FAQ
Frequently Asked Questions
Everything you need to know about shipping, returns, products and more.
How much does shipping cost?
We offer FREE standard shipping on all orders over $49 AUD. For orders under $49, a flat rate of $6.95 applies.
Express shipping is available at checkout for $12.95.
How long will my order take to arrive?
Standard shipping: 5β9 business days Australia-wide.
Express shipping: 2β4 business days (metro areas).
Orders are processed within 1β2 business days. You'll receive a tracking email as soon as your order ships.
Do you ship to all states in Australia?
Yes! We ship to all states and territories β NSW, VIC, QLD, WA, SA, TAS, ACT, and NT. Remote and rural areas may take 1β2 extra days.
Will I get a tracking number?
Yes, every order comes with tracking. You'll receive an email with your tracking link as soon as your order is dispatched. You can also track your order at Track My Order.
Can I get my order in time for Mother's Day?
Order by 8 May 2026 for guaranteed delivery before Mother's Day (11 May 2026). We recommend choosing Express shipping for orders placed after 5 May to be safe.
What is your return policy?
We offer a 30-day return policy from the date your order arrives. Items must be unused, in original packaging, and in resalable condition.
To start a return, email us at hello@viralcarts.com.au with your order number and reason for return.
How do refunds work?
Once we receive and inspect the returned item, we'll process your refund within 3β5 business days. Refunds go back to your original payment method.
You'll receive an email confirmation when your refund has been processed.
What if my item arrived damaged or wrong?
We're so sorry if that happened! Email us at hello@viralcarts.com.au within 7 days of delivery with a photo of the issue and your order number. We'll send a replacement or issue a full refund β no return needed.
Do I pay for return shipping?
If the item is faulty or we made an error, we cover return shipping. For change-of-mind returns, the return postage cost is the customer's responsibility.
Can I cancel or change my order?
Orders can be cancelled or modified within 2 hours of placing them β email us immediately at hello@viralcarts.com.au. After that, we'll have already started processing and can't guarantee changes.
I haven't received my order confirmation email. What should I do?
Check your spam/junk folder first. If it's not there, email us at hello@viralcarts.com.au and we'll confirm your order and resend the email.
Do you offer gift wrapping or notes?
Not yet β but it's on our radar! For now, you can add a note at checkout and we'll include a handwritten message with your order. β€οΈ
Are your products genuine quality?
We only stock products we've vetted and would use ourselves. We source from trusted suppliers and every product goes through a quality check before listing. If you're ever unhappy, our 30-day return policy has you covered.
Where do your products come from?
We partner with vetted global suppliers to bring trending products to Australia before they become mainstream. All orders ship from our fulfillment partners directly to your door.
How do I use the Candle Warmer Lamp?
Place your wax melt or scented candle jar on the warmer plate, plug in, and switch on. The lamp gently heats the wax to release fragrance without an open flame. Keep away from flammable materials and do not leave unattended.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All prices are in AUD and all transactions are SSL-encrypted.
How do I use a discount code?
At checkout, enter your code in the "Discount code" field and click Apply. New customer? Use WELCOME10 for 10% off your first order.
My discount code isn't working β what do I do?
Check for typos (codes are case-insensitive), and confirm the code hasn't expired or already been used. Single-use codes can only be applied once per account. Email us at hello@viralcarts.com.au if you're still having trouble.