1. Shipping Methods & Coverage

• Australia-Wide Delivery: We ship to all Australian postcodes, including metropolitan, regional, and remote areas, serving homes and businesses nationwide.
• Carriers: We use trusted Australian couriers to ensure secure and timely delivery. The carrier is selected based on your location and order size for optimal service.
• Product Types:
  • Under-sink filters and compact systems: Shipped via standard parcel services.
  • Whole-home filtration systems: May require freight shipping due to size/weight, with details confirmed at checkout.

2. Delivery Timelines

• Order Processing: Orders are processed promptly after payment confirmation, excluding public holidays.
• Delivery Estimates: Timelines depend on your location (metropolitan, regional, or remote) and are provided at checkout based on your postcode.
• Installation Coordination: Delivery is often paired with our licensed plumber installation service. Upload a photo of your sink on our website to receive a tailored delivery and installation schedule.
• Delays: Unforeseen circumstances may affect delivery. We’ll notify you via email or SMS with updates.

3. Shipping Costs

• Cost Calculation: Determined at checkout based on your postcode and order size/weight. Larger systems may require custom freight quotes.
• Installation Fees: Separate from shipping costs and quoted based on system type . Delivery aligns with installation for convenience.
• Taxes:  No additional duties apply for domestic Australian shipments.

4. Order Tracking & Notifications

• Upon shipment, you’ll receive a tracking link via email.
• Track your order through our website’s tracking portal or the courier’s platform.
• For queries, use our website’s contact form for a quick response.

5. Delivery Requirements

• Accurate Address: Provide a complete delivery address, including unit/apartment details. We’re not responsible for delays due to incorrect information.
• Signature: Required for high-value orders. You may provide safe drop-off instructions if unavailable.
• Authority to Leave (ATL): Select at checkout for non-signature delivery (at your risk for loss/theft).
• Business Deliveries: Include “business” in order notes for coordinated office access.

6. International Shipping

• We currently ship only within Australia, focusing on local households and businesses. Contact us for export inquiries.

7. Returns, Refunds & Damaged Goods

• Unopened Products: Returns accepted within 30 days under Australian Consumer Law for unused items in original packaging. Return shipping is at your expense unless the item is faulty.
• Damaged/Defective Items: Inspect upon receipt and report issues within 48 hours via our contact form with photos. We’ll arrange free replacements or returns.
• Installed Systems: Post-installation returns are handled case-by-case, with manufacturer warranties applied
• Refunds: Processed to your original payment method after return approval. Shipping fees are non-refundable unless due to our error.

8. Sustainable Packaging

• We use eco-friendly, recyclable packaging to reflect our commitment to health and sustainability.
• Products are securely packed to prevent damage during transit.

9. Policy Updates

• We may revise this policy to enhance our services. The latest version is available on our website, and significant changes will be communicated to registered customers.