Thank you for visiting and shopping at MadeMart and supporting small, local Australian small businesses. The following information sets out the terms and conditions that constitute our Shipping Policy.

 

1.       Processing your Order 

An email confirmation is sent to your e-mail address after placing your order. Please keep this email as proof of your purchase.

 

2.       Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, we endeavour to process all orders within 2 business days. We will contact you if there are any significant delays.

Orders placed on weekends or public holidays will begin processing the next business day. During peak periods and holidays, processing times may be longer.

Our business hours are from 9.30am to 5pm AEST Monday through Friday, excluding national public holidays. Any changes to our operating hours during special occasions or holiday periods will be communicated via email to customers with pending orders.

 

3.       Shipment Locations

3.1.      Domestic Only

MADEBOX SERVICES PTY LTD does not currently ship internationally. We ship domestically only—anywhere in Australia. However, if you are shipping to a remote location, we may contact you to discuss any additional shipping charges that may apply. These areas include but are not limited to: Northern Territory Regional, Outer SE QLD, West QLD, Gladstone Region, Far North Coast QLD, South Central WA, Alice Springs, Darwin, York Region, South West WA.

 

3.2.      Shipping Restrictions

Our company does ship to both commercial and domestic addresses.

 

4.       Shipment rates and delivery estimates

 

We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time.

Unless there are exceptional circumstances, we make every effort to fulfil your order.

(a)         Express Shipping

The order is expected to arrive within 1-2 (metro) - 3-4 (outer regional) business days. Please contact us for an estimate based on the location you would like to send to. Please note these times can be impacted by natural events and seasonal holidays.

Express Shipping costs $25.

(b)         Standard Shipping

The order will arrive within 1-5 days most states, 6-10 Western Australia business days.

Standard Shipping costs $15 or FREE for orders over $199.

(c)         Please note:

(i)            Business day means Monday to Friday, except holidays.

(ii)           Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

(iii)          Products may be delivered in separate shipments.

(iv)          When placing your order, we consider these factors when calculating the Estimated Delivery Date:

(A)          Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

(B)          Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

(v)           Due to Christmas holidays, packages to and from our facility in Spotswood may be delayed. We appreciate your patience during this time.

(vi)          We will not be responsible for wrong shipping address if you provide incorrect information.

 

(d)         Shipping Rates and Methods:

Standard shipping within metropolitan areas is $15 for orders under $200, with delivery within 1-3 business days. Express shipping is available at $25 with 1-2 business day delivery. Regional deliveries may incur additional charges of $20 and require 3-6 business days.

For orders containing heat-sensitive items such as chocolate, we reserve the right to delay shipping until weather conditions are suitable. During periods of extreme temperatures, delivery times may extend by up to 7 business days to ensure product quality. Customers will be notified of any weather-related shipping delays via email.

For orders shipped within Australia, rates are structured in tiers: orders up to $198 incur a

$15 shipping fee and orders above $199 qualify for free shipping. All quoted delivery timeframes are estimates only and commence from order confirmation. We reserve the right to modify shipping rates with 2 days notice via email or website announcement.

(e)         Food Items Return Policy:

Food items are not eligible for return or refund due to change of mind. This policy ensures food safety and quality standards. Once food items are shipped, they cannot be accepted for return unless they arrive damaged or defective. For perishable items, any quality issues must be reported within 48 hours of delivery.

5.       Tracking Options

 

MADEBOX SERVICES PTY LTD aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

(a)      Domestic Only

All orders delivered within Australia automatically have tracking.

 

6.       Damages

 

If there is any damage to the packaging on delivery, contact us immediately at hello@mademart.co.

(a)      Damage Claims Process

To file a damage claim, customers must: (1) Take clear photos of the damaged packaging and contents within 24 hours of delivery; (2) Retain all original packaging materials for inspection; and (3) Submit a written claim form with supporting documentation within 2 business days of delivery. Our team will investigate all claims within 2 business days of submission.

7.       Missing or Lost Package

 

There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that, more often that not, the package is either in the building or with a neighbour.

MADEBOX SERVICES PTY LTD politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at support@mademart.co to report missing or lost packages.

(a)         Package Investigation and Liability

If a package remains missing after initial search, customers must report this within 2 business days of the expected delivery date. MadeMart will initiate an investigation with the courier service within 2 business days of receiving the report. While we will assist with tracking and claims, our liability is limited to the original purchase value of the items.

Refunds or replacements will be processed only after completion of the investigation and confirmation of loss.