Kebijakan pengiriman

Shipping Policy

Our display frames are made to order and prepared specifically for each customer's selected configuration.

Current production and processing time is up to 10 business days prior to dispatch.

This timeframe allows for production, preparation, quality checking and packaging before the order enters the shipping network.

Production time is separate from courier transit time. Shipping estimates shown on our store refer to the period after an order has been dispatched unless otherwise stated.

Business days generally exclude weekends and applicable public holidays.

The Card Collective offers Complimentary Worldwide Express Shipping to eligible destinations where advertised on our store.

International orders are generally dispatched using established express courier services including UPS, TNT, DHL or FedEx. The courier used for a particular order is selected based on the destination, package size, service availability, routing and other logistical requirements.

For domestic Australian orders, suitable shipments may also be dispatched using Australia Post Express Post where appropriate. Australia Post is Australia's government-owned national postal service and operates an established domestic delivery network. Express Post may be selected where the parcel size, destination and available service make it an appropriate express delivery option.

Larger or oversized Australian orders may instead be dispatched using TNT or another suitable express or specialist carrier where required by the parcel dimensions, weight or destination.

Express courier transit is typically advertised by the relevant carrier as approximately 2–5 business days after dispatch. This timeframe applies to the courier transit stage only and is separate from our production and processing time of up to 10 business days prior to dispatch.

The 2–5 business day timeframe is an estimate supplied or advertised by the applicable courier and is not a guaranteed delivery date by The Card Collective. Actual transit times may vary depending on the destination, customs or border processing, remote-area service, carrier network conditions, weather, peak periods and other circumstances outside our direct control.

The specific courier used may vary between orders depending on destination and service availability. A particular courier cannot be guaranteed unless expressly agreed with The Card Collective before purchase.

Tracking information will be provided after dispatch where available so customers can follow the progress of their shipment.

Due to the size and protective packaging requirements of our display frames, products may be individually packaged in separate protective shipping boxes.

Orders containing multiple items may therefore be dispatched in separate parcels, travel through the shipping network separately, or receive more than one tracking number.

Separate parcels belonging to the same order may also arrive on different days depending on carrier processing and routing.

Receiving one parcel from a multi-item order does not necessarily mean that the remaining items are missing. Please check all tracking information supplied for the order.

Where Complimentary Worldwide Express Shipping applies, separate packaging does not mean that an additional shipping charge will be requested after purchase.

Once an order has been dispatched, available tracking information will be provided so customers can follow the shipment's progress.

Tracking information may not update immediately after dispatch. Carriers may require time to scan, process or transfer parcels between facilities before a new tracking event appears.

A period without a new tracking update does not necessarily mean that a parcel has been lost.

If tracking has not updated for an extended period or you believe there may be an issue with your shipment, please contact us with your order number and tracking information so the shipment can be reviewed.

Delivery timeframes depend on the destination, courier service, carrier network, customs processing and other logistical factors.

Transit estimates displayed by The Card Collective are based on delivery estimates supplied or advertised by the applicable courier service, including UPS, TNT, DHL, FedEx or Australia Post where relevant.

These estimated delivery periods are provided as guidance only and are not guaranteed arrival dates. Courier transit times may change or be affected by circumstances outside The Card Collective's direct control.

Delays can occasionally occur due to circumstances including:

• carrier network disruptions
• customs or border processing
• weather events
• peak delivery periods
• remote-area delivery requirements
• local delivery disruptions
• incorrect or incomplete delivery information
• other logistical circumstances outside our direct control

Once an order has been dispatched, a courier delay by itself does not automatically qualify the order for cancellation or refund.

If a shipment appears substantially delayed, please contact us so the tracking information and available carrier details can be reviewed.

The Card Collective ships to customers in many destinations worldwide.

For direct orders placed through The Card Collective website, applicable import duties and customs charges are intended to be covered in accordance with the shipping terms offered by our store.

Customs authorities, carriers and local processing requirements vary between destinations. In some circumstances, a carrier or local authority may still issue an unexpected request for customs or import payment.

