Shipping policy

Pine & Oak Laser Creations – Shipping Policy

Made-to-order processing
Most products are personalised and made to order. Production time is separate from delivery time and can vary depending on the product, order volume, design approval and material availability. Any current turnaround estimate shown on the product page or website is an estimate only.

If you need an order by a particular date, please contact us before purchasing. A requested date is not guaranteed unless we confirm it in writing.

Australia shipping
Orders within Australia are shipped from Weston, NSW using Australia Post MyPost Business. Available Parcel Post and Express Post options, prices and estimated transit times are calculated at checkout using the order's delivery address, weight and parcel details.

Choosing Express Post speeds up delivery after dispatch but does not reduce the time required to design or make your order.

New Zealand shipping
New Zealand orders are sent using Australia Post International Standard or International Express, as selected at checkout. International customers are responsible for any customs charges, duties, taxes or import fees imposed by the destination country.

United States and European Union shipping
Orders to the United States and the 27 European Union countries are sent using Australia Post International Standard or International Express, as available and selected at checkout. Prices and estimated transit times are calculated automatically using the delivery address, parcel weight and dimensions. Customers are responsible for any customs charges, duties, VAT, taxes or import fees imposed by the destination country.

Customs clearance and delays
International parcels may be inspected or held by the destination country's customs authority. Customs processing times are outside our control and are not included in delivery estimates. If tracking shows that a parcel is awaiting customs clearance, the customer may need to respond to the carrier or customs authority, provide requested information and pay any applicable duties, VAT, taxes or fees.

A customs delay alone does not mean that a parcel is lost and does not automatically qualify an order for a refund. If tracking has not moved for 15 business days beyond the estimated delivery window, contact us with your order number and we will lodge an enquiry with Australia Post where available.

If a parcel is returned to us because customs charges were not paid, requested information was not supplied, or delivery or collection was refused, we will contact the customer. Subject to applicable consumer law and our returns policy, any eligible refund may be reduced by the original shipping cost and any return shipping, customs, carrier or handling costs charged to us. Personalised and custom-made products are not eligible for change-of-mind refunds. If the carrier or customs authority confirms that a parcel is lost or damaged, contact us and we will assist with the investigation and provide any remedy required by applicable consumer law.

Tracking and delivery estimates
Tracking details will be sent when an order is dispatched. Australia Post delivery dates are estimates and may be affected by carrier delays, weather, peak periods or customs processing. Pine & Oak Laser Creations is not responsible for carrier delays outside our reasonable control, but we will assist with an enquiry where appropriate.

Delivery addresses
Customers are responsible for providing a complete and accurate delivery address. Please contact us immediately if an address needs changing. We cannot guarantee a change after dispatch. Additional postage charges may apply if a parcel is returned because the address was incorrect, incomplete or the parcel was not collected.

Lost, damaged or delayed parcels
If tracking shows an unusual delay, loss or damage, contact us with your order number. Keep all packaging and take clear photographs of any damage. We will work with Australia Post and provide any remedy required by Australian Consumer Law.

Combined orders and split shipments
Items may be shipped together where practical. Large, fragile or separately completed products may be shipped in more than one parcel. Additional charges will be shown or agreed before dispatch where they apply.

Local pickup
Free local pickup is available from Weston, NSW. Pickup is by confirmed appointment only. Wait until you receive the ready-for-pickup notification, then reply to arrange a collection day and time. Do not attend the pickup address until your time has been confirmed.

Contact
Email: pineoak.lasercreations@gmail.com
Phone: 0400 344 445