SHIPPING, RETURNS & REFUND POLICY
Accessories Return/Refund Policy
While we are not required to provide a refund or replacement if you change your mind, the Terrace Boating Team, want you to be happy. So please let us know and we will work with you to find an appropriate resolution.
Should the product you purchase be faulty or has a major problem, we will happily arrange an exchange.
A faulty product or product with a major problem is defined as:
- having a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- being significantly different from the sample or description
- not doing what we said it would, or what you asked for and can’t be easily fixed.
If a product is faulty, rather than replacement, you may choose, where practical, for us to repair the item.
All returns, refunds and repairs have a time limit and will require the presentation of your proof of purchase.
Shipping FAQs
Where does Terrace Boating deliver accessories to?
It is important to remember that if couriers are used, orders will not be able to be delivered to PO boxes as signatures are required at point of delivery. If your nominated delivery address is unattended the courier may leave an information card to re-arrange delivery which may result in additional charges. PLEASE BE AWARE THAT TERRACE BOATING ONLY SHIPS WITHIN AUSTRALIA - International orders can be arranged by special request, please contact us for more information.
When will my order be shipped?
All items ordered that are in stock at the time of purchase will be dispatched within two business days from the time the order is received.
Can I track the progress of my order?
If your order is being shipped via Australia Post, we will notify you once it’s despatched in an email containing a reference number along with a link to Australia Post’s ‘Track & Trace’ webpage. Enter the reference number to see exactly where your package is at the present time.
How are delivery costs calculated?
- Total order weight
- Chosen shipping option (Standard)
- Order destination
- Orders which contain the following items may incur a freight surcharge, because our couriers charge us extra to ship them. These freight surcharges should be calculated & charged during checkout:
- Over-size items
- Items which require special packaging to be transported safely
- If freight surcharges are not calculated & charged during checkout, we will contact you prior to despatch to discuss them.
How can I receive FREE Shipping?
Spending $100.00 or more with us qualifies for Free Standard Shipping. If your order is eligible, free standard shipping will automatically be applied at checkout.
This offer EXCLUDES dangerous goods, over-sized items & items requiring special packaging as they incur a freight surcharge from our carriers. Icons showing whether an item falls into one or more of these categories are visible on the product detail page of affected products.
If your order exceeds $100 but the 'Free Shipping' discount is not displayed at checkout, it is very likely this is because one or more of the items in your cart is an oversize item, dangerous good or requires special packaging.
What happens if I'm not around to take delivery?
If you're not around when delivery is attempted, the driver will either leave your order in a safe place or a calling card will be left telling you how you can collect your order. It is important to note that all our shipping methods assume you give us authority to leave your parcel in a safe place if you are not home. If it is not safe to leave parcels at your address, please change your shipping address to one where it is (such as a workplace).
Is pick-up available?
Yes, click and collect is available during store opening hours.
Mon – Fri 8.30am – 5pm and Saturday 8.30am – 3pm
I've received a different item to what I ordered, what do I do?
Although errors are rare, they can occasionally happen. If the error is due to our fault, we will correct it as quickly as possible without additional cost. Call our office or email us at [email protected] with as much information about your order and the issue, and we will sort things out for you right away.
Heavy or oversized items
Heavy or oversize items will incur additional delivery costs and may take longer to be delivered. This is because they require special handling by our couriers, who charge us extra for this service. Any delivery surcharges for these products should be calculated & charged in checkout, but if not, you will be contacted prior to despatch with any extra charges for your approval. If you have any questions regarding heavy or over-size products, please call us on (02) 4983 5600 or [email protected] and we can personalise a delivery quote.
Special Packaging
Some items require special packaging to ensure they can be transported safely and arrive intact. When packaged, these items sometimes form odd shapes, requiring special handling by our couriers. As such they may incur a delivery surcharge. The delivery surcharge for these products should be calculated & charged in checkout, but if not, you will be contacted prior to despatch with any extra charges.
PLEASE NOTE: WE DO NOT OFFER DELIVERY TO P.O. BOXES FOR ANY BULKY ITEMS.