SHIPPING & RETURNS
The PaintBox offers a flat rate of $12.50 across Australia. This excludes the below:
- Bulky Goods (Canvases, Rolls, Panels & Easels ) Australia Wide.
- Dangerous Goods (Aerosols, Solvents & Various Mediums ) Outside of South Australia.
Most orders shipping dimensions and weights meet the pre-requisites of our preferred logistics supplier, Australia Post and charges for either Parcel or Express Post options. Some items that you may purchase, can exceed the dimensions and weight limits for Australia Post and in these cases our preferred logistics provider is Toll Ipec Australia.
When parcels exceed the pre-requisites for Toll Ipec, surcharges from the logistics supplier will apply for the following:
- Oversize or Dangerous Goods items. A minimum surcharge of $50 will apply when a Dangerous Goods Classified item is to be shipped. These products are identified clearly in the description of applicable products on our website. When present in your order the surcharge is applied at checkout. If you would like to ship these items we recommend adding other products to make the shipping expense of he Dangerous Goods item worthwhile.
- Bulky or Long items over 150cm (such as rolls of linen, stretched canvases or oversize paper) will incur a minimum surcharge of $65 when these items are shipped. When present in your order the surcharge is applied at checkout. As with Danergerous Goods we recommend adding other products to make the shipping expense of the Bulky items worthwhile.
Prior to shipping Dangerous Goods and Bulky Items we will obtain a quote from our logistics provider for shipping. Although rare, when our online shipping calculator results in charges that are significantly less due to surcharges applied by Logistics suppliers you will be contacted by one of our staff to discuss how best to proceed regarding these extra freight charges. Your order will be shipped once the extra payment is received or arrangements made. If you choose to cancel the item causing the surcharges this can be arranged also.
We make every effort to make shipping, cost effective for our customers, however and in recent times charges levied by logistics companies have become considerable. We are always reviewing these costs with the goal of reducing the cost to our customers.
PACKING OF FRAGILE ITEMS
Paper is a fragile product and our goal is to ensure it arrives to you safely. Extra packing will be used to ship it safely and although we do not charge for this, there may be an increase in logistics charges. We recommend that you consider purchasing a minimum of 5 sheets or pack quantities to both save on purchase price and shipping charges.
We aim to ensure you receive your art supplies in good condition.
ORDER FULFILLMENT
Orders that include all in stock items, that are received prior to 1pm (Monday to Friday), will generally be processed and shipped the same day. At the time of shipping you will receive a confirmation of your order having been sent and a tracking link so you can check estimated delivery times and the status of your delivery at all times.
FULFILLMENT OF BACK ORDERS
Products may display as in stock online, however during the period of the order being received to our physical store, the item may have changed to a status of ‘out of stock’ due to sales crossover from instore purchases. On these occasions one of our staff members will contact you and offer to order the product in (Australian suppliers only) and ship the order complete, when the ordered product has arrived. This may delay shipping by up to 4-5 days. We can also arrange to remove the product from the order and ship the balance of the goods to you. At all times we will keep you informed and will be guided by your instructions.
Unfortunately we do not offer freight free shipping of back orders.
Additional Charges
We reserve the right to levy additional shipping charges, at our discretion, for over-size packages and addresses that attract additional charges from our shippers. In all cases, you will be contacted prior to shipping to obtain your consent for additional charges.
Service Upgrade
If you require Express or timed delivery by a courier, an additional cost will be applied. Please contact us by phone or email if you would like to have the delivery of your order upgraded. It may not always be possible to dispatch it in time, and this will depend on when we receive your order. In these cases, we will keep you informed about the progress of your order. We will provide you with a link to track your package online.
Shipping Fees
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the shipment. We advise you to group your items together in one order. We cannot combine two distinct orders placed separately, and shipping fees will apply to each of them.
For orders placed before 12.00pm, we will endeavour to dispatch orders that afternoon if payment has been received. The PaintBox will not be held responsible for delays in delivery where events occur beyond our control. We wish to advise that The PaintBox is not responsible for any loss suffered due to damage, delay or non-delivery by the courier company as all responsibility of The PaintBox ends when the goods are loaded on to the carrier. Customers, if they so desire, can arrange their own transport.
- Standard Delivery (3 – 5 working days*)
- Express Delivery (up to 3 working days**)
- Bulky Delivery** (3 – 5 working days*)
We do not deliver by Courier to PO Boxes. We can post standard and small packages by Australia Post to verified Post Office Box addresses.
Orders for Bulky or Dangerous Goods to remote areas will require a shipping quote, which you will be notified of at checkout. Our Customer Service Team will then send you a Shipping Quote within one business day for review. Your order will be delivered within 3-5 business days of Shipping Quote approval.
Please contact our online customer service on 08 8388 7776 or email us if you require further information.
If I place an order today, will I receive it tomorrow?
If we have all items on your order in stock and you have paid for your order, then you will generally receive your order in 1 – 2 days (3 – 6 days for interstate & most regional areas). Our courier service usually offers next day service for Adelaide Metro and some regional South Australian areas.
Bulky items through Various Courier Services
In the event that no one is available to accept the delivery, the courier will leave a card in your letterbox with details to arrange a redelivery at your cost.
Sales Taxes
We are required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country.
Permission to Return and to Receive Credit/REFUND
We will NOT accept the return of merchandise with a change of mind.
‘No refund for incorrect choice’ or ‘No refund if you change your mind’
Australian Competition and Consumer Commission (ACCC) website for information on your rights when things go wrong with products or services.
The PaintBox can refuse to give you a free repair, replacement or refund if:
- you simply changed your mind
- you misused the product or service in a way that contributed to the problem
- you asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted
- a problem with a service was completely outside of the business’ control.
- The goods were a special order or custom order.
Damaged or Incorrect Merchandise
We will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No material will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims will be our responsibility. Faulty goods/damaged goods: Please inform us in full as soon as possible and within seven days of receipt of the goods to arrange return. The cost of the goods and carriage will be repaid in full once we have confirmed the goods are faulty or damaged.
Refunds will be made within 30 days and by the same method as payment.
Age Restricted Items
By accepting our terms and conditions you are agreeing that you are over the age of 18 and are able to purchase restricted items such as knives, blades, solvents, and propellant based sprays and varnishes.
Pick Up in store
Click & Collect is a great new service which allows you to collect your online order from our store. This is a free service and there are no delivery charges. Once your order is ready, the collection time is at your convenience. When an order is made you can pick up your order on the same day (provided the items on your order are in stock).
Note: a Photo ID must be presented along with a printed out order confirmation when picking up.
Security
In partnership with our secure payment Gateway supplier, we follow the Payment Card Industry Data Security Standard (PCI DSS). Your credit card details will not be seen by anyone at The PaintBox or our payment gateway. Any data provided is treated in compliance with the PCI DSS standard. Information given to us via other methods is always treated in the strictest of confidence. Your details will not be released to third parties.
