Shipping policy

Last updated: 15 May 2026

This policy explains how orders from Filament Warehouse are dispatched, delivered, and handled once they are in transit. It also outlines your responsibilities when selecting shipping options, including services dispatched with Authority to Leave (ATL).

By placing an order with us, you acknowledge and agree to the terms set out below.


Order Processing & Dispatch

We aim to dispatch orders within one (1) business day for all in-stock items. Orders placed Monday to Friday are typically processed the same or next business day. Orders placed on weekends or public holidays will be processed on the next business day.

Dispatch time refers only to when your order leaves our facility and does not include delivery time.

For orders sent via Australia Post services (including Parcel Post, Express Post, Metro, and On Demand), you must provide an accurate recipient email address or Australian mobile number at checkout. This is a mandatory requirement imposed by Australia Post. Failure to provide valid recipient contact details may prevent us from creating a consignment or printing a label, which will delay dispatch of your order.


Delivery Timeframes

Delivery times vary depending on:

  • Your delivery location

  • The courier selected

  • Carrier capacity and operational conditions

As a general guide, most Australian deliveries arrive within 2–11 business days. Regional and remote areas may take longer.

All delivery timeframes provided at checkout or elsewhere are estimates only and are not guaranteed.


Shipping Methods & Coverage

We offer multiple shipping options to suit different budgets and delivery preferences. Some services include limited transit warranty, while others do not.

Where a shipping service does not include warranty or insurance, the shipment travels entirely at the customer's risk once dispatched.

Details of warranty or coverage (if any) are determined by the courier, not by Filament Warehouse.


Authority to Leave (ATL)

Many couriers we use deliver parcels under Authority to Leave (ATL). This allows the courier to leave your parcel at the delivery address without obtaining a signature.

When you choose a shipping option that includes or defaults to ATL, you acknowledge that:

  • Delivery is deemed complete when the courier records the parcel as delivered

  • The parcel may be left unattended

  • Filament Warehouse is not responsible for loss, theft, or damage after delivery

If you require a signature on delivery or wish to avoid ATL, you must contact us before placing your order to confirm whether alternative delivery options are available.


Risk & Transfer of Responsibility

Responsibility for your order transfers to you once the parcel has been handed over to the courier.

Filament Warehouse is not responsible for parcels that are delayed, lost, damaged, or stolen while in transit or after delivery, except where required by Australian Consumer Law.

Choosing a lower-cost shipping option without warranty means you accept full responsibility for the shipment once dispatched.


Insurance & Additional Coverage

Some shipping services include limited coverage (typically up to $100) for loss or damage during transit.

If you require insurance above the courier's included coverage, please contact us prior to ordering. Any additional insurance is arranged through the courier and is not a product or service provided by Filament Warehouse.


Lost or Damaged Deliveries

If a parcel is lost or arrives damaged:

  • Claims must be made directly with the courier

  • We can provide tracking numbers and dispatch confirmation to assist

  • We cannot submit claims on your behalf or guarantee claim outcomes


Address Accuracy & Failed Delivery

Customers are responsible for ensuring delivery details are accurate at checkout. This includes providing a valid recipient email address or Australian mobile number where required by the carrier.

We are not responsible for:

  • Delays caused by incorrect or incomplete addresses

  • Dispatch delays caused by missing or inaccurate recipient contact details

  • Parcels returned to sender due to delivery failure

  • Additional fees incurred due to re-delivery

Where an order is addressed to an Australia Post Parcel Locker and no valid recipient email or mobile number has been provided, Australia Post may redirect the parcel to a Post Office for collection. Parcels not collected within 10 business days will be returned to sender at the customer's expense.

If a parcel is returned to us, re-shipping charges will apply.

 

High Value Orders & Secure Delivery

For orders with a total value of AUD $400 or more, Filament Warehouse may require a signature-on-delivery service or may remove Authority to Leave (ATL) at our discretion.

If a signature-required service is applied:

  • delivery must be signed for by the recipient or a person at the delivery address; and

  • the order will not be left unattended.

Where a customer requests Authority to Leave for an order valued at AUD $400 or more, Filament Warehouse may decline the request or require the customer to acknowledge and accept full responsibility for the delivery prior to dispatch.

This measure is intended to reduce the risk of loss or theft and does not limit any rights available under the Australian Consumer Law.


Australian Consumer Law

Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law.


Questions Before Ordering?

If you're unsure which shipping option is appropriate, have concerns about ATL, or need a more secure delivery method, please contact us before placing your order:

 

info@filamentwarehouse.com.au