Shipping Policy

Thank you for visiting and shopping at Kustom Kup Giftware. Following are the terms and conditions that constitute our Shipping Policy.

Our current processing time is 7 business days for regular orders or 3 business days for rush orders, plus shipping times. Please note a rush order only fast tracks your order for the processing time, not shipping. The shipping method you choose on checkout will be used.

What are your delivery timeframes?

Once you’ve received your order confirmation email, please allow:

Metro delivery: Within 7 business days
Regional delivery: 7 – 14 business days
Remote delivery: Within 21 business days

Please note, your order may arrive in multiple packages from multiple carriers. Tracking information will be emailed to you upon dispatch.

Allow 4 business days from placing your order, for the delivery details to be confirmed by email.

We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. We guarantee your order will be shipped within the above specified time frames, however once the parcel has been collected for delivery it is outside of our hands and have no further control over the delivery timeframes.

Who will deliver my order?

We use several carriers to deliver our online orders. Depending on your order, it will be shipped with one or more of the below carriers.

Australia Post
Sendle
Fastway
Couriers Please

The tracking link in your shipping confirmation email(s) will take you directly to the carrier’s website to track your package.

Can I change my delivery address after my order has been placed?

No, you can’t change your delivery address once your order has been placed.

Once you receive your shipping confirmation email, it may be possible for the carrier to change your delivery address or redirect your order. Please contact the carrier directly.

What is authority to leave?

When you give authority to leave, you’re allowing our carriers to leave the package unattended at your address without a signature.
Please note:

If the carrier believes the location is not secure, they will not leave the package unattended
If you opt to leave your order unattended, Kustom Kup Giftware will not be responsible for any lost or stolen packages

I gave authority to leave, but the carrier didn’t leave my package. Why?

Safely delivering your package is our carriers’ priority. If the carrier believes the location is not secure, they will not leave the package unattended.

What if I’m not home when my order arrives?

If you provide authority to leave during checkout, you’re allowing our carriers to leave the package unattended at your address without a signature.

If the carrier believes the location is not secure, they will not leave the items unattended

If you don’t provide authority to leave, our carriers will leave a note directing you with next steps.

For Australia Post deliveries, your package will be left at a nearby collection point (e.g. pharmacy, newsagent or post office)
For other courier services, you will be left a calling card and provided further instructions to arrange collection/re-delivery of your parcel.

Will I have to sign for my delivery?

If you provide authority to leave during checkout, you will not be required to sign for your delivery.

If you don’t provide authority to leave, you may be required to sign for your delivery.

I didn’t pick up my package from the collection point, and it’s been returned to Kustom Kup Giftware. What happens now?

Once the package is returned to our store, we will contact you advising of the return parcel. We will then re-arrange an alternative collection method or re-delivery at an additional fee which you will be responsible to pay.

The carrier has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?

In rare cases we may not be able to deliver to certain addresses that our carriers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.

We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please advise us of this during the checkout process.

Damages

Kustom Kup Giftware is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Customs, Duties and Taxes

Kustom, Kup Giftware is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).