Damaged Orders During Shipping
Grand Engrave endeavours to post your order safely and efficiently using Australia Post recommended postage solutions. If for any reason an order is received damaged, or if an item has not been received at all, please consult your local Australia Post outlet to lodge a claim for damaged or missing items.
Once an order is ready for shipping, we will send you a photo of your personally completed goods and a copy of the postage receipt, including an Australia Post allocated tracking number for your easy reference. To track an order via Australia Post, you can simply search via this convenient link at //auspost.com.au/track/track.html.
If an order is received damaged or is missing some pieces, Australia Post will require the damaged packaging, damaged goods and also documentation of the purchase such as tax invoices or point of sale receipts. We advise photographing as soon as you receive any indication that the box has been compromised, even before opening. This helps Australia Post back track to the culprit and helps us all avoid these situations ever reoccurring.
Australia Post has responsibility for the damages yes, yet we at Grand Engrave, apply a salve to your situation, by offering a deal as some recompense. Damaged items are eligible for a discount to replace the damaged portion of the order with one item per order engraved free of charge. This item must be equal to or less than the value of the other Grand Engrave items purchased within this order and is only available on Grand Engrave stock ready items, excluding back order or specialty ordered items and not including shipping of this and other items.
Damaged Customer’s Own Goods
When engraving and shipping customer’s own items, we recommend Australia Post Extra Cover with Signature on Delivery to ensure your items are covered for damage or loss during shipping. Mostly, such items are hand delivered or couriered relative to their fragility. You can find more information here at //auspost.com.au/parcels-mail/optional-extras-domestic.html if you choose Australia Post.
Missing Orders
If an order is not received at all or may be lost in the mail, Australia Post will also customarily help. Please get in touch with us at Grand Engrave if you have not received your order in a timely manner with your tracking number at hand so that we can assist in any way possible.
You can find further information from Australia Post at //auspost.com.au/parcels-mail/compensation.html.