Shipping Policy

At ETCHR, we take care to prepare, engrave, package and dispatch every order as safely and efficiently as possible.

As many of our products are personalised, custom engraved or made to order, please review the following information before placing your order.

Please Note No Weekend Dispatch: Orders ship Monday to Friday only.

Order Processing & Production Times

Many ETCHR products are made to order and/or personalised specifically for you.

Production times may vary depending on the product, the level of customisation required and our current order volume.

Any production or turnaround times displayed on our website are estimates unless otherwise stated.

Please note that shipping time is separate from production time. Delivery time begins once your order has been completed, packaged and dispatched.

During busy periods, promotions, new product launches, public holidays or periods of high order volume, processing times may be longer than usual.

Australian Shipping

Orders within Australia are shipped using Australia Post or another suitable courier or delivery provider selected by ETCHR.

Where tracking is available, tracking details will be provided once your order has been dispatched.

Any delivery timeframes displayed at checkout, on our website or provided by a delivery provider are estimates only and are not guaranteed.

Once an order has been dispatched and accepted by the postal or courier service, delivery is outside ETCHR's direct control.

ETCHR cannot be responsible for delays caused by Australia Post, couriers or other delivery providers, including delays resulting from weather, network disruptions, peak periods, public holidays or circumstances outside our reasonable control.

International Shipping

Where international shipping is offered, delivery times can vary significantly depending on the destination country, local postal services, customs processing and other factors outside ETCHR's control.

Estimated international delivery times are provided as a guide only and are not guaranteed.

International orders may be subject to customs inspections, import duties, tariffs, VAT, taxes, brokerage fees or other charges imposed by the destination country.

The customer is responsible for paying any applicable customs duties, tariffs, import taxes, VAT or other fees associated with their order. These charges are not included in the product price or shipping cost unless specifically stated otherwise.

ETCHR is not responsible for unpaid customs charges, tariffs, duties, taxes or other fees imposed by the destination country.

If an international order is refused, abandoned, held, destroyed or returned because applicable customs charges, duties or taxes have not been paid, ETCHR is not responsible for any resulting loss, charges or additional shipping costs.

Where permitted by law, costs associated with returning or resending the parcel may be deducted from any refund ETCHR is required to provide.

Customs & Import Restrictions

Customers placing international orders are responsible for confirming that the products they purchase can legally be imported into their destination country.

ETCHR is not responsible for delays, seizures, rejection, destruction or additional charges resulting from customs regulations, import restrictions or local laws in the destination country.

Shipping & Courier Delays

Once your order has been dispatched and accepted by the delivery provider, the delivery process is managed by that provider.

ETCHR cannot control courier or postal delivery times or delays that occur after dispatch.

Delays may include, but are not limited to:

• Courier or postal network delays
• Customs processing
• Severe weather or natural events
• Public holidays
• Peak shopping periods
• Industrial action
• Incorrect or incomplete delivery information
• International border or transport disruptions
• Other circumstances outside ETCHR's reasonable control

If you require your order by a particular date, we strongly recommend ordering well in advance.

We cannot guarantee delivery by a specific date unless this has been expressly agreed to by ETCHR in writing.

Tracking

Where tracking is available, tracking information will be provided after your order has been dispatched.

Customers are responsible for monitoring their tracking information and making reasonable arrangements to receive their parcel.

Tracking information may take some time to update after dispatch. A delay in tracking updates does not necessarily mean that your parcel has been lost or has not been dispatched.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your shipping details before completing checkout.

If you notice an error after placing your order, please contact ETCHR as soon as possible. We will make reasonable efforts to update the delivery address if the order has not yet been dispatched, however we cannot guarantee that changes will be possible.

ETCHR is not responsible for orders delivered incorrectly or returned due to an incorrect, incomplete or outdated address supplied by the customer.

If an order is returned to ETCHR due to an incorrect address or unsuccessful delivery, additional postage charges may apply before the order can be resent.

Authority to Leave & Safe Drop

Where a customer or delivery provider authorises a parcel to be left unattended or in a nominated safe location, responsibility for the parcel may transfer in accordance with the relevant carrier's terms once the parcel has been recorded as delivered.

We recommend choosing a secure delivery location wherever possible.

Lost Parcels

If your tracking information indicates that your parcel may be lost in transit, please contact ETCHR so we can assist with lodging an enquiry with the relevant delivery provider where appropriate.

Courier and postal investigations can take time, particularly for international shipments.

We will make reasonable efforts to assist with genuinely lost parcels; however, ETCHR cannot control the delivery provider's investigation process or timeframe.

Damaged Orders

We take care to package all ETCHR orders appropriately before dispatch.

If your order arrives damaged, please contact us as soon as reasonably possible after delivery and provide:

• Your order number
• Clear photographs of the damaged product
• Photographs of the external and internal packaging
• A brief description of the damage

Please retain the original product and packaging while the issue is being assessed, as this may be required when lodging a claim with the delivery provider.

Where an item is confirmed to have arrived damaged, ETCHR will provide an appropriate remedy in accordance with applicable Australian Consumer Law.

Customised & Personalised Products

Many ETCHR products are personalised, custom engraved or made specifically for the customer.

Please carefully check all names, initials, dates, wording, spelling, images, logos, artwork and other personalisation information before submitting your order.

The information supplied with your order is what we will use when creating your personalised product.

Once production or engraving has commenced, personalised or customised orders generally cannot be changed or cancelled.

We do not offer refunds or exchanges for change of mind on customised, personalised or made-to-order products.

This also applies where an error in the personalisation information has been supplied or approved by the customer.

If ETCHR makes an error when producing your customisation, or if your product is faulty or arrives damaged, please contact us so we can assess the issue and provide an appropriate remedy.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Customer-Supplied Artwork & Information

Where customers provide artwork, logos, images, wording or other information for engraving or personalisation, the customer is responsible for ensuring that the information supplied is correct and suitable for use.

Customers are also responsible for ensuring they have the necessary permission or rights to use any artwork, logo, image or other intellectual property supplied to ETCHR for engraving.

ETCHR may contact you if supplied artwork is unsuitable for engraving or requires clarification before production.

Production may be delayed while we wait for additional information or approval from the customer.

Change of Mind

We do not offer change-of-mind refunds or exchanges on customised, personalised or made-to-order products.

For non-customised products, any applicable return or refund conditions will be governed by our Refund Policy and your rights under Australian Consumer Law.

Original shipping charges are generally non-refundable for change-of-mind returns unless required by law.

Orders Returned to Sender

If a parcel is returned to ETCHR because it was unclaimed, refused, incorrectly addressed, delivery could not be completed, or applicable customs duties or taxes were not paid, we will contact the customer where possible.

Additional shipping costs may apply before the order can be resent.

For customised or personalised products, a parcel being returned to ETCHR does not automatically qualify the order for a refund simply because delivery was refused, unsuccessful or customs charges were unpaid.

Separate Shipments

In some circumstances, products within the same order may be dispatched separately.

Where this occurs, you may receive more than one parcel and separate tracking numbers.

Shipping Costs

Shipping costs are calculated at checkout where applicable and may vary depending on the delivery destination, parcel size, weight and selected shipping method.

Any additional charges imposed after dispatch by customs authorities, governments, postal services or international carriers are the responsibility of the customer unless otherwise required by law.

Contact Us

If you have any questions regarding shipping, tracking, damaged items or your order, please contact ETCHR using the contact details provided on our website.

We will always make reasonable efforts to assist with shipping issues; however, courier operations, customs processing and delivery networks remain outside our direct control.