Shipping policy

Shipping Policy

Delivery Areas

Twelve Access ships stocked products throughout Australia and New Zealand. Available shipping services and charges are displayed at checkout based on the products ordered and the delivery destination.

Same-Day Dispatch

Orders for stocked products received and paid for before 12:00 pm Melbourne time on a business day will normally be dispatched the same business day.

Orders received after 12:00 pm, on weekends or on Victorian public holidays will normally be dispatched on the next business day.

Same-day dispatch refers to the time the order leaves our facility and does not mean same-day delivery.

Stock Availability

Same-day dispatch applies only to products currently in stock. Products listed as backordered, preordered, specially ordered or requiring configuration will be dispatched when available. If an order contains both stocked and unavailable products, we may hold the order until all items are ready unless alternative arrangements are agreed.

Delivery Times

Delivery times vary depending on the destination, selected service and carrier. Any delivery estimate provided at checkout or by the carrier is an estimate and is not guaranteed.

Carrier delays, severe weather, public holidays, customs processing and other circumstances outside our reasonable control may affect delivery times.

Tracking

Where tracking is available, tracking information will be sent to the email address provided with the order after dispatch. Tracking information may take some time to become active in the carrier’s system.

Delivery Details

Customers are responsible for providing a complete and accurate delivery address. Additional shipping costs resulting from an incorrect address, unsuccessful delivery or uncollected parcel may be charged to the customer where permitted by law.

New Zealand Orders

Orders delivered to New Zealand may be subject to customs procedures, import requirements, taxes or charges. Unless they have been collected at checkout or otherwise stated, charges imposed by New Zealand authorities are the customer’s responsibility.

Damaged, Missing or Delayed Deliveries

If a parcel arrives damaged, contains incorrect products or appears to be missing items, please contact us as soon as possible at hello@twelveaccess.com with your order number and relevant photographs.

If tracking shows that a parcel has been delivered but you cannot locate it, please check the delivery location and contact the carrier before contacting Twelve Access. We will provide reasonable assistance with the carrier’s investigation.

Contact

For shipping enquiries, contact:

Twelve Access Group
hello@twelveaccess.com