Shipping Policy

Current Shipping Update:

Updated May 10th, 2022

 

Current delivery and service status

  • Please be advised that due to the flooding and heavy rain, delivery times might be slower than normal. Some postcodes will experience delivery delays. Please check the Australia Post website for the current status.
  • Dispatch times for orders in other areas are currently at 4-5 working days due to our warehouse having reduced staff capacity following Covid-19 cases and close contacts.
  • Couriers are experiencing delays and congestion due to reduced staff capacity due to Covid-19 cases and close contacts
  • Some couriers are not scanning packages on pickup to reduce handling time - this means courier tracking information is not always current

 

Please be patient with couriers and our customer care team as we do our best to get your order to you quickly.

 

Shipping partner delivery estimates: 

Please plan for longer delivery times with the current courier backlog.*

  • Sydney Metro, NSW -  5-10 business days
  • Melb Metro, VIC-Regional, QLD, SA, WA, TAS, NT – 10-28 business days
  • International – 14-28 business days

 

We are sorry for any inconvenience the shipping delays might cause you. Thank you for your understanding.

 

* Please note that Spa Store does not take responsibility for delays in the delivery of your order due to factors that are outside of our control such as Covid-19 cases, lockdowns, courier delays or strike action.

 

Our Carriers 

We use the following carriers to deliver our orders:

  • Australia Post
  • Couriers Please
  • Border Express
  • Star Track
  • Toll
  • Hunter Express
  • DHL

View current service updates from our freight providers;

Australia Post Covid-19 impacts

Australia Post general service status updates

Borders Express current status updates

StarTrack current status updates


Order Tracking

If a tracking number is provided by the shipping carrier, we will update your order with the tracking information.

Please be advised that your order may ship from two separate warehouses and if this is the case your order may have multiple tracking numbers and may arrive at different times.


No address change after order placement

It is not possible for us to change the delivery address on an order after the order has been placed. You will need to contact the courier directly to redirect the parcel.

 

No order cancellation after confirmation

It is not possible to cancel your order after it has been confirmed. If you wish to return the item, you can refuse delivery from the courier, or return it in original un-opened condition for a full refund of your item price. Please note any shipping charges are non-refundable. View our full returns policy here.
 

Shipping Rates

*Free Shipping on orders over $149+ excluding spa covers, heat pumps, saunas, pergolas, fire tables, dangerous goods and umbrellas.

All orders under $149 are charged a live rate shipping fee.

Spa Cover and dangerous goods shipping charges are based on your location. Before the final checkout page, you will be shown what the cost of shipping will be. Free shipping excludes trade and international customers.

 

Spa Cover Shipping

You can input your postcode on any Spa Cover page to get a quote for that cover to your postcode.

 

Dangerous Goods Shipping

By law, items that are classified as dangerous goods (DG) require special handling. Due to this, the courier companies charge a DG handling fee. Unfortunately, we must pass this fee on to you.  You can input your postcode on any DG item page and get a shipping quote to your postcode. The DG charge is per order, not per DG item.

 

Back Orders

If an item goes on back order we will notify you and we will ship you the part of your order that is in stock. When the back-ordered item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. 

 

International Orders

We can ship to many countries around the world. We must provide a manual shipping quote to customers outside of Australia. We use DHL for international shipments. Please contact us for full details. Note that international orders can only be paid via PayPal or wire transfer.

We do not ship chemicals or spa covers internationally.