If you wish to discuss any of our policies please contact our customer service representatives. Click Here to Contact Customer Service.

 Quick Links

• Postage Charges
• Shipping Methods
• Shipping Destinations
• Processing Times
• How will I know what is happening?
• Returns Policy
• Backorders - Out of Stock Items
• Problems, Questions, Suggestions!

Postage charges are calculated based on the weight of the total package including the box, the requested shipping speed and the distance of travel.

Postage Charges are not calculated based on the value or quantity of the items in the order.

Craftainers has negotiated favourable national rates with consideration to the light but bulky nature of some of our products. Regardless we compare our rates against standard charges for every purchase and offer the most cost effective method to our customers.

A handling charge will be applied to international packages. We do not charge any handling fees on domestically destined packages (Australian addresses).

If you would like to know how much your order will cost to ship, simply place the item(s) in your cart, enter your shipping address, and press Continue. Your shipping charges will be calculated before you enter any billing information.

We use Australia Post to ship our product. Customers may take advantage of the Craftainers discount rates, standard rates where individual circumstances result in this being the most cost effective method, or Express Post rates. Each of these options are available at checkout.

Transit times are as follows:

• Standard Post - Australia Only. Estimated Shipping Time: 2-5 business days.
• Express Post - Australia Only. Estimated Shipping Time: 1-3 business days.
• International – For delivery outside of Australia. Estimated Shipping Time: 5-25 business days

NOTE: "Express Post" packages are given priority status and are packed and shipped first. If you are in a hurry, please select "Express Post". Any orders that are Express Post will get shipped out on the same day if they are ordered before noon AEST and will ship the next business day if they are placed after 12:00 Noon AEST.

While Australia Post is very reliable, they will not guarantee shipping times or arrival dates. We are unable to control delivery times, but make every effort to ensure your satisfaction. We use the best methods we can find to reduce shipping costs for our customers.

For your protection we insure larger orders. We obviously, however, cannot control Australia Post. In the unlikely event that an order is lost, misdirected, or damaged in transit, you can contact Australia Post directly. You should also notify us immediately if you receive products damaged in shipping, providing a picture, if possible.

[Please contact us here] if your package does not arrive within 14 days.

Craftainers is now shipping to Australia and New Zealand. If you would like further information on shipping to countries outside of the above listed destinations, or if you would like information on alternative shipping options, please contact us here.

It generally takes between 2 and 5 business days from the time your order is received by our warehouse for the order to be processed, packed, and ready for shipping. NOTE: "Express Post" packages are given priority status and are packed and shipped first. If you are in a hurry, please select "Express Post" Any orders that are Express Post will get shipped out on the same day if they are ordered before noon AEST and will ship the next business day if they are placed after 12:00 Noon AEST.

We acknowledge each step of the order and delivery process with a confirmation email. You will be notified when:

• We have received your order
• Confirmation of receipt of payment
• Your order has been packed and shipped

We have a 30 day, no questions asked, 100% Money Back Guarantee! If you are unhappy with any products you receive, you may return them, undamaged, within 30 days of the day we shipped them, and we will cheerfully refund your product purchase price. We do not refund the cost of shipping. We encourage our customers to inspect the contents of the package(s) as soon as the order is delivered to ensure that you have plenty of time to take advantage of our 30-day, refund policy. Craftainers will be unable to issue any type of refund after the 30-days has expired.

To qualify for the refund, however, product(s) must arrive at our warehouse within 30 days of the original shipment and in the same condition we shipped it--i.e. unopened, unused, and undamaged merchandise. Please repack the products carefully for the return trip to avoid damage in transit. Products that have be opened, used, or damaged will not be accepted for return and will be returned to the customer at the customer's expense. If you believe there will be a problem with the product reaching us within the 30 day period, be sure to contact our customer service department to make special arrangements.

For our customers' protection, we maintain a very high level of quality control on products shipped out of the Craftainers warehouse. On a rare occasion a customer will inform us that they open a product packaged by the manufacturer and there has been some damage that we did not see in our product inspection. In the event you receive a defective product, please contact us immediately, and if the information is not available on the packaging itself, we will give you the directions on how to contact the manufacturer for a replacement product.

If the return is due to our error, we will, of course, refund your return shipping costs. Please note that the original shipping charge is non-refundable. For obvious reasons, we cannot accept returns of books.

If you are planning on returning an order please contact us or call 02 9419 6677 to request a return authorisation number.

It is not the standard policy of Craftainers to accept backorders for items. If, due to unforeseen events, an item that is ordered is found to be out of stock when the order is being pulled for shipment, we will in the first instance contact you and advise the lead time to source the item for you. Should you wish not to proceed the amount of the item ordered will be refunded back to the credit card used to purchase the order or alternative refund arrangements made. If you need any assistance or have questions regarding an order, [please contact us here].

If you have any questions regarding our policies or an order, [please contact us here] or call 02 9419 6677. Customer Service personnel are available from 9:00AM to 3:30PM AEST Monday through Friday.