Question: How much does delivery cost?
Answer: Delivery fees vary, depending on which of our web sites you are ordering through. For example, delivery fees for Australian orders are capped at $14.95, and are free for orders over $100, if an item is below 101cm.
Postage for items over 101cm is charged at $29.95. ($19.95 for wholesalers) Express delivery is not available for these sizes.
For custom sized orders, a delivery fee of $29.95 is charged, irrespective of size. Express delivery is not available for custom made orders.
Question: Where do you ship?
Answer: We ship to various countries around the world, including but not limited to Australia, New Zealand, Hong Kong, Singapore, USA and Canada. If you need to ship to a country currently not listed, please let us know and we can gain a shipping quote for you.
Question: Do you ship to PO Boxes?
Answer: Yes! We’re happy to ship to a PO Box in Australia. However, your order cannot be more than 1m x 1m in size and weight more than 20kg.
Question: How long does standard delivery take?
Answer: From the moment you click ‘order’ it usually takes about 5-10 business days for delivery. This does however depend on your location, the shipping method used as well as current volumes being shipped by the courier network. We do not guarantee these time frames. They are a rough guide only. Some metal and acrylic orders shipped from NZ to Australia can take up to 15 business days. If you’re wondering about the status of your order, we do send you an email when your order ships which provides you with a tracking number to track your delivery. Some orders are however shipped with no tracking details. These include orders that are shipped from New Zealand using Express Post, and light weight orders such as stubby holders.
Question: Do you guarantee your shipping times?
We are not able to offer a 100% guarantee as we utilize third party courier companies to deliver your order. Delays can and do happen, and there are many factors that can influence a delivery time frame, including courier staffing issues, weather delays, volumes being shipped by the carrier network to name but a few. We do not offer shipping refunds in the event that a delivery is late.
Question: What happens if I am not home when my item is delivered?
Answer: All our Couriers have "Authority to leave". This means, they may leave the item in a safe place. If they do not think it is safe to leave an item, they will leave a calling card, and either deliver your order to the closest post office, or ask you to call then to arrange a suitable delivery date and time.
Question: I have had deliveries stolen before. What can I do if I think my delivery location is not safe, and the courier has authority to leave the item?
Answer: If you think your post box is not secure, Australia Post do offer a free service called MyPost. Please follow this link for additional information
Question: What happens if I am on holiday when my item is delivered.
Answer: It is your responsibility to either be at home to receive your parcel or to arrange for a neighbor to take receipt. As our Couriers have authority to leave your parcel at your home if they deem it safe, the item will be left until someone can collect it.
Alternatively, when you place your order, please can you ask us to place it on hold. Your order will be moved into a ON HOLD - delayed delivery status and it will be your responsibility to contact us on the day you want it to move into Production
Question: My delivery address seems to be different to what I have entered and now my parcel has been delivered to the wrong person.
Answer: We do not tamper with your billing or shipping details that you entered at checkout. You will also be emailed an invoice after placing your order and it's important you check this to ensure it is correct. We can only make changes to a delivery address before an order has been shipped.
If your order has been delivered to the incorrect location, hopefully it will be returned to sender. If our Production team do receive it back, we can re-ship it to you. This will incur an additional shipping fee of $20. If your item is not returned, you will need to place a new order.
Question: I have entered the incorrect delivery address, what should i do?
Answer: Please contact us immediately as soon as you become aware of this. If your item is still in Production we will be able to update the delivery address, but if your item has already shipped there is nothing we can do.
Question: Can I collect my order?
Answer: No, as an online eCommerce business, trying to pass on cost savings to our customers, do we not offer a collection service.