Shipping & Refunds
We ship our products with various courier companies in order to get you the best shipping price for your area. Every courier company has “their area” and this ensures you get the best quote. Every parcel comes with tracking at no extra cost and we don’t charge you for insurance. We believe damaged goods are our fault, not yours.
We are careful to package our items to best minimise any breakages during transit whilst doing our absolute best to keep our materials as environmentally friendly as possible. Your artwork is protected by a solid wooden layer, then wrapped for shock absorption and (in the case of our large items) placed snuggly in a cardboard box (much like a pizza, but better!). For our small and medium sized items, we currently use a parcel bag (we are working on getting boxes made for these too).
Usually, 90% of our packaging materials can be repurposed or recycled.
Although we take great care to ensure your items arrive undamaged, we do understand that accidents can happen and in the unlikely event that your item is damaged in transit, we will happily send a replacement. Please continue reading for terms and conditions and how to make a claim.
Replacements due to damage
Unlike some of our competitors, should your item arrive damaged, we will happily send a replacement however if you suspect your item is damaged, you must within 24 hours of the item being delivered:
- Take a photo of the outside of the package before you unwrap your item. (recommended but if you were too excited and forgot the photo, just take one of the damaged packaging too)
This helps us to determine if the cause of the damage is due to rough handling with our couriers or if the issue is with our packaging.
- Once you have taken photos of the outside damage, please unwrap and inspect the contents inside and photograph any damage to the item itself.
- Please then send all photos to us at [email protected] or text to 0477 989 655 with your name or order number for identification purposes.
If we determine the damage to have occurred during transit, we will have a replacement on its way, at no cost to you, as soon as possible.
Don’t worry, we aren’t super strict with this stuff, and we aren’t trying to deny you a replacement. Damage simply is just not something we deal with (which is good!) so all information helps us mitigate future issues.
100% Risk Free Guarantee
If you are not totally satisfied with your purchase, please email [email protected] or call us on 0477 989 655 as we would love the opportunity to resolve any issues you may have as part of our nothing to lose, 100% risk free guarantee.
We take great care to ensure our items are as accurately represented on our website as possible however, if you feel the item is not as advertised, we will happily offer a full refund including shipping costs upon the safe return of your item. Please continue reading for terms and conditions.
Refunds and Exchanges
To be eligible for a refund or exchange your item must be unused and in the same condition that you received it. You must advise us within 24 hours of the item being delivered if you wish to receive a refund or exchange. We will work with you to help you get it back to us.
You must return your item, undamaged, to:
Laser Art Australia
Shop 12, 50-52 Kremzow Road
Brendale, QLD 4500
You may be responsible for the upfront cost of returning your item depending on the circumstance and your location, however we will refund the shipping fee along with the rest of your refund. Please keep a receipt of the postage and send this to us as soon as you can along with tracking details.
Once we receive your item, we will advise if you are eligible for a refund and if approved, we will initiate the refund to your original payment method. Funds can take up to 3-5 business days to appear in your account depending on your financial institution. Under no circumstances will refunds be given by Cash unless your original payment method was the same.
If you have requested an exchange (to the same or lesser value) we will have it shipped to your original postal address as soon as possible and at no cost to you.
We use a third party courier platform called “Shippit” to help calculate your postage, and to organise the many couriers we are connected with.
Shippit will send you tracking emails on our behalf so keep an eye on your emails and make sure to check your SPAM folder just in case. You may also receive a text message with tracking information depending on your parcels shipping journey.
Included in your tracking email will be a phone and tracking number which enables you to speak directly with the courier to find further information on any delay or issue with your package(s). This is often the best place to start if you are concerned about the delivery taking longer than expected.
We guarantee your parcel will be booked for pickup within 5 working days from payment received. Once your parcel is in the hands of our couriers, we unfortunately get the same tracking information as you do so if you believe your parcel is taking longer than usual, we recommend you raise a query with them first.
Depending on location and courier, we are experiencing the below shipping timeframes:
Domestic Australia Wide
Standard Shipping – 2 to 8 days
Express Shipping – 1 to 3 days
Local Pickup – (Ready for pickup in 5 days from payment)
We are very new to international shipping and the below timeframes may be unreliable. If you would like a better idea on timeframe to your address, please send us a message with your address and what you are looking to order so we can organise an accurate shipping quote.
International Shipping (Canada, New Zealand, United States of America and United Kingdom)
Shipping – 32 to 88 days