Shipping policy
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. All orders are shipped from Melbourne, Australia.
This price will be the final price for shipping cost to the customer.
Processing Times
All orders will be shipped within 1-4 business days of payment confirmation. Please note that processing times, is different to shipping times. Processing time only captures the duration we need to process and pack your order.
Shipping Times
Due to COVID some packages may take longer than usual. The below timeframes are estimated based on recent delivery timeframes provided by Australia Post.
Domestic Shipping (Australia)
- Express Post: 1 - 3 business days
- Parcel Post: 3 - 6 business days
International Shipping (varies by country)
- Courier: 2 - 4 business days
- Express: 8 - 18 business days
- Standard: 9 - 25 business days
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation
Tracking Notifications
Subject to the shipping option selected, customers may receive a tracking link from which they will be able to follow the progress of their shipment. This information is based on the latest updates made available by the shipping provider.
Refunds & Returns
If you are not completely happy with your purchase, please read our returns policy to understand the options are available to you.
Changes to Orders
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 returns policy.
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. Please email us at orders@claycrazestudio.com with the following information:
- Subject line: Address Change - [Order Number] - [Your Name]
- Email body: updated delivery address
Stock Availability
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.
Duties & Taxes
Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.
Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country.
We are not responsible for duties and/or taxes your country may charge you. All orders are sold on a delivery duty unpaid basis. Some countries have specific import restrictions on certain products & it is the responsibility of you the customer to check your local regulations before placing an order with us for International delivery.
Loss or Damaged Parcels
Insurance
Parcels are not insured for for any loss and damage.
Damaged or Lost Parcels In-Transit
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.
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.
If you believe your parcel has been lost, please email orders@claycrazestudio.com with the following information:
- Subject line: Order Issue - [Order Number] - [Your Name]
- Email body: any other relevant information
Didn't find the answer you are looking for?
If you have any other questions, please email us at orders@claycrazestudio.com