Shipping policy

Delivery Timeframe: All orders are dispatched on Tuesdays and Thursdays each week. Please note that delivery times exclude production time. The typical production time for most items is 2-5 business days. Specific product descriptions may indicate the production time, which depends on the order's quantity and size. This timeframe does not include shipping. Kindly consider both production and shipping times. For urgent orders, please contact Stickerman directly.

Delivery Provider / Courier Arrangements: Clients have the option to arrange their own delivery provider or courier. When checking out, select "Local Pick up" and contact us directly to coordinate a receiver-pays collection.

Lost or Delayed Packages:

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

6. 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

 

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