Shipping Protection

Overview
Our Shipping Protection Policy provides additional coverage for your order against damage, loss, or theft during transit. By selecting shipping protection at checkout, you gain extra peace of mind knowing your purchase is safeguarded until it reaches you. This protection is offered in addition to your rights under the Australian Consumer Law (ACL).

What is Covered

  • Lost shipments – Packages that do not arrive at the delivery address provided during checkout.
  • Damaged items – Products that are physically damaged during transit, rendering them unusable or significantly altered in appearance.
  • Stolen packages – Orders marked as delivered by the carrier but not received by the customer.

What is Not Covered

  • Delivery delays caused by the carrier or other unforeseen circumstances.
  • Incorrect or incomplete delivery addresses provided by the customer.
  • Packages returned to sender due to the customer's non-response or refusal to accept the delivery.
  • Minor cosmetic imperfections or slight packaging damage that does not affect the product’s functionality.

How to File a Claim

  1. Contact us at hello@ozgoodsdepot.com.au within 7 days of the issue.
  2. Provide documentation – Include your order details, proof of purchase, and supporting photos where relevant (e.g. photos of the damaged item, packaging, or delivery confirmation for stolen packages).
  3. Investigation – We will work with the shipping carrier to investigate and confirm the issue.
  4. Resolution – If your claim is approved, we will arrange for a replacement, refund, or store credit.

Replacement or Refund Process

  • Replacement products will be shipped at no additional cost to you.
  • Refunds will be processed to the original payment method within 5–7 business days.
  • Store credit may also be offered as an alternative resolution.

Limitations

  • Claims must be filed within 7 days of the delivery date for damaged or stolen packages, and within 14 days of the expected delivery date for lost shipments.
  • This policy applies only to orders where shipping protection was purchased at checkout.
  • Shipping protection does not cover items delivered to addresses outside the intended delivery location.

Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

This Shipping Protection Policy provides additional protection beyond your rights under the ACL. It does not limit, restrict, or replace any consumer guarantees.

For Assistance
If you have questions or wish to make a claim, please contact our customer service team at hello@ozgoodsdepot.com.au.