We ARE OPEN and sending out orders as per normal! We have lots of precautions in place to ensure safety of our staff and also of your parcels. We still offer pick up from our factory and have set up a way to ensure you can pick up without entering our premise or having contact with us. Stay Safe Guys xxx
Please see our Frequently asked questions here FAQs before you order as they form part of our terms and conditions you are agreeing to upon ordering from this website.
How long is delivery?
Our current processing time is 7 business days for regular orders or 3 business days for rush orders plus shipping times. Please note, a rush order only fast tracks your order for the processing time, not shipping. The shipping method you choose on checkout will be used. If you are needing it fast, we recommend using express post and the rush order option. The rush order option is priced on the amount of items you are ordering. You must select the correct amount of items for your rush order. We cannot split rush orders into separate deliveries.
If you have any questions regarding this, be sure to contact us before ordering.
What do the options for delivery on the checkout page actually mean?
Large letter Flat rate $5.50 option
This is NOT trackable, it is sent just as a large letter would be sent with stamps. Australia post recommends allowing 10 business days for this style of postage to arrive after leaving us. This method was introduced to reduce postage rates on small items. As we cannot track this method, any orders that have chosen this method of postage will not be refunded or replaced if they do not arrive to you or if it arrives broken. This postage method will be left by the postie with no signature required.
Regular Parcel Post
This is trackable. It is regular parcel shipping via Australia Post. Australia post recommends allowing up to 5 business days for most of Australia and up to 10 business days for WA and far north QLD using this method.
Express Post
This is trackable. It is overnight delivery only if you are in an Australia Post express zone. Please check this with Australia Post.
Remember, express post does just that, express’s the shipping, it does not make the processing time any faster. If you are needing faster processing times, you should choose a rush order on checkout.
Fastway Couriers
These parcels are trackable and are sent via Fastway Couriers. Delivery times are variable with Fastway depending on your location and can generally take 1-9 business days. If you select this and we feel your parcel would be safer going through Australia Post, we will send it through them instead.
Flat Rate New Zealand
This is traceable and is via Australia Post. International shipping is express service and should arrive within 5 business days according to Australia Post.
Flat Rate Small Parcel & Flat Rate Large Parcel & Flat Rate Heavy Parcel
All are trackable. This method subsidized through us. This means we are offering you a flat rate of shipping and we foot the cost of any additional that it may be. This is a friendly gesture to cover some of your shipping. We will choose your shipping company from either Australia Post or Fastway Couriers, which ever rate comes in cheapest and most efficient to get your parcel to you.
What does authority to leave mean?
It means you authorise your parcel to be left at your premise, with out a signature being required and without anyone having to be home. If you choose to tell use that you authorize this to happen, you are voiding all insurance. We will not be held liable for any loss or damage at all to your parcel if you have given this authority.
Who is responsible for my parcel being late?
Once your parcel leaves us, we have absolutely no control over it. Custom Wholesale Designs will not be held liable if a freight company does not deliver your parcel on time. This should be taken up with the freight company. Once your parcel has left us, we cannot be responsible for freight times.
What happens if my parcel gets sent back to the factory?
If we ship your parcel and it is returned to us for any reason that is not of our fault, you will be charged the postage amount again before we can re-ship your order. We cannot ship it again for free so this charge must be passed on to you. There is also a fee of $10 charged to us for the parcel to be returned to us, this fee will be payable by you, the customer, before we can reship. To avoid this happening be sure to check your mail box for a calling card from the delivery driver and call them to make appropriate arrangements. If your parcel is being held at your local post office awaiting collection, be sure to arrange for its collection before it is sent back to us.
Keeping your address up to date
If your account information is not kept up to date and your parcel is sent to the wrong address, we will not be held responsible. We will not replace your order. If your order is sent back to us due to wrong address or you not contacting the relevant shipping department, we will re-ship it to you at your own cost. The above will apply (under returned parcels) if this occurs. You must update your address on your account BEFORE making an order not after or it will not apply to your order and we have no way of knowing you have done this.
I used afterpay to pay, does that mean I get it straight away?
It doesn’t matter which payment method you use, the processing times quoted on the top of this page apply to you.
You’ve received your gorgeous order, but there’s a mistake?
Oh no! This is not ideal for you nor us, however, please keep in mind, we are not robots…we are human and sometimes typos and things do happen. It is certainly not deliberate, and we have spent a lot of time designing, cutting, sorting, packing and dispatching your order.
Simply give us a friendly call on 0451 611 821 and the girls will be more than happy to assist. We will replace items if the spelling error (or other error) is ours, but not if it is your mistake on the order, or if you thought you were ordering something else, sorry!
Has your item arrived damaged?
UH OH…postal services really do not understand the meaning of fragile and quite frankly, often they do not care how they treat any packages. Unfortunately, this is well beyond our control as we know your package is in perfect condition when it leaves us.
You must contact us within 24 hours of your parcel arriving and report any damage to us so we can help rectify the problem, after this we cannot help as the insurance will be void. Please call us on 0451 611 821 to do this.