If you receive an unexpected customs or import charge relating to a direct website order, please contact us and provide any available supporting documentation, such as the customs notice, carrier invoice, payment request or other relevant correspondence, so the charge can be reviewed.

If an unexpected customs or import charge has already been paid, please retain and provide proof of payment together with the supporting documentation so the circumstances can be reviewed.

Please do not assume that an unexpected payment request is automatically valid or covered until the documentation has been reviewed.

Taxes, VAT, GST or similar amounts collected directly by third-party marketplaces may be calculated and administered by the relevant marketplace according to local requirements and are separate from direct website orders.

Customers are responsible for ensuring that the delivery address and contact information provided at checkout are complete and accurate.

If you notice an error in your delivery information, please contact us as soon as possible.

If the order has not yet been dispatched, we will review whether the delivery details can still be updated.

Once an order has been dispatched, an address change, carrier redirect or parcel interception cannot be guaranteed and will depend on the carrier and shipment status.

If a parcel is returned because an incorrect or incomplete address was supplied by the customer, additional reshipping costs may apply before the order can be sent again.

Orders lost as a direct result of incorrect or incomplete delivery information supplied by the customer may not qualify for replacement or refund, subject to any rights available under applicable consumer law.

Because our display products are made to order, production, preparation and fulfilment may begin before an order is dispatched.

Orders may be cancelled within 12 hours of purchase, provided production, material preparation or fulfilment has not already commenced.

Once the initial 12-hour cancellation period has passed, change-of-mind cancellations are not eligible for a refund to the original payment method.

This applies even where the parcel has not yet been dispatched, as manufacturing, customisation, material allocation, quality control, packaging or other fulfilment processes may already have commenced.

If an order has not yet been dispatched, the customer may contact The Card Collective to ask whether the order can still reasonably be stopped.

Where circumstances reasonably allow, The Card Collective may, at its discretion, approve cancellation for store credit only.

Store credit is a discretionary goodwill option and is not guaranteed simply because the order has not yet been dispatched.

Store credit may be declined where production, material preparation, customisation, manufacturing, packaging, fulfilment or other significant non-recoverable costs have already been incurred.

Any store-credit cancellation must be expressly confirmed by The Card Collective. Submitting a cancellation request does not automatically stop production, preparation or fulfilment.

This rule applies to change-of-mind cancellations only and does not limit rights relating to faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable consumer law.

If you no longer wish to receive an order that has already entered production, fulfilment or shipping, please contact The Card Collective before refusing, rejecting or intentionally failing to accept delivery.

Refusing, rejecting or intentionally failing to accept a shipment does not automatically cancel the order and does not create an entitlement to a refund or store credit.

If the initial 12-hour cancellation period has already passed, refusing delivery does not restore or create a right to a change-of-mind refund to the original payment method.

Once an order has been dispatched, we cannot guarantee that the shipment can be intercepted, redirected or returned before delivery.

If a customer refuses, rejects or intentionally does not accept delivery and the carrier returns the parcel, the shipment may incur additional return shipping, carrier, handling, customs or other logistics charges.

Where permitted by applicable law, costs reasonably incurred as a result of an unapproved refused or unaccepted delivery may be taken into account when determining any applicable store credit, reshipment or other resolution.

For change-of-mind situations arising after the initial 12-hour cancellation period, any discretionary cancellation remedy remains subject to the same store-credit-only rules described above. Store credit is not guaranteed.

Any potential store credit, reshipment or other resolution will ordinarily be assessed after the returned parcel has been received or otherwise accounted for and its condition has been reviewed.

Made-to-order products remain subject to the applicable cancellation and change-of-mind conditions even where delivery is refused or intentionally not accepted.

A refused or unaccepted shipment should therefore not be treated as an approved return, and customers should not refuse delivery on the assumption that doing so will automatically result in a refund or store credit.

