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    • Craftsman Hardware | Shipping & Returns

    Shipping & Returns

    Plain-English, step-by-step info about processing times, changes & cancellations, shipping, oversized products, returns, and refunds.

    Types of Service & Shipping

    Choose the handling speed that suits your needs. Handling time is how long we take to pack. Transit time is how long the carrier takes to deliver. They are separate.

    Standard Handling We finish packing within 10 business days.

    Priority Handling We finish packing in 3 business days. Your order jumps the queue, gets extra protective packing, and is insured.

    Packing time Transit time is separate

    Timelines are best-effort estimates (not guarantees) and can extend during peak periods, after weekends, or around public holidays.

    Order Processing Times

    What happens after you check out:

    1. Order confirmation — we email you straight away.
    2. Processing starts — usually the same or next business day.
    3. Packing — up to 10 business days for Standard, or 3 business days for Priority.
    4. Handover to the carrier — you receive tracking by email as soon as it’s booked.
    • Allow up to 10 business days to complete processing during high volume, special requests (e.g., embroidery), or complex modifications.
    • Need it within 2 weeks? Choose Priority Handling at checkout.
    Reminder: Packing time is separate from shipping/transit time.

    Order Changes

    We pack fast. Once you click Process order, changes are not guaranteed because your order may already be in progress.

    If you selected the wrong product/size or need to edit your address, contact us immediately:

    Have handy: your order number, the exact change needed, and any replacement item details. Any extra charges or refunds are settled before shipment.

    What we can usually change (if the order hasn’t been packed yet):

    • Contact phone or email
    • Shipping address corrections (small fixes). Major address changes may require cancellation & re-order.
    • Size/colour swaps for the same item if stock is available

    What we can’t change once packing starts:

    • Adding items to combine shipping
    • Switching to a different product model
    • Changing shipping method chosen at checkout

    For clothing & accessories, please check the manufacturer’s sizing guides before ordering.

    Order Cancellations

    • If your order has not started processing at the warehouse, we can arrange a refund.
    • Refunds can take up to 10 business days to clear through Square or PayPal.
    • If your order has been processed or dispatched: you can request a refund after delivery and return in original unopened shipping & product packaging. Shipping charges are non-refundable. We must receive the return within 14 days for a full product refund.
    • Pre-order cancellations: forfeit shipping charges and incur a 10% administration fee for items ordered in.

    Order Shipping Information

    • When your order is ready to ship, we’ll email tracking details.
    • Carriers pick up daily. If a parcel misses pickup, it goes the next business day.
    • Delivery speed depends on the carrier/service you choose at checkout and external factors (weather, network delays, customs).
    • We can’t guarantee carrier delivery dates once an order has been handed over.
    Heads up Shipping times depend on the carrier/service chosen at checkout and factors outside our control.

    Address & Delivery Options

    Before you place your order

    • Use a full street address with suburb, state, and correct postcode.
    • PO Boxes/Parcel Lockers are OK for Australia Post services only. Oversize items may require a street address.
    • If you need Signature on Delivery, select a service that includes it at checkout.

    Authority to Leave (ATL)

    • If you or the carrier authorise ATL, the parcel may be left unattended at the address.
    • Once the carrier marks it Delivered at the address, loss or theft after delivery isn’t covered.
    • Choose Signature on Delivery if you cannot accept ATL risk.

    Address corrections requested after dispatch are treated as a redirection. Carriers may charge a fee and redirections aren’t guaranteed.

    Oversize Products

    • Oversize definition: items not eligible for standard Australia Post due to size/weight. Generally, orders over 22 kg (Domestic) or 20 kg (International).
    • Chemicals: fixed-price shipping due to hazardous handling.
    • Screws & Fasteners: often classed as oversize due to weight.
    • Contactless delivery may apply with our freight partners.

    International Orders

    • Duties & taxes: Your country may charge import duties, VAT/GST, or brokerage fees. These are the customer’s responsibility and are not included at checkout unless stated.
    • Customs delays: Transit estimates exclude time held by customs.
    • Restricted items: Some products (e.g., chemicals) can’t ship internationally. If ordered, we will contact you with options.

    Returns

    Damaged, Incorrect, or Shortages
    • Damaged / Not as described: email Customer Service immediately with photos of the item, packing, and shipping label so we can advise next steps.
    • Shortages: notify us within 48 hours of delivery via email. Keep all packaging until we resolve it.
    • Manufacturer’s warranty faults: return the item for inspection. Warranty covers product/material failure; it doesn’t cover normal wear & tear or misuse.
    Incorrect Size – Exchange Policy
    • Item must be unworn with all original tags, stickers, and packaging intact.
    • Initiate by returning the incorrect item with the original invoice within 3 business days of receipt.
    • We will ship the correct size (up to 0.5 kg) free of charge once the original item is received.
    • Customer is responsible for return shipping. Use a tracked service—we can’t be responsible for returns we don’t receive.
    Condition on Return Fee
    Opened bags, garment cleaning & restocking $14 AUD (incl. GST) per item
    Unopened packaging, as-new, intact $3 AUD (incl. GST) per item
    Opened, not in new packaging, tags not intact 40% of product value
    Shows signs of wear or use 80% of product value

    Hygiene: Underwear / first-layer garments are not returnable if opened.

    Sizes shown on the website are standard and returnable. Sizes outside this scope are special-order and cannot be returned or exchanged.

    How to Return
    1. Email us first for a Return Authorisation (RMA) number and instructions: support@craftsmanhardware.com.au. Returns without an RMA may be rejected.
    2. Include a copy of your original invoice and a short note stating what you want done and why (refund, exchange, warranty).
    3. Pack the item securely in original packaging (if available). Remove or cover old labels. Include the RMA number inside the parcel.
    4. Ship the parcel with a tracked service and email us the tracking/consignment number. Without tracking, we can’t verify return delivery.

    Helpful guide: Return a parcel – Australia Post (auspost.com.au).

    Refunds

    • Refunds are offered for products returned in line with the policies above.
    • Some items are non-refundable due to their nature, including sealed liquids and fasteners.
    • Unless otherwise stated, products for refund must be returned in original, unopened packaging.
    • Please allow a minimum of 10 business days for return refunds to be processed. You’ll receive an email once completed.
    • Original shipping charges are non-refundable unless we made an error.

    At checkout we estimate shipping/delivery based on item availability and your chosen carrier/service. Many shipping rates are weight-based; weights are listed on product pages where applicable.

    Problems After Delivery

    My tracking shows Delivered, but I can’t find it
    • Check around the property, letterbox, and with neighbours or building management.
    • Verify the delivery address on your order confirmation.
    • If ATL was authorised, see the Authority to Leave notes.
    • Email us so we can review the scan history and advise next steps with the carrier.
    No scans or delayed in transit
    • Delays can occur due to weather, network backlogs, or customs.
    • Once the carrier’s investigation window opens, we will lodge a trace and keep you updated by email.
    Failed delivery / Returned to Sender (RTS)
    • We will contact you when a parcel returns to us.
    • Re-delivery requires payment of re-shipping costs. Original shipping is non-refundable.

    Contact

    Questions? We’re happy to help.

    Last updated: 12/08/2025

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