Shipping policy

 

Shipping Policy

Effective Date: 01/08/24

Welcome to Terrainaform! We’re delighted to offer shipping services to customers around the globe. Please review our shipping policy to understand our processes and commitments. All items are shipped from Australia.

1. Order Processing Time

  • Domestic Orders (Australia): Orders are processed and dispatched within 1-3 business days.
  • International Orders: Orders are processed and dispatched within 3-5 business days.
  • Please note that orders placed on weekends or public holidays will be processed on the next business day.

2. Shipping Rates & Delivery Times

  • Australia: 

    • Standard Shipping $10.95: estimated delivery in 3-7 business days.
    • Spend over $100 to qualify for free shipping

  • International:

    • Standard International Shipping: Rates calculated at checkout, estimated delivery in 7-21 business days depending on the destination.

Shipping costs are based on the weight and dimensions of your order as well as the delivery destination.

3. Customs, Duties, and Taxes

  • All international orders may be subject to customs duties, taxes, and fees as per the destination country’s regulations. These charges are not included in the purchase price or shipping cost.
  • Terrainaform is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

4. Shipping Restrictions

  • We currently ship to most countries worldwide. However, there may be some restrictions based on the destination country’s import regulations.
  • Terrainaform reserves the right to cancel orders to certain destinations due to restrictions or unreliable postal services.

5. Order Tracking

  • Once your order is shipped, you will receive an email with tracking information. You can track your order via the carrier's website using the provided tracking number.
  • If you do not receive a tracking number, please contact our customer service team at andrew@terrainaform.com.au.

6. Delayed or Lost Orders

  • While we strive to ensure timely delivery, there may be unforeseen delays, especially for international shipments due to customs clearance or other factors beyond our control.
  • If your order is delayed or lost, please contact our customer service team, and we will assist in locating your package.

7. Damaged or Incorrect Items

  • If you receive a damaged or incorrect item, please notify us within 7 days of receipt at andrew@terrainaform.com.au with your order number and photos of the damaged product. We will work to resolve the issue promptly, either by replacing the item or issuing a refund.

8. Changes to Shipping Policy

  • Terrainaform reserves the right to update or modify this shipping policy at any time without prior notice. Any changes will be posted on this page with the effective date.

Thank you for shopping with Terrainaform! We appreciate your business and look forward to serving you again.