Shipping & Returns
Order Processing is the method in which, an order is placed, and received, processed for scheduling with warehouse for packing and shipping. Order Processing is conducted, one order at a time, and based on your shipping method at check-out will be flagged as either a standard, economy or priority processing required.
Due to the wide range of products available at Craftsman Hardware, order processing requires us to seperate an order into the products available in each area of the warehouse, and create a packing schedule in which it will be picked and packed.
This process alone, you should allow 1 business day for, as it is a service based product. Once your order has been processed and sent through to the warehouse, it will be picked according to its place in the queue.
| Components | Processing | Picking | Packaging |
|---|---|---|---|
| Type of Charge | Service | Service | Consumable |
| Features | Padded Protection | Insurance | Timeframe |
|---|---|---|---|
| Free Shipping | |||
| Standard Packing | 8 BD | ||
| Economy Packing | 5 BD | ||
| Priority Packing | 2 BD |
Shipping and Returns
Contents of this page
- Types of Service and Shipping
- Order Processing Times
- Order Changes
- Order Cancellations
- Order Shipping Information
- Oversize Products
- Returns
- Refunds
Order Processing Times
As soon as you have placed your order, you will receive a confirmation email from Craftsman Hardware. We will process your order as soon as possible. The processing time of your order can vary but generally will be done the same day or next business day. We kindly ask that you allow up to 10 business days for your order to be processed, packed and shipped in some circumstances, due to the current climate, we face delays in the processing of orders, such as special requests, modifications such as embroidery and other services that we provide.
An urgent order is considered something required within 2 weeks. If this is the case, you must choose priority shipping to avoid disappointment.
Order Changes
We aim to pack and dispatch orders to you as quickly as possible through the online system. Due to the nature of online shopping, orders cannot be changed or cancelled after you click for us to ‘Process order’ through the website www.craftsmanhardware.com.au
If you have ordered the wrong product or size, or want to change an item in your order, please contact us immediately by emailing us at admin@craftsmanhardware.com.au, or calling 0432 084 086 so that we can directly fulfil the requirements of your order, including all relevant details, order number that the order needs to go through. Where reimbursement or extra charges are required, it will need to be fulfilled prior to the shipment being sent.
We recommend for clothing and accessories purchased through Craftsman Hardware, you visit the manufacturers guidelines on choosing the right size and fitting clothes appropriately.
Order Cancellation
If your order is not in progress of processing at the warehouse, we can organize a refund for you. Please note, your refund may take up to 10 business days to be processed and clear through payment channels Square and PayPal.
However, if your order has been processed or dispatched, we can only refund you after the order has been delivered to you and returned to the warehouse in original unopened sealed shipping and product packaging condition. The shipping charges cannot be refunded. Your order must be returned within 14 days for a full product refund.
Pre-Order cancellations, forfeit the shipping charges and a 10% administration charge on cancellation of products requiring ordering in.
Shipping Information
As soon as your order is ready to ship, you will be notified of its progress and details regarding your shipment will be provided. Shipping to and from the warehouse varies with circumstances outside of our control, please keep this in mind throughout the process, although we will process and ship your products in the most efficient method as possible.
Oversized Products
Please note that new contactless delivery measures have been put in place by our delivery partners.
Oversized items are items that cannot be delivered by standard Australia Post services, due to size or weight. Orders over 22kg Domestically and 20kg Internationally fall into this category.
Chemicals of all kinds are a fixed price shipping due to the hazards. Please be aware that most Screws & Fasteners also fall into oversize products category due to their weight.
Reporting Damaged, Incorrect, or Shortages of Items
If you have received an item that is damaged or not as described, please contact one of our Customer Service Operators immediately. They will guide you through the process of returning the damaged item and receiving a replacement.
To report any shortages in your shipment, please notify us within 48 hours of receiving the goods. You can contact us via telephone or email to report any missing items.
Manufacturer's Warranty
In case of a fault under the manufacturer's warranty, please return the item to us for inspection. The manufacturer's warranty covers the failure of the product and/or materials used in the product. It does not cover normal wear and tear or damage caused by use.
If you are unsure about the right product for your application, please don't hesitate to call us. We will be glad to provide the best advice we can.
Incorrect Size Exchange Policy
If the item you received is of the wrong size and is still in unworn condition with all original tags, stickers, and packaging intact, you can return it for an exchange. Please note that the responsibility of returning wrong sized products lies with the customer. We recommend using a recorded or tracking shipping service for your return, as we cannot be held responsible for items not received or not trackable.
To initiate an exchange, please return the incorrect item with the original invoice within 3 business days of receipt of delivery. We will ship the correct sized item (up to 0.5kg) free of charge once we receive the original product return shipment.
Kindly note that additional shipping and restocking fees may apply for exchanges, depending on the product's condition:
- Opened bags, garment cleaning, and restocking: $14 AUD (incl. GST) per item
- Unopened packaging, as new, intact restocking: $3 AUD (incl. GST) per item
- Opened products not in new packaging, with tags no longer intact: 40% of the product value
- Products returned that show signs of wear or use: 80% of the product value
These fees will be deducted from the original invoice amount prior to issuing a refund, or added to the new invoice in case of an exchange.
Unfortunately any Underwear / First layer items are not returnable if opened this is for hygiene reasons and none other.
* Please note that sizes on the website are considered standard sizes and are returnable. Any sizes outside of this scope, are considered special order items, and cannot be returned or exchanged.
Refunds
Refunds are only offered to products received returned that follow the guidelines above. Some of our products are non-refundable due to the nature of the products including all sealed liquids and fasteners. Products in need of refunding are needed to be returned in original unopened packaging unless otherwise stated in the above guidelines.
To successfully return an item(s) please:
- Step 1: Attach a copy of the original invoice and write what needs to be done and why.
- Step 2: Prepare your parcel and include the completed return form inside.
- Step 3: Attach a return label to the outside of your parcel to Craftsman Hardware.
- Step 4: Drop your parcel off at your preferred shipping location and send tracking and recording numbers to Craftsman Hardware. Sending those numbers to us is important due to, once that parcel has been sent, unless we can track it, we cannot verify its return delivery to us.
How long will it take for my refund to be processed?
Please allow a minimum of 10 business days for returns refunds to be processed. You will be notified by email once your refund has been processed.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.
For more information about returning an order or product, visit Return a parcel - Australia Post (auspost.com.au)