Shipping:

The customer is responsible for all shipping charges FOB Sydney, Australia. Shipping instructions, shipping method, delivery address and delivery date must be included in the Purchase order. Changes to shipping instructions must be in writing, approved by the factory and submitted at least 72 hours prior to ship date as factory may ship early. Factory will not be responsible for delays or additional charges for any unapproved changes. Factory may ship orders out up to 3 days prior to customer’s ship date without notification to the customer. Orders are not insured unless requested on the PO or in writing. All orders become the customer’s property upon factory’s delivery to the carrier as shipments are FOB Sydney. Customers should file claims with the carrier for any delayed, lost or damaged shipments.

The factory will be happy to assist with this process, but the customer must initiate this process within 14 days of shipment. Delays caused by a carrier are not the responsibility of the factory and no refunds, credits or returns will be given to customer due to carrier issues.

Special Packaging and Fulfillment:

Factory has a full service fulfilment facility. Call for quotes on all special packaging and fulfilment services. There will be a $22(G) per pallet charge for palletizing.

Carriers:

The Factory reserves the right to ship via the carrier of their choice, at customer’s expense in order to meet the customer’s in hands date. To ship via any other carrier will require an additional 2 business days and a fee of $32(G)/per order.

Billing to Customer or Third Party Account:

Upon request, the factory will attempt to bill shipping to the customer’s account. If customer refuses the charges, the carrier will typically bill back the charges to the factory. In this case, factory will invoice the customer for the shipping charges plus a $32(G) service charge. If customer’s account is invalid, incorrect or factory fails to use customer’s account for any reason, factory will ship on factory’s account and invoice customer for the shipping charges. Customer will be obligated to pay these shipping charges. Any order not shipped on factory’s account will be charged $2.50(G)/box, up to a $12.50(G) maximum charge for handling.

Split shipments:

For split shipments to more than three locations, a split shipment charge of $6.50(G)/per location will apply for additional locations. Additional charges may apply for some split shipments, please call customer service for details.

Miscellaneous Shipping Information:

If a delivery address is not included on the PO, the factory will hold shipment of the order for up to three days before shipping via ground carrier directly to the customer’s address on file. The customer is responsible for any additional freight charges caused by address changes, re-routed packages, residential service, returned packages or other adjustments made by the carriers. These additional freight charges will be invoiced to the customer in a supplemental invoice 15-60 days after the shipment. Carton weights are calculated by volume – not nett weight.

Overruns and Under Runs:

The factory reserves the right to over ship or under ship up to 5% and invoice accordingly. For exact quantity shipments, add an exact quantity fee of $32(G).

Returns:

A request for a return for credit or refund must be in writing, state the specific reason for the return to be submitted within 14 calendar days of the invoice. We highly encourage our customers to adopt this policy with their clients to ensure all orders are inspected upon receipt. The factory may reject claims made after the 14th calendar day. Refusing, abandoning or sending back a shipment without approval does not constitute approval by the factory. When approved, returned products must be in the same condition as when they left the factory and any approved return will only be considered based on the quantity returned. Contact a customer service representative for a return authorization number. See order cancellations for applicable fees. Please note customers are responsible for arranging returns to the factory.

Quality Control:

All returns will be inspected by our Quality Control Team upon receipt. All claims must be confirmed by our Quality Control Team before we can issue any applicable credits/refunds/discounts. Please note that if a returned order passes Quality Control, the order will be shipped back out and new freight charges may be applied.

Resolutions:

In the unfortunate event that you or your customer is not happy with an order please contact our customer service team. Please note as mentioned above that there is a 14 calendar day window to report discrepancies or disputes with an order you and/or your customer has received. After the 14th Calendar day, we will assume the order has been received and accepted as it is. When contacting customer service please provide as much detail as possible in relation to the difference/clash, dates/times, pictures etc. The information will be used to investigate and respond as quickly as possible with resolution options. Please note that once a resolution is provided, agreed and executed as planned it cannot be adjusted.