FAQs

Shipping rate

Standard shipping rate is $14.95.

Dispatch

Custom Surface Solutions processes and ships orders on weekdays (Monday through Friday, excluding public holidays). Orders submitted prior to 4pm Australia EDT will be packed and dispatched within 24 hours, excluding Friday, Saturday & Sunday and long weekends.

Orders are packed and dispatched within 24 hours and averagely take 1-3 business days to deliver (although longer during sales and peak periods), however SA, WA, TAS & some rural areas make take up to 10 business days. If the order is urgent, please contact us via [email] and we will send the fastest way possible to your location.

Method

We dispatch a majority of orders via the Australia Express Post service or a Courier company depending on the destination and size of order, most of these services require a signature on delivery, if no one is home during business hours we recommend providing your work address for delivery. Our Couriers will not deliver to PO Boxes and parcel lockers.

Restrictions

The Custom Surface Solutions Online Store sells and ships items within Australia only. The Custom Surface Solutions Online Store sells and ships products to end user customers only.

Item missing or damaged?

In the event that there are issues with your delivery, Custom Surface Solutions Online Store will be in direct contact with the carrier to resolve the issue as quickly and with as little inconvenience to you as possible. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.

If you have already received your order and find that it is damaged, please email us [email]

Incorrect address

If you have provided us with an incorrect delivery address, you will be liable for any additional shipping fees incurred on our behalf.

Return policy for change of mind

Changed your mind? Not a problem. Just send us an email notifying us of your change of mind and we will be more than happy to issue you with a store credit to the value of your original purchase (less any shipping fees). Please just return your goods (at your own cost) to our Sydney warehouse in its original packaging and unused/unopened condition within 14 days of receipt. Once we receive the goods, we will issue you with a store credit asap, so that you can shop online with us again.

If you have opened the goods and/or the goods are damaged upon return, we cannot accept a “change of mind” return.

How long do I have to return my order?

Items must be returned to the Sydney warehouse in its original packaging and unused/unopened condition within 14 days of receipt.

How long does it take to process my return?

Provided all the return conditions are met, we will issue you with a store credit within 72 hours of receiving your returned item/s.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email] and send your item to our Sydney warehouse.

Return shipping costs

You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping will be deducted from your credit. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Authority to Leave is an option provided by our Courier company for all residential delivery addresses when you are not available to sign for goods during normal business hours.

Delivery instructions, such as “leave near the front door or leave at back gate”, should be provided in the Special Instructions to Seller section before you proceed to checkout.

By agreeing to these Authority to Leave Terms & Conditions, the customer authorises the Courier driver to leave their order without a signature, and indemnifies Custom Surface Solutions Online Store, and it’s Courier service provider, against any claim for loss and/or damage relating to any items left.

If you do not give Authority to Leave, then you will have to be in attendance at your delivery address to sign for and receive the goods during normal business hours, otherwise additional freight charges may apply for attempted deliveries.