shipping policy
SHIPPING INFORMATION
Pixsoulau is an Australian company based in Melbourne. Our domestic orders are shipped via Australia Post using their flat rate services.
SHIPPING COSTS
Domestic – Australia
- AusPost Standard Shipping (2-8 Business Days) - $14.99
- AusPost Standard Shipping (2-8 Business Days) – Free (for orders including 2 or more pixsoul displays)
The shipping costs include the delivery, packaging, extra cover and tracking on all purchases with Pixsoulau.
SHIPPING TIMES
All Australian-wide orders are sent via Australia Post Standard Shipping (2-8 business days), with the speed of the delivery depending on your zoning relative to Melbourne’s Australian Post distribution centre.
We work hard to dispatch all orders on the same business day providing they are placed before 2 pm AEST. In peak periods orders may take up to 2 business days to dispatch.
SHIPPING PROTECTION
pixsoulau is excited to be able to offer you peace of mind with our inclusion of Australia Post’s ‘Extra Cover’. With this added inclusion, your order is safeguard against loss or damage during transit.
Coverage Details:
- The ‘Extra Cover’ safeguards the loss or damage of goods during transit. If your item is lost or arrives damaged while in transit with Australia Post, we've got you covered.
- If your item is lost by Australia Post, we will initiate an investigation with them to confirm the loss.
- Upon confirmation of loss, we will promptly replace your item with the same product and arrange for it to be shipped via the same method you initially selected.
- In the case of damage, we will replace the damaged item with a new one and arrange for a return label to have the existing unit sent back to us.
Terms and Conditions:
- Extra Cover Period: The ‘Extra Cover’ begins from the time the order is shipped and extends until the item is successfully delivered to the customer.
- Claims Process: To file a claim under the ‘Extra Cover’, customers must contact our customer support team within 7 days of delivery. Claims made after this period will not be eligible for coverage.
- Required Documentation: To process a claim, customers must provide proof of purchase and any relevant documentation such as photos of the damaged item or any communication received from Australia Post regarding the loss.
- Replacement Process: Upon approval of a valid claim, we will replace the lost or damaged item free of charge. If the item is lost, we will initiate an investigation with Australia Post to confirm the loss. Replacement items will be shipped using the same method chosen by the customer during the initial purchase.
- Return of Damaged Items: In the case of damaged items, customers may be required to return the damaged item to us. We will provide a return label for this purpose. Failure to return the damaged item may result in the denial of the claim.
By purchasing on pixsoulau, you acknowledge that you have read, understood, and agree to abide by these terms and conditions. If you have any questions or concerns, please don't hesitate to contact our customer support team for assistance.
Additional Information
A complete and accurate delivery address is essential. We are unable to revise the shipping address once your order has been prepared for shipment. If a package is returned due to an incorrect or incomplete address provided by the customer, we will contact the customer immediately for a correction. The package will then be re-shipped for an additional shipping fee.
If an order is subject to review due to a suspicion of fraud, delivery may be delayed and/or cancelled.