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Shipping Policy

At Bitstream Group, we prioritise simplicity and transparency in everything we do. While physical products are not a major part of our business, we want to ensure a smooth experience for our customers when they order from us.

 

Order Confirmation
Once you place an order for a physical product, you will receive an order confirmation email. This confirms that your order has been received and your payment method has been pre-authorized. We will immediately check the availability of your item(s) in our inventory.

If your item is on back-order or unavailable, we will void the pre-authorization and reach out to you via email to discuss alternate arrangements.

 

Order Shipment
For physical products that are in stock and ready for shipment:

  • Processing Time: We typically process and prepare your order for shipment within three business days after payment authorization.
  • Shipping Confirmation: You will receive a shipping confirmation email with tracking details once your order leaves the warehouse.
  • Delivery Timeframe: Orders are typically delivered within 7 to 10 days.

If you do not receive a shipping confirmation email within four business days after placing your order, please contact us at [email protected].

 

Damages
If your physical product arrives with damaged packaging or damaged contents, please follow these steps:

  1. Note any damage when signing for delivery, or if the damage is significant, consider refusing the delivery.
  2. Photograph the damage using your smartphone or camera immediately after receiving the item.
  3. Email the photos to [email protected] on the day of delivery, and include your order number in the email.
  4. Visit our Returns page to lodge your return claim.

We will promptly review your claim and work to provide a resolution as soon as possible.

 

International Orders
Please note that our physical products are specifically designed for the Australian market and are certified to Australian safety standards. They require a 240V electrical system to function correctly. While we can ship products internationally, you are responsible for ensuring compatibility with your country’s electrical standards.

For international orders, please contact us for a custom shipping quote. If you accept the shipping quote, we will proceed with payment and shipment through our secure online payment gateway.

 

Additional Information
For more details on our Refunds and Returns Policy, visit the Refunds and Returns page on our website: https://bitstreamgroup.com.au/policies/refund-policy.