Shipping policy
AQUALA PTY LTD
ABN 32 695 512 933
SHIPPING POLICY
TABLE OF CONTENTS
1. OVERVIEW
This Shipping Policy applies to all orders placed with AQUALA Pty Ltd (ABN 32 695 512 933) through our website aquala.au, by email (support@aquala.au), or by telephone. This policy should be read in conjunction with our Terms and Conditions of Sale and our Return and Refund Policy, both of which are available on our Website.
2. SHIPPING AREAS
2.1 Domestic Shipping
We ship to all addresses within Australia, including metropolitan, regional, and remote areas. Certain remote or restricted postcodes may incur additional surcharges or extended delivery timeframes (see clause 5).
2.2 International Shipping
We do not currently offer international shipping. If you are located outside Australia and wish to purchase our Products, please contact us at support@aquala.au to discuss available options.
2.3 PO Box Deliveries
Due to the size and weight of many of our Products, delivery to PO Boxes is only available for small items such as replacement filter cartridges, O-rings, and accessories. Larger items (including all filtration systems and whole-house units) require a physical street address for delivery.
3. SHIPPING METHODS AND TIMEFRAMES
3.1 Processing Time
Orders are generally processed and dispatched within one (1) to two (2) Business Days of receiving payment. Orders placed after 2:00 PM AEST/AEDT on a Business Day, or on a weekend or public holiday, will be processed on the next Business Day.
3.2 Estimated Delivery Timeframes
The following delivery timeframes are estimates only and commence from the date of dispatch, not the date of order placement:
|
Destination |
Standard Shipping |
Express Shipping |
|
Metro (Sydney, Melbourne, Brisbane, Perth, Adelaide) |
3–7 Business Days |
1–3 Business Days |
|
Regional Areas |
5–10 Business Days |
2–5 Business Days |
|
Remote Areas (NT, remote WA/QLD/SA) |
7–15 Business Days |
3–7 Business Days |
|
Tasmania |
5–8 Business Days |
2–4 Business Days |
These timeframes are estimates only and do not constitute a guaranteed delivery date. Actual delivery times may vary due to carrier delays, public holidays, weather events, and other factors beyond our control.
3.3 Express Shipping
Express shipping is available for most Products and destinations. Express shipping availability and pricing are calculated and displayed at checkout. Express shipping may not be available for oversized or heavy items, or for certain remote postcodes.
3.4 Pre-Order and Backorder Shipping
Products purchased on Pre-Order or Backorder will be dispatched once available. The delivery timeframes in clause 3.2 commence from the date of dispatch. For estimated availability dates and status updates for Pre-Orders, see clause 6 of our Terms and Conditions.
4. SHIPPING COSTS
4.1 Calculation
Shipping costs are calculated based on the total weight and dimensions of your order and your delivery postcode. The exact shipping cost will be displayed at checkout before you complete your order, in accordance with Section 48 of the Australian Consumer Law (single price display requirements).
4.2 Free Shipping
We may offer free standard shipping promotions from time to time. Where offered, free shipping eligibility criteria (such as minimum order values or product categories) will be clearly displayed on our Website and at checkout. Free shipping applies to standard shipping only and does not include express shipping or remote area surcharges unless expressly stated.
4.3 Subscription Shipping
Shipping costs for Subscription deliveries are included in the Subscription price unless otherwise stated at the time of Subscription creation. If separate shipping charges apply, they will be clearly disclosed before you confirm your Subscription.
5. REGIONAL AND REMOTE SURCHARGES
Additional surcharges may apply to deliveries to certain regional and remote postcodes. These surcharges are set by our carrier partners and reflect the additional cost of servicing these areas. Surcharges will be calculated and clearly displayed at checkout before you complete your order.
Postcode areas that commonly attract surcharges include:
• Northern Territory (outside Darwin metropolitan area);
• Remote Western Australia (outside Perth metropolitan area);
• Remote Queensland (north of Cairns and west of Toowoomba);
• Remote South Australia (outside Adelaide metropolitan area);
• Offshore islands (excluding Tasmania).
If a surcharge applies to your postcode, you will see it as a separate line item at checkout. You may choose not to proceed with the order if you do not wish to pay the surcharge.
6. ORDER TRACKING
6.1 Dispatch Notification
When your order is dispatched, we will send you a dispatch confirmation email containing your tracking number and a link to the carrier’s tracking page. You can also view your order status and tracking information through your account on our Website.
