Whilst we do our best ensuring that all orders are packed well to ensure that they're not damaged in transit, we recommend that you should insure your order. Unforuntately, once your order is dispatched we have no control how your parcel(s) are treated.
All physical items being shipped via any of our shipping carriers can be insured. Digital items cannot be insured.
Shipping Insurance covers for loss and damage of your ordered goods until delivery occurs at your nominated delivery address. Shipping insurance will protect you for replacement of your items or a refund which is at our discretion.
An item is not determined as lost until the freight company exhausts all possibilities of finding the item and declares it as being lost. This may take some time whilst we wait for the freight company to complete their checks.
If your goods are visibly damaged, do not sign for your goods unless they are marked as damaged with the freight company.
Any uninsurable item will be marked as such within the product description. These will be inherently fragile items or an item that is marked as fragile. Care will be taken upon packing to ensure that you are not disappointed.
Shipping Insurance does not cover you for a parcel that has gone missing after being delivered with an "Authority to Leave" that has been approved by yourself. If Authority to Leave has been approved, it is marked on your invoice.
If you receive an item that is damaged and you have paid for shipping insurance, you must contact us within 24 business hours via email complete with photos of all packaging. Our contact information can be found on our Contact Us page. The photos must include;
Once we receive the information above, and any other information we may require at the time, we will review your claim. In the case of a verified damaged item, we will replace it and ship the replacement to you. Please note that you may be required to take the damaged goods and packaging to Australia Post or the Courier that delivered your goods. It is important that you do not dispose of any packaging or items.
In the case of an order that is verified as not received, we will replace the order.
If you did not purchase shipping insurance from us you will be responsible contacting the company that delivered your freight and attempt to gain some resolution.