SHIPMENT PROCESSING TIME
At SsCustom, we strive to ensure a smooth order processing experience. Here's what you need to know:
Processing Time: All orders are typically processed within 3-5 business days after receiving payment. Please note that we do not process orders on weekends or holidays.
High Order Volume: In the event of high-volume orders, there may be slight delays in shipments. We appreciate your patience and understanding during such periods.
Lost or Stolen Packages: SsCustom is not responsible for lost or stolen packages or any delays that may occur during transit.
Communication: If there is a significant delay in the shipment of your order our team will promptly contact you via email to keep you informed.
For deliveries to various destinations, here are the estimated delivery times:
Express: 2 - 4 Business Days (or as little as 24 hours, depending on the location)
Standard: 8 - 10 Business Days
To America (Please note that actual delivery times may vary by specific location):
Express: 4 - 8 Business Days
Standard: 8 - 12 Business Days
To New Zealand:
Express: 2 - 6 Business Days
Standard: 8 - 12 Business Days
These estimated delivery times provide a general guideline for your convenience. Keep in mind that delivery times can vary due to factors such as location, shipping method chosen, and any unforeseen circumstances during transit. We are committed to ensuring your orders reach you in a timely manner. If you have any further questions or need assistance, please don't hesitate to contact our customer support team at firstname.lastname@example.org. Your satisfaction is our top priority.
SHIPPING POLICY FOR LOST ORDERS
If your order goes missing after it has left our workshop, please follow these steps:
Submit an Online Enquiry Form with Australia Post: In the unfortunate event that your order goes missing, we kindly ask you to submit an online enquiry form directly with Australia Post. You can initiate this process by visiting the Business Support Portal - Australia Post.
Cool Down Period: After you've submitted the enquiry form to Australia Post, there will be a cool down period of approximately 1-2 weeks. During this time, we will wait to hear back from Australia Post regarding the status of your shipment.
Replacement Consideration: If Australia Post confirms that your order is indeed lost during the cool down period, we will consider replacing your order. Please note that refunds are not available for lost orders, but we are committed to ensuring you receive your items.
IF YOUR ORDER SHOWS AS DELIVERED
In cases where your order shows as "delivered" by Australia Post, but you have not received it, we are still here to assist you:
Replacement Option: We are happy to replace the missing item for you, however, please be aware that shipping costs for the replacement will be your responsibility.
We value your satisfaction and are dedicated to resolving any issues related to your order. If you have any further questions or require assistance with a missing order, please don't hesitate to contact our customer support team at email@example.com
We hope this revised policy provides clarity and addresses any concerns regarding lost or missing orders.
POSTAGE PENDING STATUS CLARIFICATION STATUS
We understand that seeing the "Postage Pending" status in your tracking information can be concerning. However, we want to reassure you that there is no need to worry. This status simply means that Australia Post is actively working to update the tracking information for your package, and your shipment is still in transit.
If you have any additional questions or concerns about your order's status, please don't hesitate to reach out to us directly. We are here to provide you with the necessary assistance and address any inquiries you may have. We are committed to ensuring your order reaches you successfully.
Orders are processed on business days (Monday through Friday) excluding weekends and public holidays. Dispatch times may vary, once your package has left our warehouse, we have very little control over it. Please note that delivery times may vary depending on delays caused by the courier, especially during high-volume periods. SsCustom can never guarantee a delivery date. If you are not home to accept your package and have advised to leave at the front door SsCustom is not responsible if you package goes missing, otherwise if you are not home a calling card will be left in your letterbox detailing the steps for arrangement of re-delivery or picking up your delivery at the local post office.
If you have not received your package within 7-10 business days (Australia or USA) or 25 business days (all other countries) of placing the order, email firstname.lastname@example.org with your Full Name and Order Number and we’ll look into the matter immediately.
The Customer will be provided with tracking details once the order is shipped out.
Refund Policy for https://sscustoms.com.au
CUSTOMER SATISFACTON IS OUR PRIORITY
At SsCustom, your satisfaction is of utmost importance to us. This Refund Policy outlines your rights and our commitments in accordance with the Australian Consumer Law.
CHANGE OF MIND
We do not offer refunds if you simply change your mind or find the same product or service at a lower price elsewhere.
PRODUCTS DAMAGED DURING DELIVERY
If a product you ordered arrives damaged during delivery, please follow these steps:
(a) Contact Us: Notify us as soon as possible to report the damage.
(b) Return in Original Condition: Return the damaged product in the condition you received it, along with any packaging and accompanying items.
(c) Replacement or Refund: We will arrange either a replacement with an equivalent product or provide a refund, provided you contact us within 30 days from the date of receiving the damaged product.
While we strive to accommodate your needs, there are exceptions when we may refuse a replacement or refund:
(a) Misuse: If the product was misused, leading to the issue.
(b) Opened and Used: If the product has been opened and used.
(c) Other Exceptions: Any other exceptions as defined by the Australian Consumer Law.
SHIPPING COST FOR RETURNS
If the returned product can be easily posted or returned, you are responsible for the return shipping arrangements. If the return is eligible for a replacement or refund under this Policy (including Australian Consumer Law), we will reimburse you for reasonable postage, shipping, or transportation costs associated with the return.
We endeavor to process replacement or refund requests within 14 days of receiving them.
HOW TO RETURN PRODUCTS
(a) Contact Us: To initiate a return, please contact us using the contact details provided at the end of this Policy.
(b) Refund Method: Refunds will typically be issued in the same form as the original purchase or credited to the same account or credit card used for the initial purchase, unless otherwise determined by our discretion.
(c) Proof of Purchase: You must provide proof of purchase to be eligible for a refund or replacement.
(d) Identification Requirement: In some cases, a government-issued identification document may be required to process a refund or replacement.
(e) Return Address: You may return products to the following address:
Unit 10 11 North Park Drive, Somerton, Victoria, 3062
Please feel free to reach out to us using the contact information provided below for any further assistance or inquiries.
Thank you for choosing SsCustoms Your satisfaction is our top priority, and we are committed to ensuring a smooth shopping experience for you.