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You can’t handle the truth.

Sometimes I think the reason why people don’t use temperature and humidity loggers is because they may discover the truth, or have what they already suspect confirmed. In a couple of recent discussions we have had, we have discovered how humidity loggers revealed unpleasant truths.

In one case our initial response was to distrust the loggers. So we sent out replacemnent units (both thermocron humidity loggers and logtag humidity loggers) to confirm that the results were real. And they were.

In another case the customer also initially doubted the results but tried doing some things differently, and sure enough, the humidity dropped back within limits.

We have a number of support calls each year where the customer says “the loggers are showing X and this can’t be true”. Personally I like them because they provide a great opportunity to think a bit more laterally. So rather than discredit the results, assume that they are right and then try to work out what could cause them.

Often the answer is reasonably simple – doors left open, fridges over stocked, loggers left out. You get the idea.

But every now and then a real gem comes along. A fridge that is exposed to sunlight at a set time of day, or a cleaner who borrows a power point for a couple of hours, or a truck driver who turns the freezer off when leaving Wollongong to have more power getting up the hill.

Getting back to the humidity loggers revealing unpleasant truths, we don’t know yet what the cause is, but they now know that there is something that has to be dealt with. They have the evidence to go to senior management to justify expenses, and a reference point to monitor success. While the truth may be unpleasant, it’s still pretty useful.

What is covered with our shipping insurance?

Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.