6.2 Tracking Issues
If your tracking information has not updated within five (5) Business Days of dispatch, or if it shows your parcel as delivered but you have not received it, please contact us at support@aquala.au and we will investigate with the carrier on your behalf.
7. AUTHORITY TO LEAVE (ATL)
7.1 ATL Instructions
You may provide Authority to Leave (ATL) instructions during checkout, authorising our carrier to leave the parcel at a designated location at your delivery address without requiring a signature.
7.2 ATL Risks
By providing ATL instructions, you accept full responsibility for the Products once they are left at your designated location. We are not liable for theft, damage, or loss of Products left unattended pursuant to your ATL instructions.
We strongly recommend that you:
• Ensure the designated location is secure, sheltered, and not visible from the street;
• Retrieve the parcel as soon as possible after delivery; and
• Consider whether ATL is appropriate for high-value orders.
7.3 No ATL (Signature Required)
If no ATL instruction is provided, our carrier will require a signature upon delivery. If no one is available to sign, the carrier will leave a card with instructions for redelivery or collection from a local depot.
8. FAILED AND MISSED DELIVERIES
8.1 Missed Delivery
If delivery is attempted and no one is available (and no ATL instruction was provided), the carrier will leave a notification card. You will typically have five (5) to ten (10) Business Days to arrange redelivery or collect the parcel from the local depot, depending on the carrier.
8.2 Incorrect Address
If delivery fails due to an incorrect or incomplete address provided by you, you will be responsible for any additional shipping costs incurred to redeliver the order. We will contact you to confirm the correct address before arranging redelivery.
8.3 Uncollected Parcels
If a parcel is not collected from the carrier depot within the carrier’s holding period, it will be returned to us. We will contact you to arrange redelivery (additional shipping charges may apply) or to process a refund. Refunds for returned parcels will be issued less the original shipping cost and any return shipping cost incurred.
9. DAMAGED OR LOST IN TRANSIT
9.1 Damaged in Transit
If your Product arrives damaged, please contact us within forty-eight (48) hours of delivery at support@aquala.au with:
• Your order number;
• Photographs of the damaged Product and packaging; and
• A description of the damage.
Please retain the original packaging until the claim has been resolved. We will arrange a replacement or refund at no additional cost to you. For full details, see our Return and Refund Policy.
9.2 Lost in Transit
If your order has not arrived within a reasonable time after the estimated delivery date (typically seven (7) Business Days beyond the estimate for standard shipping, or three (3) Business Days for express shipping), please contact us at support@aquala.au. We will lodge an investigation with the carrier and, if the parcel is confirmed lost:
(a) We will dispatch a replacement at no additional cost to you; or
(b) If the Product is no longer available, we will issue a full refund including any shipping costs paid.
9.3 Transit Insurance
All orders are covered by transit insurance from the point of dispatch until delivery (or ATL placement). You do not need to purchase additional insurance. Transit insurance does not cover loss or damage occurring after delivery or ATL placement.
10. INSPECTION ON DELIVERY
We recommend that you inspect your Products upon delivery (or as soon as practicable for ATL deliveries). If you notice any visible damage to the packaging or Products:
• Note the damage on the delivery docket before signing (if applicable);
• Take photographs of the damage;
• Contact us within forty-eight (48) hours; and
• Do not install or use the damaged Product, as this may affect your return and warranty rights.
11. SPLIT SHIPMENTS
If your order contains multiple items, they may be dispatched separately depending on stock availability and warehouse location. You will receive a separate dispatch confirmation and tracking number for each shipment. No additional shipping charge will be applied for split shipments.
12. CARRIER PARTNERS
We use reputable Australian carrier partners to deliver your orders. The carrier used for your order will depend on the size, weight, and destination of the shipment. Carrier selection is at our discretion. If you have a specific carrier preference, please contact us before placing your order and we will endeavour to accommodate your request where possible (additional charges may apply).
13. AUSTRALIAN CONSUMER LAW
This Shipping Policy does not limit your rights under the Australian Consumer Law. If a Product is damaged in transit or does not arrive, you are entitled to a remedy under the ACL regardless of any timeframe stated in this policy. For full details of your consumer guarantee rights, see our Return and Refund Policy and our Terms and Conditions of Sale.
14. CONTACT US
For shipping enquiries, please contact us:
AQUALA Pty Ltd
ABN: 32 695 512 933
Email: support@aquala.au
Website: aquala.au
Please include your order number in all correspondence.