Shipping & Delivery Information
Couriers
All orders are delivered by either TNT Express, or Australia Post.
Warehouse Location
We process and dispatch orders from our Sydney or Wollongong warehouse, Monday – Friday.
Handling & Processing Times
All in-stock items will be processed and dispatched from our Sydney warehouse within 2 business days from receipt of payment.
Tracking Numbers
Tracking numbers are provided once we have processed orders for pickup. Tracking numbers are generally activated once the courier has picked up the goods and have them onboard for processing at their sorting facility.
Signature Upon Delivery / Authority To Leave
A signature is required for proof of delivery by you or an agent. All deliveries require a signature unless you tick an authority to leave without a signature. In this instance, neither Festoon House, Decorative Lighting Supply nor the Courier Company will accept any responsibility for the continued safe custody of the goods or its security and no proof of delivery shall be required to be supplied. With an ‘Authority to Leave’ the risk for the goods passes to the purchaser (you) immediately upon delivery.
For the security of any delivery, we strongly recommend a delivery address where someone is in attendance between the hours of 8:30 am and 5:30 pm Monday – Friday to sign for the goods.
Freight Protection
We strive to ensure that your delivery arrives safely to you, but we understand that sometimes accidents happen outside of our control.
By selecting Festoon Houses Package Protection you will receive a priority replacement of your product if it arrives damaged. You will be able to add this option to your order during the checkout process.
What does Freight Protection offer?
1 – Priority Customer Service – as soon as you contact our team to submit your Package Protection claim, you will be placed into a priority queue to ensure your claim is processed as quickly as possible.
2 – Expedited Replacement Products – to minimise downtime without your new product, once we have assessed your claim we will ship a replacement to you before we have received the damaged goods back in our warehouse.
Making a Freight Protection Claim
- To assess your claim, you will be required to provide photo and/or video evidence of the damaged product.
- All Freight Protections claims must be made within 3 business days of receiving your product.
- Freight Protection does not apply to damaged packaging and only applies to the product itself.
Expected Delivery Times
Festoon House will endeavour to ship all in-stock products of your order within 2 business days once pay payment cleared.
Typical delivery times after dispatch from Sydney are:
Eastern States NSW/VIC/ACT/QLD are between 2 – 4 business days.
Other States WA/SA/TAS/NT delivery times are between 5 – 8 business days.
Rural locations, please allow an additional 1 – 2 business days on the above estimates.
Standard Shipping
Cost-effective shipping for all orders. Using our large network of carriers you’ll benefit from our low cost rates across Australia.
Express Shipping
Need your order in a hurry? Opt for our Express Shipping service. Get your items delivered swiftly, ensuring a quick turnaround from checkout to your doorstep. Ideal for those who prioritize speed and efficiency, Express Shipping is the perfect choice when time is of the essence.
Shipping to External Australian Territories
Orders being shipped outside of Australia’s mainland states and territories do not qualify for free shipping and will be quoted seperately upon request. Please contact customer support for a quote.
Order Status
We process orders on regular business days, Monday – Friday, in the order in which they were received.
If you have questions about the status of your order, email us at [email protected] – our team are more than happy to assist you.
