Thank you for visiting and shopping at TWEN7Y PTY LTD.

 

Delivery 

We offer free standard delivery on all orders for over $60. For orders under $60, a standard delivery fee of $9.95 applies, regardless of your location in Australia. 

Orders shipped from Australia will be delivered within 3-10 business days*

Items shipped from outside Australia will have a lead time of 19-25 days*. 

This information will be displayed in the product description and delivery options in the cart.

In some cases, your order may arrive in two or more deliveries, especially when multiple items are sourced from different warehouses. If this occurs, you will see the number of shipments indicated on the checkout screen. However, you will only be charged a single delivery fee. 

Terms: Delivery times are indicative and not guaranteed, as they depend on product availability and delivery destination. 

Tracking: Once your parcel is shipped, you can track its status and estimated arrival by clicking the tracking link in your order update email. 

Terms and Conditions

 

The following information sets out the terms and conditions that constitute our Shipping Policy.

1.       Processing your Order 

An email confirmation is sent to your e-mail address after placing your order. Please keep this e- mail as proof of your purchase.

2.       Shipment Processing Time 

Processing time refers to the time it takes for us to prepare your order for shipping. 

After your payment is authorised and verified, all orders are processed within 2-5 business days. We will contact you if, for some reason, there are any delays.

3.       Shipment Locations

3.1.       Domestic Only

TWEN7Y PTY LTD does not ship internationally at this time. We ship domestic only - anywhere in Australia.

4.       Shipment rates and delivery estimates 

We strive to deliver your order as quickly as possible. After placing your order, you will receive an estimated delivery time. Please note that these times are indicative and should be used as a guide only, as they are not guaranteed. Weather delays and other unforeseen circumstances may affect delivery times. However, barring exceptional circumstances, we make every effort to fulfill your order promptly.

(a)         Standard Shipping

Items shipped from Australia will arrive within 3-10 business days

Items shipped from outside Australia will arrive within 19-25 business days

 

Standard Shipping costs $9.95

Free Shipping for all orders over $60

(b)         Please note:

(i)            Business day means Monday to Friday, except holidays.

(ii)           Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

(iii)          Products may be delivered in separate shipments.

(iv)          When placing your order, we consider these factors when calculating the Estimated Delivery Date:

(A)          Transit Time: The amount of time it takes your order to leave our warehouse and arrive at the local delivery carrier.

(B)          Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

(v)           Due to unforeseen circumstances such as natural disasters, store or stock outages, unavailable delivery timeslots and employee, courier or driver availability, packages to and from our facilities may be delayed. We appreciate your patience during this time.

(vi)          During high-demand periods (e.g. Easter, Black Friday/Cyber, Christmas, Boxing Day and other public holidays and key promotion periods), there may be delays in dispatch and delivery.

(vii)         We will not be responsible for the wrong shipping address if you provide incorrect information.

5.       Tracking Options 

TWEN7Y PTY LTD aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

5.1.       Domestic Only

All orders delivered within Australia automatically have tracking. 

6.       Damages 

Inspect your order upon reception and contact us immediately at info@twen7y.com.au if the item is defective, damaged, or incorrect.

Faulty goods must be reported within 30 days of receipt. 

7.       Missing or Lost Package 

There are several reasons why a package gets lost or becomes an exception. We’ve found that, often, the package is either in the building, on the premises or with a neighbour. TWEN7Y PTY LTD politely requests that customers look in common courier hiding spots. Please look around and let us know if you find it. If you haven't located your order, please contact us at info@twen7y.com.au to report missing or lost packages.

8.       Questions 

If you have any questions about the delivery and shipment of your order, please contact us at info@twen7y.com.au.

9.       Damage Claims Process 

To file a damage claim, customers must: (1) Take clear photos of the damaged packaging and contents upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right; (2) Retain all original packaging materials for inspection; and (3) Submit a written claim form with supporting documentation within 30 business days of delivery. Our team will investigate all claims within 10 business days of submission.

10.    Package Investigation and Liability 

If a package remains missing after an initial search, customers must report this within 7 business days of the expected delivery date. We will initiate an investigation with the courier service within 1 business day of receiving the report. While we will assist with tracking and claims, our liability is limited to the original purchase value of the items. Refunds or replacements will be processed only after completion of the investigation and confirmation of loss.