Shipping and Returns policy.

Shipping & Returns Policy – South West Snails

At South West Snails, we take great care to ensure our products—whether live escargot, books, or merchandise—arrive in excellent condition. Please read our Shipping & Returns Policy carefully before placing an order.

Shipping Policy

Live Snails – Order Processing & Dispatch

  • Orders must be placed at least 7 days before dispatch to allow for handpicking and the purging process.

  • Orders are handpicked every Monday, purged and cleaned for five days, then refrigerated and shipped the following Monday.

  • Once dispatched, deliveries are handled by Australia Post Express to ensure the fastest and safest transit.

Books, Clothing & Merchandise – Order Processing & Dispatch

  • Books, clothing, and merchandise are typically dispatched within 3 business days of order confirmation.

  • Orders are sent via Australia Post Standard or Express, depending on the selected shipping method at checkout.

  • Tracking details will be provided once your order has been shipped.

Delivery Fees & Free Shipping

  • B-Class Escargot: Minimum order 500g – incurs a $30 delivery fee. Orders 2kg or more qualify for free delivery within WA (other destinations by written agreement).

  • A-Class Escargot: Minimum order 1kg – incurs a $30 delivery fee. Orders 2kg or more qualify for free delivery within WA (other destinations by written agreement).

  • Books & Merchandise: Shipping costs are calculated at checkout based on weight and location.

  • Free shipping on all orders over $125 – use code SHIP30 at checkout.

Collection from Farm

  • Collection can be arranged by prior agreement at our farm in Yanmah, WA. Please contact us in advance to discuss availability.

Delivery Timelines & Risk

  • Estimated Delivery Time:

    • Live Escargot: 1-3 business days from dispatch (depending on location).

    • Books & Merchandise: 3-7 business days (standard), 1-3 business days (express).

  • Risk & Responsibility: Once the items are delivered to the agreed shipping address, risk transfers to the buyer. If you choose to collect your order, risk transfers once the items are set aside for collection.

Delays & Force Majeure

We take every precaution to ensure timely deliveries. However, we reserve the right to cancel or delay orders due to circumstances beyond our control, including but not limited to:
✔ Extreme temperatures
✔ Snail health concerns
✔ Stock limitations
✔ Shipping or transport disruptions

If a delay exceeds 30 days, either party may cancel the order, and a full refund will be issued for undelivered goods.

Returns & Refunds Policy

Live Snails – Dead on Arrival (DOA) Policy

We take great care in packaging and shipping our snails, but in the rare case that snails arrive dead, the following conditions apply:

  • The Buyer must notify us within 24 hours of delivery with clear photographic evidence of the issue.

  • At our discretion, we may offer a partial refund or replacement for the affected snails.

  • Refunds will not be provided for improper handling or storage after delivery.

Weight Loss During Purging

  • Snails are weighed at the time of picking, and due to the purging process, they may naturally lose up to 20% of body weight.

  • This is a normal process and does not qualify for refunds or complaints.

Returns & Cancellations for Live Snails

  • All sales are final. Due to the perishable nature of live snails, we do not accept returns unless the product is damaged in transit.

  • Cancellations must be made at least 7 days before dispatch. Due to the purging process, cancellations made after this period will not be accepted, and the full order amount remains payable.

  • Any exceptions must be requested in writing and will be considered at South West Snails’ discretion.

Returns & Exchanges for Books, Clothing & Merchandise

We want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below:

✔ Eligibility for Returns:

  • Items must be returned within 14 days of receiving your order.

  • Items must be unused, unworn, and in original packaging with tags attached (if applicable).

  • Books must be in their original condition (unread, undamaged, and free from markings).

✔ Non-Returnable Items:

  • Items marked Final Sale or Clearance.

  • Gift cards or downloadable products.

  • Personalised/custom orders.

✔ How to Return an Item:

  1. Contact us at 📧 info@southwestsnails.com with your order number and reason for return.

  2. If your return is approved, we will provide return instructions.

  3. Ship the item(s) back using a trackable shipping method.

  4. Once received and inspected, we will process your refund or exchange within 5 business days.

✔ Return Shipping Costs:

  • Return shipping costs are the responsibility of the buyer unless the item is defective or incorrect.

  • If returning an item due to an error on our part, we will cover return shipping costs.

Refund Processing

  • Refunds will be issued to the original payment method.

  • Please allow 3-7 business days for refunds to appear on your statement.

Payment & Late Fees

  • Payments are due within 7 days of invoice receipt.

  • A late fee of 10% will apply for each 7-day period an invoice remains unpaid.

  • If payment is not received within 30 days, we reserve the right to pursue debt recovery, legal action, and credit reporting.

Need Help?

For any questions regarding shipping, returns, or your order, please contact us at:
📧 info@southwestsnails.com
📍 South West Snails, 181 Jones Road, Yanmah, WA 6258