Shipping policy
Shipping Policy
At Bias Designs, we aim to provide reliable, tracked delivery for every order. We currently deliver within Australia and the United States.
Free Standard Shipping
Free standard shipping is provided on all orders within Australia and the United States, with no minimum purchase required.
Where express, priority or another upgraded delivery service is available, the applicable cost and estimated delivery timeframe will be displayed at checkout.
Where Your Order Is Shipped From
Australian orders are fulfilled and shipped from our Melbourne warehouse.
United States orders are fulfilled and shipped from our Los Angeles warehouse.
US orders are therefore shipped domestically and do not normally require customs clearance or the payment of import duties by the customer.
Processing and Dispatch
Orders are generally processed and dispatched within 1–2 business days after the order has been accepted.
Orders placed on weekends or public holidays will be processed on the next available business day.
Processing may take slightly longer during particularly busy periods, major promotions or public holidays. We will contact you if there is an unexpected delay that significantly affects the dispatch of your order.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Estimated Delivery Times
Delivery estimates begin from the date your order is dispatched, rather than the date on which the order is placed.
Australia
Standard shipping generally takes approximately 3–8 business days after dispatch.
Deliveries to regional, rural and remote locations may take longer.
United States
Standard shipping generally takes approximately 3–12 business days after dispatch.
Deliveries to Alaska, Hawaii, US territories, rural locations and remote areas may take longer.
Delivery timeframes are estimates and are not guaranteed. Delivery may be affected by weather, carrier disruptions, public holidays, peak shopping periods and other circumstances outside our reasonable control.
Order Tracking
All orders are sent using a tracked delivery service.
Your tracking number will be emailed to the address provided with your order once the parcel has been dispatched.
Tracking information may take up to 24–48 hours to begin updating after the carrier receives the parcel.
Please monitor your tracking information after dispatch and contact us promptly if the tracking appears incorrect or the parcel has not arrived within the estimated delivery timeframe.
Incorrect or Incomplete Addresses
Please check your delivery address carefully before completing your order.
If you notice an error, contact us immediately at support@biasdesigns.com. We will make every reasonable effort to correct the address before dispatch, but we cannot guarantee that an address can be changed after the order has entered the fulfilment process.
Bias Designs is not responsible for delays or unsuccessful deliveries caused by an incorrect or incomplete address supplied by the customer, except where required by applicable law.
If a parcel is returned to us because of an incorrect address, an incomplete address, an unclaimed parcel or an unsuccessful delivery attempt, we may require payment of the applicable delivery cost before resending it.
Delivery Delays
Occasionally, a carrier may experience a delay after an order has been dispatched.
If your tracking has not updated for several business days, or your parcel has not arrived within the estimated delivery timeframe, please contact us with your order number.
We will review the tracking information and, where appropriate, lodge an enquiry with the carrier. Carrier investigations may take several business days to complete.
Parcels Marked as Delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please:
-
Check around the delivery location and any nominated safe place.
-
Ask other members of your household or business whether they accepted it.
-
Check with nearby neighbours where appropriate.
-
Contact us promptly if the parcel still cannot be located.
We will assist you with the carrier enquiry process. A carrier investigation may need to be completed before a replacement or refund can be considered.
Lost Parcels
A parcel will generally not be treated as lost until the carrier has completed its investigation or confirmed that the parcel cannot be located.
If the carrier confirms that a tracked parcel has been lost in transit, Bias Designs will provide an appropriate remedy, which may include a replacement or refund.
Damaged Parcels or Products
If your parcel or product arrives damaged, please contact us promptly and provide:
-
Your order number
-
A description of the damage
-
Photographs of the damaged product
-
Photographs of the external packaging
-
A photograph of the shipping label
Please retain the product and packaging until we have reviewed the matter, as they may be required for a carrier investigation.
Safe-Drop and Authority-to-Leave Deliveries
Depending on the carrier and delivery location, a parcel may be left in a location considered safe by the carrier.
Customers should provide a secure delivery address and monitor the tracking information on the expected delivery date.
If you cannot locate a parcel recorded as delivered, contact us promptly so that we can assist with a carrier enquiry.
Changes and Cancellations
We begin processing orders promptly.
Please contact us immediately if you need to change or cancel an order. We will try to assist, but we cannot guarantee that changes or cancellations can be made after an order has been submitted to our fulfilment team.
Returns and Refunds
Returns, refunds and change-of-mind requests are governed by our separate Refund Policy.
Nothing in this Shipping Policy or our Refund Policy excludes or limits any rights or remedies available under applicable consumer protection laws, including the Australian Consumer Law.
Contact Us
For questions about shipping or an existing delivery, please contact us at support@biasdesigns.com.
Please include your order number so that we can assist you promptly.