Shipping Policy

SHIPPING CHARGES, METHODS & PROMOTIONS

Delivery Fees

Shipping is calculated based on size, weight and destination location.  Shipping fee options will be displayed during checkout before payment is made.

You must ensure you enter the correct full spelling of the Suburb, and ensure the correct Postcode is listed. Postcode and Suburb errors will mean the shopping cart cannot offer you all shipping options and you may miss out on the cheaper options.

Any changes made to the order or the delivery address after placing the order may incur additional charges.

We cannot deliver to PO Boxes or Parcel Lockers.

Courier Options (Within Australia Only):

We use multiple carriers for our delivery services.

• Fastway – for most metropolitan locations
• Toll Ipec – for remote/regional locations
• Star Track – for outer metro/regional locations
• TNT – for outer metro/regional locations
• Misc Courier – for when you have no preference of courier
• Select ‘Pick it up yourself’ to organise your own courier

Selecting Your Preferred Courier:

If you want us to use a specific courier you must select the carrier and also add note in comment field during the checkout process i.e. Use Toll only. If you don’t add the note – we may elect to ship with another carrier if circumstances suit.

 

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

Shipping Insurance (only applicable for deliveries within Australia)

For your convenience and peace of mind we offer Shipping Insurance for a small fee during checkout. This is not mandatory. 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.  Shipping insurance is calculated approximately 3% of total order cost.  By taking out shipping insurance you are automatically covered for any breakages in transit or lost orders. Shipping Insurance is not available for international deliveries.

Damaged In Transit

If insurance protection is selected and you have found damaged items, you must advise us by email within 24 hours of receipt of delivery. Please see our Claims Process here. Upon receipt the order number and proof of damage (by way of clear photos of damaged product and shipping cartons), Glassware Imports will more often than not apply a credit coupon to your user account for the value of the damaged item(s). The type of remedy we offer will depend upon the circumstances. We will discuss this during the claims process. We do not automatically 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.

For more information about the claims process and timelines for submissions please refer to Claims Process here 

If the product is damaged during delivery and you have not elected to apply insurance cover during Checkout, then Glassware Imports 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.

Shipping Promotions

All international shipping postcodes and locations are excluded from all shipping promotions.

We offer various kinds of shipping promotions at different times and across various products. When we offer a promotional shipping discount it will only be available during the advertised validity period and on specified products during the promotion period. If you miss the promotion we cannot backdate the promotion.

Excluded Postcodes from Shipping Promotions

We regret to advise that not all locations can be included in our shipping promotions.

The following postcodes and all international orders are excluded from all shipping promotions:
800 – 886, 2898 – 2899, 4183 – 4184, 4216, 4385 – 4498, 4507, 4680, 4700 – 4746, 4801 – 4807, 4816 – 4830, 4871 – 4876, 4890 – 4895, 5641 – 5734, 6033 – 6044, 6084, 6123 – 6124, 6161, 6173 – 6176, 6207 – 6230, 6232 – 6799, 7012, 7017, 7020, 7022 – 7055, 7109 – 7216, 7252 – 7470 

All international shipping postcodes and locations are excluded from all shipping promotions.

40% off Shipping for orders over $500 inc GST*

Get 40% Off Shipping when you spend $500 or more on product (*excluding Soy Waxes). This discount will automatically apply in the shopping cart .  This offer is  not valid for international orders. If you order Soy Wax the discount will not apply. You can process your Soy Wax on a separate order if you want to take advantage of this Shipping Discount. 

Free Shipping Offer for Melbourne Metro*

Different times throughout the year we may offer Free Shipping for Melbourne Metro* orders when the applicable product value equals $500.00 inclusive GST or more (*excluding Soy Waxes).  When this promotion is active the Melbourne Metro postcode will be determined by Fastway’s geographical location for Melbourne Metro shipping.

*Melbourne Metro is as stipulated by Fastway’s geographical location for Melbourne Metro shipping.  These postcode may change over time as the Fastway Melbourne Metro geographical locations change.

For Address & Opening Hours  https://user6.kustom.io/glasswareimports/contacts/.

ORDER DISPATCH & DELIVERY TIMELINES

Fast and Efficient Dispatch:

Orders received and processed by us online by 10:00am AEST each business day, will dispatched same day. Orders received and processed by us after 10:00am AEST or over the weekend will dispatch the following next business day.

Delayed Dispatch: During BUSY SEASON, (September 1-Dec 20) or special campaign periods, orders may require a 2-3 day shipping delay due to the volume of orders that we process during this period.

Authority to Leave Parcels

Shipping with us assumes all parcels can be left if premise is unattended. Please use the comment field during checkout to provide detail on where best to leave. Please place advice in comment field during Checkout if parcels cannot be left.

Estimated Delivery Timelines

We use multiple carriers for delivery so specific delivery times can vary.  Full parcel tracking is emailed to you once your order is dispatched.  Please email us if you have not received this information, but please ensure you check your spam/junk mail folder before emailing us.

• Melbourne Metro is 1 to 3 day Delivery
• Melbourne Regional is 2 to 4 day Deliver
• Melbourne Remote is 3 to 5 day Delivery
• Sydney – Hobart-Canberra is 2 to 4 day Delivery
• Sydney is 1 to 4 day Delivery
• Central Queensland is 2 to 6 days Delivery
• North Queensland & Perth is 6 to 10 Days
• Western Australia 5 to 10 Days
• All other locations 10 to 15 Days

Remote, Regional & Country areas:

Some country areas are town or depot delivery only.  This means they may not be able to deliver to your door and you will have to go to closest depot to collect it.

