At VD3D, we prioritize quality and customer satisfaction. Please read our Shipping, Refund, and Returns Policy below to understand our practices and procedures.
Shipping Policy
1. Processing Time
- Order Processing: All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email.
- Custom Orders: Custom or personalised items may take up to 5-7 business days depending on the complexity of the design.
We’ll notify you via email if there are any delays with your order.
2. Domestic Shipping
We offer shipping across Australia:
- Standard Shipping: Estimated delivery time is 5-14 business days.
- Express Shipping: Estimated delivery time is 3-7 business days.
Shipping costs are calculated and displayed at checkout based on weight, dimensions, and chosen shipping method.
3. International Shipping
We ship to select international destinations:
- Standard International Shipping: Estimated delivery time is 7-21 business days.
- Express International Shipping: Estimated delivery time is 3-10 business days.
Shipping fees are based on your location and package weight. Additional customs fees or import taxes may apply, which are the responsibility of the recipient.
4. Shipping Costs
- Domestic Orders: Rates vary based on package weight and destination. Free shipping is available for domestic orders over [Insert Free Shipping Threshold].
- International Orders: Costs depend on the location and will be displayed at checkout. Customs duties, taxes, or other fees may be applicable.
5. Order Tracking
Once your order has shipped, you will receive a confirmation email with tracking information. You can monitor your shipment’s progress using the tracking number through the carrier’s website. Please allow 24-48 hours for tracking information to update.
6. Address Changes
To change your shipping address, contact us within 24 hours of placing your order at [email protected]. After the package has been shipped, we are unable to accommodate address changes.
7. Missing or Delayed Packages
If your package is delayed or lost, please contact us at [email protected]. We’ll work with the carrier to investigate and resolve the issue as quickly as possible.
8. Undeliverable Packages
If a package is returned due to an incorrect address provided by the customer, we may charge additional shipping fees to re-ship the item. Please double-check your shipping information before placing your order.
9. Damaged or Defective Items
If your item arrives damaged or defective, please email us at [email protected] within 48 hours of receiving the package. Include your order number and clear photos of the damage. We’ll arrange for a replacement or refund according to our return policy below.
Refund and Returns Policy
1. Return Eligibility
- Standard Items: Returns are accepted within 30 days of the purchase date, provided the item is unused, in its original packaging, and in the same condition as when received.
- Custom or Personalised Items: Due to the nature of custom products, we cannot accept returns unless the item arrives damaged or defective.
2. Initiating a Return
To initiate a return, please contact us at [email protected] with your order number and reason for the return. We will guide you through the process and provide a return shipping address.
3. Return Shipping Costs
- Defective or Damaged Items: We will cover the return shipping costs for items that are defective or damaged upon arrival.
- Non-Defective Returns: The customer is responsible for return shipping costs for non-defective items.
4. Refund Processing
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original method of payment within 5-7 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
5. Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at [email protected] to arrange for an exchange.
6. Sale Items
Only regular-priced items are eligible for refunds. Sale or discounted items are not eligible for refunds, unless they are defective or damaged.
7. Cancellations
Orders can be canceled within 24 hours of purchase. After this period, the order may already be in the process of being fulfilled, and cancellations may not be possible.
If you have any questions regarding our Shipping, Refund, or Returns Policy, feel free to reach out to us at [email protected]. We’re here to help!