Shipping Policy

Everything you need to know about how we pack, ship, and deliver your Ninth Wall order.

OVERVIEW

At Ninth Wall, we take the same care packaging your order as we do designing it. Every wall scroll is carefully packed to ensure it arrives in perfect condition — ready to hang, not ready to be returned.

ORDER PROCESSING

All orders are processed within 1–3 business days of purchase. Orders placed on weekends or public holidays will begin processing on the next business day.

You will receive an order confirmation email immediately after purchase, followed by a shipping confirmation email with your tracking number once your order has been dispatched.

During peak periods, sale events, or new collection launches, processing times may be slightly longer. We appreciate your patience and will always keep you updated.

SHIPPING DESTINATIONS

We ship worldwide. No matter where you are, we'll get your order to you.

Current shipping destinations include but are not limited to:

— United States
— Australia
— United Kingdom
— Canada
— New Zealand
— Europe
— Asia
— Rest of World

If you are unsure whether we ship to your location, contact us at [INSERT EMAIL] before placing your order.

SHIPPING RATES

Free Standard Shipping:
Available on all orders over $75 USD — automatically applied at checkout.

Standard Shipping (orders under $75):
Flat rate applied at checkout based on your location.

Expedited Shipping:
Where available, expedited shipping options will be displayed at checkout. Additional costs apply.

Note: Shipping rates and free shipping thresholds are displayed in USD. Your bank or payment provider may apply currency conversion at the time of purchase.

ESTIMATED DELIVERY TIMES

Please note these are estimated timeframes and are not guaranteed. Delivery times begin from the date of dispatch, not the date of order.

United States: 7 – 14 business days
Australia: 5 – 10 business days
United Kingdom: 7 – 14 business days
Canada: 7 – 14 business days
New Zealand: 7 – 14 business days
Europe: 10 – 18 business days
Asia: 10 – 18 business days
Rest of World: 14 – 21 business days

Expedited shipping timeframes will be displayed at checkout where available.

Delays may occur during peak seasons, public holidays, or due to customs processing for international orders. These are outside of our control but we will always do our best to keep you informed.

ORDER TRACKING

Once your order has been dispatched, you will receive a shipping confirmation email containing:

— Your tracking number
— The name of the carrier handling your shipment
— A direct link to track your order

You can also track your order at any time by:
— Clicking the tracking link in your shipping confirmation email
— Visiting the carrier's website and entering your tracking number
— Contacting us at [INSERT EMAIL] with your order number

Please allow up to 24 hours after receiving your tracking number for the carrier's system to update with your shipment details.

PACKAGING

Every Ninth Wall order is packed with care to protect your scroll during transit.

Our packaging process:
— Each wall scroll is carefully rolled and protected
— Secured inside a rigid protective tube or flat-pack mailer
— Sealed and labelled for safe transit

If your order arrives in damaged packaging, please photograph the packaging before opening and contact us immediately at [INSERT EMAIL].

CUSTOMS, DUTIES & IMPORT TAXES

For international orders, your shipment may be subject to customs duties, import taxes, or fees imposed by your country's customs authority.

Important:
— These charges are the responsibility of the buyer
— They are not included in our product price or shipping cost
— We have no control over customs delays or charges
— We are unable to predict the exact amount as it varies by country

We recommend checking with your local customs authority before placing an order if you have concerns about potential import charges.

Please note: We are required by law to accurately declare the value and contents of all shipments on customs documentation. We are unable to mark orders as gifts or under-declare values.

LOST OR DELAYED ORDERS

If your order has not arrived within the estimated delivery window:

Step 1: Check your tracking number for the latest update
Step 2: Check with neighbours or your local post office in case of missed delivery
Step 3: Allow an additional 5 business days as delays can occasionally occur

If your order is still missing after the above steps, contact us at [INSERT EMAIL] with:
— Your order number
— Your full shipping address
— Your tracking number

We will investigate with the carrier and work to resolve your case as quickly as possible. Lost orders will be replaced or refunded at our discretion.

Please note: We cannot be held responsible for orders delivered to an incorrect address provided at checkout. Please double-check your shipping details before completing your order.

INCORRECT SHIPPING ADDRESS

It is the buyer's responsibility to ensure the shipping address entered at checkout is correct and complete.

If you notice an error in your shipping address after placing your order, contact us immediately at [INSERT EMAIL] with subject line: ADDRESS CHANGE — Order #[your order number].

We will do our best to update your address before dispatch. Once an order has been dispatched, we are unable to redirect shipments and cannot be held responsible for delivery to an incorrect address.

MULTIPLE ITEM ORDERS

Orders containing multiple wall scrolls will be shipped together in a single package where possible. In some cases, items may be dispatched separately and arrive on different days. You will receive individual tracking numbers for each shipment if this occurs.

For any questions about returns, refunds, or exchanges, reach out to us directly:

Email: [INSERT EMAIL]
Response: Within 24–48 business hours, Monday to Friday

Please include your order number in all correspondence to help us resolve your inquiry as quickly as possible.