• Deliveries are conducted during business hours, Monday – Friday
• Excludes weekends and public holidays
• Transit times are estimated
• May be affected by factors out of our control
• May change without notice

Shipping with us means:

• All parcels can be left if premise is unattended. Please place advice in comment field during Checkout if parcels cannot be left.
• Deliveries are conducted Monday – Friday only (excludes public holidays)
• Couriers will not make any phone calls to get entry to premises or let you know if its been left with ATL
• You are responsible for tracking your own orders and liaising directly with the carrier if there are any delivery delays or issues.
• We do not make any arrangements for deliveries to be made on Saturdays or Sundays.  
• Couriers cannot call you prior to delivery.
• There may be times when shipping is delayed due to weather conditions or the Busy Season (September 1-Dec 20).  We have no control over unforseen circumstances, mother nature or third Party Couriers and will not assume responsibility for such conditions. 
• Merchandise which is shipped back to us due to an incorrect address, will be billed for any re-shipping charges that we are charged.
• We do not offer Express post delivery service

Pick Up Service/Click & Collect

Please wait until you receive ‘order ready’ confirmation email before coming to collect to avoid disappointment.

A few things to be aware of:

• Order Numbers must be presented at the time of collection.
• Orders must be checked and signed for by the person collecting, confirming all goods are accurate and correct at the time of collection.
• Glassware Imports does not accept any responsibility for order discrepancies once orders have left the premises.   If there are any order discrepancies after the product has left the premises, a claim will need to be lodge via email.  Please refer to Claim Process for more information.

**Same Day Order & Pickup Service: Not Available**

IMPORTANT NOTICE: Customer is required to check their order at time of pickup to ensure everything is correct.  If they later get home and find missing or incorrect product, they will need to lodge a claim via email and wait for instruction before they can return to have it rectified.  Please refer to Claim Process for more information.

Order Pick Up Service – Using your own Courier

Please select Pick Up in the checkout and request order weight and dimensions by placing the request in the comment field during the checkout process.   If no request is lodged the order will not be packed for shipping and this will cause delays.

Once order is paid our team will prepare the order and email the dimensions and weight.  We will wait to receive the carrier consignment label(s) and confirm once they have been attached to the relevant carton(s).

Be sure to check the link for trading hours for pickup times.  For Address & Opening Hours  https://user6.kustom.io/glasswareimports/contact/

 

TRACKING ORDERS & ESCALATIONS

All orders are registered for tracking purpose but are not covered by any insurance unless insurance is selected and applied during the checkout.

Tracking Information

When your order is dispatched, you will receive tracking number(s) and details via an email notification.  If you have not received an email, please first check your Spam/Junk mail folders before requesting this information via email along with your Order Number.

Shipping Escalations & Updates 

In the event you experience delays, in the first instance you must contact the courier directly.  Please be sure to keep record of all names and escalations attempts. If you do not get any action within 24 hours of logging the issue directly with the courier, please email info@glasswareimports.com.au so we can help you escalate and avoid further delays: You must provide us with the following detail – the more information you provide us, the faster we can assist;

• Order Number
• Tracking number
• The ticket/incident number provided when you lodge the issue
• How you logged the query (courier website, phone, email)
• Name of the person who dealt with your query and what actions they said would take place
• Forward any email correspondence

Star Track

• https://startrack.com.au/track/search

TNT

• https://www.tntexpress.com.au/interaction/trackntrace.aspx

Aramex – formerly known as Fastway

Aramex Submit Online Enquiry – See sample.  Once submitted you will get an automated acknowledgement email with a ticket number.   

If your parcel appears to be delayed request they complete a depot search ASAP.  This can take up to 3 days to complete.

• https://www.aramex.com.au/
• You must lodge an online ticket 
• https://www.aramex.com.au/contact-us/

Australia Post – https://auspost.com.au/mypost/track/#/search 

 

Damaged Merchandise

If your order was placed with Shipping Insurance, all claims for breakages in transit must be logged via email within 24 hours of receipt of goods from courier

All other claims must be submitted via email within 7 days of receipt of order.

Refer to our Claim Policy for more information.

International Order & Shipping

Important Covid Impact Notice

Covid has had a massive impact of international air freight.  Currently we do not recommend purchasing as transit times are unreliable and extensive.  We do not offer any international shipping insurance so you do this at your own risk.

Shipping internationally via Air is very expensive.  International Shipping cost can be calculated in the checkout once your full shipping address is entered.

Shipping Insurance is not available or applicable for International Orders.

Any advertised shipping promotions are not valid for International Orders.

You will be responsible for any of your local Taxes and Custom Import Duties if required. Only Shipping charges will be provided in full at the time of checkout.  Our shipping rates do not includes any of your local import duties or taxies. 

Payment via PayPal Only:

We only accept payment via PayPal for international orders.

Organise your Own Freight:

It is often more economical for you to organise your own air freight. This is the only way you can get shipping insurance for your orders. Just select ‘Pick Up’ in the checkout and request weight and dimensions in the comment field during checkout. We will email these details to you and you can organise your preferred carrier.

For large pallet size orders – Select Pick Up in the checkout:

We suggest you engage with your own freight forwarder to quote pallet shipping via sea. 

Eg 1008pcs  = 21 cartons  = 102 x 100 x 150cm (h) = 500kg.