Shipping policy
SHIPMENT PROCESSING TIME
At SsCustoms, we pride ourselves on fast and efficient order processing.
Orders placed before 2:00pm AEST on business days are typically processed and dispatched the same day, subject to stock availability.
Orders placed after 2:00pm AEST, on weekends or public holidays, will generally be processed on the next business day.
While most orders are dispatched within 1–2 business days, processing times may occasionally be extended during peak periods, promotional events, public holidays, stock transfers or unforeseen circumstances.
If there is a significant delay in processing or dispatching your order, our team will contact you using the details provided at checkout.
Once an order has been dispatched, delivery timeframes are dependent on the selected shipping service and the performance of the freight carrier. While we work closely with our shipping partners, delivery dates are estimates only and cannot be guaranteed.
If you have any questions regarding your order, please contact our team at sales@sscustoms.com.au.
DELIVERY ESTIMATES
Delivery timeframes are estimates only and are not guaranteed.
Australia
Express Shipping: 2–4 Business Days
Standard Shipping: 8–10 Business Days
International
DHL Express: 3–4 Business Days
Delivery times may vary depending on your location, freight carrier performance, customs processing, weather events, peak shipping periods and other factors outside our reasonable control.
SsCustoms does not guarantee delivery dates.
SHIPPING POLICY FOR LOST ORDERS
If your order has not arrived within the expected delivery timeframe, please contact SsCustoms and we will assist in lodging an investigation with the relevant freight carrier.
Where a shipment is confirmed by the carrier as lost in transit, SsCustoms will work with the customer to arrange an appropriate remedy in accordance with Australian Consumer Law.
Delivery delays caused by freight carriers, customs processing, weather events, peak shipping periods or circumstances outside our reasonable control do not automatically entitle customers to a refund.
DELIVERED PARCELS & AUTHORITY TO LEAVE
If tracking information shows that an order has been successfully delivered but you are unable to locate your parcel, please contact SsCustoms as soon as possible and we will assist in investigating the matter with the relevant carrier.
If a customer provides Authority to Leave instructions or requests that a parcel be left unattended at the delivery address, responsibility for the parcel passes to the customer once delivery has been completed and recorded by the carrier.
SsCustoms is not responsible for theft, loss or damage that occurs after a parcel has been delivered in accordance with the customer's delivery instructions or where the carrier has recorded the parcel as delivered.
Where appropriate, SsCustoms will assist customers in lodging an enquiry with the relevant freight carrier; however, replacement products, refunds or compensation will be assessed on a case by case basis and in accordance with Australian Consumer Law.
POSTAGE PENDING 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.
TRACKING INFORMATION
Customers will receive tracking details once their order has been dispatched.
Please allow up to 48 hours after dispatch for tracking information to become active and update within the carrier's system.
FREIGHT DELIVERIES & INDUSTRIAL EQUIPMENT
Certain products sold by SsCustoms, including welding machines, fabrication equipment and oversized items, may be shipped via specialised freight providers, including road freight, pallet freight and specialised transport services.
Customers are responsible for ensuring delivery access is suitable for the products being delivered.
Customers should inspect all freight deliveries upon arrival and notify SsCustoms as soon as reasonably practicable if any damage, shortages or delivery issues are identified.
Where visible damage is present, customers should note the damage with the delivery carrier before accepting the shipment wherever possible.
REFUND POLICY
Refund Policy for https://sscustoms.com.au
CUSTOMER SATISFACTION IS OUR PRIORITY
At SsCustoms, 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.
DAMAGED GOODS IN TRANSIT
If your order arrives damaged, please contact SsCustoms as soon as possible and provide:
• Your order number
• Photographs of the damage
• Photographs of the packaging
• A description of the issue
We will work with the carrier and customer to resolve the matter as quickly as possible.
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.
WHEN A REFUND OR REPLACEMENT MAY NOT BE AVAILABLE
While we strive to accommodate your needs, there are exceptions when we may refuse a replacement or refund:
A refund, replacement or other remedy may not be available where:
(a) The issue arose due to misuse, neglect, accidental damage or failure to follow operating instructions.
(b) The product has been modified, repaired or altered by an unauthorised person.
(c) The claim falls outside the rights and remedies provided under 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.
RESPONSE TIME
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:
3 Enterprise Cct, Carrum Downs, 3201, VIC, Australia
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. We appreciate your support and are committed to providing quality products, reliable service and a smooth shopping experience.
