FAQ - Installation & Shipping

Installation & Shipping

Q: Do you offer installation services?  Yes, installation services are available on the Sunshine Coast only for Stickerman products.  Please contact us directly for costs and scheduling.

Q: Do you ship to all locations?  We ship to all locations in Australia that are serviced by Australia Post or a courier service.

Q: What if I place an order and I have entered the wrong shipping address? Please contact us right away so we can change the address if it has not left our store.  If we have already posted your order, you will need to place a new order as we cannot recover it once it has left our premises.

Q: What if I have trouble applying stickers with small letters?  For difficult applications with small letters, try turning the sticker over (transfer paper side down) and giving it a good rub, or pinch the letters between your fingers to help with transferring.

Q: Do you keep files for reordering?  Yes, files are stored for reordering purposes.

Q: Do you offer product samples?  Sample sets for prospective customers are in development. In the interim, you can visit the store to see samples or have them mailed at the cost of postage.

Examples of services that we do not provide are: window tinting, vehicle or boat wrapping (our vinyl will not conform in all directions), large signage projects that require fabrication such as pylons, illuminated signs, etc.

Stickerman Customer Service Policies

Returns, Refunds, and Damaged Items Policy

1. Our Commitment

At Stickerman Australia Pty Ltd, we strive to deliver top-quality custom products promptly. We are committed to customer satisfaction and will work to resolve any issues that arise with your order.

2. Quality and Satisfaction

Custom Order Policy

• All orders are custom-made to customer specifications

• Returns for non-quality reasons (change of mind, wrong size, different product preference) are not accepted

• Color variations between screen displays and printed products may occur

• Customers should specify Pantone (PMS) colors before proof approval for accurate color matching

• Stickerman is not responsible for print errors approved in provided proofs

Print Error Resolution

If an error occurs during setup at Stickerman's fault and no proof was ordered:

• 100% product replacement, including shipping costs

• New order will be prioritized for production

3. Return Eligibility and Process

Timeframes

• Quality issues must be reported within 14 days of delivery

• Shipping damage must be reported within 10 business days of delivery

Reporting Process

Please email us with:

• Order number/reference

• Clear photographs of issues/damage

• Description of the problem

• Delivery address and contact details

• Preferred resolution (replacement or refund)

4. Shipping Issues

4.1 Missing Packages

• Customers are responsible for tracking their own packages using the provided tracking number

• Package is considered missing after:

• Domestic: 5 business days after expected delivery date

• International: 20 business days from posting date

• Process for missing packages:

• Customer must monitor tracking through Australia Post website

• Customer must wait required timeframe before reporting missing

• Customer should contact Stickerman via email with:

• Order number

• Tracking number

• Screenshot of tracking status

• Confirmation package is missing

• At customer's request, Stickerman can submit compensation claim with Australia Post

• Claims limited to $100 value plus postage where applicable

• Processing time: 5-10 business days

• Customer will be notified of claim outcome

4.2 Damaged Packages

Insurance Coverage

• All packages are automatically insured up to $100 value

• Insurance covers both product value and postage costs

• Claims are processed with Australia Post by Stickerman on behalf of customers

• Coverage is subject to Australia Post terms and conditions (auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation)

Customer Initial Report

• Customers must report damaged packages via email within 10 business days of delivery

• The email must include:

• Clear photographs of the damaged package & products (showing all damage clearly)

• Order number/reference

• Description of the damage

• Delivery address and contact details

• Preferred resolution (replacement or refund)

Initial Assessment

• Stickerman staff will review the submitted photos and damage report within 2 business days

• If fault is determined to be with Stickerman:

• Customer will be offered a replacement or refund

• Return of damaged goods may be required (see Return Process below)

• If fault appears to be with shipping:

• Case will proceed to Australia Post investigation

• A case file will be created with all relevant information

• Customer will receive confirmation of receipt of their damage report including next steps

Australia Post Investigation Process

• If an Australia Post investigation is required:

• Customer must take both the damaged packaging AND contents to an Australia Post retail outlet (not a Licensed Post Office)

• Customer should reference their tracking number and Case Number if provided

• Australia Post will complete a damage assessment form at the location

• The package and contents will remain with Australia Post during the investigation

• Investigation typically takes 5-10 business days

• Customer should retain any case number provided by Australia Post and forward to Stickerman

Claims and Resolution Process

• Stickerman will handle the entire claims process with Australia Post on the customer's behalf

• No refunds or reprints will be processed until Australia Post has completed their investigation

• Upon approval of claim:

• Customer will be refunded or credited up to $100 based on Australia Post approval

• Postage credit will be applied where approved by Australia Post

• Refund/credit will be processed within 7 business days of claim approval

• If claim is denied:

• Customer will be notified with explanation within 2 business days

• Alternative resolution options may be discussed

Return Process

• If Stickerman requests return of damaged goods:

• Items must be shipped to: Stickerman Returns 2/114 Aerodrome Rd Maroochydore QLD 4558

• Package must be clearly marked as "Damage Return"

• No refund or reprint will be processed until damaged goods are received

• Stickerman will cover return postage costs:

• Customer must provide bank account details for postage reimbursement (BSB and Account Number)

• Return tracking number must be provided to Stickerman

• Reimbursement will be processed within 3 business days of receiving tracking number

Stickerman reserves the right to modify this policy without prior notice. Last updated: April 2025