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Shipping & Returns

Shipping methods

When placing an order you will be provided with shipping options that are available to your shipping address. We strongly recommend that you choose “traceable” or “insured” options if you want the shipping company to carry any responsibility for your items.  We will help whenever we can, but we ultimately take no responsibility for the shipping of goods once we have handed them over to the shipping company.  If you chose a method that is not traceable and it doesn’t arrive, don’t even bother calling the shipping company, they will not help you.  We will be sympathetic, but will not be able to help you either.  We may be able to offer you a discount on a replacement order.  Insurance options are also available with some shipping methods.
You can see available shipping methods and prices by simply adding items to your cart and then clicking on the “estimate shipping” button.  You do not need to be a member and do not need to go through the checkout process to get a shipping quote.

Stock Availability

We are essentially a manufacturer and stock raw materials so that we can manufacture items to order.  We pre-manufacture some items and hold them in stock, but the vast majority of our products are made immediately after you place your order.  If there are any stock availability issues, we will contact you as soon as we become aware of the issue.  If we cannot supply your goods within a reasonable time, we will discuss options with you, including a full refund for unsupplied items.

Order Cancellations

We are flexible with order cancellations, but reserve the right to charge a cancellation fee if production on your order has commenced.  This fee will be $11 or 5% of your order total (whichever is greater).  This will be calculated on your order total excluding freight, but including GST if GST is applicable in your area.  Also, your freight and insurance will not be refunded if your order has been despatched.  In this case, you will need to return your order to us before we can commence the cancellation process.

Loss and Damage

Shipping Insurance is available for most destinations.  Please inspect packages for damage before signing any delivery documents.  If there is visible damage you can refuse delivery or you can accept delivery whilst noting the damage.  The delivery driver can advise you on how to note the damage before signing.
If you sign for damaged deliveries without noting external package damage, it may be difficult to claim for damage later.

Lost items will need to be tracked through the shipping company.  We can provide you with the company contact details and the tracking number.  We will also assist you with this where we can.  Tracking is only available on some shipping methods.  If you chose standard post as a shipping method, then help for finding your lost item is non-existent.  You just have to hope it comes.  All express post and courier options are traceable.  Some registered post options are traceable.  If unsure, please research the service on the website of the carrier or ask us.

Refund and Return Policy

We will accept responsibility for replacing, repairing or refunding items that contain faulty materials or workmanship.  We do not accept responsibility for spelling mistakes etc. where an artwork proof was provided and approved prior to production. Please check your proofs carefully; these are for our protection and yours.  Use them.

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