Flat Rate Shipping Australia Wide
All orders purchased online at thecleanwaterco.com.au or received by phone will attract a “Flat Rate Shipping” charge.
Your order will be shipped by either courier (Aramex or other) or Australia Post to your nominated address. Your email address and phone number will be included in the shipping companies tracking system so you should receive updates as the happen.
Once received and subject to stock availability, your order will be processed and shipped within one (1) business day of payment being cleared. You will be advised by email of an expected delays.
Shipping times will vary from 2 -14 days depending on your location.
Damaged Freight
All freight is well packed and labelled and any goods that may go missing or is damaged in transit are covered by insurance and will be replaced.
Please take a series of photos and email them to info@thecleanwaterco.com.au with subject heading “Damaged Freight”. This should be done within one (1) day of receiving your delivery. Contact us immediately.
If you believe your order has been damaged during transit please:
Items Delivered By Aramex
- To initiate a claim, the Customer must notify the Carrier:
- In the event of Damage to Goods – Photographic evidence of packaging and damage must be provided by the receiving customer either to the sending customer or sending / receiving depot provided within 24 hours of the Goods being delivered. Supporting documentation must also be provided showing that the notification was given within 24 hours (e.g. a copy of an email or a message with a time stamp). A formal claim must be received in writing within 7 business days of delivery of the Goods; or
- In the event of Loss of Goods – within 30 business days from the date the Goods were picked up by the Carrier.
a. The Carrier has the right to amend these terms and conditions at any time including, but not limited to, extending the timeframe before a parcel is deemed lost due extenuating circumstances such as lockdowns, restrictions or events outside of the Carrier’s control. - All information reasonably requested by the Carrier, or its third party claims administrator, in relation to the claim must be provided in writing within 14 business days of the request being made.
- If an Authority to Leave is provided on a consignment, whether it is a standing Authority to Leave or not, then the Customer waives their rights to lodge a claim in the event that Goods are deemed lost provided the Carrier can substantiate that the Goods were delivered by providing either photographic evidence or GPS tracking.
Items Delivered By Australia Post
Items received damaged or missing contents
Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports.Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool.
Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing).
Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.
Items not received or lost in the mail
Start by submitting a missing item enquiry form. Please view missing mail items to access the form and for important information regarding timeframes for submitting enquiries.
Overseas Customers & Orders
We can ship anywhere in the world so please contact us for a quote including freight but excluding any local duties and taxes that may be payable.