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Shipping Policy

Promotional Studio Pty Ltd 
Last updated: May 2026

Thank you for shopping with Promotional Studio. This policy explains how we process, ship, and deliver your order, and what to do if something goes wrong along the way.

If you have questions at any point, our team is happy to help: 
Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au 
Contact form: promotionalstudio.com.au/contactus

1. Processing Your Order

Once you place your order, you will receive a confirmation email. Please keep this as your proof of purchase.

Before production begins, your order goes through two steps:

Payment verification. We verify all payments before processing commences. In most cases, this is completed within one business day. For credit card payments, processing begins upon settlement rather than authorisation. If verification takes longer due to bank processing times, security checks, or incomplete payment information, we will contact you within two business days to resolve the matter.

Payment is considered cleared once funds have been received and reconciled in our accounting system. You will receive a separate confirmation email once this has occurred and your order is in production.

Artwork approval. Where artwork is required, processing commences only after your artwork has been reviewed and approved. You can manage this through your customer portal.

Some orders may ship within as few as one business day. Others may take the full agreed lead time depending on the product and order complexity. We will contact you if there are any unexpected delays.

2. Where We Ship

Promotional Studio ships domestically across Australia and internationally.

For questions about a specific delivery location, please contact us at hello@promotionalstudio.com.au.

3. Shipping Restrictions

Please note the following restrictions apply to all orders:

  • No PO Boxes or locked bag addresses. If your order is placed with a PO Box as the delivery address, we will place it on hold and contact you within one business day to arrange an alternative.
  • Remote or restricted areas. Some delivery locations may attract additional timeframes or costs. Where this applies, we will notify you before processing your order.
  • Oversized or restricted goods. Some products may be subject to additional shipping restrictions due to their size, weight, or nature. We will advise you of any restrictions at the time of purchase.
  • International import restrictions. It is your responsibility to confirm that the goods you are ordering are permitted for importation into your destination country.

4. Shipping Costs and Delivery Estimates

Shipping costs $20.00 per SKU per shipping address for deliveries within Australia or New Zealand. All other international locations are quoted individually.

Most orders are shipped via express freight and arrive within 1 to 3 business days from the date of dispatch. Where express shipping is unavailable or the delivery location is remote, additional transit time may apply.

Please keep in mind:

  • Business days are Monday to Friday, excluding public holidays.
  • Orders are not shipped or delivered on weekends or public holidays.
  • Delivery dates are estimates only and are not guaranteed. Date of delivery may vary depending on your location, the carrier, the delivery method, and the items ordered.
  • For large or heavy items, we will provide an approximate delivery timeframe when your order is placed.
  • Products may be delivered in separate shipments where required.
  • Shipping costs are based on the weight of your order and delivery method. Charges are displayed at checkout before you complete your purchase.

Estimated delivery dates are calculated from the date of dispatch, not the date of order. Where your delivery address is identified as remote, please allow additional time.

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (ACL), including any applicable consumer guarantees.

5. Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking number and a direct link to monitor your delivery in real time. You can also track your order at any stage through your customer portal.

Please note that tracking may not be available in real time for:

  • Remote delivery locations
  • International shipments currently in customs processing
  • Circumstances where a carrier system failure has occurred

Tracking information is provided as a courtesy. Promotional Studio is not liable for tracking system failures, delays in tracking updates, or any inconvenience caused by tracking unavailability.

Alternative delivery arrangements. Where you request a non-standard delivery arrangement (such as a courier pickup, depot hold, or alternative delivery location), you must confirm the arrangement in writing and accept responsibility for any delays or delivery failures resulting from that arrangement. Our standard liability terms continue to apply, and nothing in this clause limits your rights under the ACL.

6. Delivery and Risk

Delivery is made by the carrier to the address you provided when placing your order. Please ensure someone is available to accept delivery.

Your goods remain at our risk until they are signed for at the delivery address. Signing as "Unchecked" or "Not Checked" is not considered valid acceptance. If you have instructed us to leave your goods without a signature, risk transfers upon delivery to the specified location.

When your goods arrive, please check the condition and quantity immediately. If anything has been damaged in transit, contact us straight away so we can arrange a replacement and minimise the inconvenience.

You are responsible for providing accurate and complete delivery address information at the time of ordering. We are not responsible for failed or delayed delivery resulting from an incorrect address being provided.

7. Damaged Goods

If your goods arrive damaged, please notify us within 48 hours of receipt so we can act quickly on your behalf.

