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I don’t have my order!!!

“I have received an email from you saying my order is delivered but I didn’t receive it”

We use Express Post for the majority of our deliveries, and couriers for larger orders and international orders. If you have received an email from us confirming delivery then it is showing on their web site as having been delivered.

We send this email so that you can start asking around as soon as possible. Before we started sending this email we had people ringing us weeks later asking when we were going to ship the item. By that time the person who had the item often forgot where it was. This email is to ensure that you can get on top of this as quickly as possible.

“Who has my item?”

In the majority of cases we find that the order has been delivered but has been put aside somewhere. We strongly recommend that you check with:

Also check to see if there is a delivery card, though this should show as a failed delivery.

“Did you send it to the right address?”

We photograph every item that we ship, and can provide confirmation of the delivery address. Occasionally we make mistakes so we are more than happy to check that it was sent to the right address.

Australia Post also shows which suburb it was delivered to. This is useful for government orders where we may have accidentally sent it to the billing address or another department.

“Can Australia Post help?”

If you are sure that the parcel is not at your location and that we did send it to the correct address, then you will need to contact Australia Post with the tracking number. Unfortunately Australia Post will not discuss deliveries with the sender, only the receiver. For them, change of ownership occurred when they picked it up.

Australia Post may be able to contact the postie or local post office.

“No luck. Now what?”

If you paid for shipping insurance when you check out we will automatically ship you a replacement order after about 5 days. This is to ensure that the order is not there. If it is ultra-urgent then just let us know and we will ship sooner.

For normal shipments, officially by our terms and conditions we aren’t responsible for deliveries once they have been picked up. Practically, however, we don’t want to leave you in the lurch.

What we do ask is that you raise a compensation request with Australia Post (or the courier). We apologise for the hassle – they won’t compensate the entire amount, and they don’t allow the sender to claim compensation, but it is a good start.

We will then work out how to get replacement units to you so that neither of us are too out of pocket.

“Found it”

If you do find the item after inquiring about it, please let us know.

 

 

Any Questions? Call us for a chat.

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OnSolution Pty Ltd

ABN 36 093 811 271

Phone: 1300 30 33 34

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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.