Shipping policy

Shipping & Delivery Policy

This policy explains how shipping, delivery, tracking, delays, lost parcels and damaged-in-transit claims are handled by Spacetek Group Pty Ltd.

Nothing in this policy limits, excludes or replaces your rights under the Australian Consumer Law. Where a product or service fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, compensation or other remedy as required by law.

Order Processing and Dispatch

All orders are usually dispatched on the next business day after we receive your order confirmation, excluding weekends and public holidays.

During peak periods, stocktake, public holidays, warehouse closures or other operational delays, dispatch may take longer. If a material delay is expected, we will take reasonable steps to notify affected customers or publish a notice on our website.

Once your order has shipped, you will receive a shipping confirmation email with tracking details where tracking is available. Please allow up to 48 hours for tracking information to become active after dispatch.

Shipping Rates

Shipping charges are calculated and displayed at checkout before you complete your order.

Free standard shipping promotions may apply to eligible orders, subject to the conditions displayed on the website at the time of purchase. Oversized, bulky, remote-area, wholesale, commercial or special-handling orders may be excluded from free shipping or may require a separate freight quote.

If a freight charge shown at checkout appears incorrect due to address, postcode, product size, product weight or system error, we may contact you before dispatch to confirm the correct shipping option or freight charge.

Delivery Estimates

Delivery timeframes are estimates only and may vary depending on the carrier, delivery location, service selected, peak periods, weather, network disruptions or other events outside our direct control.

Typical estimated delivery timeframes are:

- Australia Post standard within Australia: approximately 5–7 business days;

- Australia Post Express within Australia: approximately 3–5 business days;

- New Zealand deliveries: approximately 7–14 business days (Standard) 5-7 business days express; and

- bulky, oversized, commercial or special-handling freight: timeframe confirmed by the carrier or by Spacetek where available.

These estimates are not guaranteed delivery dates unless we expressly state otherwise in writing.

Carrier Handling After Dispatch

Once an order leaves our warehouse, delivery is handled by the selected carrier. While Spacetek Group Pty Ltd cannot directly control carrier transit times, we will assist with reasonable delivery enquiries, lost parcel investigations and damaged-in-transit claims.

If your order is delayed, tracking has stopped updating, the parcel is marked as delivered but has not been received, or the parcel arrives damaged, please contact us at online@spacetek.com.au with your order number and tracking details.

Lost, Stolen or Missing Parcels

If an order appears to be lost, stolen, missing in transit or incorrectly marked as delivered, please contact us as soon as possible at online@spacetek.com.au.

We may ask you to provide details such as:

- your order number;

- the tracking number;

- confirmation of the delivery address used at checkout;

- whether the property has a safe place, parcel locker, reception, mailroom or other delivery point; and

- any photos, delivery notifications or carrier messages you received.

Spacetek Group Pty Ltd will work with the carrier to investigate the issue and help resolve it. Depending on the outcome and your rights under the Australian Consumer Law, an appropriate remedy may include replacement, refund, resupply, repair or other compensation where required by law.

If the delivery issue was caused by incorrect address details provided by the customer, missed delivery instructions, refusal to accept delivery, failure to collect from a depot or post office, or other circumstances outside Spacetek’s control, additional costs may apply to resend, redirect or recover the parcel. This does not limit any rights you may have under the Australian Consumer Law.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible at online@spacetek.com.au.

Please include:

- your order number;

- photos of the outer packaging;

- photos of the damaged product and any internal packaging;

- a description of the damage; and

- whether any items are missing or unusable.

Please keep the product, packaging and shipping label until we confirm whether they are needed for assessment or a carrier claim.

Where a product is confirmed to be damaged in transit or otherwise fails to meet a consumer guarantee, Spacetek Group Pty Ltd will provide a remedy as required by law. This may include replacement, refund, repair, resupply or other compensation depending on the circumstances.

Authority to Leave and Safe Place Delivery

Some carriers may offer authority-to-leave, safe-place delivery, parcel locker, depot collection or similar delivery options. If you authorise a carrier to leave a parcel unattended or choose a specific delivery option, you should ensure the location is safe and suitable for delivery.

If a parcel is stolen or goes missing after being delivered in accordance with a customer-selected authority-to-leave or safe-place instruction, we will still assist with reasonable enquiries, but the available remedy may depend on the investigation outcome and your rights under the Australian Consumer Law.

Incorrect Address, Redirects and Returned Parcels

Customers are responsible for providing complete and accurate shipping details at checkout, including unit numbers, business names, contact details and delivery instructions where relevant.

If an order is returned to us because the address was incorrect, incomplete, inaccessible, refused, uncollected or unable to be delivered, we will contact you to arrange the next step. Additional shipping charges may apply to resend the order where the return was not caused by Spacetek or the carrier.

If Spacetek made an error with the address, product, order handling or dispatch, we will take reasonable steps to correct the issue at our cost where required by law.

International Shipping

International shipping may be available to selected destinations. Delivery timeframes, duties, taxes, customs charges, import fees, brokerage fees or local delivery charges may apply depending on the destination country and carrier.

Unless stated otherwise at checkout or in writing, international orders are supplied on the basis that the receiver is responsible for any applicable import duties, taxes, customs charges or local delivery charges charged by authorities or carriers in the destination country.

International delivery estimates are not guaranteed unless expressly stated in writing. Customs processing and border delays are outside Spacetek’s direct control, but we will assist with reasonable shipping enquiries where possible.

Peak Periods and Carrier Delays

During peak periods such as Black Friday, Cyber Monday, Christmas, public holidays, severe weather events or carrier network disruptions, delivery delays may occur.

Spacetek Group Pty Ltd will take reasonable steps to dispatch orders promptly, but carrier delivery delays may still occur after dispatch. If your order is materially delayed, please contact us and we will assist with reasonable tracking and carrier enquiries.

Refunds, Returns and Exchanges

Shipping-related issues may overlap with our Refunds, Returns & Consumer Guarantees Policy. For change-of-mind returns, faulty products, incorrect products or other return requests, please refer to our Refunds, Returns & Consumer Guarantees Policy or contact online@spacetek.com.au.

Original shipping charges are not refundable for change-of-mind returns. Where a refund or other remedy is required under the Australian Consumer Law, shipping charges and reasonable return shipping costs will be handled in accordance with those legal obligations.

Contact Us

For shipping, tracking, delivery or damaged-in-transit enquiries, please contact:

Email: online@spacetek.com.au

Please include your order number, tracking number and a short description of the issue so we can assist quickly.