After An Order Is Placed

• Once the order is placed, a confirmation will be sent to your email address.

Order Processing Time

• The normal production time would take 3-5 business days after the proof is approved.
• For Customized Order - The digital proof option is only valid for 3 days if no changes are requested within 3 days or if no response from the customer, this will be considered auto-approved. The production of the order will start. We suggest that all customers approve the orders or make all changes and finalize their orders in 3 days from the time of placing the orders. The order will remain on hold until the proof is approved. Please keep in mind that late approval of the proof will move the delivery date selected whether it is free shipping or paid shipping. Please note that this is already affecting the production and shipping time.

Shipping Options and Cost

• We are using the fastest way of shipping on different couriers depending on the selected delivery date of the customer.
• Guaranteed delivery dates are available on the order page prior to checking out.

Delivery Address & P.O Boxes

• We would require a physical address instead of a PO Box.
• Though please note that we shipped to APO or FPO address via USPS (delivery might take longer than expected)

International Order and Shipping Rates

• Product prices are firm unless otherwise changes have been requested (size, qty, etc)
• We do offer free shipping for small orders, but sometimes and for large orders a minimal cost will be asked/ added

Tracking Order

• Once the order has been shipped, an email notification will be sent.

Late Delivery, Package Lost, Missing items, Undelivered Package

• In the event that your package is tagged as late delivery and has been shipped, please note that once the order has been shipped and in transit, any unforeseen delays - our hands are tight and we no longer have control of the package. Please contact the courier for assistance and other options.
• Business is Closed or Refusal to accept the package: The courier will attempt to redeliver the package. After unsuccessful attempts, the parcel will be held at a local courier facility for pick-up. The customers must contact the courier to arrange a re-delivery or pick-up schedule. However, please remember that the package will be held for a limited number of days. If the package remains unclaimed, please remember that we reserve the right to turn down the "return to shipper" due to the substantial import taxes and return shipping fees involved, so all unclaimed packages will be disposed. The customer is no longer entitled to a free replacement or a full refund.
• If your package is lost or marked as delivered but you haven't received it, please reach out to the courier immediately to initiate a claim. Make sure to obtain a case number before concluding the call. Please be aware that there is a 15-day window to file a claim or complaint from the delivery date. Any complaints submitted after this period will not be eligible for a free replacement or full refund.
• Drop us an email with order no. at sales@australiapromonow.com with a short description of your problem. Our Sales representative will reach you within 24 hours.
• For Missing items and all other concerns, please drop us an email with order no. at sales@australiapromonow.com or you can call us directly at (02) 5127 5299 and our sales representative will review the issue with a short description of your problem.
  
  
  Important:
  1. The customers will have 30 days from the date of delivery of products to file a complaint.
  2. The customer must contact us about the complaint. A written complaint via email along with supporting pictures showing the error has to be sent to us for investigation. (Product received, packaging, etc. )
  3. If the error is confirmed by the factory customer will have to return back the entire order as per the original quantity shipped to him to claim the full refund. Customers will have to ship the package back via ground shipping at their own expense. The refund will be processed within 7-10 business days once the order has been returned.
  4. If the customer opted for a replacement, the order will be exactly made as per the original order details rectifying the errors only. We will send a remake order to the customer within 7-10 business days.

For Return and Refund

• Please refer to the Refunds/Returns Policy.