Shipping Policy + FAQ's

 

FAQ shipping quide

Do you provide free shipping?

Yes! For all orders over $150 AUD we provide free Regular shipping within Australia, utilising couriers and Australia Post with an expected delivery timeframe of 3-5 working days from our shipping hub in Brisbane (QLD). *No post office boxes

Can you ship my item by express post?

If you require our Express Shipping service, it will be at a quoted price within the checkout options. This service is provided by Startrack & Australia Post Express Post Network with next business day delivery within most major centres. We have provided a link below for you to check if your location fits into Australia Posts Next Day Express Network*.

Click here to calculate Startrack delivery time 

Click here to calculate Australia Post delivery time

Deliveries to postcodes outside the Australia Posts Next Day Express Network*, are delivered in the fastest possible method available to Australia Post.

When will you ship out my order?

We will ship out your order within 1-2 business days. We will always endeavour to advise you via phone or email if your order is unlikely to be dispatched within this specified timeframe.

Which courier do you use?

We utilise Couriers Please, Startrack & Australia Post regular shipping for all domestic orders. We also give our customer a paid option to utilise Australia Posts Express* Network for urgent delivery.*see Australia posts Express Network particulars.

Where can I track my order?

You can track your order shipment: Startrack Express - click here : Australia Post - click here

Just copy and paste the tracking number provided by email once your parcel has been shipped onto this page and click "Submit" to track your parcel.

Furthermore if you would like us to track the parcel on your behalf please contact us.

My order is incorrect what do I do?

If this is the case, we will work hard to correct any discrepancies as a matter of the upmost urgency. To see our return policies and procedures click here.

Please feel free to contact us immediately.

What should I do if a received item is faulty or damaged?

Please contact us if your order has arrived damaged or in an unsatisfactory condition. We promise to rectify this as a matter of urgency. If replacement order is required, we would ask that you kindly return the faulty goods to us at your earliest convenience via a reply paid postage. We will give you these details when you contact us.

Are parcels covered in transit?

Yes, we guarantee to honour all customer orders. If your parcel goes missing in transit - we will always take responsibility and send out a replacement. If the parcel has been signed for on delivery, please contact the authorities as this is out of Sheets on the Line's control. We cannot accept responsibility for any orders shipped to an address supplied incorrectly.

Do you deliver to anywhere within Australia?

Yes, we send to anywhere in Australia. Though please bear in mind that we require someone to sign for the parcel/s on delivery.

Do you ship internationally?

Yes! we utilise Australia post international. We do not take any responsibility for international taxes, duties and charges. These costs are the responsibility of the purchaser and no returns or refunds will be granted in this case. We require someone to sign for the parcel/s and therefore cannot send to any overseas P.O. Boxes. If you require other overseas destinations (not listed at checkout) please email us for a quotation. All freight for international returns regardless of reason will be at the purchaser's expense.

Can I or my own courier pick up my order from your warehouse?

No sorry, our distribution warehouse is a secure facility and is not open to the public.
We do however have a retail stores that you can nominate to pick up from. Just email us or leave instructions in your 'order comments' at checkout.

What happens if I am not around when the courier delivers my orders?

If someone is not available to sign for your parcel, a collection notice will be left either in the mailbox or on the doorstep. The addressee will then need to take this notice to the mentioned Australia Post Office for collection. Identification will be required in order to collect your parcel. If you do not collect your parcel in the noted time, a second collection notice will be left at the address. If the parcel is still not collected by the addressee then Australia Post will return the parcel to us - possibly resulting in additional shipping charges should you want your parcel resent. This also applies to international orders and their relevant local post office service.

What happens if I do not receive my order in the estimated delivery date?

You can track your order shipment: Startrack Express - click here : Australia Post - click here

Copy and paste the tracking number provided by email once your parcel has been shipped onto this page and click "Submit" to track your parcel.

We will always endeavour to advise you via phone or email if your order is unlikely to arrive in the estimated delivery date. All care is taken to deliver within the specified time frames, but we will work hard to correct any discrepancies as a matter of the upmost urgency.

Please feel free to contact us immediately.

Can you ship my order to a PO Box address?

No. Unfortunately as our product is considered 'bulky' by Australia Post, they may or may not accept the package once sent. This would only cause headaches, delays and disappointment to our lovely customers. Please supply a street address or call us on 1800 743 387 and we will do everything in our power to make the delivery smooth for you.

Under no circumstances can we deliver to an Overseas P.O. Box.

Can you deliver to my work?

Yes, we can deliver to your place of work. Please ensure to include the Business Name in the shipping of your order so the delivery driver can find you easily.

How do I change the shipping address I gave during checkout?

If you have incorrectly supplied your shipping address you must contact us as soon as possible after making your order so that we can edit your address before shipping. We cannot accept responsibility for any orders shipped to an address supplied incorrectly.

All Prices on our website are displayed in Australian Dollars (AUD) and will be charged in Australian dollars.

We want you to feel confident when purchasing from Sheets on the Line, so if you are not satisfied with your purchase for any reason, or if the product is faulty in anyway, simply return the unused, unwashed product to our online team in its original packaging for a full refund or exchange.