Shipping Policy
General Information
Please make sure your address is correctly entered at check out and includes all relevant information. The use of correct abbreviations, street numbers, buildings or apartment numbers and route information (if applicable) is critical for ensuring time delivery. We do not take responsibility for lost, misplaced or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
If your order has not been shipped yet, it is possible to change it. Please contact Prism Platinum first by emailing to support@prismplatinum.com
The customer must ensure to be available to receive the package. Prism Platinum will not re-ship the returned package to Prism Platinum due to non-attendance or expired claim of it at the local postal office. If the customer requests to have the package re-shipped:
- The shipping fee must be paid again;
- In case the the postal service disposed the package, the customer needs to order again;
- Costs of customs and taxes cannot be refunded.
We are pleased to confirm that we do ship outside Australia! All shipping costs can be obtained when you checkout our store.
Processing time
All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfilment centre by the applicable carrier. It can take up to 1-4 business days excluding weekends to process orders.
Shipping rates and timelines
The estimated timelines for processing, transit and final delivery are dependent on location and carrier. Compare postage costs or find out when your delivery should arrive: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Australian Orders:
All orders will come with tracking so please note that AUS destinations may take 1-7 business days from the date it is shipped out, not necessarily from the date it is placed.
Shipping rates vary depending on the weight and size of your order and where you are buying from.
All orders are being sent by Australia Post. If your order is A$100 or more, there will be an offer for free shipping.
International orders:
All international orders are being sent by Australia Post. We found that they have the best reliability and consistency for our orders.
Shipping rates vary depending on the weight of your order and where you are buying from. All orders will come with tracking and depending where you are its located it may vary delivery times:
Zone 1 – New Zealand (8-13 working days)
Zone 2 – North America, Western Europe, Asia and the Pacific (10-15 working days)
Zone 3 – Rest of the world (9-25 working days)
Please note that delivery times are estimates and should be used as a general guide only.
Please understand that there may be some delays due to the continuing disruptions from COVID-19.
For more information for international delivery times. Please see here.
When your order has been shipped you will be notified via email.
To find out if we ship to your country, simply make a mock order and enter your address to see if the rates appear. Otherwise, please reach us through our social media or support@prismplatinum.com
Duties and Taxes
Some countries (such as those located in the United Kingdom or the European Union) charge duties or Value Added Tax when goods are imported. Prism Platinum has no control over these fees and is not responsible for any of these charges. These charges are imposed by and controlled by local governments, border security and/or customs authorities and can be added randomly.
It is your responsibility to pay any duties, Value Added Tax or other similar charges. If you refuse to pay these additional amounts then your delivery will be returned to us. Provided that the product is still in its original condition, Prism Platinum will refund you the cost of your purchase (minus the costs of shipping to and from your country).
Delivery
If you are experiencing non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it please contact us via email and we will assist you to try and make a claim for the package. Please note that the claim with the carrier can take up to 30 days to complete.
Prism Platinum does not hold responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that have been delivered.
COVID-19 Shipping Updates
We strive to get your products to you as soon as possible. Please take into account COVID-19 shipping delays when ordering as there may be a slight delay to your delivery which is out of our control.
Combining Orders
Unfortunately, we are unable to combine multiple orders together. We have tried to accommodate this in the past but in our experience, it had resulted in a lot of human errors, inaccurate shipping quotes and was very time consuming. If you wish to combine orders, you will need to request a cancellation and remake a single order instead. Please request any cancellation before any of your orders get shipped. Any changes cannot be made once the orders have left our warehouse.
Group Orders
If your order is part of a Group Order (GO), Prism Platinum holds no responsibility in damages or lost packages once the order arrives to the Group Order Manager and all checks have been made prior to sending parts of the order to the Group Order participants. Please understand that we cannot control how the Group Order Manager ships specific items to Group Order participants.
Group Order participants who have any issues with their products have to contact the Group Order Manager directly.
