Shipping policy

Delivery failure: 

You must verify your information is correct before placing your order. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner, have been unable to deliver or get in touch with you after 7 days or 2 attempts to contact (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us 

Damaged In Transit

We do our very best to ensure orders leave our premises in secure and well packed parcels to minimise all possibility of breakages, but there is no way we can guarantee this when orders are shipping across Australia.

If you have found damaged items, you must advise us by email within 24 hours of receipt of delivery. Upon receipt the order number and proof of damage (by way of clear photos of damaged product and shipping cartons), Austrapak Jars and bottles will more often than not send a credit coupon to your user account for the value of the damaged item(s). The type of remedy we may offer will depend upon the circumstances. We will discuss this during the claims process. We do not automatically refund or reship damaged product because often the value will be far less than the courier fee. We have also found that more damage occurs when we send small light weight parcels.

In the case of lost orders, we will dispatch your order in our next cycle.

If the product is damaged during delivery we may request you to claim it directly with the courier company. Austrapak Jars and Bottles is under no obligation to credit damaged items.  

Additional Shipping Charges

Due to many possible variables of an order, on-line shipping charges may not calculate properly during the check-out process. In this case, 

• if additional shipping charges are applicable we will contact you for further approval.  If you do not accept the additional charge we will cancel your order without penalty and refund you accordingly. 
• On occasion if we find we can ship your order for less than the nominated online charge, we will do so and credit the difference to your online user account.
• On occasion for extra large orders sometimes a special truck needs to be booked with a tailgate if there is no forklift at the destination. Additional charges for this will apply and we will always contact you first for approval and payment before dispatching.