Shipping policy
ArcMate ("we" and "us") is the operator of (https://arcmate.com.au) ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are subject to change without notice at any time.
Shipping costs are as follows:
Domestic shipping METRO areas (within 20km radius from a capital city in Australia):Β FREE (2-6 business days delivery timeframe)
Domestic shipping non-metro: FLAT RATEΒ
$9.00 up to 1kg (small accessories)
$12.00 up to 4kg (medium accessories)
$19.00 up to 11.5kg (large accessories)
$48.00 up to 35kg (ArcPit fire pit & accessories combined)
$90.00 up to 50kg (multiple ArcPit's or accessories)
New Zealand Shipping: We offer a FLAT RATE of $90 up to 22kg and $160.00 up to 35kg. Please allow 5-10 business days for international shipping. We use FedEx International as our preferred international courier.Β
Shipping costs for OTHER international orders: Please contact us.
*Metro location is considered to be a 20km radius from an Australian capital city. Anything outside of a 20km radius of a capital city is considered non-metro.Β
**please note our shipping costs are subject to change without notice.
3. Delivery Terms
3.1 Transit Time Domestically: Domestic shipments generally are in transit for 3 - 5 business days (regular post) depending on your location.Β
3.2 Change of Delivery Address: Orders placed before 10 AM - AEST will be dispatched the same day. Otherwise, within the next business day.Β We are open Monday - Friday during standard business hours, except on public holidays or otherwise stated. In these instances, we take steps to ensure shipment delays will be minimal.
3.3 Change of Delivery Address: We can change the delivery address before the order has been dispatched. Please get in touch via sales@arcmate.com.au within 12hrs after placing your order.Β If we have already dispatched your order, we will be unable to change your address.
3.4 Out of Stock Items: If an item is out of stock, we will dispatch the in-stock items as soon as possible or in accordance with any pre-order notices on our website. If you purchase two items and one is in-stock and the other out of stock, please email us if you would like us to post the items separately.Β
3.5 Delivery Time Exceeded: If the delivery time has exceeded the forecasted time, please get in touch with us so that we can investigate with our courier.
4. Tracking Notifications: Upon dispatch, customers will receive a tracking link from which they can follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. Parcels Damaged In Transit: If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service via sales@arcmate.com.au with the next steps.
6. Duties & Taxes
6.1 Sales Tax: Sales tax has already been applied to the price of the goods as displayed on the website.
6.2 Import Duties & Taxes: Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by the customer upon arrival in the destination country.
7. Cancellations: If you change your mind before you receive your order, we can accept cancellations before the order has been dispatched. Please refer to our refund policy if an order has already been dispatched.
8. Insurance: Parcels are insured for loss and damage up to the value stated by the courier.
8.1 Process for parcel damaged in-transit: We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in transit: We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Customer service: For all customer service enquiries, please email us at sales@arcmate.com.au