Shipping Policy
This Shipping Policy explains how we dispatch and deliver orders placed on collr.com.au. It applies to purchases of physical Collr tags (The Pendant, The Plate, The Keeper and The Crest). Please read it together with our Terms of Service and Returns Policy. In this policy, "we", "us" and "our" mean [LEGAL ENTITY NAME] (ABN [ABN]).
Nothing in this Shipping Policy excludes, restricts or modifies any right, guarantee or remedy you may have under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified by agreement. Where any part of this policy would otherwise do so, it applies only to the extent permitted by law.
Where we ship
We ship within Australia only. We do not currently offer international shipping, and we cannot dispatch orders to addresses outside Australia. If you place an order with a delivery address outside Australia, we may need to cancel it and refund the amount you paid for that order.
We deliver to standard Australian residential and business addresses. Delivery to PO boxes, parcel lockers and other addresses may be subject to restrictions. [PLACEHOLDER: confirm whether PO boxes, Australia Post parcel lockers and any locations (for example, remote areas) are accepted, restricted or excluded, and state them here.]
Shipping costs
Shipping is charged at a flat rate of A$9.95 per order. Orders with a total of A$100 or more qualify for free shipping. All prices on our website are in Australian dollars (AUD) and are inclusive of GST. The applicable shipping cost is shown at checkout before you complete your purchase.
[PLACEHOLDER: confirm whether the A$100 free-shipping threshold is assessed on the order value before or after any discounts, and whether the shipping charge itself counts towards the threshold.]
Payment and order processing
Payments on collr.com.au are processed by our payment provider, Stripe, which supports card, Apple Pay and Google Pay. We begin processing your order once your payment has been confirmed.
We aim to dispatch orders within about 2 business days of your order being placed and payment being confirmed. Business days are Monday to Friday, excluding public holidays in [GOVERNING STATE OR TERRITORY]. Orders placed on weekends or public holidays are generally processed on the next business day.
Dispatch times are estimates only and may be longer during busy periods, sale events, or where there are circumstances outside our reasonable control. If we expect a significant delay in dispatching your order, we will try to let you know using the contact details you provided.
Carrier and delivery estimates
Orders are sent via Australia Post. Delivery timeframes after dispatch depend on Australia Post and your delivery location. You can find current Australia Post delivery estimates on the Australia Post website.
Any delivery timeframe we or Australia Post provide is an estimate only and is not guaranteed. To the extent permitted by law, we are not responsible for delays caused by the carrier or by events outside our reasonable control. Nothing in this section limits your rights under the Australian Consumer Law, including the right to have services supplied within a reasonable time where no timeframe is agreed.
Tracking
Where tracking is available, we will provide a tracking number, generally by email, once your order has been dispatched. Please allow some time after dispatch for tracking information to update. [PLACEHOLDER: confirm whether tracking is included on all orders and how the tracking number is sent (for example, order confirmation email or a separate dispatch email).]
Delivery addresses
You are responsible for providing a complete and accurate delivery address at checkout. Please check your address carefully before you place your order, because we may be unable to change it once the order has been dispatched.
If a parcel is returned to us, delayed, or delivered to the wrong place because the address you gave was incorrect or incomplete, we may ask you to pay an additional shipping charge to re-send the order. If you would prefer a refund instead of re-delivery in these circumstances, please contact us and we will work out the options with you, consistent with your rights under the Australian Consumer Law.
If you notice a mistake in your delivery address after ordering, contact us as soon as possible at [CONTACT EMAIL] and we will try to correct it before dispatch, though we cannot promise this will always be possible.
Failed delivery attempts
If no one is available to receive the parcel, Australia Post will handle it in line with its usual practices. This may include leaving the parcel in a safe place, leaving a collection card, or holding the parcel at a local post office or collection point for you to pick up within a set time.
If a parcel is not collected within the carrier's timeframe and is returned to us, we will contact you to arrange re-delivery. An additional shipping charge may apply to re-send the order. If re-delivery is not possible or you no longer want the order, please contact us so we can discuss the options available to you, including any refund you may be entitled to under the Australian Consumer Law.
Risk and title
Risk of loss or damage to the goods passes to you when the goods are delivered to the address you provided, or to any authorised collection point or safe-drop location used in accordance with the carrier's delivery practices. [PLACEHOLDER: confirm the point at which risk passes and align this with your Terms of Service; you may also wish to state when title (ownership) passes, for example on full payment.]
This clause does not limit your rights under the Australian Consumer Law in relation to goods that are lost or damaged before they come into your possession.
Parcels lost or damaged in transit
If your order does not arrive within a reasonable time after the estimated delivery window, or arrives damaged, please contact us at [CONTACT EMAIL] and, where possible, include your order number and photos of any damage and packaging. We will investigate with Australia Post and work with you to resolve the issue.
Your rights under the Australian Consumer Law still apply. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a replacement or refund, and to compensation for other reasonably foreseeable loss or damage. We will not ask you to bear the cost of goods that are lost or damaged before they are delivered to you where the law makes that our responsibility.
Order and delivery issues
If you have any questions about the status of your order, a delivery, an incorrect address, or a parcel that is delayed, lost or damaged, please contact us:
- Email: [CONTACT EMAIL]
- Postal address: [BUSINESS ADDRESS]
Please include your order number and the delivery address so we can help you as quickly as possible. [PLACEHOLDER: add any support hours or expected response time, if you want to publish them.]
Related policies
This Shipping Policy covers delivery of the physical Collr tag purchased through collr.com.au. The Collr tag is a QR and NFC identification tag worn on your pet's collar. It is not a GPS or location-tracking device, and delivery of a tag does not guarantee that a lost or missing pet will be found or returned. It does not cover the free Collr mobile app or any optional in-app subscription (COLLR+), which is billed through the Apple App Store or Google Play and is not sold through this website. For returns, faulty goods and change-of-mind, please see our Returns Policy. For information about how we handle your personal information, including the delivery details you provide, please see our Privacy Policy.
Changes to this policy
We may update this Shipping Policy from time to time. The version in effect at the time you place your order applies to that order. This policy was last updated on [EFFECTIVE DATE].