Shipping policy

Order Fulfilment:

Unless otherwise indicated on the product page, for in-stock orders, our fulfilment team is given 2-4 business days to pick, pack, and ship orders. Because some of our products are made-to-order, such as custom items, the processing time can range up to 10 days before we can ship them. 

Shipping Timing:

Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and shipping times will then vary based on where you are:

  • USA and Canada: 2-6 business days
  • UK: 2-6 business days
  • Australia & New Zealand 2-14 business days
  • Europe: 6-8 business days
  • International: 10-20 business days

Order Tracking & Updates:

Order tracking is enabled using the tracking number which will be sent via email (the one you shared at time of order) at the time of shipment. Please note for orders shipped via DHL, browser security settings may need to be adjusted to view their tracking page.

Need to Change Your Delivery Address?

Please double-check your delivery address at checkout. Our fulfilment process is highly automated, and once your order reaches a certain stage, we won’t be able to make any changes to the address without a cost being incurred.

Where Will My Order Be Shipped From?

We work with a global network of fulfilment centres to ensure fast and efficient delivery closest to where you are. Your order could ship from one of the following locations:

  • Miami, USA
  • Ontario, Canada
  • Melbourne, Australia
  • Swindon, UK
  • Chlumec – Hrbovice, Czech Republic

Will I Have to Pay Customs Fees?

For international orders, customs fees or taxes might apply. These are set by your local customs office and are beyond our control. We recommend contacting them directly to get an estimate of any potential charges.

What If My Order Is Lost?

If you think your order is lost, please take the following steps before reaching out to us:

  • Review your Shipping Confirmation Email and Tracking Number to confirm the address.
  • Check with your local post office to see if the package is being held there.
  • Ask your neighbours in case the package was delivered to them by mistake.

If your package is still missing, contact us at support@mosaicrhino.co with your order number, and we’ll help track it down. Please note, if the address provided was incorrect, we can send a replacement, but you will be responsible for the associated costs.

We hope this shipping guide provides clarity on how we handle orders at Mosaic Rhino. If you have further questions, our Customer Service Team is always ready to assist. Now, get out there and let Nature lift your spirits!