipped delivery.
The full details are in our subscription policy.
Returns and refunds
Something not right?
Returns and refunds should be easy.
Something arrived faulty, damaged or wrong
Email us at enquiry@wallabywater.com.au with your order number and a photo. We'll send a replacement or give you a refund, and we'll cover any postage. This applies however much of your order you've already used.
Can I return something if I change my mind?
Yes. Email us within 30 days of receiving your order with your order number, and we'll send you our return address. Return postage for a change of mind is up to you (we recommend a tracked service) and there are no restocking fees. The products need to be largely unused: if more than 6 cans or bottles from a carton of 24 have been used, we can't accept it back for a change of mind. Custom-labelled orders can't be returned for a change of mind.
When will I get my refund?
Once your return reaches us (or we've confirmed a problem with a faulty item), we'll refund you to your original payment method and email you to let you know. For a change-of-mind return, we refund the products you send back; the original delivery charge isn't refunded. Your bank may take a few business days to show it.
The full details are in our refund policy.
Your account
Orders and your account.
Do I need an account to order?
Not for one-off orders: you can check out as a guest. To see your orders or manage a subscription, sign in with the email you ordered with.
How do I sign in?
Choose the account icon at the top of the page and enter your email. We'll email you a one-time code, so there's no password to remember.
Where's my order?
Use the tracking link in your shipping email, or sign in to your account to see your orders.
Buying for a business?
Stock Wallaby in your venue through Wholesale, keep the office stocked with Office delivery, or put your brand on our cans and bottles with Custom labels.