Effective Date: July 2026
At PreFilters, we are committed to fast, reliable shipping so you can enjoy your products as soon as possible. Please take a moment to review our Shipping Policy, which outlines available shipping options, processing times, costs, and important delivery information.
Nothing in this policy excludes, restricts, or limits any right you have under the Australian Consumer Law, including your right to a repair, replacement, refund, or compensation if a product doesn’t arrive in acceptable condition or otherwise fails to meet a consumer guarantee.
1. Shipping Methods and Delivery Times
We use Australia Post with tracking. Delivery times may vary depending on your location, product availability, and chosen shipping method.
Estimated delivery: Once a package is picked up, deliveries are typically 2 business days within the same city or between metro areas. Times may vary due to weather, holidays, or carrier delays.
To track your parcel with Australia Post, please see Here.
2. Shipping Costs
Shipping costs are calculated based on the weight of your order, destination, and shipping method selected at checkout. You’ll see the total shipping charges before completing your purchase.
Shipping Insurance: Every order includes shipping insurance, covering loss or damage in transit. The insurance cost (typically $5–$10, depending on your order total) is calculated automatically and shown as a separate line item in your cart at checkout, so it’s always clear before you complete your purchase.
Note: International shipping fees vary by destination, weight, and method selected.
3. Order Processing Time
Orders are processed during business days (Monday–Friday, excluding public holidays).
- In-stock products: typically processed within 1 business day.
- Backordered or pre-order items: you will be notified of the expected shipping date.
Once your order is processed and shipped, you will receive a shipping confirmation email with tracking information.
4. Shipping Destinations
We currently ship to Australia & New Zealand.
Note: International customers are responsible for any customs duties, taxes, or import fees.
5. Tracking Your Order
Once shipped, you will receive a shipping confirmation email with a tracking number. Tracking may take 24–48 hours to appear after dispatch.
6. Shipping Restrictions
- PO Boxes: Please provide a physical address to avoid delays.
- Remote Areas: Some locations may incur additional charges or restrictions.
7. Order Modifications and Cancellations
Orders are processed quickly for timely delivery. Contact us as soon as possible if you need to modify or cancel an order. Changes cannot be made once an order has shipped.
This doesn’t affect your right to reject goods, or seek another remedy, once received, if they fail to meet a consumer guarantee under the Australian Consumer Law — see our Return & Refund Policy.
8. Lost, Stolen, or Damaged Items
- Damaged Items: Please let us know as soon as reasonably possible if your item arrives damaged — as a practical guide, we ask customers to reach out within 1–2 days of receipt so we can act on it promptly, and it helps to include photos of the packaging and product. If damage only becomes apparent a bit later (for example, once you start installing the unit), please still get in touch — a later report won’t automatically disqualify a genuine claim.
- Assessment via Australia Post: Since every order includes shipping insurance, we’ll usually ask you to drop the damaged item at your nearest Australia Post outlet, using the return details we provide. This lets Australia Post inspect and process the insurance claim, and once that’s confirmed we’ll send your replacement. This is our standard process for a damaged item — if it isn’t practical for you, let us know and we’ll find another solution.
- Lost Packages: We will file a claim with the carrier and offer a replacement or refund if the package is confirmed lost.
- Courier Insurance vs. Your Rights: Pursuing the insurance claim above is separate from, and doesn’t replace, your right to a remedy from us directly if the product you receive is damaged, faulty, or otherwise doesn’t meet a consumer guarantee — we remain responsible to you as the supplier regardless of the outcome of any courier claim.
Please see our Return & Refund Policy for more information.
9. Shipping Address Accuracy
Ensure your shipping address is correct and complete. PreFilters is not responsible for delays or issues caused by incorrect addresses you provided. Contact us immediately if you need to make changes before shipping.
10. Taxes and Duties
- Sales Tax: All product prices and shipping charges are in AUD and include 10% GST for Australian customers.
- Customs Duties & Import Taxes: International customers are responsible for any customs duties, taxes, or import fees.
11. Returns and Exchanges
Refer to our Return & Refund Policy for returning products. We recommend using a trackable shipping method to ensure safe returns.
12. Contact Us
If you have questions about shipping or need assistance:
Email: help@prefilters.com.au
Business Hours: 9am – 5pm, Monday – Friday
We’re committed to providing a smooth shopping experience and ensuring your products arrive on time and in excellent condition.
Thank you for choosing PreFilters!