Shipping policy

Shipping Policy, FAQs & Information:

Performance:
As of 2025, we proudly maintain a >98% DiFOT (Delivery in Full, On Time) rate with our primary carrier, Australia Post. 

1. Delivery Times

IMPORTANT: Delivery times are estimates only. If your order is urgent, please contact us before purchasing. We do not guarantee delivery dates, nor do we imply them.

Shipping is from our shop and warehouse in Carrum Downs, Vic or our 3PL warehouses in NSW, QLD, or WA. Items are generally sent from whichever warehouse has stock available.

Urgent & Last-Minute Orders

We understand that sometimes parts are needed quickly. However, we are not responsible for last-minute urgent purchases. Delivery times are outside our control once an order has been dispatched.

Your lack of planning cannot become our emergency. We will not accept abusive or unreasonable behaviour regarding shipping timeframes. We have a Zero Abuse Policy.

Please remember: these are spa parts, not body parts! If your order is time-critical, we recommend planning ahead and selecting the fastest available shipping option. Otherwise you can check beforehand and pick up from our store.

2. Shipping Costs

  • Free Shipping: Orders over $149 within Australia qualify, excluding bulky, DG, and some Clearance items.±
  • Flat Rate: $18 for most items excluding bulky, DG, and some Clearance items.
  • Calculated Shipping: Based on weight, cubic size, and packaging at checkout. This is calculated in the checkout by Australia Post.
  • Pickups: Pickups only available at 10 Industry Blvd, Carrum Downs Vic
  • International Shipping: Restricted to <20 kg & under $1000. Bulky, chemical, Dangerous Goods, and regulated items are not eligible and those parts of the orders will be cancelled/refunded.
  • Notes:
    • Actual shipping costs are shown at checkout.
    • ± For returns/refunds, shipping costs may be deducted as outlined in our Returns Policy.

3. Processing & Dispatch Times

  • Order Processing: ~95% of orders ship within 1 business day. Most are processed within 1–3 business days (Mon–Fri).
  • In-Stock Items: Usually dispatched next business day. If unavailable, we’ll contact you with options.
    (Note: Website stock is not live for all products.)
  • Shipping Cut-Off: Orders placed before 11:00 AM (AEST) generally ship same day if the item is in stock. Orders after that may ship next business day.

4. Shipping Methods & Delivery Options

We only use trusted carriers: Australia Post, StarTrack, Direct Freight, FedEx, TNT, Toll, and others.

  • Standard / Road Freight: 2–7 business days*
  • Express Services: 1–5 business days* (Prioritised, but not guaranteed overnight). Note: If an Express Posted item is unable to be sent within 1–2 business days, we may refund the Express Post charges.
  • Dangerous Goods (DG): Road-only delivery: 3–7 business days*. DG items are excluded from Free Shipping.
  • Bulky Items: May take longer and use specialist couriers.

*Delivery times are estimates. Tracking is included with all shipments.

  • Why Tracked Shipping Only?
    We avoid untracked envelopes due to frequent loss, no proof of delivery, and lack of support if issues arise.

Delivery Instructions:
Instructions are passed on to the courier but cannot be guaranteed. We are not liable for unfulfilled requests or access issues (e.g., locked gates, dogs on property).

5. Click & Collect / Pick-Up

  • Location: 10 Industry Blvd, Carrum Downs, VIC.
  • Pick-Up Availability: Usually same or next business day. Please wait for notification before collecting.

6. Tracking Information

Tracking is included with all orders. Check your email or log into your account. Updates may take up to 3 business days to appear.

7. Delivery Issues & Resolution

  • Incorrect Service Level: If a slower method is used in error, we may refund the cost difference.
  • Lost/Delayed Parcels: We’ll liaise with the courier to resolve delivery issues.
  • Damaged Goods: Contact us promptly for assistance. We’ll arrange returns, replacements, or repairs as needed.

8. International Orders – Read Carefully

Update: 06/2025 - We are currently only shipping to Australia, New Zealand & Oceania counties.

Other Countries: These areas present ongoing challenges such as high import duties and taxes, unpredictable delivery times, frequent delays or lost packages due to postal or customs systems, and a higher incidence of fraudulent orders.

To protect both our customers and our business, we only offer international shipping to regions where we can ensure reliable, secure, and trackable delivery.

Restrictions: We cannot ship heavy items, adhesives, electricals, or chemicals internationally. Many products are made to AU/NZ standards only and may not be compatible overseas.

Ineligible international orders will be cancelled and refunded, or parts thereof.

  • Shipped via Australia Post and passed to your country’s postal service.
  • Delivery times: 1–12 weeks, depending on location and customs.
  • Express ≠ Guaranteed Speed: Customs delays can still occur.
  • Orders may be held 3–5 business days before dispatch for clearance checks.

Once an order leaves Australia, we have no control over handling or customs clearance.

Import Duties & Local Charges:
  • All duties, taxes, and import fees are the buyer’s responsibility.
  • Check local regulations before ordering. Refused/blocked items won’t be refunded for shipping.

Contact Us

Need help? Email us at info@hasp.com.au for prompt assistance.

Other Policies & Information