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Shipping policy

Shipping, Return and Refund Policy

Processing Times

Small non customised items are processed within 3 to 5 business days.
Customised small items may take a little longer.
Large customised items and money boxes can take up to 1 to 2 weeks to make before shipping.

Shipping Methods

We use Australia Post for smaller items.
Larger items are shipped via courier services through Interparcel.

Tracking

Tracking is available on larger items.
Smaller items are sent with standard post and do not include tracking.

Damaged or Lost Orders

We want your order to arrive safely and in perfect condition. If your order arrives damaged or does not arrive at all, the following steps must be taken so that we can assist you under our courier and insurance policies.

1. Timeframe to Report:
Please contact us within 5 business days of receiving your parcel if it is damaged.
Claims must be submitted to Interparcel within 10 days of delivery, so it is important to notify us as soon as possible.

2. Keep All Packaging:
Do not throw away any packaging materials. Both the item and its original packaging may need to be inspected by the courier.

3. Do Not Move the Item:
Leave the damaged item in its original packaging until the claim is processed. Moving or repacking the item may invalidate the claim.

4. Photographic Evidence Required:
We require clear, detailed photos of:

  • The damaged item.

  • The external packaging showing the shipping label and any visible damage.

  • The internal packaging that shows how the item was packed.

5. Proof of Value:
We may request proof of purchase or an invoice for the item to submit with the claim.

6. Sender Initiates Claim:
As the sender, we are the only party who can lodge the claim with Interparcel or Australia Post. Once we receive your photos and information, we will start the claim process for you.

7. Claim Timeframes and Outcomes:
Claims are generally resolved by Interparcel within 28 working days.
The level of compensation depends on the type of transit cover purchased.
If you wish to add additional cover for higher value items, please contact us before ordering.

8. Australia Post and Interparcel Requirements:
Both carriers require all packaging and photographic evidence to be retained until the claim is finalised. Claims may be rejected if packaging is discarded or insufficient evidence is provided.

Returns and Refunds

As our products are custom made and often personalised, we do not accept returns or refunds for change of mind.

If your item is damaged, faulty, or lost, you may be eligible for a remedy under the Australian Consumer Law (ACL).

Under the ACL:

  • If the issue is minor, we will provide a replacement where possible.

  • If the issue is major, you have the right to choose between a refund or a replacement.

These rights apply in addition to any remedies available through the courier or insurance process.

For more information on your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) page:
🔗 https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Delivery Times

Delivery times are estimates only and delays may occur that are outside of our control.

  • Metro orders within Australia: usually 2 to 7 business days.

  • Rural or international orders: delivery may take longer.

Shipping Costs

Shipping costs are calculated at checkout.

Please note that PO Boxes are not accepted if ordering rulers as these items are too long for Australia Post.

Carrier Policies

You can view the official carrier policies for more details here:

Contact

For any shipping, return, or refund enquiries, please contact us at hello@myfamilyrulers.com.au or through our Contact page.