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Shipping Policy

YELLA TERRA PTY. LTD.

SHIPPING POLICY

 

"IN-STOCK" ITEMS

If the item is “in-stock” at time of ordering and in your confirmation email, we aim to have it processed and shipped within 1-3 business days. You will receive an email confirmation once it ships. Please then allow for standard delivery times. Delays may occur around Christmas, Easter and public holidays.

 

“NOT IN-STOCK/AWAITING STOCK" ITEMS

If your item is "Not In-Stock/Awaiting Stock" at the time of ordering and in your confirmation email, we will endeavour to either manufacturer the product or source the product from the manufacturer within a reasonable time allowance. 

We aim to pick and pack ordered items within 2-4 business days. You will receive an email confirmation once it ships. Please then allow for delivery times. Delays may occur around Christmas, Easter and public holidays.

 

"SPECIAL ORDER" ITEMS

If your item is a "Special Order" at the time of ordering and in your confirmation email, it will need time to be completed. Depending on the difficulty, this time may vary. If the product is unavailable, we will advise you via email within 21 days.

No charges will be made on your payment card until product is received into our dispatch location. Once stock is received, we aim to pick and pack your item within 24 hours. You will receive an email confirmation once it ships. Please then allow for standard delivery times. Delays may occur around Christmas, Easter and public holidays.

 

INTERNATIONAL ORDERS

Please allow 2-4 weeks for airmail delivery (on rare occasions, international delivery can take up to 6 weeks). International customers will be responsible for any import duties, taxes or any other import related costs. For orders delivered with Australia, no import duties will apply.

 

MULTIPLE ITEM ORDERS (P.O.A.)

Please be aware that we only ship orders with our best endeavours when all items on the order are available to dispatch. 

For example, item A is expected to ship in 2 business days, and item B on the same order usually ships in 10 business days. This order will be shipped when both item A and B are ready to ship, and is estimated to be approximately 10 business days.

Where there has been a significant delay in supplying outstanding items, we may split orders and dispatch available items upon on request of customer. 

Please note, price on application.

 

SPLITTING ORDERS (P.O.A.)

We only ship orders when all items on the order are available to dispatch.

Customers can choose to split their orders so available stock ships immediately. They will need to send this request via email and extra delivery fees may apply. 

Occasionally, Yella Terra may elect to split and ship customer orders to free up warehouse space. Customers will be advised of the split item dispatch via email.

 

DELIVERY INSTRUCTIONS

Yella Terra utilises point-to-point couriers.

For item deliveries to metropolitan addresses, we require a valid residential address or business premises address to ensure order completion. We cannot accept delivery instructions to PO Box addresses. 

Please email us before purchase for enquiries regarding this.

 

DELIVERY FEES

AUSTRALIA

Yella Terra charges competitive national delivery fees across all product categories. All delivery fees are calculated on a weight basis and charged per unit. Fees are displayed in all product pages and shopping carts.

 

INTERNATIONAL

International delivery fees are based on gross cart weight and destination country. To calculate total delivery fees, items should be added to cart and shipping country selected.

Please note that any applicable import taxes and duties will be the responsibility of the customer.

 

WAREHOUSE PICK-UPS

Customers can elect to pick-up their purchase from Yella Terra directly.

Pick-up location is:

Yella Terra Pty Ltd

53 Industrial Drive

Braeside Vic 3195

AUSTRALIA

 

INTERNATIONAL ORDERS & SHIPPING RATES

We are happy to accept international orders. All international orders are shipped competitively and securely. As soon as your order is dispatched you will be notified by email. Track and trace information is not guaranteed. International shipments may take 2-4 weeks for delivery from the date of dispatch, but allow up to six weeks.

 

Customers will be responsible for any import duties, taxes or any other import related costs.

Please note that all items shipping in Australia will incur a delivery separate fee for international delivery.

 

DAMAGED DELIVERIES OR INCORRECT SUPPLY

Yella Terra will rectify any products delivered damaged or faulty, or errors in supply. Please refer to our returns policy for more information.

If products are received damaged, faulty or not as advertised, please contact us immediately via the email links on this website. You must contact our support team to request a Return Authority before returning product.

Once you have a Return Authority, please return any damaged or incorrectly supplied goods in the original packaging.

Please note that any returns received unsolicited will be returned to customer at their cost. Please include a copy of the invoice or packing slip that accompanied your order. 

The invoice and packing slip also provide an area where you can indicate why you are returning any goods. If you are unable to provide a copy of the invoice or packing slip, include a note containing your name, address, order number, contact phone number, and reason for return.

You will be notified by email when your return is received. We will evaluate the case and arrange to have your product tested, replaced and exchanged when required. We will repair or replace damaged goods when possible; otherwise we will issue a full refund for the value of the damaged item(s).

We cannot accept returns for “change of mind” reasons.

We cannot accept returns for items that have been misused or purchased for use with incompatible products.

Please refer to our manufacturer’s warranty. If you have a problem with your product within the warranty period, we will assist with further details for repair/replacement. 

 

YELLA TERRA PTY. LTD.

A.C.N. 109 863 756

Date of Issue: 24 April 2014