Shipping policy
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At Clubhouse Engravings, we take care to prepare, package and dispatch every order as safely and efficiently as possible. As many of our products are personalised, custom engraved or made to order, please review the following information before placing your order.
Order Processing & Production Times
Many Clubhouse Engravings products are made to order and/or customised specifically for you. Production times may vary depending on the product, level of customisation and current order volume.
Any production or turnaround times displayed on our website are estimates unless otherwise stated.
Shipping time is separate from production time and begins once your order has been completed and dispatched.
During busy periods, promotions, public holidays or periods of high order volume, processing times may be longer than usual.
Australian Shipping
Orders within Australia are shipped using Australia Post or another suitable courier or delivery service selected by Clubhouse Engravings.
Where tracking is available, tracking information will be provided once your order has been dispatched.
Delivery timeframes displayed at checkout, on our website, or provided by a courier are estimates only and are not guaranteed.
Once an order has been handed over to the courier or postal service, delivery is outside the direct control of Clubhouse Engravings. We are not responsible for delays caused by Australia Post, couriers or other delivery providers, including delays caused by weather, network disruptions, peak periods, public holidays or other circumstances outside our control.
International Shipping
Clubhouse Engravings ships selected products internationally.
International delivery times can vary significantly depending on the destination country, local postal services, customs processing and other factors outside our control.
Estimated international shipping times are provided as a guide only and are not guaranteed.
International orders may be subject to customs inspections, import duties, tariffs, VAT, taxes, brokerage fees or other charges imposed by the destination country.
The customer is solely responsible for paying any applicable tariffs, customs duties, import taxes, VAT or other fees associated with their order. These charges are not included in the product price or shipping cost unless specifically stated otherwise.
Clubhouse Engravings is not responsible for unpaid customs charges, tariffs, duties, taxes or other fees imposed by the destination country.
If an international order is refused, abandoned, held, destroyed or returned to us because the customer has failed or refused to pay applicable customs charges, duties or taxes, Clubhouse Engravings is not responsible for any resulting loss, fees or additional shipping costs.
Any costs incurred in returning or resending the parcel may be deducted from any refund that Clubhouse Engravings is legally required to provide.
Customs & Import Restrictions
Customers placing international orders are responsible for ensuring that the products they purchase can legally be imported into their destination country.
Clubhouse Engravings is not responsible for delays, seizures, rejection or additional charges resulting from customs regulations, import restrictions or local laws in the destination country.
Shipping & Courier Delays
Once your order has been dispatched and accepted by the shipping provider, the delivery process is managed by that provider.
Clubhouse Engravings is not responsible for courier or postal shipping times or delays that occur after dispatch.
This may include, but is not limited to, delays caused by:
- Courier or postal network delays
- Customs processing
- Severe weather or natural events
- Public holidays
- Peak shopping periods
- Industrial action
- Incorrect or incomplete delivery information
- International border or transport disruptions
- Circumstances outside our reasonable control
If you require an order by a particular date, we recommend ordering well in advance. We cannot guarantee delivery by a specific date unless expressly agreed to by Clubhouse Engravings in writing.
Tracking
Where tracking is available, customers are responsible for monitoring their tracking information and making reasonable arrangements to receive their parcel.
Tracking information may take some time to update after dispatch.
A lack of immediate tracking updates does not necessarily mean that a parcel has been lost or has not been dispatched.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your shipping details carefully before completing checkout.
If you notice an error after placing your order, contact us as soon as possible. We will make reasonable efforts to update the address if the order has not yet been dispatched, but we cannot guarantee that changes can be made.
Clubhouse Engravings is not responsible for orders delivered incorrectly or returned due to an incorrect, incomplete or outdated address supplied by the customer.
If an order is returned to us due to an incorrect address or unsuccessful delivery, additional postage charges may apply before the order can be resent.
Authority to Leave & Safe Drop
Where a customer or delivery provider authorises a parcel to be left unattended or in a safe location, responsibility for the parcel may transfer in accordance with the applicable carrier's terms once delivery has been recorded.
Customers should select a secure delivery location wherever possible.
Lost Parcels
If your tracking information indicates that your parcel may be lost in transit, please contact us so we can assist with lodging an enquiry with the relevant shipping provider where appropriate.
Courier investigations can take time, particularly for international shipments.
We will work with the shipping provider to investigate genuinely lost parcels; however, we cannot control the courier's investigation process or timeframe.
Damaged Orders
We take care to package orders appropriately before dispatch.
If your order arrives damaged, please contact us as soon as reasonably possible after delivery and provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the packaging
- A description of the damage
Please retain the original product and packaging while the issue is being assessed, as this may be required for a courier claim.
Where an item is confirmed to have arrived damaged, we will provide an appropriate remedy in accordance with applicable Australian Consumer Law.
Customised & Personalised Products
Many Clubhouse Engravings products are custom made, personalised or engraved specifically for the customer.
Please carefully check all names, initials, dates, wording, images, logos and other personalisation information before submitting your order.
Once production or engraving has commenced, personalised or customised orders generally cannot be changed or cancelled.
We do not offer refunds or exchanges for change of mind on customised, personalised or made-to-order products.
This includes errors in personalisation information supplied or approved by the customer.
If we make an error in producing your customisation, or if the product is faulty or arrives damaged, please contact us so we can assess the issue and provide an appropriate remedy.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Change of Mind
We do not offer change-of-mind refunds on customised, personalised or made-to-order products.
For non-customised products, any applicable return or refund conditions will be governed by our Refund Policy and your rights under Australian Consumer Law.
Original shipping charges are generally non-refundable for change-of-mind returns unless required by law.
Orders Returned to Sender
If a parcel is returned to Clubhouse Engravings because it was unclaimed, refused, incorrectly addressed, or because applicable customs duties or taxes were not paid, we will contact the customer where possible.
The customer may be required to pay additional shipping costs before the order is resent.
For customised or personalised products, a returned parcel does not automatically qualify for a refund simply because delivery was refused, unsuccessful or customs charges were unpaid.
Separate Shipments
In some circumstances, products within the same order may be shipped separately. Where this occurs, you may receive multiple parcels and tracking numbers.
Shipping Costs
Shipping costs are calculated at checkout where applicable and may vary depending on the destination, parcel size, weight and shipping method.
Additional charges imposed after dispatch by customs authorities, governments, postal services or international carriers are the responsibility of the customer unless otherwise required by law.
Contact Us
If you have any questions regarding shipping, tracking, damaged items or your order, please contact Clubhouse Engravings through the contact details provided on our website.
We will always make reasonable efforts to assist with shipping issues; however, courier operations, customs processing and international delivery networks remain outside our direct control.