Shipping policy

The following terms and conditions apply to dispatch and delivery of any purchase made through our website.

 

  1. Processing and dispatch

Confirmation will be sent to the email address entered at checkout. This is your receipt and should be kept as proof of purchase.

Once payment is received orders are processed immediately and dispatched within 7-15 business days. We will contact you if there are any issues or delays.

Made to order items take longer due to manufacturing and testing. These items have differing time frames of processing and dispatch.

  1. Standard delivery

Free shipping is available on all orders. Time frames differ based on each destination.

Made to order items take longer due to size and fragility. 

Method and time

Standard delivery in metropolitan areas: approximately 5-10 business days.

Standard delivery in rural and regional areas: approximately 5-14 business days.

 

  1. International delivery
  • International orders will be processed and dispatched within 5 business days.
  • International delivery costs and times vary significantly depending on the package destination. Please refer to our International Shipping Schedule for the full price list and estimated delivery times.
  • Orders shipped to a destination outside of Australia may be subject to import duties, taxes or other costs in the destination country. We are not responsible for any additional charges, including taxes, duties or custom fees or requirements for the package. The customer is responsible for any duty, taxes, fees, costs, expenses or custom fees or requirements associated with importing products purchased from us and which are shipped internationally.
  • We have no control over international processes, custom or border control procedures. Delays in delivery may occur.
  • We reserve the right to not ship to some countries. The customer will be advised before payment whether the package can be shipped to the desired country.

 

  1. Lost Packages

If the package is lost in transit, please contact us. If our carrier cannot locate the item, we will lodge an enquiry to locate the item.

It is the customer’s responsibility to ensure accurate delivery address and contact details. Multiple delivery attempts, re-direction or returned packages may attract additional fees which may be billed by the carrier.

We have no control over third-party agents responsible for delivering packages and recommend that you obtain insurance to cover delivery. Where possible we will assist you in any claim against a third-party delivery agent.

 

  1. Incomplete Orders

In limited circumstances, if multiple items have been purchased from us, and one or more items are temporarily unavailable, we will dispatch the available items in the order.

In the event of an incomplete order, we will make contact to discuss the items that cannot be immediately delivered. In most cases we will source the ordered items and have them delivered separately at our own cost. If we are unable to source the items, we will refund any product we cannot deliver.

 

  1. Damaged Items

Our refund policy applies to items damaged during delivery. If your order arrives damaged or incomplete, please immediately take a photo and contact us.

 

  1. General

Please note that:

  • Business day means Monday to Friday, except holidays.
  • Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
  • Products may be delivered in separate shipments.
  • When placing your order, we consider these factors when calculating the Estimated Delivery Date:
    • Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
    • Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
    • Due to Energy blackouts, lockouts, slowdowns, strikes, etc, packages to and from our facility in Melbourne may be delayed. We appreciate your patience during this time.
  • We will not be responsible for wrong shipping address if you provide incorrect information.

 

  1. Contact Us

For questions about delivery or shipment of orders, visit our FAQ page or please contact us at: info@theredlightlab.com