Shipping policy

Please find below our detailed Shipping Policy. Our aim is always to provide you, our customer, with the best possible service and care. If you have any questions, issues or concerns, please get in contact with us and we’ll do our best to assist.

Desaltek ("we" and "us") is the operator of (https://desaltek.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

1.1 Stock Availability

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 fulfill all your items at time of purchase. In this instance, we will fulfill 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.

1.2 Special Order items

A number of items listed on our Website are marked as ‘Special Order’ with an extended lead time communicated. Special Order items are not currently stocked in our Australian warehouse and are either forwarded from our international warehouse or ordered directly from our suppliers. No additional fees are due from you for utilising this service.

If your order contains a mix of Special Order items and regular stocked items, your order will be held and then despatched once all items have arrived into our warehouse.

Tracking details will be provided wherever possible and we will do our best to keep you informed of any unexpected delays.

2 to 4 weeks for general Special Order items is an estimate based on our current experience shipping via air. Note that international delays or reductions in shipping services which are outside of our control can adversely affect this timeframe. If your order is ever expected to take significantly longer than this, you will be contacted at the first available opportunity to discuss your order. We're currently able to fulfil the majority of our Special Orders, specifically membranes, in less than 2 to 4 weeks.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

On rare occasion the online shipping calculator can provide inaccurate estimates if your order is very large or extremely bulky. If this occurs and you are charged an amount that is in fact inadequate to cover costs for shipping, you will be contacted to discuss this and given an updated quote with a large shipment surcharge. If you are unwilling to pay for the updated shipping cost, a full refund will be offered.

3. Returns

3.1 Return Due To Change Of Mind

Please see our Returns Policy for more information.

3.2 Warranty Returns

Please see our Returns Policy for more information.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days. Please note that COVID19 has led to unpredictable behaviour in domestic shipping practices depending on state quarantine and border restrictions. We will endeavour to keep you informed of any delays at all times.

4.2 Transit time Internationally

At this time we are unable to offer international shipping via our website. Please contact us for more information.

4.3 Dispatch times

Orders are generally dispatched within 24-48 hours. The majority of orders placed before 12PM WST are dispatched same day. Our warehouse operates on Monday - Friday during standard business hours, except on state or national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Our warehouse staff may also from time to time go on extended leave ie Christmas or Easter. All orders placed during these periods will be shipped following the appropriate date. 

Christmas Period 2020: Our warehouse will be unstaffed from Monday 21st of December 2020 until Monday the 4th of January 2021. Any orders received during this time period will be held and promptly dispatched afterwards. 

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

We are unable to offer couriers services to these locations.

4.7 Items Out Of Stock

If an item is out of stock, we will notify you immediately, then dispatch the in-stock items and send the remaining items once they return to stock.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. 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 us for next steps so we can resolve the situation.

7. Duties & Taxes

7.1 Sales Tax

GST tax has already been applied to the price of the goods as displayed on the website.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 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.

9.2 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.

10. Customer service

For all customer service enquiries, please email us at info@desaltek.com.au