Application of this policy
This Shipping Policy relates to your purchase of any goods or services on our Website (https://coolfrank.co) and has been published under our Website Terms and Conditions, which are published here: https://coolfrank.co/pages/terms-and-conditions. This policy does not relate to refunds or returns, please see our Refund Policy at https://coolfrank.co/pages/refund-policy.
This Shipping Policy sets out information about how we deliver goods to you, and includes information about your entitlements, obligations, risks, and costs.
We may offer various options for delivery of goods or services that you purchase from us, and by choosing a particular option you accept that the relevant paragraphs below are incorporated by reference into the agreement between you and us.
None of the delivery options include insurance, unless otherwise stated on the Website.
Risk in the goods passes to you upon dispatch of your goods to the relevant carrier.
Free delivery/free shipping offer
If we offer free delivery on the Website, and you do not choose another option (if we offer any), then each of the following apply:
You must fulfil the conditions precedent in order to obtain the benefit of the free delivery offer (such as a minimum spend amount), and if you subsequently return any item or cancel an item, then you authorise us to charge your card, or other payment option with the additional amounts that would otherwise apply for shipping the goods or services to you;
We may deliver goods using Australia Post or other carrier at our discretion (unless we offer and you select a specific delivery service);
Despite clause 1.4 above, the free delivery offer does not include insurance;
The free delivery offer does include tracking and we will send you a link, or otherwise make the link available to you so that you may track your order;
The free delivery option does not apply to bulky items, which unless otherwise noted on the Website means any item or items that exceed 3 kg in weight;
We are not responsible for any loss or damage during transit, unless we have otherwise agreed in writing;
The free delivery offer does not apply to areas outside Australia, unless we expressly state otherwise on the Website; and
The free delivery offer may be withdrawn at any time.
Customer pickup is not available for our goods.
Courier (name not specified)
If you select delivery by courier (with no name, or where we list a number of couriers that we may use), then each of the following apply:
We may use any courier service at our discretion;
You must ensure that you provide your residential address or business address for delivery of your goods (please note that if you are ordering heavy goods and having them delivered to a residential address, some couriers may charge an additional fee for use of lifting equipment at your premises);
We may require that the goods are signed for at the specified address, or that other proof of delivery protocols are used (at our discretion);
Additional charges may apply if you are not available at your address at the time of attempted delivery (and we are not responsible for any such additional charges); and
The courier may require that you pick up the goods from their nearest depot if you are not available to sign for your goods at the time of attempted delivery.
If we provide you with specific options for which courier you would like to deliver your goods, then the provisions of clause 1.8 above apply, except item 1.8(a), and instead your goods will be dispatched to the named courier.
We are not responsible for non-delivery of your goods by a courier or other delivery service provider. However, if your goods are not delivered for any reason, please take the following steps and we will try to assist you to resolve the problem where we can:
Review any tracking information that is available at the link provided to you by us or the relevant delivery service provider;
If you have not received your goods, and the tracking information lists the goods as delivered, then we recommend that you immediately contact the delivery service provider, and if they do not offer to take steps to resolve the issue for you, please contact us;
If you have not received your goods, and the tracking information lists the goods as not-delivered, delayed, or similar, then you can contact the relevant delivery service provider for more information – please note that transport of goods can be subject to various delays, and this is outside of our control.
Damage in transit
We are not responsible for damage in transit. If your goods are damaged in transit please do the following:
If the damage is evident at the time of delivery, then you should not accept the goods, and have the delivery personnel note the damage and provide you with a reference for further communication with the delivery service provider. We recommend that you then raise a dispute with the relevant delivery service provider at your earliest opportunity. Please contact us and provide us with details of the damaged goods, so that we can then liaise with the delivery service provider when they contact us.
If the damage is not evident at the time of delivery, you should obtain photographic evidence of the damage upon opening the packaging, and notify the delivery service provider at your earliest opportunity – they may require that you lodge a dispute, and you should follow their procedures for doing so. Please contact us and provide us with details of the damaged goods, so that we can then liaise with the delivery service provider when they contact us.