SHIPPING
POLICY.

An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 3 business days. We will contact you if, for some reason, there are any delays.

3.1. Domestic Only

Fluence Pty Ltd does not ship internationally at this time. We ship domestic only - anywhere in Australia.

We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time.

Unless there are exceptional circumstances, we make every effort to fulfil your order.

(a) Standard Shipping

The order will arrive within 5 business days.

Standard Shipping costs $9.99.

(b) Please note:

(i) Business day means Monday to Friday, except holidays.

(ii) Orders are not shipped or delivered on weekends or holidays.

(iii) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

(iv) Products may be delivered in separate shipments.

(v) When placing your order, we consider these factors when calculating the Estimated Delivery Date:

(A) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

(vi) We will not be responsible for wrong shipping address if you provide incorrect information.

Fluence Pty Ltd aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

5.1. Domestic Only

All orders delivered within Australia automatically have tracking.

(a) The customer is solely responsible for all customs duties, import taxes, VAT, and other charges imposed by customs authorities in the destination country. We are not responsible for any delays, confiscation, or additional costs due to customs processing. Customers must comply with all import restrictions and regulations of their country. Prohibited or restricted items may be seized or returned at the customer's expense.

All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country's Customs Department. Fluence Pty Ltd is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

If there is any damage to the packaging on delivery, contact us immediately at support@fluence.au.

There are several reasons why a package gets lost or becomes a deliver exception. We've found that, more often than not, the package is either in the building or with a neighbour. Fluence Pty Ltd politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at support@fluence.au to report missing or lost packages.

If you have any questions about the delivery and shipment of your order, please see our FAQ page, fluence.au/FAQ, or contact us at support@fluence.au.

To file a damage claim, customers must: (1) Take clear photos of the damaged packaging and contents within 24 hours of delivery; (2) Retain all original packaging materials for inspection; and (3) Submit a written claim form with supporting documentation within 14 business days of delivery. Our team will investigate all claims within 5 business days of submission.

If a package remains missing after initial search, customers must report this within 5 business days of the expected delivery date. Fluence Pty Ltd will initiate an investigation with the courier service within 5 business days of receiving the report. While we will assist with tracking and claims, our liability is limited to the original purchase value of the items. Refunds or replacements will be processed only after completion of the investigation and confirmation of loss.