Contact us at: Phone: (07) 435 77 666 Email: hello@promotionalstudio.com.au

To help us process your claim promptly, please provide:

  • Your order number and proof of purchase
  • Clear photographs of the damaged packaging and goods
  • A written description of the damage observed upon delivery
  • Confirmation that the damaged goods have been retained and will not be disposed of without our written authorisation

We will assess your claim and respond within three business days of receiving your report. Where the claim is accepted, we will arrange a remedy in accordance with our obligations under the Australian Consumer Law. We may request the return of damaged goods before dispatching a replacement.

8. Missing or Lost Packages

If your tracking shows a delivery exception, or your order hasn't arrived, the first step is to check common courier drop spots such as your building entrance, a secure area on your property, or with a neighbour. In many cases, packages are closer than expected.

If you have checked and still cannot locate your order, please contact us and we will work to resolve it with you.

Our resolution process:

  • Days 1 to 3: We ask you to check common delivery locations and share your tracking information with us.
  • Days 4 to 7: We contact the carrier to open a formal investigation and provide you with a carrier reference number.
  • Days 8 to 14: Based on the outcome of the carrier investigation, we offer a replacement or refund.

If you have a dispute with any resolution decision, please submit it to us in writing within three days of receiving our response and we will review it promptly.

9. International Customs, Duties and Taxes

All international orders are subject to the import duties, fees, and taxes applicable in your destination country. These charges are outside our control and are the sole responsibility of the customer.

Where possible, we will provide an indicative estimate of duties and taxes at checkout. These estimates are based on information available at the time of purchase and may differ from the actual amount charged by your country's customs authority. The provision of an estimate does not constitute a guarantee.

Please be aware that unexpected fees may be levied by customs authorities upon or after importation. If you are uncertain about the import requirements for your order, we recommend consulting your local customs authority before placing your order.

Refusal to pay applicable customs duties or taxes may result in your order being returned, abandoned, or destroyed by customs authorities. We will not be liable for any loss arising in these circumstances.

Delays may also occur if your package is selected for customs inspection. We work closely with our carriers and brokers to minimise delays wherever possible.

By placing an international order, you acknowledge and agree that:

  • You have read and understood these customs and tax obligations
  • You accept full responsibility for all import duties, taxes, customs fees, and related charges
  • Any estimates provided at checkout are indicative only
  • You are aware of your local customs requirements for importing the goods ordered
  • We are not liable for customs delays, additional charges, order returns, abandonment, or destruction resulting from customs processing or your refusal to pay applicable fees

10. Liability

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (ACL), including any applicable consumer guarantees. Your statutory rights remain unaffected.

Subject to the ACL and to the maximum extent permitted by law, our total liability for any claim arising from delayed or non-delivery (excluding Force Majeure Events) is capped at the lesser of: (a) the shipping cost paid for the affected order; or (b) 50% of the product value.

For example, if you paid $20.00 in shipping on a $200.00 order, our liability under this clause would be capped at $20.00. This limitation does not apply to delays caused by our negligence or wilful misconduct.

Where you are a consumer under the ACL and a consumer guarantee applies to the supply of goods or services, we will not seek to rely on this cap to the extent it would otherwise limit a remedy you are entitled to under the ACL.

If you are uncertain about your rights, you may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory consumer protection agency.

11. Force Majeure

In circumstances beyond our reasonable control, including extreme weather events, natural disasters, carrier disruptions, industrial action, or government-imposed restrictions, we will not be liable for delivery delays or failures arising from those circumstances.

We remain fully responsible for delays caused by our own acts or omissions.

Where a Force Majeure Event affects your order, we will:

  • Notify affected customers within two business days of becoming aware of the event
  • Provide revised delivery estimates where reasonably possible
  • Communicate updates every five business days until the matter is resolved
  • Offer options to cancel or postpone your order
  • Resume normal processing within two business days of the event concluding

12. Carrier Responsibility

Once your goods are handed to the carrier, primary responsibility for physical delivery, loss, and damage transfers to the carrier in accordance with their terms and conditions.

That said, Promotional Studio remains your first point of contact for all delivery-related issues. We will actively manage any carrier-related problems on your behalf and will not require you to deal with the carrier directly.

Nothing in this clause limits or excludes any consumer guarantees or statutory rights you may have under the Australian Consumer Law.

13. Policy Updates

We may update this Shipping Policy from time to time. Changes take effect immediately upon being posted to our website.

For material changes that affect customer liability or costs, we will provide 30 days' notice by email to customers with active orders.

Continued use of our services after a policy update constitutes acceptance of the revised terms. The policy version in effect at the time your order was placed applies to that order.

The current version of this policy is always available at: promotionalstudio.com.au/shipping-policy

14. Questions

If you have any questions about shipping or the delivery of your order, please get in touch.

Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au 
Contact form: promotionalstudio.com.au/contactus

We are happy to help.