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Delivery and Policies


PROCESSING TIME

Please allow 3-4 weeks for items made to order. Due to the current timber & building crisis in Australia delays with suppliers, materials and deliveries have been occurring frequently.

ESTIMATED DELIVERY TIMES

Items in stock usually deliver Australia wide within 5 – 21 business days. Overseas deliveries may take 2-6 weeks. When in Checkout, you will have options from various couriers offering faster express or standard services. The Economy Australia-wide postage option is often cheapest and slowest – please allow 21 days if you choose this option.

PAYMENT OPTIONS

? We offer secure options at checkout including Visa, Mastercard, Paypal, Zip Pay and Afterpay.

RETURNS & EXCHANGES

7 Day Return Policy

Please choose carefully as we do not refund if you change your mind.  Before returning anything please email us for easy instructions whether you are posting your item back or dropping it back to us instore.  All returned items must come back with original tags and original packaging unused & completely intact. Please ensure the returned item is packed properly and safely to prevent postage damage.  Any item received that does not meet these requirements will not be accepted sorry.  There are no refunds on SALE or PRE-OWNED items. If products have been used, worn, or altered by you they cannot be returned, exchanged or refunded.

If you have received the wrong item, need to exchange a size or have a warranty claim that needs to be assessed please return items within 7 days of purchase date with a copy of your proof of purchase.    If we have sent the incorrect item our shipping team will organise a return label for you.  If you are exchanging a size it is up to you to get the item back to us.  We recommend getting tracking for your return.  If you have any questions or concerns regarding your order or our return policy, send us an email at info@katsrack.com.au or contact us via Facebook Messenger https://www.facebook.com/KatsRack

COST OF RETURNS

You are responsible for the cost of returning the goods intended for a refund or exchange. We suggest that you send your goods using a tracked method of postage to ensure the goods reach us safely. We cannot process a refund or exchanges until the goods have arrived back to us.

FAULTY OR INCORRECT ITEMS 

If you have received the wrong item or if your item is faulty, please contact us within 7 days.  To help us out please include your name and order number.  If your item appears to be faulty, please also include photos of the fault so it can be investigated. 

EXCHANGING ITEMS

We will exchange an item if it was shipped in error or if faulty.  Keep in mind that if the item you need is not available you will receive a credit note, refund or option to choose another item.  Sale or pre-owned items cannot be exchanged so please choose carefully. If the item was shipped in error, we will cover all shipping costs of course, however, if you have made an error you will be responsible for getting the item back to us and covering the cost of shipping the new item.  Also keep in mind that under no circumstance can KatsRack ship a new item or refund without receiving the incorrect item back in the store first.

WARRANTY CLAIMS

In the event a item appears to be faulty please return item as per above policy.  All warranty claims will be assessed by the manufacturer and/or manufacturers representative and will be repaired, replaced or credited at their discretion. KatsRack will always try to have as quick a turn around as possible however please allow at least 7 to 10 days for a warranty claim to be processed. 

delivery

We mainly use Interparcel couriers for all deliveries. Please read terms of use https://au.interparcel.com/terms

The buyer is responsible for getting the item from the carrier. Certain surcharges may be payable by you in addition to the carriage fees which are set out as the cost for the standard delivery of your order. When a surcharge is payable, it may be charged directly to the payment method used to make the initial order. If we are unable to arrange payment in relation to surcharges directly to your original payment method, we will contact you directly to arrange payment. Any Surcharges represent the additional administrative costs which will be suffered by Interparcel and charges which Interparcel may incur from the Carriers and are not penalties imposed by Interparcel.

For illustrative purposes, the following is a non-exhaustive list of when surcharges may be payable. A surcharge of $10.00+GST may be applied if you are out when the driver tries to collect or if the consignment is otherwise unavailable for collection. On some services there will be a surcharge if a re delivery is necessary because the receiver is unable to take delivery when required. Other surcharges may be applicable if the receiver refuses to take delivery of the goods and they need to be returned to sender.

damaged arrivals

If an item arrives damaged in transit the buyer must notify Kats Rack in writing on day of delivery to allow us to lodge a claim immediately – the insurer requires sender to lodge a claim within 24 hours. Failure to notify immediately will forfeit any claim for damaged goods. Email at info@katsrack.com.au or contact us via Facebook Messenger https://www.facebook.com/KatsRack

Kats Rack