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Shipping policy

The Grampians Goods Co. (“we” and “us”) is the operator of (https://grampiansgoodsco.com.au) (“Website”). 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.

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 fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs and Destinations

Australia: 

Free Shipping for Orders over $99

For orders under $99: $9.95 

Express Post Australia-wide: $15

International:

Flat rate AUD$30 (in equivalent local currency), using Australia Post International Express.

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.

Destinations:

The Grampians Goods Co. currently ships to Australia, New Zealand, United States of America, Canada, UK and European Union.

Processing Times:

Orders are processed Monday through Friday and are usually shipped within 24-48 hours of placement, excluding weekends, public holidays and peak sales periods may experience delays. Tracking information is sent via email within 24 hours of the item being shipped.

Express Post Information:

Please note that 'next day' delivery within Australia is an Australia Post guarantee not ours, so we are unable to control delivery times once orders are dispatched. Always check for postal delays on their website when opting for Express Post. Shipping costs for orders are non-refundable. Express Post is automatically set at the checkout for International orders.

International Customs Charges and Taxes

International customers may be required to pay sales tax, duty, and/or Customs charges. All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. The Grampians Goods Co. is not responsible for any additional taxes and customs charges that are requested during the shipment of your order. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges, and the cost of returning the package and will not be entitled to a refund.

Please note these charges are implemented by your countries government and are not associated with a courier or postal service. If you have any questions please email our support team at customercare@grampiansgoodsco.com.au

3. Returns

3.1 Return Due To Change Of Mind

The Grampians Goods Co. will happily accept returns due to change of mind as long as a request to return is received by us within 13 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. Return shipping will be paid at the customers expense and 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.

The Grampians Goods Co. will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

The Grampians Goods Co. will happily honor 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 The Grampians Goods Co. to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) 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; Express Post items are usually delivered next business day within Victoria, please refer to the Australia Post website for more detailed information regarding your destination here.

We dispatch from Hamilton in regional Victoria and use Australia Post. Australia Post delays are out of our control and once a parcel is dispatched it is subject to the conditions of Australia Post’s serviceability for which we are unable to take responsibility.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 – 10 days depending on the country. We use Australia Post International Express on all international orders. 

4.3 Dispatch Time

Orders with free shipping or regular shipping are usually dispatched within 3 business days of payment of order. We are not offer priority dispatch; orders are sent in the order in which they are received. If you paid extra for Express Post shipping, this refers to Australia Post’s prioritising of your parcel in their system, not ours. If you pay for Express Post shipping on a backordered item, we will dispatch your order as Express Post when it becomes available. 

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 are able to change the address at any time before the order has been dispatched.

Additional Information:

If a change of address is made directly with your local post office, or any other courier service, The Grampians Goods Co. will not be held responsible for any loss or misdelivered parcels. Requests for change of address must be made directly with The Grampians Goods Co. via our customer care team prior to your order being shipped.

If you have any questions please email our team at customercare@grampiansgoodsco.com.au

The Grampians Goods Co. is not responsible for lost or stolen packages or packages delayed in transit. Shipping cost for orders are non-refundable.

4.5 P.O. Box Shipping

The Grampians Goods Co. will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Items Out Of Stock

If an item is out of stock, per-order or on backorder, 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.

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 GST

GST has already been applied to the Australian price of the goods as displayed on the website

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 conducted an investigation and deemed the parcel lost.

10. Customer service

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