Shipping Policy

Ignite Recovery (ABN 57807670683) 9 Hemdon Street, Gatton QLD Email: info@igniterecovery.com.au

This Shipping Policy explains how we process and deliver orders placed on our website. It forms part of our overall Terms of Service and should be read together with our Returns Policy.

We aim to provide clear and accurate information about shipping so you know what to expect. Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law (ACL).

1. Order Processing Time

• Orders are usually processed within 1–2 business days of receipt (excluding weekends and public holidays).
• During busy periods, sales, or stock issues, processing may take slightly longer. We will notify you if there is any significant delay.
• Once your order is processed and dispatched, you will receive a shipping confirmation email with tracking details (where available).

2. Shipping Destinations

We currently ship to:

• Australia only (including mainland, Tasmania, and regional/remote areas).

We do not ship internationally at this time.

3. Shipping Costs

Shipping costs are calculated at checkout based on:

• The weight and dimensions of your order
• Your delivery location (metro, regional, or remote)
• The shipping method selected

Options may include:

• Standard shipping (most economical)
• Express shipping (faster delivery)

We may offer free shipping on orders over a certain amount from time to time. Any free shipping promotions will be clearly advertised and subject to the terms of the promotion.

All shipping costs are displayed clearly before you complete your purchase. Prices include GST where applicable.

4. Estimated Delivery Times

Delivery times are estimates only and are not guaranteed. They start from the date your order is dispatched.

Typical delivery times within Australia (after dispatch):

• Metro areas (major cities): 2–5 business days
• Regional areas: 3–7 business days
• Remote or rural areas: 5–10 business days (or longer depending on carrier schedules)

These are general estimates and can vary due to carrier delays, weather, high demand, or address issues. We are not responsible for delays caused by the shipping carrier or events beyond our reasonable control.

5. Shipping Carriers

We use reliable Australian carriers (such as Australia Post or reputable couriers). Specific carrier details will be provided in your shipping confirmation email where tracking is available.

6. Risk and Title

• Risk in the goods (e.g., damage or loss) passes to you when the goods are dispatched from our warehouse.
• Title (ownership) passes to you once we have received full payment for the order and the goods have been dispatched.

7. Tracking Your Order

Where tracking is available, you will receive a tracking number via email once your order has been dispatched. You can use this to monitor the progress of your delivery.

8. Failed or Unclaimed Deliveries

If a delivery attempt fails (e.g., no one home, incorrect address, or you fail to collect from a depot):

• The carrier may attempt redelivery or hold the parcel for collection.
• You are responsible for any additional fees or storage charges if the parcel is returned to us due to your unavailability or incorrect address details.
• If the parcel is returned to us undelivered, we will contact you. You may be responsible for return shipping costs and a possible restocking fee before we resend the order.

9. Lost or Damaged Shipments

• If your order arrives damaged, please follow the process in our Returns Policy (send photos and video to info@igniterecovery.com.au).
• For lost parcels, contact us at info@igniterecovery.com.au with your order number and tracking details. We will investigate with the carrier.
• Under the ACL, if goods are lost or damaged in transit, you are generally entitled to a remedy (repair, replacement, or refund).

10. Changes to Shipping Policy

We may update this Shipping Policy from time to time. The current version will always be available on our website. Continued use of our site after changes constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions about shipping, delivery times, or your order status, please email us at info@igniterecovery.com.au with your order number.

We appreciate your business and strive to get your Ignite Recovery products to you as quickly and safely as possible.