Shipping & Returns

Christmas and New Year’s Holiday Closures

Our Aussie Traveller Warehouses and Showrooms will be closed from Friday 20th Dec – Monday 6th Jan. No orders will be processed during this time. Any online orders placed on Wednesday 18th Dec will not be dispatched until after re-opening date, from Monday 6th Jan.

Production on custom orders will re-commence from Monday 13th Jan.

Any Pickup orders placed on Thursday 19th Dec will be unavailable for collection until after re-opening date Monday 6th Jan. You will be notified via email when your order is ready for pick up.

 

Shipping Policy

Aussie Traveller Pty Ltd is the operator of https://www.aussietraveller.com.au. By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service. 

Shipping Time Frames

Orders are packed and shipped from 3 sites within Australia depending on location and stock. We endeavour to have all orders filled and shipped out within 1-4 business days. During peak periods such as public holidays and promotional periods additional days for dispatch may apply.
In these instances, we take steps to ensure shipment delays will be kept to a minimum. Our customer service team will be in touch via email to notify you of the delay and updated delivery timeframes.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will contact you about whether you would prefer to await restocking of the backordered item and have the order shipped in full or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

Aussie Traveller Pty Ltd will happily accept returns due to change of mind if a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in resalable condition. This however does not apply to custom-made items.  Custom made products are non-refundable due to change of mind.

Return shipping will be paid at the customers expense and the customer will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. (Aussie Traveller Pty Ltd) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

Aussie Traveller Pty Ltd will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping; however, we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Aussie Traveller Pty Ltd to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:
  1. refund to your payment method
  2. a refund in store credit
  3. a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected and items in the order. We can offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2-4 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we can change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Aussie Traveller Pty Ltd will ship to P.O. box addresses using postal services only where available. We are unable to offer couriers services to these locations.

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can investigate.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax (GST) has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Aussie Traveller Pty Ltd encourage you to be aware of these potential costs before placing an order with us.

 

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Aussie Traveller Pty Ltd at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit.

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit.

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at enquiries@aussietraveller.com.au

Returns Policy

Any Products which are damaged or defective, or which the law provides may otherwise be returned to Aussie Traveller, or which are not otherwise in accordance with the Customer’s order, may be returned to Aussie Traveller within 7 days of receipt of the Products, at no cost to the Customer.     

The Customer may otherwise return Products to Aussie Traveller and obtain a credit:          

a) except for specially purchased products, products specifically tailored for the Customer’s requirements.

b) provided that it does so within 7 days of delivery and return authorisation is obtained from Aussie Traveller;

c) provided that the Products are in their original packaging, unopened, of a current make and model, and otherwise as new and in a saleable condition;

d) at the Customer’s own expense, or to the Customer’s account; and   

e) on the basis that risk in the Products remains with the Customer until the Products are received by Aussie Traveller, and that a restocking or return fee may be charged.

Aussie Traveller will not accept a returned Product where the Customer has caused the Product to become unmerchantable or failed to take steps to prevent the Product from becoming unmerchantable or the Product has become damaged by abnormal use whilst in the possession of the Customer.

Please allow 3-10 business days, dependent on your bank, for the amount be refunded into your account.

Please click here to see Aussie Traveller's Terms & Conditions Policy