If an order is being refused because the customer believes the item is faulty, damaged, incorrect or otherwise not as ordered, please contact The Card Collective so the issue can be handled under the appropriate returns or consumer-guarantee process rather than refusing the shipment without prior review.

Nothing in this section limits any rights or remedies that cannot lawfully be excluded under applicable consumer law.

If tracking shows your parcel as delivered but you cannot locate it, please first check:

• the delivery address and location shown in the tracking information
• safe or concealed locations around the property
• household members or other occupants
• nearby neighbours where appropriate
• building reception, concierge or parcel collection areas where applicable

If the parcel still cannot be located, please contact us with your order number and tracking information so the available delivery information can be reviewed.

A carrier delivery scan does not automatically result in a replacement or refund. Where appropriate, the circumstances may first need to be reviewed using the available tracking, delivery and carrier information.

Where a parcel has been correctly delivered and is subsequently lost, misplaced or stolen after delivery, replacement or refund may not be available, subject to applicable consumer law.

If your order arrives damaged during shipping, please notify us within 48 hours of the recorded delivery time so the issue can be documented and, where applicable, raised with the shipping carrier.

If the parcel appears visibly damaged when it arrives, we recommend photographing the package before opening it where reasonably possible.

Please contact:

contact@thecardcollective.au

Include your order number and clear photographs showing, where applicable:

• the external shipping box
• shipping labels where relevant
• the internal packaging materials
• the product itself
• the affected or damaged area

Photographs and supporting information are required so the circumstances can be properly assessed and documented.

Please retain the original product and packaging while the claim is being reviewed. Do not discard the shipping box or packaging until the matter has been resolved or you have been advised that they are no longer required.

Shipping damage reported after 48 hours from the recorded delivery time may not be eligible for a courier damage claim because carrier reporting and evidence requirements can be time-sensitive.

A report of damage does not automatically confirm that a product qualifies for replacement or refund. Once the available information has been reviewed, an appropriate resolution may include replacement of the affected component, replacement of the complete product, or a refund, where appropriate, in accordance with our Returns & Refunds Policy and applicable consumer law.

If an approved damaged item needs to be returned, the applicable return process and return shipping arrangements will be provided by The Card Collective. Please do not return a damaged item before receiving return instructions.

If tracking indicates that a shipment may be lost, returned to sender or otherwise undeliverable, please contact us so the shipment can be reviewed.

A lack of tracking movement alone does not automatically confirm that a parcel has been lost.

Where appropriate, additional time or carrier investigation may be required before a shipment can be formally treated as lost.

If a shipment is confirmed as lost in transit, the appropriate resolution will be determined based on the circumstances of the shipment and our applicable Returns & Refunds Policy.

If a parcel is returned to sender because of an incorrect address, failed delivery, refusal, non-collection or another delivery issue, please contact us before any reshipment arrangements are made. Additional shipping charges may apply where the return was caused by circumstances attributable to the recipient.

Once an order has been dispatched, it cannot ordinarily be cancelled simply because the customer no longer wishes to wait for delivery.

If the initial 12-hour cancellation period has passed, dispatch does not create or restore eligibility for a change-of-mind refund to the original payment method.

Delivery delays or temporary gaps in tracking do not automatically qualify an order for cancellation or refund.

If you believe there is a genuine problem with a shipment, please contact us so the order and tracking information can be reviewed before further action is taken.

Eligible returns after delivery are handled separately in accordance with our Returns & Refunds Policy and any applicable consumer rights.

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation, including the Australian Consumer Law where applicable.

Where a customer's statutory consumer rights provide a remedy beyond the procedures described in this policy, those statutory rights will continue to apply.

If you have questions about shipping, tracking or delivery, please contact us via:

WhatsApp: +61 493 227 778
Email: contact@thecardcollective.au

When contacting us about an existing shipment, please include your order number and, where available, your tracking information so the enquiry can be reviewed efficiently.

Please use the number above for WhatsApp messages only. Standard SMS/text messages are not monitored as a customer support channel.