Delivery and returns Policy

Getting your goods to you safely and swiftly is of utmost importance to us. That is why we use a number of different carriers to ensure we can get your order to you regardless of your address or the size of your order. To ensure secure delivery of orders to the correct recipients our carriers all require someone to sign for the consignments at the final destination.

Delivery Costs and Times
Delivery charges and the time the order takes to reach you depends on your location, how much you have purchased, and, what freight method you have selected.

As a general rule we aim for a 24 hour turnaround from the moment your order has been received to the order being shipped from our warehouse. There are times when this may stretch out to 48 hours but that is generally a case of items being temporarily out of stock, or, at a different location.

Australian Orders
Wings over the Downs aims to ensure that all products arrive to you in an acceptable condition. Wings over the Downs reserves the right to upgrade the delivery method to a courier service at no extra cost to you if the selected method of delivery is inappropriate.  If Wings over the Downs considers that the delivery method is not appropriate having regard to the product(s) purchased, it will notify you and may recommend a more suitable delivery method.  Wings over the Downs reserves the right to cancel the order if a more suitable delivery method is not agreed upon with you (in which case you will be refunded the amount paid in respect of the cancelled product(s)).

Please note that items greater than 5 cubic kg’s cannot be shipped to PO Boxes.  We must have a street address for any order totalling over the 5 cubic kg mark, or, any order greater than 1000mm in length. 

Unless you request that an “Authority to Leave” instruction be given, our carriers require a signature at the point of delivery and it is therefore a requirement that you provide Wings over the Downs with a delivery address where someone will be present to sign for the consignment during business hours (9am – 5pm, Monday to Friday). Work addresses are often given by customers to make this process easier.

Available Freight Options
Australia Post – This is an ordinary post service generally used for smaller items. This service is NOT insured, comes with no tracking number/details, and, is used at the customers own risk. For insured delivery please select the courier option.

Couriers – We use a combination of carriers to ensure flexibility with delivery options. These services are insured and have online track and trace systems. On your  request we can instruct our carriers with an ‘Authority To Leave’ which does not require a signature to be taken.  If this option is chosen the insurance is invalidated, and Wings over the Downs will not accept any responsibility or liability for any consignments that are lost or stolen after our carriers have recorded the parcels as ‘successfully delivered’.

Consignment Number Notification
All dispatched orders generate an email advice automatically which is sent to the email address provided by you.  If you do not receive any of these emails then please add to your email programs ‘Friends’ list.  This will stop the notification emails from being classified as spam and re-directed to your Junk email folder.  You may need to talk with your ISP as they can also accidentally blacklist domains that send a lot of emails.

International Orders
Wings over the Downs currently ships to a number of different countries. There are, however, a number of conditions that you must satisfy before we can fulfil an international order.  They are: Need to provide an email address and respond to a secondary query requesting confirmation of delivery address and daytime contact details. Need to acknowledge that you will accept liability for any customs duty payable on your order as it enters your country. Payments will only be accepted via PayPal. Due to the increasing frequency of credit card fraud we are unable to accept payment for international orders via credit card. Wings over the Downs will need to get a quote on the cost of international freight from their carriers and confirm this cost with the customer prior to shipping.

Wings over the Downs only offers a carrier option for international orders. This is for insurance and proof of delivery purposes. For security reasons Wings over the Downs will only ship international orders to the customer’s billing address, unless proof of address can be provided to our satisfaction. Wings over the Downs reserves the right to cancel any international orders if the details provided do not meet the outlined conditions, or, there are any other suspicious circumstances regarding the order.

International – Duties and Taxes
All prices on include GST. The GST component will be deducted from the amount payable by you if the shipping address is outside of Australia. International deliveries may be subject to Customs duties and/or taxes dependent on the value of the order. Payment of any customs duties or taxes is your responsibility.  Wings over the Downs and its suppliers have no control over these charges and accept no liability for any duties or taxes payable by you as a result of delivery outside of Australia.  Each country has its own customs taxes and duties so please be aware of this when placing international orders.

If your order is significantly delayed please contact our Customer Service Team on (07) 4638 5322 between 9am and 5pm (CST), Monday to Friday. You can also get in touch with our Customer Service Team via email. You will need to quote your order number in any communication with Wings over the Downs.

If Goods are Damaged on Arrival
 If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package and then discover that it has been damaged, please contact us immediately and in any case not later than 10 days after delivery.  If possible please take photos of the damaged packages as they have arrived as this may greatly assist with a claim against the carrier.  Be sure to save all paperwork and packing material with the damaged goods as the carrier may wish to inspect the consignment before processing the claim.  Please do not return ‘damaged in transit’ merchandise yourself.  Please contact us and we will make arrangements for the collection of the damaged goods for assessment.  Returning the goods yourself could invalidate a claim for insurance in which case you may not be entitled to a refund or replacement.

Defective Merchandise
If you receive defective merchandise please call Wings over the Downs for return instructions. In most cases we will accept returns and make adjustments, however, some manufacturers prefer handling defects directly. Defects found after the product is in use usually fall under manufacturer warranty. A customer service representative will be happy to help you determine which procedure is appropriate for you.

Lost Boxes
If you feel a box has been lost in transit please call Wings over the Downs with the order or invoice number and a list of the missing items. A track and trace search will be undertaken and enquiries will be made with the relevant freight company to try and locate the missing box. A claim number will be issued if the carrier does not show delivery within 10 days of the scheduled delivery date. Credit will be issued for the missing merchandise when we obtain the claim number from the carrier.

Missing Parts
Should you receive merchandise that is missing a part please contact us. We will endeavour to make sure that you are sent missing parts from our stock as appropriate. In accordance with a request from some of our manufacturers, we may direct the information or your call directly to the manufacturer.

Missing or Damaged Shipments
Please ensure that all boxes in your order are present, and, in a reasonable condition prior to signing for delivery. On occasion carriers may deliver orders over two different deliveries dependent on the size of the order. Please note that ground and air shipments can be assigned to separate trucks and may arrive at different times of the day.

Please do not sign for boxes with exterior damage. This may invalidate any insurance for ‘Damaged Goods’ in which case you may not be entitled to any refund or replacement. If the box has been delivered without the driver obtaining your signature, contact the carrier before opening the package. The carrier will need to inspect the box and verify any damage before a refund or replacement can occur.